What you get:

BMC Helix will perform the following in three BMC Helix environments: Development (Dev), Quality Assurance (QA), and Production

• Conducting a Kickoff Workshop to gather and load BMC Helix ITSM Foundation data* limiting to two classes of data and 500 Cis* per class (Ex: Computer System & Application Class)
• Load Foundation Data into the following:
  • Location Data
  • Operating Company
  • PeopleOrg (orgs and departments)
  • Resolution Category
  • Operational Category
  • Product Category
  • Support Groups
  • Incident Templates – 10
  • Change Templates – 10
  • Task Templates – 10
  • Business Service CIs – 10
  • Service Level Targets – 8 (4 response and 4 resolution SLAs based on customer ticket priority)
  • Knowledge Articles – 10 (import if text based, otherwise will be created from scratch)
• Configure Asset Management and Configuration Management processess based on BMC Helix best practices and customer specific foundation data
• Configure Incident Management, Change Management, Problem Management processes based on BMC Helix best practices with a maximum of 5 templates each for Change, Incident and Task
• Configure Knowledge Management process with a maximum of 10 Knowledge Articles
• Configure Service Level Management process with a maximum of 4 responses and 4 resolutions
• Review out-of-the-box reports  
• Review out-of-the-box dashboards, setup dashboard uses role configuration, ODBC setup if required
• Configure single sign on by integrating BMC Helix Remedy Single Sign On (“RSSO”) Solution with supported third-party identity provider 
• Configure people data integration with one of the supported LDAP
• Install and configure the BMC Helix Client Gateway solution
• Configure the BMC HelixGPT Base configuration (excluding any LLM*) 
• All configurations will be done in one non-production environment and migrated to the other two environments 
• Validate both non-production and production configurations
• Conducting Knowledge Transfer Sessions for customer teams 

Customer Responsibilities

• Providing details of identity provider to configure in BMC Helix RSSO for single sign-on solution
• Providing the supported LDAP details to populate the people data
• Provisioning on-premises client gateway servers to facilitate connectivity between Customer’s On-Premise systems and the BMC Helix system (if applicable)
• Ensure availability of subject matter experts for workshop with BMC Helix
• Gather data from relevant subject matter experts for loading Foundation Data into the system

BMC Helix will provide this service with one of the approaches below:

Deliverables:

Using BMC Helix standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

• Solution Design Document
• Construction Document

Completion Criteria: 

BMC Helix will have completed the Service when the in-scope Service have been completed, and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager. From delivery start date, the service must be consumed and completed within 180 business days.  Consultant days must be booked in no less than 8-hour increments/full days.

Pre-requisites:

• Valid BMC Helix ITSM licensing.
• A provisioned BMC Helix environment (BMC Helix SaaS or customer-hosted BMC Helix container environment) available and ready for configuration.

Additional information:

• Estimated Duration: 7 - 10 weeks
• In-scope Product(s): BMC Helix ITSM
• Service Type: Activate
• Owner: Helix
• Success Service Code: 
  • ESM_ITSM_001
  • ESM_ITSM_002 
• Date Last Updated: 08/25/2026