has CTM:People and User record) sends a password reset request via email. 01: Patch 1. After creating a ticket in this mode, the Smart Recorder home screen is displayed to create another ticket. These can be especially useful when explaining what services you plan on retiring or spinning up over the next few years. Troubleshoot rapidly with log enrichment and analytics. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations. Please refer to Service location for available datacenter locations. Well the documentation says it: The root URL path for REST API in BMC Remedy AR System is . The patch contains fixes in Foundation, Incident Management, Release Management, and Remedy Smart Reporting areas. How we achieve Multi Factor Authentication (MFA) and SSO with BMC Helix ITSM? Users are requested to provide at least 2 factors of authentication (domain account credentials, One-Time Passwords, Certificates, biometrics, etc) before access is provided. x: User. This patch also includes defect fixes for Remedy Smart Reporting. We continuously adapt our security practices, tools, and techniques to embrace new technologies and protect. It streamlines the processes around the IT service desk, asset management, and change management operations. WBT 7 . 05. Namespace to install BMC Helix IT Service Management. 3 out of 10. Quickly resolving small or easy-to-manage issues. BMC Service Level Management monitors if there is a breach of these contracts. ServiceNow (ITSM)and BMC Remedy ITSM (known as BMC Helix ITSM) are two of the most popular IT Service Management tools enterprises use. So much more than service management. BMC HELIX ITSM(All versions)- Bundled License Conversion Process and how to use it. The end user needs the catalog to help guide them through self-service resolution or directing their issue to the appropriate person. ; Complete the tasks in Configuring BMC Remedy Single Sign-On integration for BMC Digital Workplace. Read reviews. This patch consolidates all the Hot Fixes delivered for BMC Remedy IT Service Management version 19. January 31, 2023. Other terms include AI-powered service management or simply AI service management. is an American multinational information technology (IT) services and consulting, and Enterprise Software company based in Houston, Texas. Review out-of-the box reports. 08 and later into a single patch release. With the BMC Helix ITSM suite of applications, you can create, configure, customize, deliver, and manage the IT Service Management requests and functions of your organization. Rather than defining that all IT service requests will be fulfilled in five hours, for example, create separate SLAs for each IT service you want to. Go to AR System Administration Console>> Server Information>> Click on Configuration >>. Easier upgrades through cloud-delivery model. , are registered with the U. aif-clustering-ingestion. See how easy it is to use the modern, persona-based UI to open and resolve tickets. This patch offers support for BMC Helix. BMC Helix ITSM Service Desk acts as a single point of contact for user requests, user-submitted incidents, and infrastructure-generated incidents. 6. 1. To perform any Email Rule Engine configuration procedure, you must have Email Rule Config permissions (these are Foundation related permissions). BMC Remedy IT Service Management Suite +BMC Helix ITSM On-Prem. We continually update and add to our Guides. ITIL provides a set of best practices and a framework for implementing an ITSM environment. 3 patches. Remedy 9 - IT Service Management Suite Control-M Workload Automation Support for Control-M/Enterprise Manager BMC Helix FootPrints Service Desk Track-It! IT Help Desk Software PATROL and ProactiveNet Performance Management (BPPM) CareersIn its 2022 Magic Quadrant for IT Service Management Tools, Gartner evaluates 10 vendors on ability to execute and completeness of vision. When you move up from Remedy on-premises to BMC Helix ITSM you gain: Predictive service management through auto-classification, assignment, and routing of incidents BMC Software offers industry-leading, predictive IT service management solutions that are fast, accurate, and cost-effective, whether you want to operate in the cloud, a hybrid model, or a data center. This course provides students with the information and hands-on lab exercises for configuring and administering Smart IT. Remedy ITSM Suite and BMC Helix ITSM service streamline and automate the processes around IT service desk, asset management, and change management operations. 0 documentation references. Basic Service Management is a book that every rookie in service management should read. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. BMC Helix ITSM Insights uses BMC Helix Portal to provide single sign-on authentication for users. List of BMC Remedy 9. BMC Software offers industry-leading, predictive IT service management solutions that are fast, accurate, and cost-effective, whether you want to operate in the cloud, a hybrid. , IT Service Catalogs), and where productivity is plateauing (e. In order to increase the size of attachments in Remedy/Smart IT. Thank you. 05 or later which runs in a container environment. The patch also includes an enhancement to Service. Learn how BMC Helix ITSM automates standard ITIL processes and offers extensive configuration options for various aspects of IT support and delivery, such as service request, service desk, asset, knowledge,. Gartner Digital Workplace Summit. BMC Helix ITSM – Problem Management 20. Internet of Things (IoT) scale automation. Enhancements to BMC Helix ITSM are: Product name changes in Remedy platform and Remedy ITSM applications. Datasheet: BMC Helix Operations Management with AIOps What’s New in Modern Observability and AIOps. e. Success Service Code: ITSM_STRT_002, ITSM_STRT_002_ONSHORE. For more information about ITSM Configuration checks, see BMC Remedy ITSM checks in Remedy Deployment online documentation. 1. This may include data from IT service management (ITSM), Smart IT, and BMC Digital Workplace. Technicians can quickly update BMC Helix ITSM or custom AR System applications via smartphones and tablets even offline in remote or secure areas with no network connectivity. The IT professional needs the database to understand vendor SLAs, to know which member of the team should handle the case, and to have a. Fast, accurate, agentless discovery. For information about dashboard concepts, see Setting. The service roadmap contains a list of all your services. In BMC Helix ITSM: Asset Management, BMC. BMC Helix ITSM might better suit companies with advanced I&O maturity who need highly-customized, ultra. Evaluate the cost and expertise required to deploy and operate the. Configuration management is intended to realize the following goals for IT projects, regardless of your ITSM framework: Defining, identifying, and understanding configuration dependencies between assets. ITSM 20. Website. 170 in-depth reviews from real users verified by. Laura Shiff. 3. The BMC Helix ITSM suite provides out-of-the-box ITIL ®-oriented IT Service Management functionality. We’re here to help. BMC Helix ITSM provides predictive IT service management for your modern enterprise. BMC Helix Employee Experience. 2022-11-04 - Adam Lawson - Updated package to reflect changes for a visual defect. Your BMC Helix ITSM services also include access to Smart IT. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. Stops data. x: Fundamentals Developing Progressive Web Applications COURSE CODE » SPPT -SIPW 2105 APPLICABLE VERSIONS » BMC Helix ITSM –Smart IT 21. AISM is an emerging approach that aims to solve the increasing challenges of traditional IT service. IT SERVICE MANAGEMENT BMC Helix ITSM: Enterprise Education Subscription COURSE ABSTRACT BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc. BMC Helix is an open and extensible solution that enables rich integrations with homegrown or third-party systems through APIs and no-code integration capabilities. 21. SMILEkanban is our implementation of Kanban Boards for all BMC Helix ITSM & Custom Build Applications. Remedy Incident to Jira IssueBefore you begin. BMC, the BMC logo, and other BMC marks are assets of BMC Software, Inc. 5 and above. Can't wait? Call us directly at (855) 834-7487 – Press Option 1 for Sales. BMC-Helix-ITSM-How-to-create-a-brodcast-in-SmartIT. Modern, mobile interfaces, built-in templates and guides, and instant, actionable insights help you work smarter and faster. The BMC Helix ITSM solution performed strongly in all critical capabilities. ITSM is dead, long live ITSM! The traditional approach to IT service management is thrashing about in its dying kicks. Steps to take during this phase include: Consider dependencies and integration with other tools in addition to the end-user experience. BMC Helix ITSM is a comprehensive ITSM tool given by BMC Software. BMC Helix ITSM is a powerful, industry-leading service management platform and fueling your IT transformation with intelligent, people-centric user experiences that helps you work smarter. BMC REMEDY IT SERVICE MANAGEMENT BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc. and the services are not currently required they may be scaled down using the steps below: Scale down the following deployments and set the number of replicas to zero. BMC Education Services offers ITIL certification paths and ITIL training for key roles across industries and organizations. The SOC is a 24×7 staffed security function that detects and responds to cyberattacks in real time. Fundamentally, though, ITOM operates on Service Operations Guidelines, a subset of overall ITSM, as the name implies. He discussed the recently released 21. 2. Integrations with tools like Jira to support a DevOps culture. After the BMC Helix IT Service Management installation is complete, you must apply application licenses within three days. Number of Views 3. February 27, 2021: A connector has been added to the Jitterbit Harmony platform. The ITIL ® 4 Foundation publication defines a value stream as a series of steps an organization undertakes to create and deliver products and services to consumers. ; Make sure you can log in to the application server and run scripts in the. 02. BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations. < 1 minute read. Advanced features like Automated Insights can be used to gain more proficiency for report creation. 08. BMC-Helix-ITSM-REST-API-incident-creation-with-worklog-attachment-is-failing-Unable-to-convert-the-JSON-to-an-object. It offers the following features: Fully configurable. As a developer, log in to BMC Helix iPaaS and navigate to the Cloud Studio. To open the configuration page, click Settings. For information about dashboard concepts, see Setting up dashboards. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. Unlike ITIL, integrated service management focuses on six core processes that are compatible with all IT service management processes throughout the IT service lifecycle. The Problem Management process focuses on determining the root cause of a problem, and on using the Change Management process to correct the root cause. IMPORTANT: The BMC Certified Associate: Helix ITSM - Smart IT 20. Manage team productivity with detailed reports, activity feeds, and dashboards. Margaret Lee. 2 minute read. To use the integration template with the values defined out of the box, you update the project variables with details of your systems and deploy the integration template. Remedy ITSM;. BMC Helix Digital Workplace. ServiceNow primarily operates on a Platform-as-a-Service (PaaS) model. BMC. This allows IT to prioritize events based on context and business need. 001: Patch 1 for version 18. Instructor-led Training. BMC Helix Dashboards. Ability to generate detailed datasets and topologies with dynamic service modeling. BMC Helix Portal —BMC Helix Portal is a SaaS solution with built-in common services on a microservices-based architecture and a set of integrated BMC Helix products from a single, unified view for an improved end-user experience. BMC provides a one-stop solution for all your ITIL service needs from architecture to integration and implementation to support. 02. This policy: Marks all events occurring the in scheduled time period for that CI to blackout; Automatically schedules downtime of TSIM Schedule downtime in TSIM for change requests received through ITSM. December 14, 2020. Roles and permission using BMC Helix Portal. Yogesh. BMC Helix ITSM does this by automatically collecting topology. Requires a BMC Helix iPaaS subscription and admin access to both BMC Helix ITSM and xMatters. BMC’s SaaS Security team continues to review and monitor the threat landscape and update the BMC Helix environment at the network, platform, and application layers. 01: Patch 1 for version 18. BMC named a Leader in the 2022 Gartner ® Magic Quadrant™ for ITSM Tools AI-powered service management to drive faster resolution Automated, AI-driven service management (AISM) capabilities enable faster, more accurate, and more efficient ways of delivering service innovations. For the the DevOps Integration feature for Jira and ITSM, select the following options under DevOps Integration and click Done:. Pass the online exam and earn Certified Associate designation. CMDB plug-ins. The service provider logs the incident. 01: Patch 1 for version 18. Resources and conversations around BMC Helix ITSM. 02. Define an exhaustive IT strategy. BMC is a leader in enterprise technology. 1. Based on the Scorecard Summary, users are very likely to recommend BMC Helix ITSM to others. With our history of innovation, industry-leading automation,. The Incident Management process focuses on getting users up and running after disruptions. Access to Remedy with Smart IT, its capabilities, and data is controlled by Remedy IT Service Management suite application permissions. BMC Helix ITSM Insights provides native AI Service Management capabilities with the BMC Helix Platform. 21. The following BMC Helix ITSM data is not archived: BMC Requester. 08 Patch 1 or later, and also installed the Remedy ITSM Version 18. We have seen multiple frameworks come and go and many new flavours of the month pass in and out of fashion. Its quick 50 pages introduce key ITSM concepts, then point you towards additional resources to solidify your knowledge. Example, 'bmc-itsm'. sbe. x and higher (9. The intuitive user experience is built around roles, not modules, to help you be more productive with less effort. Before you use BMC Helix IT Service Management 22. These ITIL-compliant applications automate the incident and problem management processes to enable IT to respond quickly and efficiently to conditions that disrupt critical services. When opening the Change Effort Log from the Change Management Application it has all of the same features as the other applications. ServiceNow vs BMC ServiceNow vs Microsoft ServiceNow vs IBM See All Alternatives. Documentation by Supported Product Version. Cognitive service enabled through the platform will allow developers to leverage AI capabilities in the context of their. Putting an ITSM platform in place long before the incident ever occurs is a smart and prudent decision. BMC Helix ITSM: Smart IT (Smart IT) provides the next-generation user experience for BMC Helix ITSM. regards. 69K. BMC Helix ITSM - RBE Create new rule. Save time with no-code authoring, progressive web applications, and drag-and-drop tooling. 3 iteration and. It provides service desk analysts with a. Specify the alias name of AR System server. Strengths and cautions of all 10 participating vendors. BMC Helix ITSM for Migrations - Suite Concurrent User License** per concurrent user - SaaS: Please refer to Service location for available datacenter locations. Creating ServiceNow incidents from BMC Helix ITSM incidents by using Jitterbit Harmony The template to integrate ServiceNow and BMC Helix ITSM has been updated to remove the support for the data integrity server. Read reviews. g. From ARS, to Remedy, to ITSM, and now to Helix ITSM, one thing has stayed the same, BMC has always been one of the leaders in enterprise help desk solutions. 0. Increasing employee satisfaction. 01: Patch 1. The following image shows the supported upgrade paths to upgrade to BMC Helix IT Service Management 21. Question answered by this article, in the form of a question. To configure incident rules. BMC Helix ITSM scores an average of 8. Jason Meserve. Organizations frequently adopt a predefined. ICC IT Service Management ApplicationTo overcome this issue we need to modify the deployment configuration files as follows: Go to directory (assuming "/home/git/bmc_deployment_engine" is where your. The purpose of configuration management. This knowledge article may contain information that does not apply to version 21. 1 Beta Program. This integration enables administrators to manage xMatters events in BMC Helix ITSM. Product owners need service management to feed items into their backlog for service improvement: If the ITSM continual improvement practice is broken or inefficient, backlogged items will either not reach the product teams or not be appropriately prioritised or. Knowledge. It is also sometimes. For more information about BMC Helix ITSM Insights, see Orientation in BMC Helix ITSM Insights documentation. You can use the POST method to create and update records such as incidents, change requests, problem investigations, and service requests in BMC Helix ITSM. AIOps identifies root causes of issues faster than humans can, using event patterns and service topologies. Namespace to install BMC Helix IT Service Management. Configure your columns, filters, fields and actions for each type of ticket. 2. The automation of IT has always been a core focus for the service management industry. Value stream maps are also one of the tools from Lean manufacturing. no need to do the workaround? Feb 27, 2013 05:12Applies to. If you have questions or require assistance with an article, please create a case. AppDynamics connector powered by Jitterbit; February. The service provider identifies an incident from alerts or trends from the components used to provide the service. The BMC Helix CMDB provides the features that you need to implement a CMDB in your environment. This coordination is what Service Integration and Management (SIAM) systems are designed to enable. For instructions about creating or editing dashboards, see Configuring dashboards, panels, and queries. Creating PDF and Word exports. Make sure that the namespace name consists of only lowercase alphanumerics and hyphens. March 17, 2021. To reducHear the findings of the BMC Helix ITSM and BMC Helix Digital Workplace Forrester Total Economic Impact (TEI) Study commissioned by BMC; Ask questions of Forrester ESM and ITSM subject matter experts; Featured Speakers: Julie Mohr Forrester, Senior Analyst. The country’s massive potential and prospect of becoming a global hub for cloud solutions influenced our decision to collaborate on Saudi Helix. BMC Helix is our common brand for the suite of SaaS offerings centered around Remedy, Business. 05-Jul-2028. Agile & ITSM together. BMC will be showcasing our BMC Helix SaaS based solutions. ITSM is highly customer focused, and includes the planning, designing, delivering, operating, and. 974. Question. Once. Remedy 9 - IT Service Management Suite Control-M Workload Automation Support for Control-M/Enterprise Manager BMC Helix FootPrints Service Desk Track-It! IT Help Desk Software PATROL and ProactiveNet Performance Management (BPPM) CareersPatch 1 for version 19. Building on leading cognitive service management (CSM) capabilities, BMC Helix now includes both ITSM and ITOM capabilities enabling organizations to proactively and predictively discover, monitor, optimize, remediate, and deliver an omni-channel service experience for IT and line-of-business. BMC IT Service Management Suite 18. 1 Beta Program. This includes ensuring that the specific email inbox that your. In short, it’s taking what works well in IT service management (ITSM) and applying it to the entire enterprise. All other BMC trademarks, service marks,BMC Certified Associate: Helix ITSM 19. BMC Helix offers industry-leading, cutting-edge service. The Reference Id for the user can then be used as a filter when they run reports. BMC Helix ITSM extends Russian language support and adds. Auto-update incident work notes with comments posted in Microsoft. Make sure that you specify the value for this parameter. These trademarks are in the U. “Enterprises are experiencing a tech tsunami with. It provides service desk analysts with a knowledge base of easy-to-find solutions and give users self-service search options to help them resolve issues on their own. Federal team, and I are thrilled to share that BMC Software achieved Impact Level 5 (IL-5) Provisional Authorization for BMC Helix ITSM and BMC Helix Digital Workplace. 02 and lower. BMC Helix ITSM is a comprehensive ITSM tool given by BMC Software. Provides a high-level understanding of business, information, and IT resources used to perform daily business operations. But what’s that at the very beginning of the Innovation Trigger. Get started with incident and problem management processes in. ITSM Certifications for 2021: A Beginner’s Guide. If BMC Remedy ITSM Process Designer is at version 8. These trademarks are registered and may be registered in the U. Service management (ITSM) offers a comprehensive approach to delivering IT services. You can watch the following video for overview of contract management:The digital employee experience (DEX) encompasses every aspect of your employee’s interaction with enterprise service management technology, from quality, ease of use, availability, security, and reliability But it also encompasses inclusivity, accessibility, and other aspects of the end-user experience. 9 percent SLA and is used worldwide by: Over 1,600 companies. If BMC Remedy ITSM Process Designer is at version 8. {"serverDuration": 108, "requestCorrelationId": "38684bcba7371699"} BMC Helix ITSM replaces Remedy. A link to the incident is included in the post. The Incident dashboard displays the Incident Management ticket information. The organization may bring in a new CIO and IT managers to offer enough executive support as required for a new ITSM implementation. g. BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations. IT leaders are increasingly asking how their teams can speed service and applications delivery,. Select *. ; Click Browse to navigate to and select the Publish BMC Helix ITSM Incident and Work-notes to a MS Teams Channel Update. It allows you show at a glance: The services you are spinning up. BMC helps customers run and reinvent their businesses with open, scalable, and modular solutions to complex IT problems. bmc. 3 is available for on-premises customers. ITIL drives business value by helping IT organizations share. 05 DELIVERY METHOD » Instructor-led Training (ILT) COURSE DURATION » 3 Days PREREQUISITES » None RECOMMENDED TRAINING » BMC AR System 20. To integrate Smart IT with BMC Digital Workplace Catalog. Structuring your IT support around levels or tiers is useful for several reasons: Strategically addressing customer needs. With more than 6500+ IT organizations, BMC has proven the most reliable and people-centric system. BMC Helix ITSM Insights is an application built on BMC Helix Innovation Studio, which consists of the proactive problem management, real-time incident correlation, and configuration UI. BMC Helix for HR Service Management solves these challenges by streamlining requests through a centralized portal, ensuring end-to-end efficiency and visibility for even complex workflows that involve multiple departments. In this course, the learners will be guided on how to access BMC Helix Portal, understand user access, and become familiar with. It is intended to work on multiple platformsthat use a standards-compliant browser, including both desktop and mobile devices. Key Features. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. This seismic shift puts service management in a very. Before you begin. The steps for setting up Access Filters are: Create an Access Filter on the data source. Supports BMC Helix Solutions —Discovery, operations management, service management, continuous optimization, and delivery of omni-channel experiences for IT and lines of business. May 4, 2021. BMC Helix ITSM Insights resource requirements. x Online Exam BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc. Normal changes sit happily in between those two extremes. Release notes and notices. hrs. A database forms the underlying element of the BMC Helix ITSM architecture. CSS ErrorEarlier versions of BMC Remedy ITSM extended the BMC Atrium Configuration Management Database (CMDB) data model by adding a number of ITSM-specific attributes to CI classes. BMC Helix Operations Management and BMC Helix ITSM must be registered to BMC Helix Integration Service. BMC Helix Client Gateway is a prerequisite to ITSM customers, including BMC Helix ITSM, BMC Helix Digital Workplace, BMC Helix Knowledge Management by ComAround, BMC Helix Innovation Suite Apps (Business Workflows, Virtual Agent, Communication Service Providers, Multi-Cloud Broker, etc. Get Pricing |. With this, ITSM’s goal is to consistently support and improve the delivery of IT services to align with the needs of the enterprise. BMC Helix Virtual Agent BMC Helix ITSM BMC Helix. Service management has now transformed from the rigid processes of 25 years ago, to today’s agile practices that are responsive to business needs. I have found several discussion threads however the information is scattered, a single pdf of doco will be helpful. These trademarks are registered and may be registered in the U. ITOM empowers the continuous alignment of services to: Understand utilization at the resource, application, and business service level. AISM is the application of artificial intelligence (AI) to service management, sometimes known as ITSM. BMC, the BMC logo, and other BMC marks are assets of BMC Software, Inc. As business evolves, so do our solutions. BMC Remedy ITSM is a service management tool that automates the ITIL process in the modern era. Posts. BMC Helix ITSM is a powerful service management platform that improves IT service delivery. Basic BMC Helix ITSM processes, such as creating tickets, viewing related items such as tickets, assets, or knowledge articles, and updating profile information are now easier and quicker. Build data-rich reports and graphs for insight into all aspects of service management. 18. Follow Following Unfollow Like 2 Liked 2 Unlike. BMC Helix ITSM 21. Specify the external IP address to enable external access. Smart IT provides the next-generation user experience that makes it easier to create tickets, view related items like tickets, assets, or knowledge articles, and update profile information. With this achievement, BMC now offers both Impact Level 4 (IL-4) and IL-5 environments running in AWS. BMC Helix IT Service Management OnPrem. BMC Helix; BMC Helix ITSM; Remedy ITSM; BMC Helix ITSM 23. PMI plainly spelled it out in the sixth edition PMBOK guide when it wrote: Program and project management focus on doing programs and projects the “right” way; and portfolio management focuses on doing the “right”. With this, ITSM’s goal is to consistently support and improve the delivery of IT services to align with the needs of the enterprise. January 5, 2022. BMC helix ITSM is a next-generation BMC remedy service management tool. This includes the following products: BMC Helix ITSM (Next Gen Remedy) BMC Helix Business Workflows; BMC Helix Digital Workplace; BMC Helix Virtual Agent; BMC. With the BMC Helix ITSM suite of applications, you can create, configure, customize, deliver, and manage the IT Service Management requests and functions of your organization. Dynatrace alerts and metrics are consumed by BMC Helix Operations Management and topology can be viewed in BMC Helix Discovery. 08. 1. x:. The different types of change and their categorization aids the smooth operation of the entire change process. When extending BMC Remedy ITSM applications, use the standards provided here to define a system code and form code that is unique. The term can be used interchangeably with Multisourcing Services Integration (MSI). Align resource forecasting with business demand. x: Fundamentals Using (WBT) Course duration: 4 hours . Integrating. With its depth and breadth of functionality, BMC Helix ITSM met key criteria and received high scores in self-service, knowledge management, and asset discovery. BMC Helix ITSM replaces Remedy. Important: Deployment of connectors powered by Jitterbit to different data centers is done in phases. The Incident Management process focuses on getting users up and running after disruptions. AI is affecting every part of our lives, including IT Service Management. Remedy IT Service Management - Troubleshooting issues during Load step of Data Management Tool. Create separate SLAs for each IT service you need to measure. 0, these attributes are now stored in the ITSM Foundation instead of the BMC Atrium CMDB. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. Concurrent users indicates the combined number of users that are logged in and actively working on a system across each of the following BMC Helix IT Service Management applications that are hosted on a single deployment of BMC Helix IT Service Management 21.