AI-powered service desk, omni-channel experience, predictive service management, knowledge-centered support, compliance tracking, and integration with financial industry systems.
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
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Ticket Creation System allows staff or clients to open new support tickets. |
BMC Helix supports ticket creation for staff and clients as a core ITSM/service desk function. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
The product offers automated and manual assignment of tickets to agents or teams. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
BMC Helix allows prioritizing tickets based on business rules and severity. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Tickets can be categorized by issue type, department, or other taxonomies within Helix. | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Status tracking (open, in progress, resolved, closed) is standard in BMC Helix ticket workflows. | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
Bulk edits and updates are supported through the administrative interface. | |
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Custom Ticket Fields Support for custom data fields in tickets. |
Custom ticket fields are configurable in the solution. | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
Merge and split ticket functionality is documented in BMC Helix resources. | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
Pre-defined templates can be used for quick ticket creation. | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
AI-based and rule-based automated ticket routing is a feature in BMC Helix. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Attachments are supported in ticket records (screenshots, logs, etc.). | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Automated notifications are configurable for ticket updates and status changes. | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
Ticket activity/audit logs are recorded for each ticket. |
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Email Integration Two-way ticket communication via email. |
Two-way ticket communication via email is integrated in BMC Helix. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
Real-time chat integration (native and with third-party tools) is available. | |
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SMS Notifications Notification and response support via SMS. |
Helix supports SMS notifications and responses. | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
Phone call logging within tickets is supported (part of omni-channel case management). | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
Social media integration (Twitter, Facebook, etc.) is supported. | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses can be configured via AI workflows and templates. | |
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Multi-language Support Supports communication with clients in multiple languages. |
The platform supports multiple languages for client communication. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Clients can access their tickets and submit new ones via a dedicated web portal. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Client feedback collection is possible via survey integrations (e.g., CSAT) in Helix. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
Automated SLA notifications are available as tickets approach or exceed SLA deadlines. |
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CRM Integration Direct integration with customer relationship management systems. |
Direct CRM integration (Salesforce and others) is available. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
BMC Helix offers integration with brokerage/trading platforms via API and connectors. | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
Documented REST APIs are available for custom integration. | |
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Webhooks Support for outbound event notification via webhooks. |
Webhooks/events are supported for outbound notifications. | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Knowledge base integration is supported; tickets reference KB articles and vice versa. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Single Sign-On (SSO) and Active Directory compatibility is available. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Calendar integration is possible (Outlook, Google calendar, etc.) for scheduling. | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
Reporting tool integrations (such as PowerBI) are part of BMC Helix platform capabilities. | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
Third-party chatbot integration is supported. |
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated ticket assignment with skills/rules engines is built in. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflows are supported for different ticket types. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
Macro/template actions are available for quick ticket handling. | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Escalation rules based on time or criteria are part of workflow configuration. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Automatic SLA enforcement is configurable. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
Duplicate ticket detection/prevention is present via AI-powered search. | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled/time-based actions are supported via automation. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows for compliance are supported. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Automated follow-up reminders can be set for agents and clients. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Workload balancing via assignment algorithms is supported. |
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Real-time dashboards and visualizations are core reporting features. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom report builder available for ticket data. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Export to CSV, Excel, PDF and other formats is supported. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Reports can be scheduled and distributed automatically. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Tracks and analyzes agent productivity and quality metrics. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
Tracks customer satisfaction (CSAT/NPS) and feedback trends. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend analysis for ticket volume and categories is available via analytics modules. |
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
End-to-end encryption for data in transit/at rest is specified as a compliance feature. | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based access control is standard for user/agent/admin functions. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Detailed audit logs are part of core security/compliance portfolio. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
Compliance with GDPR/CCPA and other regulations is promoted by BMC. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Data retention policies can be configured per client retention requirements. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication is supported for added security. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
IP whitelisting is available for restrictive platform access. | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Session timeouts and automatic logout features are configurable. | |
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Data Masking Sensitive client info is masked in UI and exports. |
Data masking for sensitive information is available in UI/exports. | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response tools, alerting, and compliance dashboards are included. |
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Interface is responsive and works on desktops, tablets, and smartphones. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Dashboards and workspaces in BMC Helix can be customized by user. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk ticket actions are a standard part of the admin UI. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
No information available | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
Dark mode/alternative UI themes are available in recent Helix versions. | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
BMC Helix aims for WCAG accessibility compliance. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search across tickets, clients, and KB is supported. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
Navigation is designed to be fast and intuitive; highly rated in reviews. | |
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Notification Center Centralized alert and reminder system for all events. |
Notifications are centrally managed and configurable per user/role. |
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Comprehensive knowledge base is built in and tightly integrated with tickets. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
AI-powered article suggestions are a part of predictive service/knowledge support. | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Full-featured self-service portal for clients. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
Community forums can be enabled for peer-to-peer knowledge sharing. | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Article usage analytics are available for knowledge base optimization. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
Article feedback/rating is supported within knowledge module. | |
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Version Control for Articles Maintains version history of knowledge base entries. |
Version control for KB articles is supported. | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Multilingual KBs supported; content can be managed in multiple languages. |
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Custom logo/colors for branding is supported in the client/agent portals. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Custom domain hosting for portals is available. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Customizable email notification templates are supported. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Business-specific/custom ticket fields are configurable for data capture. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
White-labeling capabilities are available for partner/customer deployments. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom workflows for business-specific processes are configurable. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization—regional/language and other settings customization is supported. |
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
BMC Helix is offered as a cloud/SaaS secure solution. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
On-premise deployment option is available for financial industry and high-security needs. | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
Redundancy and failover are part of Helix's enterprise reliability features. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Documented/tested disaster recovery plans are available for customers. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
Horizontal scalability is supported; platform is enterprise-grade and designed for large clients. | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Native mobile apps for agents and clients are supported. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
Maintenance windows can be scheduled/configured to minimize user impact. |
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24/7 Vendor Support Round-the-clock support from the vendor. |
24/7 vendor support is advertised as part of the enterprise offering. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account managers are common for BMC enterprise clients. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Implementation support is offered for onboarding new customers. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training materials and training sessions are part of BMC client services. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Migration assistance from legacy systems is provided. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development options are available upon request/contract. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Comprehensive knowledge base/help center for both user and admin support. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
Community support forums are part of the BMC value-added ecosystem. | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
Service Level Agreements (SLAs) are contractually defined for uptime, support, and more. |
Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
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Self-Service Portal Allows end-users to create and manage their own service requests via a web portal. |
BMC Helix provides a comprehensive self-service portal as a core ITSM capability. | |
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Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets. |
Knowledge-centered support is cited; knowledge base integration is a standard Helix capability. | |
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Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules. |
AI-powered request categorization & prioritization is a prominent feature. | |
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Request Fulfillment Time Average time taken to fulfill a service request. |
No information available | |
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Automated Routing Automatically assigns requests to the appropriate teams or personnel. |
Automated assignment (routing) is highlighted in BMC Helix product documentation. | |
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Customizable Forms Allows customization of request submission forms for specific information capture. |
Customizable request forms are standard in Helix ITSM. | |
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Multi-channel Request Submission Supports request submission via email, web, chat, and phone. |
Omni-channel experience is specifically noted in product description, including web, chat, phone, and email. | |
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Status Tracking Enables users and IT staff to track the live status of service requests. |
BMC Helix provides live status tracking for end users and agents. | |
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Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution. |
Service Level Agreement (SLA) tracking is a featured capability in Helix. | |
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Approval Workflow Automation Automates the approval process for certain types of service requests. |
Approval workflow automation is part of Helix workflow engine. | |
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Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes. |
Audit trail and request history are compliance features listed in product documentation. | |
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Mobile Accessibility Allows users and agents to manage requests via mobile devices. |
Mobile accessibility and app support offered for agents and requesters. | |
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Request Feedback Collection Collects customer satisfaction feedback after a request is completed. |
Feedback collection after request completion is supported. | |
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Bulk Request Management Enables bulk creation or updating of service requests. |
Helix supports bulk operations, including request and incident management. | |
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Integration with Asset Management Links requests to specific assets for context and tracking. |
Helix can integrate/relate service requests to asset records (CMDB integration). |
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Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts. |
AI-powered or integration-based automated incident creation from alerts is in Helix platform. | |
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Incident Logging Central archive for recording details of each incident. |
Incident logging and detail archiving is foundational to Helix. | |
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Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage. |
Prioritization and categorization for incidents is managed by Helix. | |
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Impact Assessment Evaluates and records the business impact of incidents. |
BMC Helix provides business impact assessment tools for incident management. | |
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Incident Resolution Time Time taken to resolve an incident from creation to closure. |
No information available | |
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Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules. |
Escalation workflows are part of SLA/policy automation capabilities. | |
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Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle. |
Communication and notification tools (to stakeholders) are standard. | |
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Major Incident Management Special process handling for critical/high-impact incidents. |
Major incident management and dedicated workflows included in Helix. | |
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Root Cause Recording Documents identified root causes post-resolution for future reference. |
Recording/documenting root causes post-resolution is a standard problem/incident feature. | |
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Incident Templates Predefined templates to simplify logging of recurring types of incidents. |
Predefined incident templates for common types are available in Helix configuration. | |
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On-call Management Integration Integration with on-call schedules to identify available responders. |
On-call management integration is supported through Helix and extensibility. | |
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Automated Incident Closure Incidents close automatically upon completion of resolution and verification. |
Automated incident closure upon verification is listed in Helix workflow and automation. | |
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Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more. |
Incident analytics and reporting tools are built-in (dashboards, export). |
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Problem Logging Provides a mechanism to record and track identified problems. |
Problem logging in integrated modules is standard in Helix. | |
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Known Error Database Maintains a repository of known errors and their workarounds. |
Known error database/repository support in Helix platform. | |
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Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram). |
Problem analysis tools (root cause, fishbone, etc.) can be configured as part of the module. | |
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Linkage to Incidents Connects related incidents to a single problem ticket for holistic management. |
Direct linkage between problems and related incident tickets is standard in BMC Helix. | |
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Problem Prioritization Assigns priority based on impact and urgency to problems. |
Problem prioritization by impact/urgency can be configured. | |
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Permanent Solution Tracking Tracks implementation of permanent solutions to problems. |
Tracking implementation of permanent solutions is part of the closure process. | |
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Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved. |
Problem review/closure workflows ensure issues are fully resolved before closure. | |
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Problem Trend Analysis Provides analytics on problem occurrence and trends. |
Problem-and-incident trending analytics are included in Helix reporting/analytics. | |
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Problem Reporting Enables detailed reporting on open, resolved, and recurring problems. |
Custom and standard problem reporting. | |
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Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems. |
Collaboration via notes, attachments, and group discussions is supported. | |
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Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow. |
Problem lifecycle automation via workflows and triggers is available in Helix. | |
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Audit Trail for Problems Logs all modifications and actions taken on a problem ticket. |
Audit trail for all modifications/actions on problem tickets is part of compliance features. |
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Change Request Logging Captures and records all requests for change to IT infrastructure. |
Change request logging is a fundamental part of Helix Change Management. | |
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Workflow Customization Customizable multi-stage workflows for review, testing, and approval. |
Workflow customization for multi-stage approvals/review integrates natively. | |
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Impact and Risk Analysis Assesses possible impacts and risks of proposed changes. |
Impact and risk analysis of changes supported in workflows. | |
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Change Calendar Visual display of planned changes to avoid conflicts. |
Change calendar/visualization to avoid conflicts displayed in Helix UI. | |
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Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings. |
CAB meeting integration is supported (scheduling, voting, documentation). | |
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Automated Notifications Notifies stakeholders about change status and upcoming implementations. |
Automated notifications to stakeholders are a standard feature. | |
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Backout Planning Documentation and approval of rollback plans in case of failure. |
Backout/rollback plan documentation is available in the change module. | |
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Change Approval Time Time required for a typical change request to be approved. |
No information available | |
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Change Collision Detection System warnings for potentially conflicting changes. |
Change collision detection/warnings provided in calendar and approval process. | |
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Change Documentation Attaches all supporting documentation, test results, and evidence. |
Change documentation is attached to change tickets throughout the workflow. | |
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Change Implementation Tracking Logs the application, outcome, and status of each change. |
Implementation tracking built-in with full audit tracking. | |
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Post-Implementation Review Supports structured review of change outcomes to capture lessons learned. |
Post-implementation review process supported in change workflow. | |
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Change Auditing Maintains a complete audit trail for compliance and control. |
Change auditing is available as part of regulatory/compliance requirements. |
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Asset Inventory Management Central repository for all IT hardware, software, and virtual assets. |
Asset inventory/CMDB included in BMC Helix core. | |
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Auto-Discovery Automatically discovers and updates records of IT assets in the environment. |
Auto-discovery of IT assets through BMC Discovery product integration. | |
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Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships. |
Full CMDB for configuration management and relationships. | |
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Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement. |
Tracking full asset lifecycle phases is a component of IT Asset Management. | |
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Relationship Mapping Visual display of dependencies and relationships among assets and services. |
Dependency and relationship mapping (visual) is included in the CMDB functionality. | |
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Change Impact Analysis Assesses which assets/services will be affected by proposed changes. |
Change impact analysis on related assets/services is standard. | |
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Software License Management Tracks license usage, compliance, and renewal requirements. |
Software license management (tracking/compliance) offered. | |
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Asset Tagging Supports tagging and tracking of physical and digital assets. |
Asset tagging and tracking included in asset management. | |
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Integration with Procurement Systems Links asset records with purchasing/procurement data. |
Integration with procurement/sourcing systems can be configured. | |
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Asset Valuation Captures and updates current asset value over time. |
Asset valuation can be tracked in asset records. | |
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Audit Trails for Assets Tracks all changes and movements of each asset. |
Audit trail of asset changes is supported ('who changed what, when'). | |
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Bulk Asset Import/Export Facilitates batch upload and download of asset records. |
Bulk import/export of assets is supported. |
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SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties. |
SLA definition engine is available for modeling escalation and penalties. | |
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SLA Timer/Clock Realtime SLA countdown timer for each ticket/request. |
SLA timer/clock is managed for every tracked request/ticket. | |
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Breach Notifications Automatic escalation and notifications when SLA targets are at risk. |
Automated notifications for breaches/escalation provided. | |
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Multi-tier SLA Support Allows different SLAs for different categories, users, or services. |
Multi-tier SLA structures (by customer, category, etc.) are configurable. | |
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OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking. |
OLA/UC management for internal and supplier agreements supported. | |
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SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches. |
SLA reporting/analytics available in dashboards and exports. | |
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Out-of-hours SLA Configuration Considers support calendars in SLA timing. |
Out-of-hours SLA timing by support calendar configurable. | |
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Customer Communication Templates Reusable templates for proactive SLA-related communication. |
Templates for standard communications are available. | |
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Real-time SLA Monitoring Monitors current SLA compliance for all open items. |
Real-time monitoring for open SLAs across requests included. | |
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SLA Policy Versioning Tracks changes and provides version control for SLA policies. |
SLA policy versioning and audit trail are maintained. |
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REST API Support Full-featured, documented REST API for integration with external systems. |
REST API is fully documented and widely used for integrations. | |
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Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.). |
Pre-built connectors for major systems (AD, email, monitoring, etc.). | |
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Webhooks Supports push notifications to and from other systems based on events/triggers. |
Webhook/event integration supported via automation platform. | |
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Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation. |
Scripting and advanced workflow/automation supported. | |
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Marketplace for Add-ons Directory of available third-party integrations and add-ons. |
Helix Marketplace offers certified add-ons/integrations. | |
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Data Import/Export Tools Bulk data transfer between platforms with configurable mapping. |
Data import/export tools (including mapping) are standard. | |
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Custom Field Support Ability to add custom data fields to objects in the system. |
Custom fields configurable per object in the platform. | |
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Event-Driven Integration Engine Orchestrates business logic triggered by system events. |
Event-driven logic/integration engine supports orchestration. | |
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Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage. |
Supports SAML/OAuth and other open authentication for SSO/API. | |
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Integration API Rate Limit Maximum supported number of API requests per second. |
No information available |
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Role-based Access Control Configurable permissions based on user roles and responsibilities. |
Role-based access control is core to all modules. | |
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Multi-factor Authentication Requires at least two authentication methods for access. |
Multi-factor authentication is an available configuration (especially in SaaS offering). | |
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Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access. |
Single Sign-On (SSO) is supported for enterprise integration. | |
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Data Encryption at Rest All customer and system data is encrypted when stored. |
Data encryption at rest included for all customer/system data. | |
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Data Encryption in Transit TLS or equivalent protection for all communication. |
TLS or equivalent encryption for all data in transit. | |
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Audit Logging Tracks every user action and system change for compliance. |
Comprehensive audit logging for compliance included. | |
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Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements. |
Compliance certifications (GDPR, SOC2, etc.) are claimed on website and datasheets. | |
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Regular Security Updates Receives frequent, automatic security patching and upgrades. |
Regular security updates and patch management are advertised with SaaS offers. | |
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Access Review and Certification Tools to review and certify access rights regularly. |
Access review/certification tools are included for governance. | |
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Data Retention Policies Configurable policies for automatic data archiving/deletion. |
Configurable data retention policy (archive, delete) for compliance. | |
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Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses. |
Anonymization/masking of sensitive data is available for non-prod environments. |
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Real-time Dashboards Live views of service health, workload, and open tickets across IT services. |
Real-time dashboards of key metrics and service health are standard in UI. | |
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Custom Report Builder Allows creation of custom reports with selectable fields and filters. |
Custom report builder with drag-and-drop/field selection in analytics module. | |
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Scheduled Reporting Automatic generation and delivery of reports at specified intervals. |
Scheduled (recurring) automated reporting is available. | |
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Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time. |
Historical trend analysis available for requests, incidents, assets, etc. | |
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KPI Monitoring Tracks achievement of key performance indicators for teams and services. |
KPI monitoring dashboards monitor key performance indicators. | |
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Drill-down Capabilities Users can drill into summary figures for detailed investigation. |
Drill-down from high-level dashboards to details is standard. | |
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Export Options Download reports in common formats (CSV, PDF, XLS). |
Report export in formats like CSV/XLS/PDF is available. | |
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Report Sharing Shareable links or automatic email delivery to stakeholders. |
Reports can be shared via email or links. | |
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Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps). |
Rich data visualization tools included for analytics. | |
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Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box. |
Pre-built templates for common reporting needs are available. |
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Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation. |
Customizable UI available (layouts, themes, navigation). | |
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Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities. |
Accessibility compliance (e.g. WCAG) is promoted, but level may vary by module. | |
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Localization/Multilingual Support Offers the interface in multiple languages for global teams. |
Localization and multilingual support provided for global deployments. | |
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Mobile App Availability Native mobile applications for iOS and Android devices. |
BMC Helix offers mobile apps for iOS and Android for agents and users. | |
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Performance/Snappiness Average system response time for UI actions. |
No information available | |
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Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users. |
Contextual/in-product help, guided walkthroughs, and tooltips are available. | |
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User Onboarding Tools Walkthroughs, checklists, and tutorials for new users. |
Extensive onboarding and tutorial tools for new users. | |
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Personalized Dashboards Users can create personal views of important metrics and tickets. |
Personalized dashboards/preferences supported for end users and agents. | |
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Unified Search Cross-module, full-text search functionality. |
Unified search capability across tickets, users, assets, KB, etc. | |
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Notification Preferences Users can customize their notification settings per medium and event. |
Notification preferences can be configured per user and channel. |
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Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution. |
Multi-tenancy/partitioning supported for managed service and enterprise use cases. | |
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User Role and Permission Management Fine-grained control over what each user can view and do. |
Granular user role and permission assignment is standard. | |
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Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports. |
Bulk import and provisioning from directory/CSV supported. | |
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High Availability Architecture supports clustering and failover to ensure service continuity. |
High availability (clustering/failover) part of SaaS and on-premises architecture. | |
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Data Backup & Recovery Automated, scheduled system backups with recovery procedures. |
Automated backup and disaster recovery procedures are advertised. | |
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Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage. |
No information available | |
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Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time. |
No information available | |
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Scalable Architecture Can support rapid growth in user base and transaction volumes. |
Scalable architecture for large deployments is a key design element. | |
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24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time. |
24/7 support availability is provided for BMC Helix SaaS. | |
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Release and Patch Management Automated rollout and rollback processes for updates. |
Automated release/patch management is part of product lifecycle. | |
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Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity. |
Monitoring and alerting framework for outages, errors, system health is included. |
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