We help you deliver transformative IT service management.

HomeSolutionsBMC SoftwareBMC Helix ITSM

Cloudaction enables you to quickly reap the benefits of Helix ITSM. Our consulting services help you fully leverage the platform’s features to transform service desk efficiency and effectiveness.

Drive service desk excellence with Helix ITSM.

BMC Helix ITSM is the leading service management platform for delivering intelligent, user-centric experiences. It enables IT leaders to empower their teams with advanced tools and out-of-the-box ITIL processes that support value-added services and delight business users. By transforming the agent experience, Helix ITSM drives increased ROI and measurable improvements in service desk efficiency.

Developed by BMC, the world leader in IT automation, Helix ITSM’s industry-leading platform is delivered in the cloud, on-prem, or as a hybrid solution. IT has everything you need to raise your service management game. Selecting the right BMC partner will take you to the next level faster, and with more confidence.

We make Helix ITSM hum.

Helix ITSM is the engine that drives IT transformation. You can deliver amazing service management. Take advantage of advanced cognitive automation. Quickly enable ITIL-aligned best practices. And precise monitor your performance via smart reporting. Cloudaction can help you install and fine-tune Helix ITSM so that IT sets the service management pace for your organization.

White cloud with lines behind it indicating movement

Helix ITSM Benefits and Features*

BMC Helix ITSM delivers predictive service management across multi-cloud environments. Key benefits include:

  • Transforming the agent experience with cognitive automation
  • Centralized, single-pane-of-glass management across multi-cloud environments
  • Integrated collaboration tools to resolve issues quickly
  • Optimized across devices so you choose what works for you
  • Drag-and-drop report creation with easy-to-understand visualizations
  • Quick time-to-value with out-of-the-box ITIL, best practice reports, and KPIs


Helix ITSM has everything you need to deliver amazing, predictive and industry-leading service management to your organization. Features include:

  • Modern persona-based UX – Optimized across devices and personalized by role in the organization to maximize effectiveness so that issues are resolved quickly and accurately.
  • Cognitive automation capabilities that transform the agent experience – Predictive service management through autoclassification, assignment, and routing of incidents, tickets, and incoming emails.
  • IT service support functions integration – Intelligent and context-aware integrated support capabilities including change, asset, service-level, service-request, identity, and knowledge management.
  • Comprehensive and intuitive change management capabilities – Provides direct visibility and data driven insights into business priorities.
  • Out-of-the-box ITIL processes – Aligns to ITIL best practices quickly and cost-effectively, along with expert services and training.
  • Comprehensive knowledge management – Built-in knowledge-centered service to help deliver fast and accurate service and support. Life-cycle management of knowledge articles (including multi-media enhanced and external materials) for effective curation and up-to-date information.
  • Multi-cloud service management – Seamless service experience across multi-cloud environments. Flexible and configurable cloud-based multi-service, multi-provider incident, change and problem management brokering including integration with leading agile dev tools.
  • Smart Reporting – Powerful reports and visualizations allowing data-driven insights.


Want more results from your digital investment?