BMC Helix ITSM Software Services
Reset the limits of IT with BMC Helix.
XTIVIA architects, builds, and runs BMC Helix for the enterprise — ITSM, ITOM, and AIOps on one ServiceOps platform, with agentic AI governed and in production rather than stuck in a demo.
Platform
One platform for ServiceOps
BMC Helix embeds agentic AI into every ServiceOps process — predicting issues before they happen, automating resolution, and giving teams time back to innovate. We help you land it well, with governance, data quality, and adoption designed in from day one.
Service management
Incident, problem, change, release, and request on a cloud-native BMC Helix foundation.
Operations & AIOps
Service-centric observability, event correlation, and root-cause analysis across hybrid and multi-cloud.
Trustworthy CMDB
BMC Helix Discovery feeding a CMDB your change process can actually rely on.
Agentic AI & AgentOps
BMC HelixGPT and a fleet of AI agents, deployed with the guardrails an enterprise requires.
Agents
Agentic AI for ServiceOps that scales with your business.
BMC Helix ships a fleet of named AI agents across ITSM and AIOps. XTIVIA deploys, tunes, and governs them — including BMC HelixGPT's bring-your-own-LLM model, so sensitive data stays under your control.
ITSM
Service Collaborator
Automates ticket classification, answers agent queries, and routes incidents intelligently.
ITSM
Employee Navigator
A conversational assistant that sees and hears, giving employees instant answers.
ITSM
Insight Finder
Surfaces in-context insights and causal analysis to sharpen decision making.
ITSM
Knowledge Curator
Validates and normalizes articles so the knowledge base stays accurate.
ITSM
Service Catalog Curator
Catalog curation, workflow creation, and personalization across your service portfolio.
AIOps
Change Risk Advisor
Predicts and reduces operational risk so changes accelerate without loosening governance.
AIOps
Situation Analyzer
Eliminates event noise by correlating alerts, traces, and metrics into context.
AIOps
Best Action Recommender
Simplifies root cause analysis with step-by-step resolution recommendations.
AIOps
Deep Root Cause Analyzer
Refines root-cause hypotheses with analysis that mirrors real debugging workflows.
AIOps
Log Analyzer
Summarizes large volumes of log data into plain-language situational insight.
AIOps
Ops Swarmer
Pulls stakeholders, data, and AI insight into one bridge to speed response.
AIOps
Vulnerability Resolver
Improves risk identification and recommends actions that strengthen security posture.
Service Management Portfolio
ITSM and enterprise service management
One platform for IT and every other service team — the modules we select, license, configure, and run for you.
BMC Helix ITSM
AI-driven service management for the modern enterprise, with natural-language interaction via BMC HelixGPT.
BMC Helix Digital Workplace
Consumer-grade self-service with agentic AI assistance and multi-channel experiences.
BMC Helix Enterprise Service Management
Personalized experiences and faster outcomes beyond IT — one platform, every service team.
BMC Helix Business Workflows
Codeless workflow automation that extends service delivery into any line of business.
BMC Helix Customer Service Management
Exceptional B2B customer service experiences that build brand loyalty.
BMC Helix HR Service Management
Employee-facing HR case management on the same platform as IT.
BMC Helix Field Service Management
Scheduling, dispatch, and mobile execution for field technicians.
BMC Helix Workplace Service Management
Facilities, space, and workplace requests handled with the same rigor as IT.
BMC Helix Portfolio Management
Portfolio, demand, and investment visibility across the IT estate.
BMC Helix Security Incident Handling
Structured intake, triage, and response for security incidents inside service management.
BMC Helix Knowledge Management
Intelligent recommendations and built-in best practices keep information accurate and actionable.
BMC Helix Service Level Management
Define, monitor, and report on service performance to keep IT and the business aligned.
BMC Helix CMDB
A single source of truth for infrastructure and services — better efficiency, lower risk.
BMC Helix Asset Management
Full lifecycle oversight from procurement to retirement for every IT investment.
Operations Portfolio
AIOps, observability and discovery
The operations half of ServiceOps — the signals, topology, and automation that keep services running at peak.
BMC Helix Operations Management
Cloud-native SaaS isolating root cause across events, metrics, logs, traces, and changes.
BMC Helix Observability
Full-stack ingestion of metrics, events, logs, and traces with dynamic service models.
BMC Helix Discovery
Agentless discovery and dependency mapping across data centers, public cloud, and edge.
BMC Helix Event Management
Intelligent event clustering and situation fingerprinting that cut through alert noise.
BMC Helix Network Management
Enterprise network observability, configuration, and change control.
BMC Helix Continuous Optimization
Predictive capacity planning and resource right-sizing for service assurance.
BMC Helix Automation Console
Vulnerability remediation and patch orchestration at enterprise scale.
BMC HelixGPT
The open, bring-your-own-LLM layer with built-in security, residency, and compliance guardrails.
Offerings
Where we plug in
Fixed-scope engagements or an embedded team — choose the level of support that matches where you are today.
Consulting & Advisory
Deep product knowledge applied to selection, licensing, and a costed ServiceOps roadmap.
Implementation
Best-practice installation, configuration, integration, and rollout for any BMC Helix module.
Platform Migration
Move onto BMC Helix from legacy Remedy on-premises or a competing ITSM platform.
Managed Services
Remote administration by certified staff — monitoring, releases, and optimization after go-live.
AgentOps & AI Enablement
Deploy and govern BMC HelixGPT and the AI agents so pilots reach production.
Integrations & Extensions
Connect BMC Helix to identity, monitoring, ERP, and DevOps toolchains.
Signature Offering
Migrating onto BMC Helix ServiceOps.
Legacy Remedy on-premises, or a competing ITSM platform you have outgrown — the destination is the same and so are the landmines: custom workflows, integrations, CMDB data quality, change governance, and end-user adoption.
- 01
Discover & assess
Inventory customizations, integrations, data quality, and user populations on the incumbent platform.
- 02
Architect target state
Design the BMC Helix tenant around out-of-the-box ServiceOps patterns wherever possible.
- 03
Pilot & validate
One service group, one tenant, real load — prove the model before you scale it.
- 04
Migrate & cut over
Phased waves with data synchronization and parallel run to protect live operations.
- 05
Adopt & govern AI
Enable BMC HelixGPT and the AI agents, drive adoption, and retire the legacy stack.
XTIVIA IP
ScanStar, our own BMC Helix plug-in.
We do not only implement the platform — we build on it. ScanStar extends barcode scanning into BMC Helix asset and service desk workflows.
Barcode-driven asset capture
Scan hardware straight into BMC Helix Asset Management instead of keying records by hand.
Service desk workflows
Attach scanned assets to incidents, requests, and changes inside BMC Helix ITSM.
Built and supported by XTIVIA
Our own plug-in, maintained alongside the BMC Helix releases it extends.
The Case for the Platform
Why enterprises standardize on BMC Helix
Independent analysts and certification bodies have put the platform through its paces. These are BMC Helix's published figures — we help you actually realize them.
Reduction in IT costs through automation, resource optimization, and precise forecasting
Increase in operational efficiency across service and operations teams
More incidents resolved autonomously by AI agents that detect, decide, and act
Of incidents prevented from ever reaching production
Forrester Wave™
Named a Leader in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025.
TrustRadius
Received the 2025 Top Rated Award for ITSM excellence.
PinkVERIFY®
Certified across 18 IT service and operations management process areas.
Customer Outcomes
BMC Helix at the scale of the Fortune 500.
Different industries, different starting points — but a common pattern in how the work unfolds. Here is what that looked like for two enterprises.
Let's talk about your BMC Helix initiative.
Thirty minutes with a BMC Helix architect. We will listen, ask sharp questions, and tell you honestly whether the platform — and whether we — are the right fit.
Field Notes
Start with these
Practical BMC Helix material — one series from our team, one white paper from BMC Helix.
Webinar Series · Watch
A multi-part series walking through BMC HelixGPT in practice — what the AI agents do, how they are configured, and what it takes to run them in a real service organization.
View the webinar seriesWhite Paper · BMC Helix
How agentless discovery and dependency mapping give service and asset teams a source of truth they can actually act on.
Read the white paperWhy XTIVIA
Why teams pick us for BMC Helix
BMC Helix is not a side practice for us. It is one of the disciplines XTIVIA has built around for two decades — with certified architects, a published plug-in on the platform, and the operational muscle to run it once it is live.
BMC Helix Solutions Partner
An authorized partner and reseller, and a past North America Partner of the Year.
Full portfolio depth
Certified experts across ITSM, Discovery, CMDB, Digital Workplace, Operations Management, and BMC HelixGPT.
Migration experience, not theory
We have re-platformed long-running Remedy installations and competing ITSM tools onto BMC Helix.
We build on the platform
XTIVIA develops ScanStar, a BMC Helix plug-in for barcode-driven asset and service workflows.
Let’s Talk Today!
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304 South 8th Street, Suite 201
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Additional offices in New York, New Jersey,
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