Integration Pack for BMC Helix ITSM

Automate BMC Helix ITSM from Microsoft System Center Orchestrator with reliable, reusable integration activities built for enterprise IT operations.

BMC Helix ITSM is an enterprise-grade IT service management platform designed to help IT teams manage incidents, problems, changes, assets, service requests, knowledge and operational workflows across complex environments. Built for ITIL-aligned service management, BMC Helix ITSM brings together service desk processes, intelligent automation, knowledge management, change governance, CMDB and service operations capabilities to help organisations resolve issues faster, reduce risk and improve service quality.

BMC Helix ITSM provides a comprehensive platform for modern IT service management. It supports core service management processes including incident management, problem management, change and release management, asset management, service request fulfilment and knowledge management. For larger IT organisations, it helps standardise service delivery, align teams around common processes and connect service management with operations, governance and business service reliability.

By combining structured ITSM workflows with intelligent automation and integrated data, BMC Helix ITSM enables support teams to move from reactive ticket handling towards more proactive, efficient and insight-driven service operations.

Typical Automation Scenarios

• Automated Incident Creation
  Create BMC Helix ITSM service records from enterprise monitoring tools, infrastructure events or custom sources
• Service Record Monitoring
  Watch for new or modified records and trigger Orchestrator workflows when defined criteria are met
• Diagnostic and Remediation Workflows
  Launch automated checks, collect system information, restart services or invoke corrective actions when a ticket is created or updated
• Request Fulfilment
  Automate repeatable service requests such as access provisioning, server tasks, application actions or operational approvals
• Change Process Integration
  Create or update ITSM records as part of controlled infrastructure or application change workflows
• Attachment Handling
  Upload supporting evidence to service records or download attachments needed by automated processes
• Data Synchronisation
  Retrieve and update request information so runbooks and service desk records remain aligned

Benefits at a Glance

• Connect Automation to The Service Desk
  Trigger, update and track BMC Helix ITSM records directly from Orchestrator runbooks
• Reduce Custom Scripting
  Use pre-built integration activities rather than building every interaction with BMC Helix ITSM from scratch
• Improve Operational Consistency
  Standardise how incidents, requests and changes are created, updated and monitored across automated processes
• Accelerate Response and Remediation
  Monitor for new or changed service records and use Orchestrator to launch diagnostic or remediation workflows
• Increase Visibility and Auditability
  Keep service records aligned with automated actions so teams can see what happened, when it happened and how it was handled
• Protect Existing Orchestrator Investments
  Extend established runbooks and automation patterns rather than replacing working processes

Key Capabilities

• Create new requests in BMC Helix ITSM forms
• Retrieve requests using configurable filter criteria
• Update one or more fields on an existing request
• Delete requests where appropriate and permitted
• Monitor Helix ITSM forms for new or changed records
• Search Helix ITSM forms using advanced search criteria
• Upload attachments to existing requests
• Download attachments from service records
• Support automation against BMC Helix ITSM and selected Remedy ARS versions

Integration Activities