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magic_tablet.jpgBMC invites customers and partners to get a sneak peek at what BMC is working on in terms of User Experience enhancements for our BMC Helix ITSM / Remedy ITSM solution. As part of the ITSM UX beta program you’ll have an opportunity to engage directly with BMC product management and R&D to help validate and provide feedback on the new user experience capabilities BMC Helix ITSM / Remedy ITSM.


Phase 2 of this beta program starts on July 7, 2020. We continue to focus on the new UI technology used in select areas of the Smart IT UI, but also give participants a chance to test the exciting new functional capabilities of Smart IT and the mid-tier UI that are planned to be added in next release.


What's needed from you?

  • Attendance in beta calls.
  • Time and resources to test the new release.
  • Willingness to collaborate with BMC and other customers in our beta community space and to provide open feedback.
  • Be a willing Customer Connect Reference upon successfully completing the program.


How to Sign Up

  1. Make sure you have a BMC Account:

    1. Don't have one yet? Click here to register. (If you're already a Communities member: good, you're covered and can skip this step.)

    2. Log into (to activate your account for Communities).

    3. Log into (to activate your account for documentation).

  2. Have an active BMC Support ID in your profile:

    1. Login to BMC Support.

    2. Edit Profile ==> Click on "BMC Support Access" section.

    3. Enter "Support Contract ID" or Follow the link to "manage your support subscription."

        • Click here for customer help with locating Support Contract ID.

        • Click here for partner help with locating Support Contract ID.

  3. Have an individual company email address registered in your profile (e.g., and not
  4. Complete our new Pre-Release Agreement:
    BMC Software Prerelease Agreement applies to both hosted (environment provided by BMC) and on-premise (your own test environment).
  5. Click here to request to join our private Communities group.
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SOAP guide.jpgHave you heard the term SOAPs lately? The acronym stands for Service Orchestration and Automation Platforms, they represent the emergence of an enterprise orchestration engine that spans diverse applications and infrastructures. In this guide, Gartner explains what I&O leaders must use to drive customer-focused agility.


Report Topics

  • Why using SOAPs is necessary to drive customer-focused agility

  • Market recommendations for getting better business value from IT automation

  • Key differences between SOAPs and RPA tools


Key Findings

  • Traditional workload automation strategies are unable to meet the needs of heterogeneous IT environments that include cloud-native infrastructure and big data workloads.
  • Digital business requires multiple teams, both within and outside of IT, to take advantage of real-time, event-driven orchestration of business services.
  • Improved efficiency remains the key driver for investments in I&O automation.


Get the full report: Explore the Gartner Market Guide for Service Orchestration and Automation Platforms (SOAPs) - BMC Software

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The IT Channel’s Top Partner Programs are Highlighted

For the fourteenth consecutive year, BMC has received a 5-Star rating from CRN®, in its 2020 Partner Program Guide. This annual guide is the definitive listing of the most rewarding partner programs from technology companies that provide products and services through the IT channel. The 5-Star rating is awarded to an elite group of companies that offer solution providers the best of the best in their partner programs.


2020_CRN PPG_5 Star Winner.pngThe Channel Company’s research team analyzed each vendor’s partner program to determine the 2020 5-Star ratings. Each was scored based on several factors, including investments in program offerings, partner profitability, partner training, education and support, marketing programs and resources, sales support, and communication. Based on that assessment, the partner program with BMC stands among the elite technology suppliers in the IT channel, providing maximum value and support for solution providers.


"With the speed and complexity of technology today, solution providers need partners that can keep pace and support their growing business,” said Bob Skelley, CEO of The Channel Company. “CRN’s Partner Program Guide features insight into the strengths and benefits of each company’s program to identify those that truly support and drive positive change within the IT channel."


BMC received this designation by exemplary aspects of its partner program:

  • Rewarding solution providers with additional rebates when they discover, register, and win net new opportunities
  • Sharing BMC best practice implementation methodology
  • Supporting partners through BMC consulting services as partners expand their experience and expertise on new BMC technology through the Xcelerate program
  • Aligning the BMC channel sales and BMC sales organizations to increase partner engagement


These benefits are a few examples of BMC’s award-winning programs and industry-leading solutions, which have resulted in double-digit pipeline growth for the BMC ecosystem.


"The CRN 5-Star rating validates BMC’s distinctive channel program for the fourteenth consecutive year. We want BMC to be viewed as a top choice for solution providers and that motivates us to keep developing our partner programs so that our partners achieve the success they desire,” said Jorge Lopez, BMC area vice president Americas Ecosystem Sales."


The 2020 Partner Program Guide is featured in the April issue of CRN and online at 2020 Partner Program Guide.

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There is no real playbook for navigating times like these. We are all making adjustments and concessions to ensure that we play our part as global citizens in flattening the curve of the coronavirus. We extend our appreciation to those on the front lines every day who work to ensure a safer world.


man-standing-at-desktop.jpgAt BMC, we continue to encourage our teams around the world to work from home and adhere to their local government guidelines. We are supporting all of our workers in doing what is right for their families, as we collectively ensure that we are doing what is right for you.


  • We’ve created new resources to help you during this time as your organizations continue to adjust to changing needs and requirements. We’ll post new information and guidance on how to take advantage of your existing investments with BMC to optimize for the present, and be well positioned for the eventual upswing.


  • We have expanded our online learning and training so that you and your teams can continue your learning 24/7 from wherever you are. We’ll be posting schedules soon with free, short webinars on our products (with training) and weekly calls with an instructor for Q&A and technical deep dives.


  • Our BMC Communities space has brought together very specific technical and educational resources that address the challenges brought on by the coronavirus pandemic to ensure that you and your teams are well equipped for the months – and years – ahead.


We are the company that has supported your ongoing digital transformation, and we’ll be here to help you navigate your future as an Autonomous Digital Enterprise. We encourage you to reach out and let us know if we can help or support you during this time as we all continue to adjust and quickly normalize to a new way of working.


Stay healthy, stay well.


Read the communication from Ayman Sayed, President and CEO at BMC

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BMC has developed coronavirus resources on BMC Communities and the BMC website.



COVID-19 Response Resources Community

This new community provides links and access to resources and guides on how to leverage BMC technology through the shifts in business requirements. It offers product info, access to resources and education, and an opportunity to connect on BMC Communities.


COVID-19 Response Web Page

This new web page brings together various assets, comments, and guidance to support our customers and partners as they navigate the new normal and the new associated business requirements. This page will provide regular updates on what BMC is doing and how we can help.


These pages are key resources for customers and partners seeking information on BMC offerings that help with business challenges during this time.

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Shared Services Canada (SSC) has selected BMC's Remedy IT Service Management (ITSM) solution to accelerate the Government of Canada's adoption of standardized enterprise ITSM processes. With BMC, SSC will gain an automated self-serve portal showcasing its modernized online product and service catalog and real-time order tracking for the Government of Canada's departments and agencies and more than 300,000 users.


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Several new Control-M resources were released in the past few weeks. We would like to highlight them for you here to make sure you are up to date on what you have available to you as a resource.


Video Series

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Check out our new video series on YouTube called Control-M Crowdsource Corner, aka "Triple C," which answers common Control-M questions. The videos are a fun way to share information about Control-M, and they are only two to three minutes in length.


Control-M Crowdsource Corner Season 1


Customer Stories

We have two new customer stories to share. Sky Italia and Up Si Vale! Sky Italia is a customer-centric business that wanted to make a unique customer experience for some of its most popular shows, such as X Factor, 4 Restaurants, and Uomo Partita (Man of the Match). Mexico-based Up Sí Vale is a financial services provider that is an issuer of pre-paid payment cards and electronic wallets and serves more than 185,000 customers. Before they had an automation solution, 85 of their processes were being executed manually by a team that worked on it 24/7/365. Read more of their stories below, and share them with customers.



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Tech Notes

And lastly, we have new guides called "Tech Notes" which give you a technical how-to on a particular subject. The MongoDB tech note explains how to embed MongoDB queries and operations into business workflows and the Kubernetes tech note describes to orchestrate workflows running in a Kubernetes environment to people who have a general knowledge of Control-M and Kubernetes. These are great to share with customers who may be using these technologies already.






There you have it, a great variety of new Control-M content for you to have as a resource and to share with customers. We'd love your feedback—leave a comment below and let us know what you think.

Loreal Hunter

New Control-M E-Book!

Posted by Loreal Hunter Employee Jan 13, 2020
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ebook 1.jpgLooking for a resource that can give you an excellent overview of what Control-M is and what it can do for your customers? Download the new Control-M e-book, "Driving Business Modernization with Workflow Orchestration." This resource goes into how Control-M helps organizations accelerate applications with DevOps processes, gain business critical insights from the newest and most demanding data technologies, and deliver complete freedom to choose any infrastructure to meet their business flexibility demands.


The e-book covers how Control-M can help your customers businesses with:


  • Orchestrating end-to-end workflow execution from the mainframe to the cloud, across diverse infrastructure that includes multiple on-premises, public and private cloud resources.
  • Embedding workflow orchestration in the DevOps toolchain so that developers can build automated execution right into their jobs, and complete workflows can be developed, tested, promoted and managed like any other piece of code.
  • Simplifying and scale data pipelines so data can be easily ingested, processed and output to multiple platforms, including Hadoop, Spark, EMR, Snowflake, Redshift and others.


Also included in the e-book are insightful quotes from, April Johnson, Senior Engineer and Project Manager at Seattle Public Schools, Larry E. Hicks, Manager Data Center Services IT Infrastructure at Eaton and a couple of others to give you a full picture of what Control-M can help accomplish.


Download the e-book now


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BMC was honored to be a Diamond sponsor for the Women of the Channel Leadership Summit East held in New York on December 10 and 11. Approximately thirty BMC women and partners traveled across the globe to come together and spend a day and half hearing from some of the best female presenters in the industry.


Lorena Mendoza of AIS, Britton Hudson of BMC, and Monika Knaus of ITConcepts Solutions GmbHClaudia López and Sandra Jimenez of Insitech
Susan Duroff of BMC and Conni Kunz of VIPCON GmbH and Fusion Global Business SolutionsMonica Padilla of BMC, Claudia López and Sandra Jimenez of Insitech, Conni Kunz of VIPCON GmbH and Fusion Global Business Solutions, Monika Knaus of ITConcepts Solutions GmbH, and Kerri Posteraro of Acuity, Inc.

This year’s theme was “Everyone’s a Leader.” We were energized by our keynote speakers ability to network and take on new initiatives for the new year. Our BMC women and partners heard from incredible presenter, including Bobbi Brown, makeup artist, author, entrepreneur, and founder of Bobbi Brown Cosmetics and Beauty Evolution; Val Wright, innovation expert and author of Thoughtfully Ruthless: The Key to Exponential Growth; Jennifer Hyman, co-founder of Rent the Runway; and many other incredible speakers.


Our partners that joined BMC in New York and supported our sponsorship were AIS, Acuity, Inc., VIPCON GmbH, Fusion Global Business Solutions, ITConcepts Solutions GmbH, and Insitech.


Event feedback


Here’s what some of our partners had to say about the event:


The event was really good for me, better than expected. I can take a lot of impressions with me for my company and my working together with all women around me. I was really impressed from the speakers and their story’s. Some of the stories looks a little bit my history and what I have to do to bring me and my company forward. And I like really the relationship with other women. That was really different to other events. You know, sometimes I´m alone in meetings only with men around me.

- Conni Kunz,VIPCON GmbH and Fusion Global Business Solutions


It was an amazing experience for me to listen to so many speeches about leadership and how we, as women, can improve our positioning in the tech channel. There were some exceptional speakers such as Bobbi Brown or Linda Clemons. What I liked most, was to hear others stories, what they've learned from their past and how they finally managed it to succeed. It was also a great opportunity to exchange with other participants. I wish the conference would have taken 2 full days, the time passed by too quick. I now have a lot of inputs and also great material (book, scripts from Val,...). All in all - a very well organized event!

- Monika Knaus, ITConcepts Solutions GmbH


Get social

Leave a comment on this post to learn more, and follow these event hashtags on social media:



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ControlMGettingStartedGuide.PNGWhile many customers have been using Control-M for some time, there’s always more Control-M can help them do to run and reinvent their business. Whether a net new logo, a new hire within an existing customer, or a long-time Control-M user, all will benefit from our Getting Started Guide full of easy to consume information and links to more detailed how-to documents and videos.



The Control-M Communities site is the ideal place for our customers to engage with not only one another but also BMC subject matter experts and our partner network. Recently we reached a major milestone of 1,500 active users.  An active user is an identified customer, prospect, partner or employee that has engaged with a post or contributed content on the Control-M Communities site within a specified period. There are a lot of people interested in discussing Control-M and our Communities site is the best place to keep these conversations going.


Some key features of the Control-M Getting Started Guide include:

  • Navigating Control-M video – Control-M subject matter expert, Robby Dick, welcomes viewers and walks them through the Control-M interface in a brief introductory video. 



  • What Control-M can do videos – A library of high-level, 2-3 minute videos that highlight some key Control-M capabilities was developed based on survey feedback from customers and sales. 
  • ‘Connect-With’ video series – For a deeper dive into more technical details of Control-M, we’re directing users to our best-in-class Control-M Support team’s Connect-With video library on YouTube. 
  • Communities discussion forums – Viewers can post questions directly to the Control-M Communities site, start a conversation or suggest new content that would add value for users of the guide


Visit the Control-M Getting Started Guide, here.

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award.pngBMC partners are committed to excellence, growth, and providing an exceptional customer experience. The BMC Partner Advantage program highlights and celebrates the achievements of our partner community after the end of each BMC fiscal year by recognizing partner award winners in several categories across all regions:

  • Partner of the Year by Region

  • Partner of the Year by Region by ESO Product Pillar


Awards Guidelines

Award winners have an impressive record of year-on-year sales growth, further enhanced by new business activity, and have a high volume of incremental opportunity registrations. Also considered is the commitment to BMC product knowledge through the achievement of technical certifications. Partner results from April 1, 2019 through March 31, 2020 are used to determine the awards recognition. Eligibility is limited to BMC Platinum or Gold partner tiers. Refer to the specific eligibility requirements for each BMC Partner of the Year Award category.


Awards Presentation

Partner award winners are announced annually in Q1 of the BMC fiscal year. BMC partner awards recognize excellence, and we look forward to celebrating the superior results and achievements of our partner award winners.


View FY20 partner award winners

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BMC Helix 19.08 includes new functionality that continues to drive a superior experience for the enterprise across end users, agents, IT Operations and developers. Here’s a summary of the new capabilities rolled out in 19.08.


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BMC Helix Discovery

The 19.08 release of Technology Knowledge Updates (TKU) focuses on the resurgence of cloud discovery. Recent TKUs include 15 additional AWS services and five Azure resources.


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The 19.08 release of BMC Helix ITSM features significant advances across core ITSM functions, multi-cloud and cognitive capabilities that will continue to deliver industry-leading service management to our customers.





















    • New, At-A-Glance Calendar:  Comprehensive overview of the change and release tickets, business events, and outages.
    • Self Help and Guided Tours: Learn how to use BMC Helix ITSM and navigate all its features with guided assistance. Agents can access self help throughout the BMC Helix ITSM UI and get specific multimedia help and/or guidance to help them use the solution to its fullest.
    • Advanced Smart Reporting: Real-time synchronization of users and automatic sharing of common content across multiple tenants.
    • Enhanced CMDB: New class manager and UX framework enabling better efficiencies along with improved explorer integrations into BMC Helix Discovery.
    • PostgreSQL Support: Supports PostgreSQL 10 database (including Amazon Aurora) to provide a lower TCO for database option for customers.



    • New and Extended DevOps Service Management: Increased seamless integration enhancements into BMC Helix ITSM with leading Agile software tools:
      • Jira: Updated incident status, share attachments with and map custom fields (including Jira Service Desk).
      • Azure DevOps: Share activity notes and map custom fields.
    • Live Chat Workspace: For improved service, agents and users can quickly and collaboratively work to resolve issues as well as create incidents/work orders directly from the chat.
    • New Multi-Cloud Provider Management: Create incidents based on Azure Alerts and integration into Azure.



    • Machine Learning for Change Risk Recommendation and Problem Root Cause Analysis: Change requests can automatically be assigned a risk level recommendation and problem root cause analysis gets automatic recommendations all based on machine learning algorithms.
    • Intelligent Swarming with Microsoft Teams: ChatOps-type collaboration along with natural language, cognitive assistance to help with more efficient and quicker resolutions to incidents and tickets.


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BMC Helix Chatbot


BMC Helix Chatbot 19.08 focuses on both the end-user experience and the organization’s ability to measure and improve the capabilities of the chatbot.
























    • Digital Workplace Advanced ‘My Stuff’ now in BMC Helix Chatbot: From a chat conversation in BMC Helix Chatbot, end users can now access their assets or MyStuff information in BMC Helix Digital Workplace Advanced.
    • Cognitive Routing to Live Agent: Based on the conversation, BMC Helix Chatbot will route chats to the right subject matter expert agents who can quickly and effectively resolve the user queries.
    • Cognitive Summarization: When an end user is transferred from BMC Helix Chatbot to a live agent, a summary of the chatbot and end user conversation is provided to the agent.
    • Chatbot Clarifications: BMC Helix Chatbot automatically asks the end-user clarifying questions and uses this information to provide more accurate responses.


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BMC Helix Digital Workplace


BMC Helix Digital Workplace 19.08 delivers significant new functionalities that customers have requested, including enhancements to MSPs, end user experience, and catalog capabilities.























    • Service Provider Mode to Manage Multiple Customers: Managed Service Providers (MSPs) can now add and manage additional customers as well as credits.
    • More User Control for Viewing Events in BMC Helix Digital Workplace: Users can now filter events in the BMC Helix Digital Workplace by Requests, Approvals, and Appointments. Users can also adjust page size to allow for a more helpful page layout.
      • Expanded Question Designer Options: Question designer enhancements allow for greater levels of detail and added flexibility when capturing information via questionnaires.
      • Ability to Set the Default Language to Set Language Preferences: BMC Helix Digital Workplace now allows for a default language to be set by administrators, while still providing end users the ability to override the default setting and select a language of their choice.


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BMC Helix Business Workflows


BMC Helix Business Workflows 19.08 delivers significant new functionalities including email-based approvals, Adobe e-Signature, bulk case assignment, and more.






















    • Email-Based Approvals: Approval decisions can now be executed via email.
    • Bulk Assignment of Cases: Case agents can change the assignment of cases for multiple cases at once.
    • Templatized Activity Notes: Agents can use predefined templates when adding notes to cases, tasks, persons or knowledge articles.
    • Filters for Activity Stream: Content of the activity stream for Cases, Tasks, Knowledge articles and Work History can be filtered by type of notes.
    • Watchlist: Case agents can watch and get notified about assignment and status changes for cases in which they have access.
    • Enhanced Case History Tracking: Case History now tracks modifications to tasks and logs who viewed a case; reports now include the activity stream and dynamic case fields.
    • Agent Work History: The work history lists all activities of an agent in the person profile.
    • Global Search: Search capability to search across cases, tasks, knowledge articles, documents, people, case templates and task templates.
    • Service Targets Support Business Time Segments: Business time segments that define work hours and unavailability are considered during service target computations.
    • Reopen Closed Cases: Case agents can re-open closed cases; case business analysts can define how many days after a case was closed this is allowed.
    • Configurable Types of Relationships for Cases and Persons: Agents can specify the type of a relationship when adding related cases or persons to a case; case business analysts can configure available types.
    • Configurable Case Source: Agents using Quick Case or Create Case can select a source of the case (e.g. phone or walk-by); Case Business Analysts can configure the options available to agents.
    • Process Actions to Change an Assignment or the Case Status: Automated tasks can change the assignment or status of a cases.
    • Support for E-sign Processes in Adobe Sign: Adobe Sign can be leveraged into collect e-signatures.


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BMC Helix Platform


The BMC Helix Platform 19.08 release continues advances in app development, cognitive and enhancing/extending/customizing capabilities.




    • Content Package template: Customize an application and create a Content Package which serves as a template when applied to a bundle.
    • Actionable notifications: Add an action to a notification alert (i.e. bell icon in the UI, email) and can attach an action to the button.



    • BMC Native (Google) classification: Enables choice of Google as provider for choosing auto-categorization and auto-assignment for your app.
    • Insight Engine enhancements: Leverage cognitive search as an alternative to Full Text Search (FTS) to allow filtered searches by confidence threshold and highly rated sources (like crowd sourced knowledge articles).



    • Extractive summaries of chatbot – end-user conversations: Integrated summaries (or transcripts) can be provided to the agent to accelerate resolution of an issue.


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BMC Helix Cloud Security


BMC Helix Cloud Security is now part of the BMC Helix Suite. Cloud Ops teams can discover cloud resources with BMC Helix Discovery, run CIS, PCI or GDPR compliance policies on the discovered public cloud resources and auto-remediate the compliance violations through change requests using BMC Helix ITSM.


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BMC Helix Cloud Cost


With this release, BMC Helix Cloud Cost is now part of the BMC Helix suite. Cloud Ops teams can now proactively manage and optimize their public cloud spend and costs. They can discover cloud assets using BMC Helix Discovery, get visibility into the cost of these resources, and proactively optimize the cost using out-of-box recommendations and automations.


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To support the BMC Helix 19.08 announcement, we have updated the following content:

Solution Content



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Find Out More and Spread the Word


Please check out the robust resources available in the links above to enable customer success with BMC Helix. Also, be sure to follow and engage with us on social to stay current on BMC Helix and help us get the word out to even more customers:


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Are you getting optimum value out of the new BMC Helix solutions? BMC Helix delivers cognitive service management that is fast, accurate, and cost effective and is available to run on the customer’s choice of cloud, hybrid cloud, or customer's own data center.


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See BMC's newest dedicated Helix resources including PG kits, analyst reports, enablement, and many other resources at Whether you are a customer, partner, or BMC employee, Helix content is tailored specifically for your role—and is located all in one place.


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Make sure your customers and prospects don't miss BMC Helix Immersion Days 2019 where they will discover how Cognitive Service Management is imperative for their digital transformation. At Immersion Days, they’ll gain a clear understanding of key service management trends and shared experiences from the industry professionals who have been there. Please spread the news about this unique event in the heart of Silicon Valley and encourage your customers and prospects to register soon to take advantage of our early bird rates.


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At this three-day immersive experience on the future of service management your customers and prospects will:


  • Find out what’s new in the BMC Helix Suite of Solutions
  • Dive into practical, hands-on solutions labs
  • Discover best practices for today’s modern and evolving service management industry
  • Meet with experts and peers and hear case studies, tips and tricks for digital transformation success
  • Network and unwind at our reception and party


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Make sure to register and get rooms by these important dates to take advantage of special rates.


August 26, 2019:          

To take advantage of our negotiated group hotel rates of $359 at the Santa Clara Marriott, book rooms by August 26, available while supplies last. Standard rates are as much as $800+, so please book early.


Book hotel



August 31, 2019:         

Customers can get $250 off of the standard event pass, if they use the discount code below and register by August 31, 2019.



Discount code: earlybird


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Attendees at BMC Helix Immersion Days 2019 that are following us on Twitter and LinkedIn will have an opportunity to win prizes by engaging with our posts about the event prior to attending and live Tweeting during the event. Help us get a head start in creating a buzz about BMC Helix Immersion Days 2019 by following and sharing.


To be entered to win, simply post on LinkedIn and/or Twitter Why you are coming to BMC Helix Immersion Days and be sure to include the hashtag #BMCHelixImmersionDays. The best posts will be read and winners will be announced at the Wednesday night event!


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Share on Twitter:

Follow us and tag us in your tweets at @BMCHelix on Twitter


Share on LinkedIn:

Join the BMC Helix LinkedIn Group  


Hashtag Posts:


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For more details about the BMC Helix Immersion Days 2019, including the line up of speakers, solution labs, ways to participate and registration check out our BMC Helix Immersion Days 2019 event page on BMC Helix Communities.



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Please direct any questions about this event to May Bakken.

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BMC Helix 19.05 includes new functionality that continues to drive a superior experience for the enterprise across end users, agents, IT Operations and developers. Here’s a summary of the new capabilities rolled out in 19.05.


BMC customers and partners can learn what is new for this release:


BMC Helix Chatbot

BMC Helix Chatbot 19.05 focuses on both the end-user experience and the organization’s ability to measure and improve the capabilities of the chatbot.

  • Support for New Channels: Users can now access BMC Helix Chatbot through two additional messaging platforms: MS Teams and Skype for Business on-premises.
  • New End-User Web User Interface:New contemporary chat and messaging experience for end users across all devices.
  • End-User Surveys and FeedbackBMC Helix Chatbot now has out-of-the-box surveys that are presented to the users at the right times in a conversation.  IT can use this feedback to help improve the end-user experience with BMC Helix.
  • Smart Reporting for Helix ChatbotUsing Smart Reporting, IT can report against data in the telemetry service using out-of-the box or custom reports.
  • Cognitive Insights for BMC Helix Chatbot: BMC Helix Chatbots can now provide knowledge to users through cognitive insights, leveraging the enterprise Insight Engine. Chatbots can consume this information to provide more useful results.


BMC Helix Digital Workplace

BMC Helix Digital Workplace 19.05 streamlines workflows for end users and agents while improving governance capabilities for IT operations, enabling security and compliance.

  • BMC Digital Workplace Catalog:BMC Helix Digital Workplace Catalog now includes Multi-CompanyMode to manage multiple customers and multiple organizations.
  • Credit Management:Now you can assign credit limits to customers for Managed Service Providers (MSPs).
  • Integrated Self-Help: Offers guided assistance to help users learn to navigate the digital workplace and provides links to helpful topics and how-to videos.
  • Service Request Status Tracker: This feature allows employees to easily visualize and track the current status of their requests.
  • End-user Privacy Notice for Cookies: With new EMEA privacy laws in place, BMC Helix Digital Workplace enables compliance for data collection.
  • Data Restrictions:This enhancement allows greater control over the catalog at the service-request level.



BMC Helix ITSM 19.05 brings advancements for DevOps, providing seamless cognitive service management across multi-cloud services, providers, and environments.

  • Integration of Azure DevOps Services:Provides single-pane-of-glass collaboration and management of Azure DevOps work items and BMC Helix ITSM incidents.
  • DevOps-Driven Change Management:New risk analysis module calculates the risk level of every brokered change from leading agile development tools such as Jira, enabling flexibility for auto-approvals. Organizations can deliver rapid changes without downtime or outages.


BMC Helix Business Workflows

BMC Helix Business Workflows 19.05 streamlines service management for lines of business.

  • Conditional Task Flows:New conditional branching for workflows has been part of BMC Helix Business Workflows for a while, but this enhanced version has improved guidance and visibility into tasks.
  • Confidential Dynamic Fields:With this release, personal data will only be displayed to agents who have proper permissions.
  • Dynamic Case Assignment:Now cases can be assigned to support groups and agents dynamically, depending on location or via round-robin scheduling. Get even more functionality for fair and shared case assignment, optimizing cases among the group to make sure work is evenly distributed.
  • Email Attachments:You can now send emails with attached files.
  • Tier 4 Categories:New Tier 4 categories provides a new level to help you organize your categories.


BMC Helix Platform

With 19.05, BMC Helix Platform enables new cognitive UI and other enhanced functionality to bolster the overall BMC Helix solution and gives developers powerful capabilities to enhance, extend, and customize their apps.

  • Cognitive Usage Dashboard:Through IBM Watson Assistant, administrators can get details on usage metrics for both auto-classification, auto-assignment, and chatbot applications.
  • Cognitive Search in Custom Apps:By using natural language query, custom applications can allow cognitive search capabilities across the BMC Helix Platform data and external data file systems and databases.
  • Embedded Process Designer in App View:Developers and business analysts can launch the process designer directly in the created application to create, modify, and manage processes and workflows without having to leave the app.



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