Fusion Business Solutions (UK) Limited

BMC Helix Portfolio Management - SaaS

BMC Helix Portfolio Management manages the end-to-end lifecycle from ideas/requirements through demand, into programs and projects, helping organisations prioritise initiatives and track delivery against business objectives using a single, structured framework.

Features

• Manage ideas, requirements, demands, programs, and projects end-to-end
• Single portfolio view across ideas, demands, and projects
• Demand management to forecast, plan, and manage demand
• Agile and waterfall project management support
• Backlog creation from portfolio requirements, automated
• Gantt and Kanban task management with drag-and-drop
• Idea capture from Digital Workplace and Portfolio Management consoles
• Voting and activity notes on ideas for collaboration
• Role-based access controls using row-level security labels
• Integrates with change/release management and third-party release tools

Benefits

• Aligns projects to strategic business objectives
• Improves prioritisation of initiatives across portfolios
• Increases visibility from idea to delivery
• Enables better demand forecasting and planning
• Helps teams track requirements without losing context
• Supports faster delivery with agile execution options
• Simplifies project control with Gantt and Kanban views
• Improves collaboration through voting and shared notes
• Enhances governance with role-based, row-level access control
• Improves release coordination via change/release integrations

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at frameworks@fusiongbs.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

362871816537328

Contact

John Mohan
+44208 814 4888
frameworks@fusiongbs.com

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Project and portfolio management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No service constraints
• System requirements:
  • Google Chrome
  • Firefox
  • Microsoft Edge

User support

• Email or online ticketing support: Yes
• Support response times: S1A (Critical, production unavailable): 24x7, 30 minutes.; ; S1 (Critical): 24x7, 1 clock hour.; ; S2 (High): local business hours (7am–7pm, Mon–Fri), 2 business hours.; ; S3 (Medium): local business hours (7am–7pm, Mon–Fri), 4 business hours.; ; S4 (Low): local business hours (7am–7pm, Mon–Fri), 12 business hours; ; Update cadence; ; For S1A, BMC provides status updates every 30 minutes until resolved or downgraded
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: BMC Helix web chat supports WCAG 2.1 AAA / AA. ; ; Default web UI (browser-based Helix Virtual Agent interface).; ; Embedded in BMC Helix Digital Workplace (DWP) so users chat from the DWP portal/home experience.; ; Microsoft Teams channel (configured by admins).; ; Slack channel (configured by admins).; ; SMS/WhatsApp-style messaging via Twilio (as a supported channel
• Web chat accessibility testing: BMC worked with an independent company to formally assess support for Section 508 and Web Content Accessibility Guidelines (WCAG) 2.0 in Helix ITSM. Web Chat technology has yet to be tested
• Onsite support: Yes, at extra cost
• Support levels: Maintenance and support is included as part of the software subscription for BMC Helix. Fusion also offers additional support services at additional cost including Application Managed Service, Value Adoption Service and Professional Services
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: New users of the service will engage through Fusion Account Management and CTO Office to build a statement of work to deliver any required implementation service. Throughout each project roles and escalation paths are clearly defined ensuring that the customer has full visibility of the project status. Support, where required, is accessed through our in house support function and delivered by certified consultants. A full range of services are provided including Consulting, Implementation, Training, Communication Strategy, and Support.; ; BMC have the Customer Success Team who are there to offer guidance, support and best practice advice as well as how to access education services.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Upon written request by Customer made within 30 days after the effective date of termination, BMC will make the Customer Data available to Customer for retrieval in an industry standard format. After such 30-day period, BMC shall have no obligation to maintain any Customer Data and will thereafter delete Customer Data.
• End-of-contract process: Upon written request by Customer made within 30 days after the effective date of termination, BMC will make the Customer Data available to Customer for retrieval in an industry standard format. After such 30-day period, BMC shall have no obligation to maintain any Customer Data and will thereafter delete Customer Data. BMC will permanently remove the customer's data by destroying the database encryption keys and overwriting the data with binary zeroes. There is no additional charge for this data extraction task.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: BMC’s published accessibility position for Helix is:; ; WCAG 2.1 Level AA (BMC states it supports this level; typically via VPAT/ACR).; ; Section 508 + WCAG 2.1 (product assessments): BMC states Helix ITSM (v21.02) was formally assessed against Section 508 and WCAG 2.1.; ; VPAT (WCAG Edition) available for some Helix components (e.g., Self Service 3.0 references VPAT/WCAG).

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: BMC provides the following API solutions for the Remedy AR platform:; ; REST API - the AR System server uses JavaScript Object Notation (JSON) format to transmit data between a server and a web application. The advantage of REST is having a limited number of operations for the interactions between clients and services.; ; C API - the C API is defined by a set of functions and data structures, and is implemented as a C library that you can link into your own programs.; ; Java API - the Java API is a collection of classes, interfaces, and relationships that provide full client functionality in a style consistent with typical Java programming techniques. Like the C API, the Java API is forward and backward compatible with other versions of BMC Remedy AR System.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: BMC Helix ITSM allows for customisations to the applications. Common customisations include the addition of a new field on a form, or changes to the behaviour of workflow. Customisations are performed by use of the BMC Developer Studio, an integrated development environment (IDE) for BMC Helix AR System applications. It provides application development functions with a modern, powerful, easy-to-use interface. Users with a working knowledge of the Remedy AR platform may customise the solution. BMC recommends using our published best practice guidelines when developing customisations.

Scaling

• Independence of resources: Each customer has its own instances of the Helix application(s) on shared infrastructure. The Helix service is scaled to meet the needs of the individual customer, with a variety of proactive monitoring tools used by BMC to assess system performance.

Analytics

• Service usage metrics: Yes
• Metrics types: BMC provides a service status dashboard that displays real-time metrics for your production instance, available from your desktop or mobile device. This dashboard features a modern interface to provide you with a detailed view into real-time usage metrics such as transaction volumes, active and historical license consumption, application usage, login response times, support metrics, application version, broadcast messages and more, all from a single view.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: BMC Helix

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: The solution provides a comprehensive reporting solution which enables data to be extracted and exported to a variety of formats - e.g. CSV, XLS, DOC, PDF, RTF.; Additionally, the solution incorporates the Atrium Integrator (AI) which is an integration tool that facilitates the importing and exporting of data from/to a wide variety of external data sources. AI provides a "best of breed" ETL tool with a broad range of transformation capabilities.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JDBC
  • JMS
  • PDF
  • DOC
  • RTF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JBDC
  • JMS
  • RDBMS

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Strong cryptography (e.g., AES) used as part of in-transit protection; BMC Helix Client Gateway for integrations that shouldn’t be exposed publicly.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: BMC provides a 99.9% contracted availability service level agreement, with hour for hour service credits for breach.
• Approach to resilience: BMC Helix is designed from the ground up for high availability. This containerized design starts with multiple hardened data centres, followed by redundant hardware, and is completed with software that gracefully handles failures without impacting customers. Our architecture ensures that most failures within the Helix cloud are completely transparent to users. This means that our Disaster Recovery Plan is reserved for real disasters, not common failures.
• Outage reporting: Any planned outage is reported in advance. A customer live dashboard is available, in addition BMC provide notifications.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: BMC requires individuals who access management interfaces to be registered with a valid BMC-customer email address.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Authentication methods include:; ; 1. Simple AR authentication (users are authenticated against usernames and passwords stored in the AR database); 2. Federated authentication (SAML); 3. LDAP pass through* (common LDAP authentication)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: We follow NIST Standards and have a SOC2 Type II cert.
• Information security policies and processes: BMC’s Helix offerings are designed based upon NIST (National Institute of Standards and Technology) NIST 800-53, Rev 4 controls and standards in order to provide enterprise grade security for our customers. BMC utilises a defense in depth methodology that focuses on redundant controls to prevent and mitigate impacts to the confidentiality, availability, and integrity of customer data and services. Adherence to BMC's security policies is governed by the BMC Information Systems Security Officer (ISSO). Policies are reviewed annually with signoff required by the ISSO and the VP of SaaS Operations. Employees are required to take online training quarterly.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: BMC's change management processes are governed by a Change Advisory Board (CAB). The CAB is a group comprised of BMC SaaS Operations representatives that advise the change management team about the risk and impact of all changes made to a customer system. Any change to the system requires a request for change (RFC) document, a formal proposal for the change that describes the details of the change, steps required to execute the change, and a backout plan.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: BMC Helix performs numerous checks against threat and vulnerability assessments, including monthly vulnerability scans against all internal systems, annual penetration tests from an authorized third-party, ongoing web application penetration tests, and application reviews for all major releases. Findings are reviewed by system owners as part of the monthly maintenance process. BMC also subscribes to the IBM X-Force Threat Assessment Service (X-FTAS) and receives daily reports of all emerging threats. This report is reviewed daily by both Information Security teams and actions are taken according to the threat they pose to our environments. Vulnerability patching is done as soon as possible.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: BMC uses specialized appliances to mitigate denial of service/distributed denial of service (DOS/DDOS) attacks. These appliances and configurations are placed based on a concise and strategic network design. Our systems are tested against DDOS resiliency by a third party. Third party perimeter, network and application penetration tests are conducted annually.; ; BMC responded to security incidents as soon as they are reported. Impacted customers, if any, are notified as soon as possible after the threat has been validated by BMC's Information Systems Security Officer.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: If service is disrupted in your production environment, the BMC Helix Operations team restores service as quickly as possible. After service has been fully restored, BMC provides a Reason for Outage (RFO) document in the following situations: > the disruption resulted in an outage; or > the disruption resulted in significant service degradation. RFO reports are provided by your Business Relationship Manager. Users may report incidents via phone, email or web (via the BMC Remedy OnDemand support portal).
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0.0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 7.5%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Sunday 4 January 2026
• What the ISO/IEC 27001 doesn’t cover: All submitted services are within the scope of our certification: "Management of information security relating to the provision of service management and IT operation". The certification scope is defined as whole company / all geos worldwide.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Monday 18 December 2023
• What the ISO 9001 doesn’t cover: All submitted services are within the scope of our certification: "Provision of Service Management activities". The certification scope is defined as whole company / all geos worldwide.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 6871edb1-e0e8-4b6a-b2e0-fa503bc9e1c1
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D27bd924-95b2-4e2b-9fc2-ee2678fb99ec
• Other security certifications: Yes
• Any other security certifications:
  • TISAX L3 VERY HIGH protection
  • ISO/IEC 27017:2015
  • ISO/IEC 27018:2019
  • ISO/IEC 27701:2019

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at frameworks@fusiongbs.com. Tell them what format you need. It will help if you say what assistive technology you use.