Tekwurx Limited

BMC Helix ITSM

BMC Helix ITSM delivers industry-leading service management that uses intelligent automation to transform best-practice ITSM principles you’ve come to appreciate from Remedy into the modern agile service solutions businesses need. Tekwurx is a BMC Partner.

Features

  • Everything you need to deliver predictive, industry-leading service management
  • Intelligent service automation for faster, more accurate and service innovations
  • Provides a secure, seamless service experience across multi-cloud environments
  • Powerful, stunning reports and visualisations allow data-driven insights
  • Modern persona-based UX optimised across devices
  • Proactive problem and incident management helps find and resolve issues
  • Industry-leading iPaaS to increase usability, adaptability, and scalability
  • Optimised for ITIL® 4
  • SaaS Award for Best SaaS for Ticketing or Event Management

Benefits

  • Experience +45% service desk efficiency
  • Intelligent, modern service management delivering 361% ROI for the enterprise
  • Scale support and reduce costs through cognitive capabilities
  • See higher user satisfaction through fast and accurate service resolutions
  • Increase employee productivity and engagement through great user experiences
  • Scale compute and capacity resources with containers
  • Minimise costs by operating in multiple clouds and managing together
  • Lower business execution risk

Pricing

£34.80 to £138.60 a server a year

  • Free trial available

Service documents

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 keith@tekwurx.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

6 7 4 0 6 6 0 8 0 6 5 4 6 4 7

Contact

Tekwurx Limited Keith Pound
Telephone: +44 208 148 3717
Email: keith@tekwurx.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
- BMC Helix Discovery
- Cognitive Service Management
- BMC Helix Digital Workplace
- BMC Helix Integrations
- TrueSight Orchestration
Cloud deployment model
Private cloud
Service constraints
None
System requirements
Supported browser is required

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times for requests are based on severity: P1 — 15 mins, P2 — 30 mins, P3 — 4 business hours, P4 — 16 business hours. Tekwurx provides annual support to suit a customer's requirements.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
Unknown
Onsite support
Yes, at extra cost
Support levels
BMC provides Support via Web, Email and Phone. Initial Response goals are relative to the impact of the reported problem on the customer environment.
S1: 15 clock minutes
S2: 30 business minutes
S3: 4 business hours
S4: 16 business hours

Tekwurx can provide additional support as costed options
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We focus on delivering the highest quality project for each and every client. A typical engagement consists of:

- Initial discussion to understand the basic requirements
- Review the “as-is”
- Follow-up discussion to clarify details and agree on the scope and estimated project fees
- Deliver an in-depth workshop to better understand the details, develop the design and agree on all major elements of the project deliverables
- Produce the architecture design
- Deploy agreed design
- Undertake UAT testing and production deployment
- Create build and configuration documentation
- Provide knowledge transfer and training sessions
- Work with the customer on initial BAU remediation activities
- Provide on-going support
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Upon written request by Customer made within 45 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 45-day period, BMC shall have no obligation to maintain any Customer Data and will thereafter delete Customer Data
End-of-contract process
Upon termination or expiration, all rights and licenses will terminate and the customer will make no further use of the services. No termination will relieve the customer of the obligation to pay any fees accrued or payable to BMC pursuant to any order. Upon written request by the customer made within 45 days after the effective date of termination, BMC will make the Customer Content available for retrieval in an industry-standard format. After such 45-day period, BMC shall have no obligation to maintain any Customer Content and will thereafter delete Customer Content.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None
Service interface
No
User support accessibility
WCAG 2.1 AAA
API
Yes
What users can and can't do using the API
Customers can integrate their third-party applications with BMC Helix ITSM by using the REST APIs. The platform-based REST API leverages the capabilities of the BMC Helix ITSM platform and lets you perform operations on BMC Helix ITSM forms. Use this API when you need to perform operations on a custom form.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Experienced administrators, workflow developers, and consultants can extend and customise the behaviour of the applications to meet the changing needs of your organisation and to integrate them with other applications.
Example: If the out-of-the-box BMC Helix ITSM: Asset Management application does not meet your needs, you can customise it. If you customise Asset Management, you might also need to customise the BMC Helix CMDB.

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 of 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

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
BMC Software

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Security Clearance (SC)

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 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
Data sanitisation process
No
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
You can export the results of any search operation or any report in CSV format, enabling you to access the data using text editors, spreadsheet, and database applications
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
BMC provides a 99.9% contracted availability service level agreement, with an hour for hour service credits for breach.
Approach to resilience
BMC Helix ITSM is designed from the ground up for high availability. This containerised 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 provides proactive notifications of service outages.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
BMC ensures that all personnel granted access to customer systems have committed themselves to protect customer data by executing written confidentiality obligations to the extent legally necessary. The obligation to treat customer data pursuant to such confidentiality obligations survives the termination of employment. Applying the principle of least privilege, customer data is made available only to personnel that require access to such data for the performance of BMC's contractual obligation to you.

https://docs.bmc.com/docs/display/helixsubscriber/System+access
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Please refer to the selected Cloud provider for details
ISO/IEC 27001 accreditation date
Please refer to the selected Cloud provider
What the ISO/IEC 27001 doesn’t cover
Please refer to the selected Cloud provider for details https://aws.amazon.com/compliance/iso-27001-faqs/
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
Please refer to the selected Cloud provider
CSA STAR certification level
Level 5: CSA STAR Continuous Monitoring
What the CSA STAR doesn’t cover
Please refer to the selected Cloud provider for details https://aws.amazon.com/compliance/iso-27001-faqs/
PCI certification
Yes
Who accredited the PCI DSS certification
Please refer to the selected Cloud provider for details
PCI DSS accreditation date
Please refer to the selected Cloud provider
What the PCI DSS doesn’t cover
Please refer to the selected Cloud provider for details AWS: https://aws.amazon.com/compliance/pci-dss-level-1-faqs/
Cyber essentials
No
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • https://aws.amazon.com/security/
  • https://www.bmc.com/corporate/trust-center.html

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
This is a function of the Cloud provider
Information security policies and processes
This is a function of the Cloud provider

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
This link describes the Change Management policy for BMC's Helix services: https://docs.bmc.com/docs/display/helixsubscriber/BMC+Helix+Change+Management+policy
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
This is a function of the Cloud provider https://www.bmc.com/corporate/trust-center/trust-center.html
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Identifying a problem before it impacts service is critical to outage avoidance. BMC has extensive monitoring capabilities in place to proactively monitor performance for the production instances through use of its own tools. These tools include:

BMC TrueSight Synthetic Monitor
BMC Atrium Orchestrator
BMC TrueSight Operations Management
BMC TrueSight IT Data Analytics
BMC Server Automation
In-application workflow

https://docs.bmc.com/docs/display/helixsubscriber/System+monitoring
Incident management type
Supplier-defined controls
Incident management approach
If service is disrupted in your production environment, the BMC SaaS Operations team restores service as quickly as possible. After service has been fully restored, BMC provides a Major Incident Report (MIR) document in certain situations. Please refer to BMC's website for additional details: https://docs.bmc.com/docs/display/helixsubscriber/BMC+Helix+Incident+Response+policy

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Tackling economic inequality

Tackling economic inequality

To support this initiative, we recruited an apprentice who will earn an IT Technical Sales Level 3 Diploma, awarded by the British Computer Society. The programme offers a previously unemployed graduate the opportunity to consolidate existing competencies and nurture additional skills, to elicit a marked improvement in the habits and practices of Sales Professionals.

Pricing

Price
£34.80 to £138.60 a server a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
30-day trial licence, no limitations

Service documents

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 keith@tekwurx.com. Tell them what format you need. It will help if you say what assistive technology you use.