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BMC Helix ITSM/Insights – Real-time Incident Correlation Starter Service


This service enables AI-driven IT Service Management via the Incident Correlation functionality of BMC Helix ITSM/Insights. This enables you to view emerging issues in real time for a quick response and provides agents to efficiently relate multiple incidents, reducing duplicate work and streamlining analysis.

What you get:

BMC will perform the following:

  • View the trending issues or hot spots in real time
  • Identify related incidents with the help of an improved AI-based algorithm
  • Relate incidents as duplicates to streamline incident management and reduce duplicate work
  • Manage Major Incidents* candidates
  • Correlate incidents with real-time analysis metrics and dashboards

BMC will perform the following for one environment:

  • Conduct a requirements workshop and assessment of existing Incident management processes, including roles, validate foundation data (CTIs), and production deployment (real-time data considerations)
  • Prepare Solution Design Document and Construction Document
  • Configure real-time incident correlation settings and clustering jobs
  • Test and Validate correlation jobs and resulting data clusters
  • Provide best practices for configuring jobs for real-time incident correlation
  • Provide a knowledge transfer/walkthrough session with Tenant Administrators*

Customer will be responsible for:

  • Application software requirements listed in the ‘Pre-Requisites’ section
  • Attending workshop and collaborating with relevant Customer roles
  • Providing required access and privileges for BMC Helix ITSM Incident Management
  • Providing access to relevant domain expert resources to share documentation on business context, use cases, architecture, existing processes, organization, or governance practices
  • Participating in functional testing plan execution as outlined in the Test Plan document, e.g., creating real-time data in QA to simulate incident floods etc

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

  • Solution Design Document
  • Construction Document 

Completion Criteria: BMC will have completed the Service when the in-scope Service have been completed and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager.  From delivery start date, the service must be consumed and completed within 30 days.  Consultant days must be booked in no less than 8-hour increments/full days.


  • Customer must have a Development or QA environment with BMC Helix ITSM and SmartIT installed and in operation
  • BMC Helix Insights license must be applied to target environment
  • Customer to define the scope of the functions and processes to include in the Requirements Workshops, e.g., Production configuration for real-time data validation
  • Customer Incident Management data should be accurate and mature enough for Incident Correlation clustering to provide value e.g., Development or QA environments may not have accurate or adequate Incident data that will reflect capability

Additional information:

  • Estimated Duration: 2 weeks
  • In-scope Products: BMC Helix ITSM, BMC Helix ITSM Insights
  • Service Type: Deployment
  • Availability: Active
  • Success Service Code: ITSM_RTST_002
  • Date Last Updated: 06/17/2024

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