Success Story

BMC Helix for global IoT operations

The BMC Helix platform is a single, cloud-native platform that enables users to run global IT operations from a central location. The platform includes the User Portal core functionalities, Smart IT, CMDB & Discovery, and TruSight observability. With these capabilities, the platform provides users with a complete view of their IoT environment, from devices to assets to events.

The BMC Helix platform has been designed to meet the needs of the most demanding IoT operations, with support for over 25 countries and 3,000 IoT support engineers engaged globally. The platform is also scalable, supporting up to 100,000 configuration items in BMC CMDB scope.


To provide a successful global IoT implementation, we must overcome several challenges. These include diversifying our service delivery levels (SLAs) for each client and providing them separation and independence. Our support teams must also be able to scale together to serve all clients’ needs. Additionally, we will need to create a user portal containing a dedicated zone for every client and a common CMDB equipped to cover multiple CI classes and data models. Lastly, our clients expect advanced observability regarding their Configuration Items (CI).

results & benefits

Our project has achieved the following results:

  • A common operations platform based on BMC Helix Smart IT that provides a single access point for all customers, equipped with individual view options.
  • In-depth reporting with excellent granularity to cater to the needs of each customer and distinguish them from one another.
  • Dedicated services and support tickets enable smooth operations for global teams and engineers who utilize a unified implementation of BMC CMDB.
  • Meanwhile, observability is supported by BMC TrueSight to serve the interests of our users best.

Benefits for our customers:

  • IoT operations work with higher velocity thanks to fast information sharing and highly collaborative fulfilment workflows.
  • Engineering teams can deliver more for less 24/7 thanks to a global scale of support embedded in one single tool.
  • Global teams can work together with a data-driven approach based on a ‘single source of truth.’
  • Reaction times and proactiveness increased thanks to deep observability, fast event management and precise identification of early signs of incidents.

The effect of our actions

Global IoT operations are run within one BMC Helix instance with the User Portal core functionalities, Smart IT, CMDB & Discovery, and TruSight observability.


Countries of operations
in BMC Helix


IoT support engineers engaged globally


Configuration Items