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At this time that we are living in a fast-changing world coupled with digital technologies appearing and disrupting industry after industry, organizations today are pursuing large-scale change efforts to capture the benefits of these trends, to meet customer demands or to simply keep up with competitors.

First Datacorp Digital Enterprise Management solution aims to deliver a framework that ensures organizations to provide modern and innovative services whilst keeping in compliance with regulations, preventing financial losses and managing cost reduction pressures. It does this through a suite of IT solutions that are designed to enable digital services supported by transformational processes, a modern infrastructure and adaptive cybersecurity. These set of IT solutions are categorized into:

  • Helix Digital Workplace
  • Helix Digital Service Management
  • Digital Service Assurance

  • Enabling Digital Services with Digital Enterprise Management

    As digital transformation has mandated an evolution that embeds technology across the enterprise, First Datacorp has embraced the opportunity to leverage advanced analytics and automation across our Digital Enterprise Management portfolio. As a result, customers are better able to optimize the performance, cost, and security of their technology investments. Complemented by First Datacorp’s exceptional professional services, Digital Enterprise Management solution will allow organizations across industries to easily leverage its scale, resilience, and reliability.

    Helix Digital Workplace

    Helix Digital Workplace enables businesses to improve workforce agility, employee productivity, and the customer experience by seamlessly connecting and unifying systems through a flexible and consumer-like user interface. It provides intuitive and intelligent consumer-like experiences to help organizations step into the future of work. It delivers simple, context-aware interfaces that provide engaging experiences to support employees whenever, wherever, and however they want to work. Built upon an enterprise-grade infrastructure, Helix Digital Workplace offers omni-channel engagement changing the way service is consumed and delivered by extending beyond traditional service channels with chatbots and virtual agents.

    Helix Digital Workplace improve business agility and employee productivity through the following capabilities:

      Intuitive omni-channel conversational experiences:
      for users beyond web to Slackbot, Chatbot, SMS, and Skype

      Device agnostic and responsive design:
      Sleek and responsive interface optimized across any device provides a consumer-like shopping experience for employees

      Single service catalog across your organization:
      Eliminate catalog sprawl by presenting services from multiple business units including IT, HR, and Facilities in a single catalog

      Drag-and-drop homepage design:
      Support customer-friendly user experiences with a highly configurable, modular design

      Workflow and automation:
      Decrease level-one ticket costs by deflecting routine help desk calls

      Powerful connectors:
      Easily integrate leading industry services and platforms like Microsoft Office 365, Microsoft Azure, Atlassian JIRA, Amazon Web Services (AWS)

    Helix Digital Service Management

    Helix Digital Service Management is a powerful, industry leading service management platform fueling your IT transformation with intelligent, people-centric user experiences that helps you work smarter. It is delivered in the cloud, or as a hybrid or on-premises solution and delivers predictive service management across multi-cloud environments. Helix Service Management has everything you need to deliver amazing, predictive and industry leading service management to your organization through the following capabilities:

      Modern persona-based UX optimized across devices:
      The user experience is personalized to your role in the organization to maximize your effectiveness. The powerful, intuitive and intelligent user interface that can be accessed across devices to help quickly and accurately resolve issues.

      Cognitive automation capabilities that transform the agent experience:
      Predictive service management through autoclassification, assignment, and routing of incidents, tickets and incoming emails.

      All IT service support functions integration:
      Intelligent and context-aware integrated support capabilities including: change, asset, service-level, service-request, identity, and knowledge management.

      Comprehensive and intuitive change management capabilities:
      Gain direct visibility and data driven insights into business priorities.

      Out-of-the-box ITIL processes:
      You can align to ITIL best practices quickly and cost-effectively along with expert services and training.

      Comprehensive Knowledge management:
      Easily integrate leading industry services and platforms like Microsoft Office 365, Microsoft Azure, Atlassian JIRA, Amazon Web Services (AWS).

      Multi-Cloud Service Management:
      Seamless service experience across multi-cloud environments. Flexible and configurable cloud-based multi-service, multi-provider incident, change and problem management brokering including integration with leading agile dev tools.

      Smart Case Management:
      Formless case creation with recommended templates, knowledge & cases.

      Low-code/No-code Workflows:
      Create workflows with easy drag-and-drop components with no coding knowledge.

      Smart Reporting:
      Powerful, stunning reports and visualizations allowing data driven insights.

    Helix Business Workflows

    Helix Business Workflows is a modern case management solution built for lines of business, including HR, facilities, and other groups—in a scalable, managed, and automated way. It transforms the way organizations manage, automate and scale business services by reducing the complexity created by disparate workflow and case management tools with a structured and measured way to collaborate across business functions.

    Helix Business Workflows supports the following
    key capabilities:

    • Omni-channel engagement: Change the way service is consumed and delivered by extending beyond traditional service channels with chatbots and virtual agents
    • Cognitive capabilities: Leverage cognitive capabilities to eliminate manual work and drive ROI through automatically applied case templates or categorization to cases
    • Drag-and-drop workflow creation: Empower business users with pre-defined workflows that allow them to create and automate workflows without writing code
    • Form-less requests: Deliver modern case management with quick case creation through recommended templates and knowledge articles
    • Tailored user experiences: Create custom views without writing code; leverage BMC Helix Platform to tailor applications to specific business requirements

    Multi-Cloud Visibility

    By automating the discovery of infrastructure and application services and dependencies across private and public cloud platforms, organizations can create efficiencies, reclaim unused resources, and optimize storage. Security issues can be remediated based on service impact and business exposure, and outage incidents and durations can be reduced with better insight into the impact of changes.

    BMC Helix Discovery is a cloud-native discovery and dependency mapping solution for visibility and dynamic modeling of hardware, software, and service dependencies across multi-cloud environments.

    It supports these key capabilities:

    • See assets and dependencies in a single pane of glass, whether on-premises or in the public or private cloud
    • Empower security operations to perform essential prevention and detection
    • Start mapping from any piece of information—software, hardware, or services
    • Reduce service outages with predictable change and configuration management

    To learn more, click here.

    Helix Service Assurance

    The Digital Service Assurance suite of solutions embraces the idea of technology as a complementary business function that works with humans, not in place of them, to enhance and improve their performance, efficiency, and innovation in support of the business-critical need to automate operational and end-user functions related to delivery of digital services. It is rooted in AI, machine learning (ML), RPA and hyper-automation that can enable data-driven business decisions, enhance quality, reduce unnecessary manual labor, and optimize human and IT resources. It also incorporates full-stack monitoring and AI for IT operations (AIOps) to provide AI-powered observability, analytics, and visualization across applications and infrastructure including delivery and runbook automation for remediation, configuration management, and deployment capabilities.

    Digital Service Assurance solutions are categorized into:

    These technologies combined with employee expertise works to:

    • Lower operational costs, boost performance, and enable innovation initiatives for the delivery of digital services.
    • Provide AI-powered observability, analytics, and visualization across applications and infrastructure.
    • Accelerate application delivery, deployment, and configuration management.
    • Extend automation beyond data center and server room across the enterprise.
    • Automate capacity data collection, analysis, and reporting to improve performance availability, service quality and IT costs optimization.

    Helix Monitor

    Helix Monitor is an AI-enabled SaaS solution that combines advanced monitoring and event management with a containerized microservices architecture. It improves service availability and performance while supporting the agility and speed required by digital organizations.

    It supports predictive IT with AIOps and machine learning through:

    • Advanced intelligence and analytics to detect trends, patterns, and anomalies to speed MTTR
    • Predictive alerting to send warnings before baselines are breached
    • Containerized microservices architecture for elastic scalability and high availability
    • Event clustering, either open or grouped, of “like” events to identify potential issues/failures
    • Intelligent log analytics with dashboard visualizations for monitoring and management insights

    Back to Helix Service Assurance.

    Helix Client Management

    Helix Client Management optimizes the delivery of your digital services by providing a comprehensive, automated endpoint management, delivering great service to end users while minimizing cost, maintaining compliance, and reducing security risk.

    It accurately manages your technology assets to:

    • Gain insight for smart decision-making by automating inventory collection
    • Improve end-user satisfaction and reduce time by automating deployment
    • Save time and secure endpoints from vulnerabilities
    • Reduce compliance risk by automating policy compliance
    • Drive endpoint troubleshooting and management from integrated service management solutions
    • Available on-demand or on premises

    Back to Helix Service Assurance.

    Helix Optimize

    As organizations adopt disruptive technologies and cloud services that help them deliver fast, reliable digital services, planning and managing IT capacity and costs becomes more complex. IT resources are now both capital and operational expenses, putting more pressure on IT organizations to optimize existing and planned resources. Collecting and reporting IT capacity data is still largely manual and in spreadsheets, with no consolidated, centralized view. Without the proper insight into resource usage and cost, it is easy to waste resources, overspend, and experience application failures due to infrastructure constraints.

    Helix Capacity Optimization, hosted in your cloud of choice, helps you optimize, plan, and manage changes in business demand and capacity requirements so you can gain insights into and align the technology resources that fuel your business and innovation.

    It supports these key capabilities:

    • Use business KPIs to determine resource needs for future changes in business demand
    • Make the best use of cloud, containers, and on-premises resources
    • Plan for migrating workloads to the cloud with right-sizing recommendations
    • Schedule resources needed for running new business services and applications

    • Back to Helix Service Assurance.

    AutomationEdge Hyper-Automation

    Robotic process automation is one of the crucial technologies to achieve Hyperautomation in any organization. It uses software robots (bots or computer software) to automate mundane and repetitive tasks by emulating human actions with the digital systems.

    RPA Bots are configurable and perform tasks like triggering responses, integrate incompatible systems, execute tasks in conditional sequence without breaks and zero mistakes. These bots can be cloned and reused to scale the operations at any level.

    AutomationEdge is an AI-driven integrated automation platform. It’s highly advanced Intelligent Automation Process, brings down together all the essential technology requirements of an enterprise for automation like Artificial Intelligence, iPaaS Machine learning, Chatbot, ETL, ready API integrations, and IT Process automation.

    AutomationEdge helps organizations automate the mundane, repetitive, and rule-based tasks across verticals: front office, middle office, and back office and IT Operation through the following capabilities:

    Through these capabilities organizations can expect to achieve the following business benefits:

    • Works 24/7
    • Reduce operation cost by redefining processes and business operations
    • Improves accuracy and ensure all operations are done at a faster speed
    • Improves productivity as robots done it in a lesser time
    • Minimizes errors
    • Let the organization’s workforce to direct towards more critical function that requires decision making and human intelligence

    Back to Helix Service Assurance.

    Cognibot for IT

    AutomationEdge CogniBot for IT is AI in cloud which understands language of employee conversations with enterprise IT. Its strong AI capability helps you automate IT issues instantly. Our NLP uses combination of Machine learning, Deep learning, Knowledge graphs and other engines to effectively disambiguate the utterance. CogniBot can make sense out of interactions with employees and helps in automated fulfillment of IT requests, enquiries and issues.

    It helps in freeing up bandwidth of IT support staff. It helps in deflecting tickets, reducing call volumes, and automating common requests. Cognibot delivers great service experiences to Employees, learns and improves every day from each interactions.

    Back to AutomationEdge Hyper-Automation.

    Cognibot for Business

    AutomationEdge CogniBot for Business is AI in cloud and on-premise which applies machine learning intelligence to conversational text to understand the user intent. It allows you to generate dialog without needing to write single line of code and has the ability to help you build industry-specific skills with effective disambiguation. It also supports different channels including web, Microsoft Teams, Slack, Facebook, Email and many more.

    With Cognibot your employees, customers and partners can now use chatbot to check invoice status, leave balance and order a new service with combined strengths of conversational AI, RPA, workflows and API integration in AutomationEdge platform.

    Back to AutomationEdge Hyper-Automation.

    Robotic Process Automation

    AutomationEdge Robotic Process Automation creates a digital workforce for organizations to run operations round the clock without errors. It is one of the fastest RPA tools in data processing.

    • Front Office Automation

      AE Front Office Automation revolutionizes the way business interacts, communicates and engages with customers.

    • Back Office Automation

      AE Back Office Automation helps you reduced processing cycle times, improved visibility into status of requests for Front Office and customers, standardization of processes and improve quality of service to customers.

    • Middle Office Automation

      AE Middle Office Automation helps to eliminate the cost and risk arising due to gaps created by efficient front office and manual middle office operations.

    • Service Desk Automation

      Helps organization fulfill common service requests from business users such as password reset, VM creation, AD user creation, account creation for business applications, employee onboarding and offboarding.

    • NOC and Event Resolution

      AE helps in Automation of NOC tasks and automated resolutions of events such as Server Restart, Service Restart, Health Checks of application and systems and Log Purge. Automation can be triggered from service request console or event from monitoring tool or regular maintenance routines.

    Back to AutomationEdge Hyper-Automation.

    ETL & iPaaS

    AutomationEdge iPaaS is a cloud and on premise platform to connect applications, data processes and service-oriented architectures. It supports integration of cloud-cloud, cloud-premise, premise-premise and business-business integrations. It also has ETL capabilities that helps in real time integration and scalability to meet the high volume of demands for data extraction, transfer and loads.

    AutomationEdge iPaaS has purpose-built integrations to 450+ connector actions for business applications to help you achieve Hyperautomation. An iPaaS customer realizes greater ROI, faster time to value and improved business processes. Together, RPA and iPaaS technologies together can do than just automation.

    Back to AutomationEdge Hyper-Automation.

    IT Process Automation

    AutomationEdge IT Process Automation automates repetitive and routine IT tasks to reduce downtime and improve incident response and resolution. It offers advance capabilities like ticket auto-resolution, Chatbot, Machine Learning and rapid API integrations.

    The benefits of IT Automation are compelling – automation improves accountability, efficiency and predictability, while reducing cost, variability and risk. With Automation, IT support team works smarter and faster to detect digital service issues and resolve them before impacting business operations.

    Back to AutomationEdge Hyper-Automation.

    Incident & Problem Management

    Create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.

    • Integrate all IT service support functions including change, asset, service level, service request, identity, and knowledge management
    • Gain direct visibility into business priorities through integration with a single CMDB
    • Achieve lower call volumes with intelligent, omni-channel self-service via BMC Helix Digital Workplace
    • Align to ITIL® best practices with expert services, comprehensive training, and out-of-the-box ITIL processes

    To learn more, click here.

    Back to Helix Business Workflows.

    Proactive Service Resolution

    BMC Helix, with industry-leading ITSM and ITOM, enables proactive service resolution, providing the ability to discover, monitor, service, and remediate events as they occur. You can address your most critical issues in IT infrastructure, service, and operations management:

    • Improving performance and availability
    • Providing better service
    • Reducing IT costs by reducing MTTR
    • Providing automated remediation

    To learn more, click here.

    Back to Helix Business Workflows.

    Knowledge Management

    Bring key information to customers and support personnel, right where they need it.

    • Improving performance and availability
    • Providing better service
    • Reducing IT costs by reducing MTTR
    • Providing automated remediation

    To learn more, click here.

    Back to Helix Business Workflows.

    BMC Helix Multi-Cloud Service Management

    Deliver a secure, seamless service experience across multi-cloud environments.

    • Enjoy flexible and configurable cloud-based multi-service, multi-provider incident brokering
    • Collaborate effectively with service vendors to troubleshoot and resolve issues
    • Tightly integrate incident, problem, and change management with leading agile development solutions
    • Audit service performance capabilities to measure service integrity
    • Integrated Security Information and Event Management (SIEM) capabilities (i.e. IBM QRadar) to increase overall service and operational efficiencies

    To learn more, click here.

    Back to Helix Business Workflows.

    Smart Reporting

    Turn powerful reports into stunning dashboards quickly and easily.

    • Includes 90 out-of-the-box reports to get started quickly
    • Create custom reports and dashboards
    • Use the storyboard feature to create slide shows with functional report data
    • Share and get insights with collaboration features
    • Get automated insights based on the relevance of data

    To learn more, click here.

    Back to Helix Business Workflows.

    Change Management

    Document and coordinate activities for change requests across your entire IT landscape—from data centers to desktops.

    • 40% reduction in failed changes through controlled release management
    • 55% reduction in cost per change event by using automated collision detection and impact analysis
    • 35% increase in process efficiency with out-of-the-box ITIL alignment
    • 33% reduction in level-one ticket costs as a result of reduced help desk calls

    To learn more, click here.

    Back to Helix Business Workflows.

    Release Management

    Combine multiple change requests into a single release and manage all related activity in support of a successful release.

    • Track and manage change and deployment activities
    • Automatically notify stakeholders at every phase of the release process
    • Meet auditable requirements for traceability through service transition
    • Deliver changes faster at an optimum cost and with minimized risk

    To learn more, click here.

    Back to Helix Business Workflows.

    BMC Helix Digital Workplace

    Deliver intelligent, omni-channel self-service experiences.

    • Enjoy conversational chatbot experiences that extend to Slackbot, SMS, and Skype
    • Provide one-click self-service across all devices
    • Deliver users a consumer-like service catalog for easy access to products and services

    To learn more, click here.

    Back to Helix Business Workflows.

    Asset Management

    Provide complete lifecycle management of your IT assets, from procurement to end-of-life.

    • Track asset depreciation over time
    • Ensure compliance and avoid audit costs with software license management
    • Proactively identify contract infringements and purchasing opportunities
    • Know exactly where your assets are located, who's using them, and how many there are
    • Make informed decisions about IT changes
    • Use remote support and automated configuration functions for client systems (desktop, laptops, phones)

    To learn more, click here.

    Back to Helix Business Workflows.

    Configuration Management (CMDB)

    Support ITSM processes by providing a single source of reference for all your IT infrastructure and services.

    • Improve user experience with a modern, persona-based UI
    • Increase efficiency and stability with a single source of reference for all your IT infrastructure and services
    • Reduce costs by automating tasks that previously required manual intervention
    • Minimize IT risks with better understanding of change dependencies
    • Operate services with clear insight into all parameters
    • Enable seamless integration between support and operations processes

    To learn more, click here.

    Back to Helix Business Workflows.

    Service Request Management

    Define a catalog of service request types that reflect what services you offer to your internal or external customers.

    • Quickly gain efficiencies in the delivery and support of IT services through a self-service solution on top of your existing BMC Helix ITSM implementation (incident, change, asset, work orders)
    • Provide a centralized catalog of requests (including price, service-level targets, approval rules) to automate and monitor standard requests
    • Enable self-help through knowledge access to reduce the number of calls to the service desk

    To learn more, click here.

    Back to Helix Business Workflows.

    Service Level Management

    Get the tools you need to define, track, and report service levels.

    • Service insight: Monitor targets, performance, and compliance with dashboards for the business and IT
    • Service improvement: Use trend data to proactively identify issues, prioritize based on business urgency, and track against continuous service improvement plans
    • Service excellence: Automate the collection, analysis, and presentation of service level information to free your staff to concentrate on delivering excellent service


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