Integrating SailPoint with BMC Helix ITSM Service Desk

Revised Date: 26 February 2024


  • The configuration of IdentityNow for BMC Helix ITSM Service Desk does require SailPoint Services hours or Partner involvement. For more information, contact SailPoint Customer Support.

  • The BMC Helix ITSM Service Desk Integration supports Incident, Change Request, Service Request, and ticket types.

  • All activity on the Service Desk source appears as events in Search and on the Activity tab of an identity. For more information, see Using Search - Events.

SailPoint's BMC Helix ITSM Service Desk connector integrates with BMC Helix ITSM for service to bring the BMC Helix ITSM experience to SailPoint's platform where the users can raise and track service desk tickets to their logical closure from the platform itself.

The new service desk functionality provides an easy way to:

  • See a list of integrations

  • View summaries of the integrations

  • Create new integrations

  • Edit/Update existing integrations

  • Delete integrations

To view the latest features, enhancements, or fixes, refer to the SaaS Release Notes page.