Helix
Helix is the DoD's IT Service Management (ITSM) platform, replacing the former BMC Remedy system. Built on the BMC Helix platform, it manages IT service requests, incident tickets, change management, and asset tracking across DoD organizations.
Helix is where you submit and track IT support requests, report incidents, manage changes to production systems, and maintain configuration records. If you provide IT services to the DoD, you'll likely interface with Helix for service management workflows.
Why It Matters
Understanding Helix workflows is important if you manage IT services for DoD customers. Proper use of the ticketing and change management systems demonstrates process discipline that assessors and inspectors expect to see.