BMC Helix ITSM Training for IT Teams

Instructor-led corporate training on BMC Helix ITSM delivered by experienced ITSM practitioners.

Master BMC Helix with Africa's Leading ITSM Training Provider

Kamela International delivers hands-on, expert-led BMC Helix training across all levels — from foundational ITSM concepts to advanced developer customisation. Our programmes are designed for IT professionals ready to drive digital transformation in their organisations.

1,200+

Professionals Trained

98%

Certification Pass Rate

Industries Served

15+

Years of Experience

First Of, What is BMC Helix?

BMC Helix ITSM is a modern cloud-based IT service management platform designed to help organisations automate and manage IT services across their enterprise.

The platform enables organisations to:

Streamline IT operations with intelligent automation
Enhance user experience through seamless service delivery
Gain actionable insights with comprehensive analytics

BMC Helix ITSM is trusted by leading organisations nationwide to transform their IT service management and drive digital transformation initiatives.

BMC Helix ITSMLIVE
04:28
Incident OverviewView all →
Open Incidents
142
Resolved Today
38
SLA Compliance
94%
AI Auto-Actions
17
98%
P1 SLA
94%
P2 SLA
76%
MTTR
61%
Backlog
IncidentPriorityStatus
Email gateway timeout
INC0043821
In Progress
VPN latency spike
INC0043819
Assigned
SAP login failure – ZA01
INC0043815
Resolved
Printer offline – Floor 3
INC0043810
New
HelixGPTAsk me about incidents, changes, or service requests…

Standard Bank Group

Absa Group

Nedbank

Vodacom

MTN Group

Shoprite Holdings

Training Tracks

Choose Your Level

From foundational ITSM concepts to advanced developer customisation — we have a track for every role.

Fundamentals

BMC Helix ITSM Fundamentals

Build a solid foundation in BMC Helix ITSM. This course covers the core modules, navigation, and ITIL-aligned processes that underpin every Helix deployment.

3 DaysIn-Person · Virtual

Curriculum

- ITSM concepts and ITIL alignment
- Platform architecture overview
- Navigating the Helix interface
- Understanding tenants and personas
- Navigating the Helix interface
- 6h
- Incident lifecycle
- Logging and categorising incidents
- Escalation workflows
- Service request automation
- Linking incidents to problems
- Root cause analysis
- 8h
- Problem management workflows
- Change request lifecycle
- Linking incidents to problems
- CMDB overview
- Root cause analysis
- Release scheduling
- 6h

BMC Helix ITSM Certified User

Administration

BMC Helix Administration Training

Equip yourself to deploy, configure, and maintain BMC Helix environments. This course dives into system administration, user management, and platform optimisation for IT administrators.

5 DaysIn-Person · Virtual · Blended

Curriculum

- Helix platform architecture
- Cloud vs on-premise deployment models
- Multi-tenancy configuration
- Integration architecture
- ITSM data model
- AR System overview
- 8h
- Creating and managing users
- Role-based access control (RBAC)
- Group and permission structures
- SSO and LDAP integration
- 6h
- Configuration Management Database (CMDB) design principles
- Asset lifecycle management
- Service modelling
- Discovery and dependency mapping
- Creating CI relationships
- 8h
- Helix APIs
- Integrations with monitoring tools
- Smart IT and Digital Workplace
- Creating automated workflows
- Integrating external systems
- 6h
- Smart Reporting
- SLA dashboards
- ITSM performance metrics
- Governance and best practices
- Implementing an ITSM workflow scenario
- 6h

BMC Helix Certified Administrator

Developer

BMC Helix Developer Training

Go beyond configuration. This advanced course teaches developers to extend, customise, and integrate BMC Helix using its development toolkit, REST APIs, and workflow engine.

5 DaysIn-Person · Virtual

Curriculum

- Developer studio overview
- Custom application development
- Helix Innovation Suite fundamentals
- 10h
- BMC Helix REST API structure
- Authentication and token management
- Building third-party integrations
- Webhook configuration
- 10h
- Advanced workflow engine
- Custom approval chains
- Event-driven automation
- Business rules and escalations
- 8h
- Custom dashboard development
- Report builder advanced usage
- Data visualisation integration
- 4h
- End-to-end custom feature build
- Code review and best practices
- Deployment and handover
- 8h

BMC Helix Certified Developer

Corporate Training

Tailored BMC Helix Training for Your Entire Organisation

We design and deliver custom BMC Helix training programmes aligned to your organisation's specific environment, workflows, and business goals. Training is available at your premises or our facility.

Curriculum built around your live BMC Helix instance
Flexible scheduling — weekdays, evenings, or weekends
On-site or virtual delivery
Dedicated trainer for the duration of the programme
Post-training support and Q&A sessions
Custom workbooks and learning materials

Request a Corporate Training Quote

5–20

Participants per group

Delivery options

In-PersonVirtualBlended

Corporate sessions are scheduled on request. Get in touch to discuss availability and custom curriculum options.

What You Will Learn

Our courses equip IT teams with the knowledge to configure, administer, and optimise BMC Helix environments used for

•

Problem & Incident Management

ITSM

Accept, prioritize, route, and respond to tickets quickly to meet SLAs, ensuring both agent and end-users are more productive.

•

IT operations automation

Operations

Master the skills to automate routine IT operations tasks, such as system monitoring, patch management, and user provisioning, to increase efficiency and reduce errors.

•

Service request management

Service

Enable users to easily submit, track, and manage service requests through a user-friendly portal, improving satisfaction and reducing support overhead.

•

Configuration management databases (CMDB)

Infrastructure

Learn to build and maintain a comprehensive CMDB to gain visibility into your IT infrastructure, enabling better decision-making and impact analysis.

•

Automate incident & change workflows

Automation

Streamline and automate your incident and change management processes to improve efficiency and reduce manual effort.

Who We Serve

Industries We Serve

Our BMC Helix training is tailored to the unique operational challenges of your industry.

Financial Services

Helping banks and insurers automate compliance workflows and incident response at scale.

Regulatory change management
Incident SLA compliance
Audit trail automation

Healthcare

Supporting hospitals and medical groups with ITSM solutions that keep critical systems running 24/7.

Critical system uptime tracking
Medical device asset management
HIPAA-aligned change management

Government

Enabling public sector organisations to modernise IT service delivery for citizens and staff.

Citizen service request portals
Departmental SLA management
IT asset lifecycle tracking

Telecommunications

Helping telecoms providers manage complex infrastructure and reduce network incident resolution times.

Network incident management
Field service coordination
Capacity management

Retail

Streamlining IT operations for retail chains across point-of-sale, logistics, and e-commerce.

POS system incident management
Multi-site asset tracking
Vendor management

Manufacturing

Reducing downtime in manufacturing environments through proactive ITSM and automation.

Equipment asset management
Planned maintenance workflows
Supplier change coordination

Proven Impact

Case Studies

Telecommunications and Media

BCX

BCX, facing a highly competitive market, recognized that its reliance on manual, legacy tools and siloed systems was driving up costs, slowing service delivery, and limiting innovation. The company set out on a digital transformation journey aimed at closing strategic gaps, creating new revenue streams, and enabling its IT operations teams to focus on higher-value strategic work rather than routine testing and administrative tasks.

BCX became the first BMC customer in Africa to implement BMC Helix ITSM on the AWS platform as part of its digital transformation strategy. The company chose a comprehensive portfolio for its go-live, which includes BMC Helix Digital Workplace Advanced, iPaaS, ITSM and the platform itself.

ROIImproved by 18%
Fisrt call resolution rateImproved by 13%
Event noiseReduced by 78%

Finance

Nedbank Group

As part of creating a delightful experience for its customers, Nedbank decided that it needed to move to the cloud because it is innovative and forward-thinking, and it would support all its core capabilities. In addition, it knew cloud would add agility to its development and provide the ability to add new products or change existing ones with more ease.

Nedbank knew that migrating the mainframe and its applications to the cloud is a journey, so its first step was backing up its mainframe on the cloud. It chose BMC Helix ITSM on AWS for its ITSM needs because of its scalability, flexibility, and advanced capabilities that align with Nedbank's digital transformation goals.

Reduced migration timeFrom 18 to 8 months
Backup time Reduced by 98%
Infrustructure cost savingsSaved huge amounts

Information Technology

SAP

SAP Global IT partnered with BMC for requirements such as management of a heterogeneous infrastructure, rules-based workflows, integration with existing IT processes, and provisioning to external cloud providers.

BMC solutions automate the C3 environment, from the self-service portal through the configurable workflows and automated provisioning of this complex infrastructure. By supporting all the underlying platforms with an open, heterogeneous design, BMC solutions enable Global IT to create an integrated, holistic infrastructure cloud for all users.

Depployment time for new environmentsZero admin
Automation of routine tasksBest in class
Analytics and reportingData driven insights for continuous improvement

Ready to Certify Your Team?

Join hundreds of professionals across Africa who have advanced their careers with BMC Helix training programmes.

Enrol Now Request a Corporate Quote