BMC Advisory, Implementation and Support Services

With more than 15 years experience with BMC Bright delivers ITSM transformation projects to enterprise customers across UK and all of Europe, leveraging the core BMC Service and Operations management products. Bright end-to-end solution with advisory, implementation, integration, training, managed services and support tailored to deliver tangible business results.


  • Large-scale digital transformations with BMC software
  • ITSM and business process analysis, design and documentation
  • Organizational change management and power user training
  • BMC solution architecture and implementation - BMC Remedy ITSM/Helix
  • Asset and Configuration management setup and integration with ITSM processes
  • Automatic BMC Discovery setup and configuration
  • Integration with external systems and custom application development
  • Full scope of Managed Services and Support
  • Authorized BMC L1 support and Premier Support provider
  • Solution design adhering to ITIL and industry best practices


  • Fast and efficient BMC design implementation services
  • Cost-effective and scalable solution with minimum business risk
  • Tailor-made processes and objectives assessment
  • Solution design and architecture tailored to the organization
  • Team of best-in-class consulting and implementation professionals
  • Digital transformation with business objectives in mind
  • One-stop services vendor supporting the full solution cycle
  • Deep knowledge of other technologies and vast experience with integrations
  • Personalized support and managed services experience with end-to-end case handling
  • Commitment and full ownership of every project


£280 to £1,030 a person a day

  • Education pricing available

Service documents


G-Cloud 12

Service ID

8 1 1 5 0 3 2 5 2 2 2 4 9 8 6


Telephone: ‪+44 20 8078 0586


Planning service
How the planning service works
As part of IT transformation projects no matter large of smaller scale we start with an analysis of business objectives, assessment of the current state of the organization and definition of the target state, based on the desired outcomes. Typically, the assessment is tailored to a specific business initiative, delivered through a series of interviews with key IT and Business stakeholders to detail current and future requirements across services, processes, organization, and technology landscape; review and assess adherence to industry best practices; develop both process and organizational gap analysis - Prioritize gaps and develop process and organizational transformation roadmap; -assess risks, change, and organizational readiness; develop a transformation roadmap with blueprint of necessary activities to understand the exact level of effort, risk, and change (both people and process) necessary to deliver the expected business results. The technical team prepares a high-level and low-level design of the solution, as well as the optimal architecture, including options for integration with other systems. In this way the customer has visibility of the entire process and is certain that business objectives and goals of the transformation are being followed during the entire process.
Planning service works with specific services


Training service provided
How the training service works
As your BMC Implementation partner training is an indivisible part of our end-to-end service approach. We deliver both technology and process-oriented training to ensure adoption of the delivered solution by all stakeholders. Our accredited and certified trainers are prepared to deliver: organizational change management workshops; ITIL trainings on all levels and subjects; BMC Helix power user and end-user trainings;
Training is tied to specific services
Services the training service works with
  • BMC
  • ServiceNow

Setup and migration

Setup or migration service available
How the setup or migration service works
Bright provides end-to-end cloud migration services from onsite legacy platforms to SaaS and PaaS cloud-based solutions, as well as one cloud-based solution to another. Our approach includes thorough analysis beforehand, which eliminates the risk of loss of data or system downtime as well as keeping key functionalities, retiring unnecessary ones and optimizing processes as per business needs and objectives. Our team comes up with the most optimal way to go about a migration including temporary integration between the legacy and the new platform, to ensure a seamless transition. As part or the migration, our teams provide power user training and process overview to ensure that end-users are equipped to work on with the cloud-based solution as well as, as go through the organizational changes that goes with the migration itself. We find that two things are crucial for a successful migration - careful analysis and preparation as well as commitment to continuous improvement and support of the new solution, and we have incorporated both of those in our consulting and implementation services.
Setup or migration service is for specific cloud services

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
We follow industry best practices by developing every solution on development environment and testing it on a test environment that is as close to an exact copy of production environment as possible. Our team is trained in both test case preparation, testing and testing support during the customer user acceptance and testing phase for each new solution. All of this is completed and mutually agreed with the customer before going to production. Test cases and test outcomes are thoroughly documented by our project team for future use and reference. During this phase we also make corrections and finalize the deployment procedure, so that it is ready for the go-live of the solution.

Security testing

Security services
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security incident management
  • Security audit services

Ongoing support

Ongoing support service
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
How the support service works
We provide full support services for BMC Helix installation, regardless of whether they are hosted in AWS or the BMC private cloud. As part of this we also support integrations with other cloud or on-premise services the customer might be using.

Service scope

Service constraints
No constraints with support available 24x7.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times depends on the customer requirements and the Service Level Agreement (SLA). We operate a range of SLA models across our customer base and are flexible in this sense. Response times during non-working hours can be the same as weekdays if required.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Support levels
For BMC solutions Bright is an authorized Level 1 (L1) support provider and a Premier Support provider. Our teams are capable to handle any case that does not require accessing the product's code, at which point we escalate the case to the vendor BMC and provide full case handling from internal communication, testing and deploying the fix to production environment.

Bright offers flexible support services, with various options available to our clients. The the cost is determined based on our standardize pricing models depending on the agreed upon SLA, which is decided at the time of negotiation.

Each account has an account manager, a technical support lead, as well as a clear escalation matrix provided to them.


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)


£280 to £1,030 a person a day
Discount for educational organisations

Service documents