My main use case for BMC Helix Enterprise Service Management is service management. We have different OEMs and platforms to manage their services, and we are using BMC Helix Enterprise Service Management for our OEMs.

A specific example of how I use BMC Helix Enterprise Service Management with my OEMs includes incident management and change management in RPA. Whatever incidents are raised on a day-to-day basis involve incident management and change request management for whatever changes are required in the current existing production bot to get them up and running. These two use cases are what we are currently using.

I have another team also building the production bot, and we are looking forward to using BMC Helix Enterprise Service Management for project and process management.

In my experience so far, the best features BMC Helix Enterprise Service Management offers are its ease of implementation and user-friendliness. No past experience is required, and one person new to the platform can start using it from scratch.

What makes BMC Helix Enterprise Service Management user-friendly is its UI and overall design; it is very user-friendly and self-explanatory. That is a key strength of it.

BMC Helix Enterprise Service Management has positively impacted my organization due to our incident management tracking, which has been quite impressive so far. We can analyze our incidents, such as which particular area has more incidents coming in, and we can drive our data analysis from the incidents that arrive day-to-day to manage the area where these incidents are occurring, trying to reduce their counts.

Regarding the data analysis part, we submitted incidents from around the last six months, and from that data we discovered that approximately 50 percent of incidents are related to infrastructure. We managed our infrastructure more effectively by setting up DR and HA in place for production support, and that is how it reduced from 50 percent to 40 percent at the initial stage. We are looking forward to reducing it to 0 percent in a couple of years because infrastructure is key to executing any RPA bots.

An improvement needed for BMC Helix Enterprise Service Management would be to have assisted guides or templates on how to use the application or the best-suited applications to carry out the use cases, which would help other teams implement BMC Helix Enterprise Service Management.

I have recently started using BMC Helix Enterprise Service Management, so it is quite new to me.

BMC Helix Enterprise Service Management is quite stable, and we do not face any challenges or issues while using it.

BMC Helix Enterprise Service Management is scalable in terms of managing four OEMs now; if we have to use it for 10 OEMs, it would be scalable for us.

Customer support for BMC Helix Enterprise Service Management is great; we receive time-to-time responses, and we get responses within 24 hours.

Previously, we were using Snow Service Now, and we switched to BMC Helix Enterprise Service Management because it was difficult to manage all four OEMs in that platform, which was not user-friendly and easy to use.

In terms of return on investment, managing production bots allowed us to reduce our 20 to 30 L1 team members managing the production bot down to 10 resources, focusing on RCA, the root cause of the incident, and how we can reduce incidents while also reducing the FTE count in managing production bots.

My experience with the pricing, setup cost, and licensing for BMC Helix Enterprise Service Management is that it is manageable, and we are comfortable onboarding vendors; it is not significant in terms of cost.

Before choosing BMC Helix Enterprise Service Management, we did not evaluate other options since this was the only one for us to evaluate.

My advice for others looking into using BMC Helix Enterprise Service Management is to start managing their services, especially if they have multiple services, with the help of BMC Helix Enterprise Service Management since it offers ease of use and requires no training. It is user-friendly and self-explanatory. I rate this product a 7 out of 10.

In my last company, during a tenure of around one year, I used BMC Helix Enterprise Service Management where I explored this functionality and went through many improvements.

As I was in the infrastructure management team, my team and I utilized BMC Helix Enterprise Service Management for ticketing purposes. Similarly, I was the system analyst, so I used to explore some reports and export import functionality.

At the starting of my career, I utilized ServiceNow. Then I moved to Mahle, where I got to know about BMC Helix Enterprise Service Management. Based on our regular operations, ticketing handling and asset management, we used this tool. This was a very fantastic experience for me in my last company with this tool.

BMC Helix Enterprise Service Management has really shaped Mahle, my last company, and their IT operations support system in a very formal way. The entire Mahle global team has adopted this tool. BMC has also given an excellence award to the Mahle team.

I noticed the resolution time improved because once the ticket falls into the bucket of the engineer, the engineers proactively contact the user. The communication mode became a very good option for this. Users are satisfied because they do not have to contact any person directly. They only have to create a ticket and someone from the IT team will reach out to them directly. This is a very good result and response from the users.

The ticketing system in BMC Helix Enterprise Service Management has a user interface. Once the user submits a ticket, the ticket is created and automatically routed based on the category that the user has selected. Since we were the on-site IT team, if the issue is related to on-site IT, it directly falls into our bucket. Once it is in our bucket, we acknowledge that ticket and assist the user. Similarly, every day, I used to export the whole open tickets and on-hold tickets, and I used to give a quick review of why the ticket is pending and how long the SLA is.

BMC Helix Enterprise Service Management provides a good and user-oriented interface. From the data perspective, it is also very useful to easily create and export the reports whatever you want. Overall, the interface, as well as the reporting and the operation inside, front end and back end is very good.

In a company, the non-tech people always want a very user-friendly portal where they can create a ticket regarding their issue. BMC Helix Enterprise Service Management has provided that user-friendly interface for the non-tech people. Similarly, for us as tech people, whatever we use, minor or major information, we are getting properly.

All functionality that is available in BMC Helix Enterprise Service Management is very good. What they can do is enhance some AI tool so that the entire system can easily move into automation.

In my last company, during a tenure of around one year, I used BMC Helix Enterprise Service Management.

At the starting of my career, I utilized ServiceNow. Then I moved to Mahle, where I got to know about BMC Helix Enterprise Service Management.

Being a technical person and a non-technical person as well, what I actually used to get from a portal related to ITSM made me give BMC Helix Enterprise Service Management a perfect score. I rate BMC Helix Enterprise Service Management with a score of 10 out of 10.

For the past three years, I have been using BMC Helix Enterprise Service Management in my current organization, Blue Yonder, where I utilize BMC Discovery management solution for discovering the multi-cloud workloads deployed for Blue Yonder, and in HSBC, I have used BMC Helix IT Service Management along with BMC agents for monitoring servers spread across 60+ countries for HSBC Global IT infrastructure.

My main use case for BMC Helix Enterprise Service Management in my current organization involves discovering the cloud workloads deployed in Microsoft Azure, VMware on-premise private cloud, GCP cloud, and OCI cloud, for listing resources provisioned in the cloud as well as in the on-premise environment, where I use ServiceNow as my IT CMDB, and BMC Discovery performs the discovery and scanning, sending the data to my ServiceNow CMDB.

The integration of BMC Helix Enterprise Service Management with ServiceNow is seamless; I am able to discover all the cloud-native products, and the experience is fantastic with a seamless integration.

The best features BMC Helix Enterprise Service Management offers include scalability, robust ITIL service management, and excellent discovery for the multi-cloud infrastructure, particularly excelling in change problem management.

In terms of features, particularly around change management, the product works very well, allowing me to create multiple kinds of changes such as normal change, expedited change, emergency change, and I can track the changes by logging into the respective portals.

BMC Helix Enterprise Service Management has a positive impact on my organization by greatly improving workforce productivity; it creates dashboards for different personas within the organization, including the IT service management leadership team and the infrastructure operations engineering team, which is very useful for the day-to-day ITSM process.

Specific metrics showing productivity improvement include our ability to reduce the number of incidents; since cloud workloads are always dynamic, BMC Discovery discovers the products every 24 hours, allowing me to get newly provisioned resources in any cloud platform used in Blue Yonder, which truly helps the infrastructure operations and engineering teams to easily track incidents and the recently provisioned resources.

Regarding my main use case or how BMC Helix Enterprise Service Management works with cloud environments, I believe it needs more interoperability and integration with data platforms such as Salesforce, Snowflake, and Databricks, which requires improvement.

To improve BMC Helix Enterprise Service Management, the integration with data cloud platforms such as Salesforce, Snowflake, Databricks, and Redis Cache needs to be enhanced as these modern data cloud platforms require more attention from BMC.

In terms of needed improvements, particularly regarding user experience, I believe more integration options are necessary within data cloud platforms, and the implementation timelines should be reduced.

I have been working for over 19 years in IT infrastructure management and cloud infrastructure management.

BMC Helix Enterprise Service Management is very stable based on my experience.

The scalability of BMC Helix Enterprise Service Management is impressive; we run close to 22,000 workloads in Microsoft Azure and 10,000+ virtual machines in the VMware on-premise environment, making the product very scalable for multi-cloud platforms, on-premise virtual infrastructure, and physical infrastructure, with support for legacy mainframe systems and IBM AIX systems as well.

The customer support for BMC Helix Enterprise Service Management is excellent.

I would rate the customer support a perfect 10.

We have not used any different solution before BMC Helix Enterprise Service Management.

The setup cost and licensing experience are straightforward, with minimal challenges encountered.

I have seen a return on investment with BMC Helix Enterprise Service Management by reducing the MTTR by up to 30%, and while I cannot comment on money saved, the solution reduces the number of support staff required to manage a larger infrastructure for a SaaS organization such as Blue Yonder.

My experience with pricing, setup costs, and licensing for BMC Helix Enterprise Service Management indicates that the pricing is high compared to competitors available in the market, such as ServiceNow or Jira.

Before choosing BMC Helix Enterprise Service Management, I evaluated other options such as ServiceNow and Jira Service Management from Atlassian.

My advice for global enterprise organizations considering an IT service management product is to evaluate BMC Helix Enterprise Service Management product features and capabilities regarding AIOps, self-healing, AI and machine learning functionalities, and interoperability with existing tools and monitoring solutions; it is definitely worth the time spent in evaluating the product for enterprise needs.

BMC Helix Enterprise Service Management is truly an enterprise-class product that assists global enterprises in day-to-day incident, change, and problem management, improving workforce productivity while being scalable and resilient, supporting all multi-cloud infrastructure platforms. I would rate this product 9 out of 10.

My main use case for BMC Helix Enterprise Service Management is related to the environment; once I provide feedback, it's helpful if your environment needs this service to serve it. BMC Helix Enterprise Service Management portal is divided into multiple services, including Discovery, workflow, ITSM, BHOM, dashboard, and service monitoring, all powered by AI. I have worked on all of these features, which has helped me. We use ITSM in our company to solve the ticketing system for support tickets, and there are workflows opened from divisions like financial and sales that are very helpful. The Discovery tool helps discover all your assets in your company, making it necessary for collaboration between your servers and services.

Out of all those services, I mainly interact with the BHOM part day-to-day, where I work on the events that trigger the services and servers based on the threshold monitored by the monitor policy and the alarm policy. I also follow up with service monitoring. If there is any event opened or an incident occurred, it gets flagged based on these policies. The AI features help predict future issues with the server or service, such as potential thresholds being reached after a few hours. Therefore, I am mainly dedicated to BHOM.

One unique aspect of my workflow with BMC Helix Enterprise Service Management is that the dashboard reflects results from the BHOM, as well as from Discovery and service monitoring. Before using BHOM, it's important to have a good Discovery to know all your assets, as this assists in monitoring your services effectively.

The best features of BMC Helix Enterprise Service Management depend on what your environment needs, as different companies might only require the dashboard or just Discovery without BHOM, ITSM, or workflow.

Personally, the most valuable features for my environment include BHOM, service monitoring, and the dashboard. The Discovery tool is necessary but works best in tandem with BHOM and service monitoring to establish reliable monitoring and insights into my environment.

BMC Helix Enterprise Service Management has positively impacted my organization by sending event alerts. For instance, if I monitor a server with disk thresholds, an email alert notifies the end user when storage is reaching its maximum capacity, which is extremely helpful.

By receiving alerts and emails ahead of time, I have noticed reductions in downtime. For example, monitoring a Hyper-V environment allows me to keep an eye on the Cluster Shared Volume (CSV). When the CSV nears capacity, I can take action before an outage occurs, which has been crucial for system stability.

BMC Helix Enterprise Service Management could use improvements on the dashboard; having a ready-to-use dashboard that just needs asset information instead of building one from scratch would be helpful. The lack of templates for dashboards and limited email notification customization are also areas needing attention.

I have been using BMC Helix Enterprise Service Management for one year.

In my experience, BMC Helix Enterprise Service Management is stable.

The scalability of BMC Helix Enterprise Service Management is good, as it grows with our organization's needs.

I have had positive experiences with customer support, having worked with both third-party teams and the BMC support team, including escalating cases to the R&D team which have been resolved successfully.

I did not use any solution before BMC Helix Enterprise Service Management, but I worked with a company that used ManageEngine, which is also good. I am familiar with other tools such as SolarWinds and Zabbix, but my primary experience is with ManageEngine.

I have seen a return on investment, especially in terms of time saved. For instance, developing metrics to monitor disk capacity prevents potential disasters.

I do not have any advice for others looking into using BMC Helix Enterprise Service Management, as I have provided all the information I have. I do not have any additional thoughts about BMC Helix Enterprise Service Management before we wrap up. I rate this product an 8 out of 10.

We are using BMC Helix Enterprise Service Management for raising tickets, handling incidents, handling work orders, and we are using problem and change models as well to manage BAU issues or project-related infrastructure tickets. We are managing all of this through both the DWP and Smart IT portal. It is a very good application.

We have multiple teams, such as level one, level two, and level three. Once a user submits a request from DWP or raises an incident from DWP, the ticket lands to the level one team. Level one team assesses the ticket and assigns it to the concerned teams, or if it is a first level issue, they call the user, assist them, and close the incidents. We have many service requests with workflows already defined for those service requests, allowing them to go directly to the concerned teams without coming first to the level one team.

We have been using BMC Helix Enterprise Service Management for a long time. Even for changes across the organization, whether required at the network level, database level, or any application layer, we are using BMC Helix Enterprise Service Management. We raise change and release modules and use problem management if there are any recurring issues.

Time is saved because of the workflows defined in BMC Helix Enterprise Service Management, and fewer employees are needed.

Earlier we were using HPSM. The challenge we were facing was that we did not have workflows defined. We could not define any workflows in HPSM. We had to do all tickets manually. We had to perform categorization and assign tickets to the concerned teams manually. Now in BMC Helix Enterprise Service Management, we can define a lot of workflows. We can add approval workflows. Many features are available.

The big improvement in BMC Helix Enterprise Service Management is that in HPSM we did not have the mechanism to configure workflows or add approval flows. All tickets and all processes used to have email approvals attached to tickets. I believe that is the big improvement we obtained.

Since we did not have workflows defined earlier, level two was struggling significantly because all service requests were coming to the queue and they needed to assess and categorize them, which took time. Now that we started using BMC Helix Enterprise Service Management and created many workflows and approvals, everything is automatically getting assigned for service requests. It is very helpful for my team because they do not need to assess all service requests. They just need to check the incidents and reassign tickets if necessary.

The main problem I found in BMC Helix Enterprise Service Management is that once a user submits a request, for example, let us say a user has one request for software installation and submits an incident instead of that, it lands in our queue. Since the user raised the incident, it will be incorrect if we resolve it after installing and resolving it as an incident because this is a service request. The main problem that I found is that once we receive the incident, we cannot change it to a work order. That is not possible at all in BMC Helix Enterprise Service Management. However, in HPSM, we had the option to change from service request to incident or incident to service request based on the ticket details. That option is not available here, but still because the workflows are defined, I believe it is more often necessary to educate the users. We need to give the end users training about that. Only then will the wrong categorization of tickets be reduced because our organization has seen a high rate of cancellation tickets because of the wrong catalog.

We started using BMC Helix Enterprise Service Management just two years back.

BMC Helix Enterprise Service Management is stable in my experience.

BMC Helix Enterprise Service Management has good scalability.

The customer support team is great.

I believe the only other option was ServiceNow before choosing BMC Helix Enterprise Service Management.

To be honest, I have seen and used ServiceNow earlier, and I have learned a lot about that. I believe that has more features than BMC Helix Enterprise Service Management. It would have been easier for the end users as well.

Recently we enabled proactive problem management and incident correlation in BMC Helix Enterprise Service Management. We are still learning, and I believe it will be a very useful tool. I believe HelixGPT is still in the implementing phase. Those things we are testing are currently in the testing phase. Once it is set, I believe it will be great to use.

Proactive problem management in BMC Helix Enterprise Service Management will help not only my team. We have multiple teams with around 1000 users in IT and multiple workgroups. It will help for all the workgroups. I believe it will help to identify recurring issues in real time. Incident correlation will also help us to identify if there is any major incident. HelixGPT depends on the agents as well. Some agents we came across have knowledge creator and navigation features. I believe BMC Navigator will be helpful for both IT users and end users. It will be easier for end users once they get the Navigator option. They will be able to locate and track issue tickets easily. Using HelixGPT, I believe it will be easier for them to understand where the ticket is exactly or what could be the issues. Maybe after HelixGPT, if there are any operational queries and knowledge articles are already created, they might refer to those instead of raising tickets. I believe it will be helpful.

BMC Helix Enterprise Service Management is a very good tool and it will be very helpful for your organization. We have many options in this tool. BMC Helix Enterprise Service Management has many features and is not a limited feature set. They are adding many features, and I believe every update they provide has very good features. I would rate this product a 7 out of 10.

My main use case for was for Incident/Request Management, Change Management and Knowledge Base.

In Incident Management, when an internal user reports a service disruption or system malfunction; either via phone or by sending an email to the IT service desk, a case is logged as an incident. The assigned IT support team then analyzes the incident, performs troubleshooting, and works toward service restoration.

A ticketing system is critical as it captures all incident related communications, actions, and status updates, creating an auditable history linked to the user and/or device. This historical data supports trend analysis, root cause investigation, and continuous service improvement.

In the context of change management, maintaining proper records was critical. Various IT teams regularly submitted change requests; however, these changes could sometimes have a significant impact on other teams or ongoing operations. For instance, the network team might plan an upgrade of Ruckus switches while the support team is simultaneously supporting a major event.

Change management ensures that when a change request is raised, all relevant teams are notified and given the opportunity to review the proposed change and provide input. If no concerns or queries are raised, the change can proceed through automatic approval. If concerns are identified, cross-functional discussions are conducted to assess risks, dependencies, and scheduling conflicts.

Documenting each step of the change process is essential for auditability, historical reference, and rollback purposes in the event that a change causes service disruption.

BMC Helix Enterprise Service Management positively impacted our organization by improving visibility, control, and coordination across teams. Its strong reporting and categorization enabled better analysis of incidents and requests, helping us identify trends and allocate resources more effectively.

The platform enhanced SLA tracking through clear dashboards, resulting in fewer breaches and improved service uptime. It also reduced incident resolution times by helping us quickly identify service-wide issues and prioritize responses. Overall, BMC Helix helped us manage services more efficiently and deliver more reliable outcomes.

One of the strongest features of BMC Helix Enterprise Service Management was its reporting module, which stood out as the most valuable capability of the platform. The solution offered nine distinct categorization layers, including operational and product-based categories, which could be combined to generate highly meaningful reports. This structured categorization, together with the reporting module, significantly simplified our work.

During the launch of our ERP system, which included multiple modules such as HR, Finance and Supply Chain, we leveraged these product categories effectively. The hierarchy was structured with the Business Application as the primary category, followed by ERP, and then Oracle. The operational category further classified items into issues or requests. Under issues, we categorized items such as dashboards, reports, how-to requests, and queries, with an additional tier for specific dashboards. This multi-tier categorization proved extremely useful during reporting, as it gave us clear visibility into areas with the highest number of issues or requests, enabling us to allocate resources more effectively.

Additionally, the user interface allowed us to enable cost tracking, effort hours, and tier services into categories such as Gold and Silver, which added significant operational value.

At the individual team level; whether IT support, infrastructure, network, or security, the impact was minimal, as these teams were already collaborating effectively. However, the real value emerged in cross-team coordination. With BMC Helix in place, all teams had full visibility, and tasks and subtasks could be assigned across teams to support broader organizational objectives. This became even more effective when we onboarded HR modules into the system. We were able to add HR services and agents with restricted visibility, ensuring that IT managed the system while HR retained ownership of policies.

Incident resolution and SLA management became far more controlled due to the platform’s dashboards. Managers and CIOs had clear, real-time visibility into SLA performance, including the ability to track potential breaches within defined timeframes. As a result, we achieved fewer SLA breaches, maintained ninety-nine percent service uptime, and significantly improved service reliability.

BMC Helix Enterprise Service Management also excelled in accelerating service restoration, reducing incident resolution time, and maintaining service availability. When multiple incidents were raised across different locations, the system helped us quickly identify service-wide outages and focus our efforts where they were most needed. Rather than reducing resources, the platform enabled us to manage them more efficiently, which was one of its greatest strengths.

From my perspective, the main area for improvement in BMC Helix Enterprise Service Management was the separation between incident and service request records. These were maintained as two distinct tables with different ticket numbers. If a common or linked ticket number had existed, it would have been much easier to relate incidents to service requests or convert one into the other. In practice, closing an incident and raising a service request resulted in a new ticket number, which often caused confusion as users would continue following up on the original ticket while updates were being made on the new one. Having interchangeability or a stronger linkage between incidents and requests would have been a valuable enhancement.

I rated the solution seven out of ten. Aside from the lack of interrelated incident and service request records, I had no major concerns from a user perspective.

The rating was also influenced by licensing considerations, as other tools in the market offered more flexible licensing models, such as concurrent usage. At the time, BMC Helix Enterprise Service Management did not allow reducing the concurrent session timing below ten minutes, which could have improved cost efficiency within the pricing model.

2 Years

In my personal experience, I have never experienced any downtime or reliability issues with BMC Helix Enterprise Service Management.

BMC Helix Enterprise Service Management was pretty scalable. As I mentioned earlier, we added the HR module under the same tenant, and it was pretty much scalable. They have scaled it up higher to finance and other modules already.

We had our local partner in the UAE, Magnoos Services. If we had any issues or new requests, we would reach out to them. I think they were very good partners, and we generally did not reach out to BMC Helix Enterprise Service Management directly.

I joined the organization when BMC Helix Enterprise Service Management was already in place, and it remained the same throughout my tenure; there was no system transition during that time. However, I have personally been exposed to and worked with other ITSM solutions.

I am really not sure how BMC Helix Enterprise Service Management was deployed in my organization as this was before I joined. I joined as an admin, and these deployments were mostly handled with the infrastructure team.

Yes, BMC Helix improved efficiency, reduced SLA breaches, and maintained ~99% service uptime, enabling faster issue resolution and better resource allocation.

From what I heard from procurement and management, BMC Helix Enterprise Service Management overall is a costly setup. However, since I am in the support and administration team, I do not have much visibility over the cost.

I think the competitor BMC Helix Enterprise Service Management was evaluated against was ServiceNow.

The only advice I would give from my experience is to categorize the nine available categories properly, as they will be very helpful for reporting.