Improved ticket handling has shaped global IT support and provides clear reporting for daily reviews
What is our primary use case?
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.
How has it helped my organization?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
In my last company, during a tenure of around one year, I used BMC Helix Enterprise Service Management.
Which solution did I use previously and why did I switch?
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.
What other advice do I have?
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.
BMC Helix Client Management
What do you like best about the product?
Easy to deploy, powerful to manage assets
What do you dislike about the product?
Nothing to mention other than it is not easy to make sure you have all previous assets being scanned
What problems is the product solving and how is that benefiting you?
IT asset management and software deplyment
Its good user friendly
What do you like best about the product?
Progressive web application, support for incident, work order, and custom application.
What do you dislike about the product?
Still I did not find any negative things in this.
What problems is the product solving and how is that benefiting you?
Its remind me to manage time line to solve client issues within time line.
Recommendations to others considering the product:
It's good and user friendly in all interface include user admin or consultant and many more.
Used Bmc, was user friendly tool
What do you like best about the product?
was user friendly, easy to use ticketing system.
What do you dislike about the product?
not much experience related to support side about the tool
What problems is the product solving and how is that benefiting you?
I was user to raise ticket for issues related to issues related to tools, systems etc.
Recommendations to others considering the product:
NA
How BMC Helix is great
What do you like best about the product?
The most helpful thing is the software, it requires my attention but also my soul.
What do you dislike about the product?
It’s hard to say exactly what one thing I dislike about the software, but it would be easier to just not.
What problems is the product solving and how is that benefiting you?
I’ve solved many problems with it, and also benefits have been realized greatly.
Recommendations to others considering the product:
Yes make more money available to people like me!
Great itsm tool
What do you like best about the product?
Great ITSM tool with best ever UI and user friendly
What do you dislike about the product?
Nothing as so much, the filter options can be upgraded
What problems is the product solving and how is that benefiting you?
It’s great to use and easy to implement
Excellent product!
What do you like best about the product?
Ease of deployment, brilliant functionality such as the ability to Remote Control and fully manage devices across the internet without the need for a VPN. Client Management covers all area's you would expect from a client management perspective but done really well. Patch Management is brilliant and not only does it cover Microsoft patches but also covers all other types of products based on the Ivanti database (Shavlik) which means you can use pre-tested patches for peace of mind.
Inventory Management, OSD and Device Management are great. the Ability to restrict applications until they have been allocated (authorised) a license can save a lot of money especially when you are due to be audited.
What do you dislike about the product?
Interface could do with improving and modernising but functionality wise is great.
What problems is the product solving and how is that benefiting you?
License Management has been a massive requirement which BCM has solved. Ability for the support agents to remote control from just clicking on the Incident when a user phones in has saved a lot of time for our engineers.
Satiesfied
What do you like best about the product?
Easy way to deploy updates on user's machines.
What do you dislike about the product?
sometimes BMC cannot get to be updated and the patches released are not received
What problems is the product solving and how is that benefiting you?
saving time and manpower
