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BMC Helix

BMC Software

Reviews from AWS customer

3 AWS reviews

External reviews

19 reviews
from and

External reviews are not included in the AWS star rating for the product.

5-star reviews ( Show all reviews )

    Mohit Mishra

Improved ticket handling has shaped global IT support and provides clear reporting for daily reviews

  • January 22, 2026
  • Review provided by PeerSpot

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.

    Shefali G.

A Powerful ITSM Solution with a Learning Curve

  • December 22, 2023
  • Review provided by G2

What do you like best about the product?
BMC Helix Platform offers a robust and versatile solution for our organization's IT service management needs. The platform's user-friendly interface simplifies workflow customization, making it easy to adapt to our specific requirements. The seamless integration with various ITIL processes enhances efficiency, and the built-in automation tools have significantly streamlined our operations. While the learning curve exists, the extensive documentation and responsive support team ensure a smooth onboarding process. Overall, BMC Helix Platform stands out for its flexibility, scalability, and comprehensive feature set, making it a valuable asset for any enterprise seeking a reliable ITSM solution.
What do you dislike about the product?
One drawback I've encountered with BMC Helix Platform is the complexity of certain advanced features. Navigating through intricate customization options can be challenging, requiring a steeper learning curve. While the platform's flexibility is a strength, it might benefit from a more intuitive interface for these advanced configurations, making it more accessible to users with varying levels of technical expertise.
What problems is the product solving and how is that benefiting you?
BMC Helix Platform has proven instrumental in resolving key challenges across various IT domains. Its robust IT service management capabilities address issues such as incident resolution delays, service request bottlenecks, and inefficient change management processes. The platform's automation features significantly reduce manual workload, leading to quicker response times and improved overall service delivery. Additionally, the comprehensive analytics provided by BMC Helix enable data-driven decision-making, enhancing our ability to proactively identify and mitigate potential issues. Ultimately, the platform's versatility and problem-solving capabilities contribute to increased operational efficiency and client satisfaction, making it an invaluable tool for our consulting endeavors.

    Daniel J.

Admin of BHOM Platform

  • April 14, 2023
  • Review provided by G2

What do you like best about the product?
The new grafana (Called Helix Dashboards) that the new platform includes to display metrics and compare with different data sources like vcenter, prometheus, elastic...
What do you dislike about the product?
Very very new product with a couple of little problems.
What problems is the product solving and how is that benefiting you?
Dashboads for long data periods, integration with very third parties tools, specially AWX tower for remediations, and internal integrations like BMC ITSM (Remedy)

    Information Technology and Services

Best ticketing tool with option for customization as per your need

  • October 30, 2021
  • Review provided by G2

What do you like best about the product?
Customization capability
Survey feature
Chat option
Create n numbers of Services as per catalog
Mentain assets
What do you dislike about the product?
Some features are not available and in oob it's difficult to customize for which we provide work around solution.
What problems is the product solving and how is that benefiting you?
Lots of Services created through advanced interface forms.

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