Name: BMC Helix Enterprise Service Management
Brand: BMC Helix
Rating: 4.0 (9 reviews)

Service Management Consultant at a tech services company with 51-200 employees

Apr 29, 2025

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Utilize comprehensive IT service modules while addressing configuration database issues

Pros and Cons

"The support of BMC is generally good and better compared to some competitors."

"There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs)."

What is our primary use case?

I use BMC Helix Enterprise Service Management primarily for IT service management. It supports modules like incident management, change management, problem management, release management, and configuration management.

What is most valuable?

While I cannot provide very particular details about the most helpful features, I also use other tools like ServiceNow and Jira that have similar features. Some of the changes required are at the framework level, which may not be feasible to change immediately. Incorporating features available in ServiceNow would greatly enhance BMC Helix Enterprise Service Management.

What needs improvement?

There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs). In BMC Helix, there are issues with the Configuration Management Database (CMDB), such as duplicate entries and problems with reconciliation. The recently introduced dashboard tool in Helix, which replaced Smart Reporting, has several issues. Reporting has been a consistent problem in BMC, and it would greatly benefit from enhancements.

For how long have I used the solution?

I have been using BMC Helix Enterprise Service Management for about fifteen years now.

Buyer's Guide

BMC Helix Enterprise Service Management

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What was my experience with deployment of the solution?

I did encounter issues, but they were not overly complex. Overall, I would rate the complexity of the migration as medium.

What do I think about the stability of the solution?

The stability of the solution could be improved, specifically in the area of the Configuration Management Database (CMDB), where there are issues with duplicate entries and reconciliation.

How are customer service and support?

The support of BMC is generally good and better compared to some competitors. However, there is room for improvement in new products like the dashboard tool.

How would you rate customer service and support?

Which solution did I use previously and why did I switch?

I previously used the older Remedy solution before migrating to BMC Helix Enterprise Service Management.

How was the initial setup?

I migrated from an older Remedy to Helix Remedy, which took around six to nine months. It wasn't extremely complex, but there were some issues during the migration.

What's my experience with pricing, setup cost, and licensing?

While I am not very sure about the pricing, I have heard that the license cost of BMC is relatively lower than its competitors.

Which other solutions did I evaluate?

Other solutions I work with include ServiceNow and Jira, which also have similar features.

What other advice do I have?

The decision to use BMC Helix Enterprise Service Management depends on the specific use case and requirements. Overall, I would recommend considering other tools if their features align better with organizational needs. I would rate the overall solution a 7 out of 10.