BMC Helix ITSM Primary Use Case
We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics and IT processes, primarily managed by the application support group.
We employed services to monitor streams related to critical management and address issues promptly. Initially, we managed on-premises data, which was relatively straightforward. However, with the introduction of BMC Elite, we transitioned to this new platform, finding it more effective than our previous Azure-based approach.
View full review »We use BMC Helix ITSM for ticketing and asset and IT resource management.
View full review »We are using BMC Helix ITSM mainly to manage the infrastructure network in terms of our CMDB. It is used for maintaining all the network elements, such as all the incidents, changes, and problems around the infrastructure network.
View full review »Buyer's Guide
BMC Helix ITSM
April 2024
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
768,740 professionals have used our research since 2012.
TB
reviewer1133502
Senior Manager: IT Operations | Information Technology Shared Services at a manufacturing company with 1,001-5,000 employees
I use the solution as an end user to log calls and get updates from my resolver groups.
My company is in mining and has 4,000 employees, but not all employees use the solution.
View full review »I use BMC Helix ITSM in my company for operation purposes.
We use it for the entire service management portfolio. We do instant problem changes and asset management, CMDB. We use it for the entire service management module.
View full review »The main use case for Helix ITSM is managing break/fix tickets and all other issues with the product. It tracks customer issues using an incident model.
We have problem management for recurring issues and do a deep dive if we need some change to fix the root cause. We can also identify if a change caused the issue with a holistic analysis.
Our primary use case of this solution is as a ticketing system, it's our work order system. This is a help desk software and I deal with the server side. We are customers of BMC.
View full review »We have a different project in which we implement BMC Helix ITSM, including a built-in ERP solution that has different supply chain management, such as finance, and other projects. Each team assigns the tickets, and if any client is facing an issue in a particular model, they will create the ticket and it will go through this particular use case.
If it relates to supply the chain, it goes to a particular administrator or developers. In this use case, we use approximately 500 users in BMC Helix ITSM.
View full review »I was responsible for three implementations with BMC. All of these implementations are related to ITSM, with the IT Service Management implementation, where we manage all the processes like incident management, request fulfillment, problem management, change management, and configuration management. All three projects were of the same scope, with only ITSM managing all these processes in each one.
View full review »I used this solution as part of my previous role where I was a solution architect designing comprehensive solutions for customers in the APAC region, including India. The customers predominantly have challenges with respect to the ITSM area.
The primary use cases could be particular incident problems and change management modules. There are of course requirements on your cellphone catalog front. Along with other BMC products, it could be discovery or it could be your monitoring solution.
Every fourth or fifth client I have worked with has had the BMC solution.
It's a cloud solution and deployed on-prem.
View full review »We use BMC Helix ITSM only for managing internal tickets. I only use it for checking my tickets because I'm just an end-user. I phone the service desk or I use their self-service interface to log my tickets. I have access to the interface, which I use to receive feedback on my tickets. If there's any work that I do for internal support, I use the same interface. The interface is what I use to receive information into the system and let the service desk know how far I am. There's very little that I do on that side of things. It's less than 5 percent of the work I do on BMC Helix ITSM, and 95 percent of the work I do is with CA Service Desk.
View full review »AH
reviewer2049825
BMC Remedy Developer at a energy/utilities company with 10,001+ employees
We are using BMC Helix ITSM mainly for incident and change management.
View full review »FG
Fairoz Gadad
Project Manager at Vyom Labs
Most of our customers use ITSM for incident, problem, and change management, and BMC gives them a complete solution.
View full review »JC
Jim Coryat
Senior Software Engineer at a manufacturing company with 10,001+ employees
ITIL implementation in a corporate 100 technology company.
Implemented the following:
- Service Desk
- Knowledge Management
- Problem management
- Asset Management
- Service Level Management
- Service Request Management.
Now, we have MyIT and SmartIT implemented, which have a significantly improved UI.
View full review »BMC Remedy ITSM application solution is one of the best solutions in the market. This is one of the primary help desk management tool that we have. We use this tool for managing tickets, other employee related services, and reporting purposes.
View full review »SV
reviewer2114958
Service Assurance Manager at a comms service provider with 5,001-10,000 employees
We use BMC Helix ITSM as a managed ticketing solution for the telecom industry.
View full review »I am supporting the top bank in Pakistan, and they are using BMC Helix ITSM. There are multiple solutions in BMC Helix ITSM, such as asset management, configuration management, and tools that are used for monitoring purposes.
View full review »TM
Mogle
Senior BMC Remedy Consultant at Mogle & Partners Limited
The primary use case of this solution for individuals calling into the help desk to have a ticket created over the phone, which becomes an incident. If the incident gets upgraded then it becomes a problem and then they work on it.
View full review »The primary use case was basic ITIL/ITSM.
View full review »AV
Alvaro Valdes
Information Systems Computer System Controller at a insurance company with 11-50 employees
The solution supports our supporting processes. My responsibilities include reporting on the services we offer to end-users, primarily through channels like email. I focus on coordinating arrangements for the services we provide.
SK
Shaheen Kapery
Solutions Architect at Bytes Systems Integration
The BMC Helix ITSM can be deployed on-premise or in the cloud.
We use BMC Helix ITSM in the financial sector.
View full review »SA
reviewer1288452
Principal Architect at a tech vendor with 5,001-10,000 employees
It's a help desk software. It is an ITSM system. We are an MSP. We use it in-house and then we use it for a bunch of our other customers.
View full review »PK
reviewer1290114
IT Consultant at a retailer with 10,001+ employees
This tool is used for ticketing purposes, to track down daily issues and requests as part of business requirements.
It includes ITIL practices such as incident management, problem management, change management, asset management, and configuration management. We are able to link tickets to one another.
It is used to create, modify, update, and resolve tickets. Parent/child tickets are possible to create. It can also create problem tickets and change requests. It will easily calculate SLAs and can create and customize reports as per user requirement.
View full review »We use Helix to manage incidents and requests.
View full review »BR
Bharath_Ram
Lead, Tools implementation & Project Management at a financial services firm with 501-1,000 employees
This is an IT Service Management tool for incident management.
I use this product as an end-user and not an administrator. This is not a product that I use extensively. We primarily use it for incident tracking and service request tracking.
View full review »SK
Siva Sankara Prasad Kaza
IT Software Engineer at a manufacturing company with 10,001+ employees
To manage the ITSM process in our organization and the organization's infrastructure via CMDB.
View full review »JS
Jaikant S Rao
Practice Director, Global Infrastructure Services at a computer software company with 10,001+ employees
We use BMC Helix for application discovery and dependency mapping the area of the nCode. It's one of the best programs we've used. We usually serve around 10 to 20 customers with this solution but it's fewer than 10 now.
View full review »AA
reviewer1519866
Technical Program Manager / Site Lead at a computer software company with 51-200 employees
The solution is for all IT management. It takes care of the day-to-day operations and customers' policies. The initial implementation was to start creating a knowledge base and capture information as it happened. Then by using that knowledge base analysis and see what trends are occurring within the systems.
View full review »We mainly use it for service requests and incident management. It is being used for all problem tickets and change requests. We are using the latest version.
View full review »HW
reviewer1427520
IT-Consultant at a computer software company with 201-500 employees
Overall, within our company, there are over 15,000 end-users and 400 incident management members using this solution.
View full review »WS
Will Sefara
Managing Director at Will Consulting
I'm a service management specialist and I'm in partnership with BMC.
View full review »- Logging of incidents
- Work orders
- Purchase orders and change requests
We use this to track all future development requests from our end users.
View full review »I am an administrator and developer of BMC Remedy ITSM Suite. I create service requests, templates, and do day-to-day admin duties. I also create customizations due to requests or business needs.
View full review »AG
reviewer1040706
CTO y Socio at a tech services company with 5,001-10,000 employees
We use Helix to manage services for clients in Latin America and provide a service desk.
View full review »PB
reviewer1633893
Head of Customer Operations at a comms service provider with 201-500 employees
It is basically in for the management and problem management.
View full review »Managing our customer products, problems, and take-ons as well as our IT operations and change management. We also use it to manage our ever growing infrastructure.
View full review »MD
reviewer1403640
Executive Consultants Team Lead at a tech services company with 11-50 employees
We are mostly involved in service assurance for telecommunications; service assurance and network provisioning for telecommunications. We use BMC Helix ITSM in these areas.
Most of our use cases involving BMC Helix ITSM are for change management and trouble ticketing. If you look at telecommunications companies, everything revolves around incident problems and change.
View full review »NS
reviewer979188
Solutions Architect at a computer software company with 10,001+ employees
We are not using this product. Rather, we are proposing it as a part of our solution because we have experience with the on-premise and the ROE (remedy on demand). We upgrade and do the installation for our customers.
View full review »We use Remedy primarily for Change, Incident and Asset Management. We track all company assets.
View full review »It is the enterprise ticketing system at KU Health Systems. We use it for incident management, asset management, knowledge management, problem management, release management, and change management. There are also several tools, such as SCCM, and other integration solutions (e.g., TLS) which ingest the data and give the executives a flash dashboard to look at. The idea is to reduce downtime and expedite recovery time.
View full review »Clients use it for incident management, problem management, change management, and device management.
View full review »Aligning IT processes within your organization with best practices, like ITIL.
Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.
View full review »We use Remedy to automate the ticket registration, attention, and solution from automatic creation to solve them on mobile devices.
View full review »We use Remedy as our ITIL solution for our IT department. Currently, we have a few projects starting up, which will also utilize it as a ticket intake system for non-IT as well.
Information Technology Service Management (ITSM) as a service level process use. I use the reporting console to make reports for managers.
Buyer's Guide
BMC Helix ITSM
April 2024
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
768,740 professionals have used our research since 2012.