BMC Helix ITSM Primary Use Case

AA
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.

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BrunoPires - PeerSpot reviewer
Archietect and delivery manager at Axians

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.

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Fairoz Gadad - PeerSpot reviewer
Project Manager at a computer software company with 501-1,000 employees

Most of our customers use ITSM for incident, problem, and change management, and BMC gives them a complete solution. 

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Buyer's Guide
BMC Helix ITSM
November 2022
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
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AANKITGUPTAA - PeerSpot reviewer
Consultant at Pi DATACENTERS

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.

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Navneet Gupta - PeerSpot reviewer
IT Manager at a manufacturing company with 10,001+ employees

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. 

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Shrikant Pillay - PeerSpot reviewer
Service Management Consultant at Tata Consultancy

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.

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MD
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.

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MakhosonkeMatshoba - PeerSpot reviewer
ESM Specialist at LetsCloudIT

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.

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SA
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.

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Yousef Bayari - PeerSpot reviewer
ITSM Consultant at a comms service provider with 10,001+ employees

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.

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AG
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. 

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Bharath_Ram - PeerSpot reviewer
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.

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Will Sefara - PeerSpot reviewer
Managing Director at Will Consulting

I'm a service management specialist and I'm in partnership with BMC.

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JS
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.

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PB
Head of Customer Operations at a comms service provider with 201-500 employees

It is basically in for the management and problem management.

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SK
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.

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Buyer's Guide
BMC Helix ITSM
November 2022
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
653,757 professionals have used our research since 2012.