Overall, BMC Helix Enterprise Service Management is a strong platform, but there are a few areas that could be improved. The user interface and overall usability could be more intuitive, especially for new users. We are working on creating a custom dashboard for the end customer. Some configurations and workflows take time to understand, so simplifying setup and improving documentation would help speed up adoption. From a testing and automation perspective, clearer visibility into configuration changes and better built-in validation or debugging tools would also make it easier to troubleshoot complex scenarios. Another area that could use improvement in BMC Helix Enterprise Service Management is performance consistency, especially in highly customized or large-scale environments. The platform is stable overall, but better out-of-the-box performance tuning guidance would help customers avoid trial and error. Additionally, simplifying integrations and providing more readymade connectors or clearer API examples would make it easier for teams to onboard faster. Improved observability, such as clear logs or diagnostics around workflow execution, would also help both customers and engineering teams troubleshoot issues more efficiently.
