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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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.

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ITSM Consultant at a media company with 10,001+ employees

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. 

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Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
513,091 professionals have used our research since 2012.
NS
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.

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EC
Sales Engineer at a tech services company with 51-200 employees

Clients use it for incident management, problem management, change management, and device management.

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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. 

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HW
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.

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Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
513,091 professionals have used our research since 2012.