For the past three years, I have been using BMC Helix Enterprise Service Management in my current organization, Blue Yonder, where I utilize BMC Discovery management solution for discovering the multi-cloud workloads deployed for Blue Yonder, and in HSBC, I have used BMC Helix IT Service Management along with BMC agents for monitoring servers spread across 60+ countries for HSBC Global IT infrastructure. My main use case for BMC Helix Enterprise Service Management in my current organization involves discovering the cloud workloads deployed in Microsoft Azure, VMware on-premise private cloud, GCP cloud, and OCI cloud, for listing resources provisioned in the cloud as well as in the on-premise environment, where I use ServiceNow as my IT CMDB, and BMC Discovery performs the discovery and scanning, sending the data to my ServiceNow CMDB. The integration of BMC Helix Enterprise Service Management with ServiceNow is seamless; I am able to discover all the cloud-native products, and the experience is fantastic with a seamless integration.
IT Systems & Support Engineer at a comms service provider with 501-1,000 employees
Real User
Top 20
Jan 17, 2026
My main use case for BMC Helix Enterprise Service Management is related to the environment; once I provide feedback, it's helpful if your environment needs this service to serve it. BMC Helix Enterprise Service Management portal is divided into multiple services, including Discovery, workflow, ITSM, BHOM, dashboard, and service monitoring, all powered by AI. I have worked on all of these features, which has helped me. We use ITSM in our company to solve the ticketing system for support tickets, and there are workflows opened from divisions like financial and sales that are very helpful. The Discovery tool helps discover all your assets in your company, making it necessary for collaboration between your servers and services. Out of all those services, I mainly interact with the BHOM part day-to-day, where I work on the events that trigger the services and servers based on the threshold monitored by the monitor policy and the alarm policy. I also follow up with service monitoring. If there is any event opened or an incident occurred, it gets flagged based on these policies. The AI features help predict future issues with the server or service, such as potential thresholds being reached after a few hours. Therefore, I am mainly dedicated to BHOM. One unique aspect of my workflow with BMC Helix Enterprise Service Management is that the dashboard reflects results from the BHOM, as well as from Discovery and service monitoring. Before using BHOM, it's important to have a good Discovery to know all your assets, as this assists in monitoring your services effectively.
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
Real User
Top 10
Jan 15, 2026
My main use case for was for Incident/Request Management, Change Management and Knowledge Base. In Incident Management, when an internal user reports a service disruption or system malfunction; either via phone or by sending an email to the IT service desk, a case is logged as an incident. The assigned IT support team then analyzes the incident, performs troubleshooting, and works toward service restoration. A ticketing system is critical as it captures all incident related communications, actions, and status updates, creating an auditable history linked to the user and/or device. This historical data supports trend analysis, root cause investigation, and continuous service improvement. In the context of change management, maintaining proper records was critical. Various IT teams regularly submitted change requests; however, these changes could sometimes have a significant impact on other teams or ongoing operations. For instance, the network team might plan an upgrade of Ruckus switches while the support team is simultaneously supporting a major event. Change management ensures that when a change request is raised, all relevant teams are notified and given the opportunity to review the proposed change and provide input. If no concerns or queries are raised, the change can proceed through automatic approval. If concerns are identified, cross-functional discussions are conducted to assess risks, dependencies, and scheduling conflicts. Documenting each step of the change process is essential for auditability, historical reference, and rollback purposes in the event that a change causes service disruption.
I use BMC Helix Enterprise Service Management ( /products/bmc-helix-enterprise-service-management-reviews ) primarily for IT service management. It supports modules like incident management, change management, problem management, release management, and configuration management.
Learn what your peers think about BMC Helix Enterprise Service Management. Get advice and tips from experienced pros sharing their opinions. Updated: February 2026.
BMC Helix Enterprise Service Management is a comprehensive platform designed to deliver advanced service management capabilities, enabling businesses to transform their operations with intelligent automation and robust integration features.
Companies looking to streamline their service processes will find BMC Helix Enterprise Service Management an invaluable tool. It offers innovative solutions to common challenges with capabilities that span multiple domains. The system fosters efficiency...
For the past three years, I have been using BMC Helix Enterprise Service Management in my current organization, Blue Yonder, where I utilize BMC Discovery management solution for discovering the multi-cloud workloads deployed for Blue Yonder, and in HSBC, I have used BMC Helix IT Service Management along with BMC agents for monitoring servers spread across 60+ countries for HSBC Global IT infrastructure. My main use case for BMC Helix Enterprise Service Management in my current organization involves discovering the cloud workloads deployed in Microsoft Azure, VMware on-premise private cloud, GCP cloud, and OCI cloud, for listing resources provisioned in the cloud as well as in the on-premise environment, where I use ServiceNow as my IT CMDB, and BMC Discovery performs the discovery and scanning, sending the data to my ServiceNow CMDB. The integration of BMC Helix Enterprise Service Management with ServiceNow is seamless; I am able to discover all the cloud-native products, and the experience is fantastic with a seamless integration.
My main use case for BMC Helix Enterprise Service Management is related to the environment; once I provide feedback, it's helpful if your environment needs this service to serve it. BMC Helix Enterprise Service Management portal is divided into multiple services, including Discovery, workflow, ITSM, BHOM, dashboard, and service monitoring, all powered by AI. I have worked on all of these features, which has helped me. We use ITSM in our company to solve the ticketing system for support tickets, and there are workflows opened from divisions like financial and sales that are very helpful. The Discovery tool helps discover all your assets in your company, making it necessary for collaboration between your servers and services. Out of all those services, I mainly interact with the BHOM part day-to-day, where I work on the events that trigger the services and servers based on the threshold monitored by the monitor policy and the alarm policy. I also follow up with service monitoring. If there is any event opened or an incident occurred, it gets flagged based on these policies. The AI features help predict future issues with the server or service, such as potential thresholds being reached after a few hours. Therefore, I am mainly dedicated to BHOM. One unique aspect of my workflow with BMC Helix Enterprise Service Management is that the dashboard reflects results from the BHOM, as well as from Discovery and service monitoring. Before using BHOM, it's important to have a good Discovery to know all your assets, as this assists in monitoring your services effectively.
My main use case for was for Incident/Request Management, Change Management and Knowledge Base. In Incident Management, when an internal user reports a service disruption or system malfunction; either via phone or by sending an email to the IT service desk, a case is logged as an incident. The assigned IT support team then analyzes the incident, performs troubleshooting, and works toward service restoration. A ticketing system is critical as it captures all incident related communications, actions, and status updates, creating an auditable history linked to the user and/or device. This historical data supports trend analysis, root cause investigation, and continuous service improvement. In the context of change management, maintaining proper records was critical. Various IT teams regularly submitted change requests; however, these changes could sometimes have a significant impact on other teams or ongoing operations. For instance, the network team might plan an upgrade of Ruckus switches while the support team is simultaneously supporting a major event. Change management ensures that when a change request is raised, all relevant teams are notified and given the opportunity to review the proposed change and provide input. If no concerns or queries are raised, the change can proceed through automatic approval. If concerns are identified, cross-functional discussions are conducted to assess risks, dependencies, and scheduling conflicts. Documenting each step of the change process is essential for auditability, historical reference, and rollback purposes in the event that a change causes service disruption.
I use BMC Helix Enterprise Service Management ( /products/bmc-helix-enterprise-service-management-reviews ) primarily for IT service management. It supports modules like incident management, change management, problem management, release management, and configuration management.