Regarding my main use case or how BMC Helix Enterprise Service Management works with cloud environments, I believe it needs more interoperability and integration with data platforms such as Salesforce, Snowflake, and Databricks, which requires improvement. To improve BMC Helix Enterprise Service Management, the integration with data cloud platforms such as Salesforce, Snowflake, Databricks, and Redis Cache needs to be enhanced as these modern data cloud platforms require more attention from BMC. In terms of needed improvements, particularly regarding user experience, I believe more integration options are necessary within data cloud platforms, and the implementation timelines should be reduced.
IT Systems & Support Engineer at a comms service provider with 501-1,000 employees
Real User
Top 20
Jan 17, 2026
BMC Helix Enterprise Service Management could use improvements on the dashboard; having a ready-to-use dashboard that just needs asset information instead of building one from scratch would be helpful. The lack of templates for dashboards and limited email notification customization are also areas needing attention.
Manager, Information Technology Support & Service Delivery at a university with 1,001-5,000 employees
Real User
Top 10
Jan 15, 2026
From my perspective, the main area for improvement in BMC Helix Enterprise Service Management was the separation between incident and service request records. These were maintained as two distinct tables with different ticket numbers. If a common or linked ticket number had existed, it would have been much easier to relate incidents to service requests or convert one into the other. In practice, closing an incident and raising a service request resulted in a new ticket number, which often caused confusion as users would continue following up on the original ticket while updates were being made on the new one. Having interchangeability or a stronger linkage between incidents and requests would have been a valuable enhancement. I rated the solution seven out of ten. Aside from the lack of interrelated incident and service request records, I had no major concerns from a user perspective. The rating was also influenced by licensing considerations, as other tools in the market offered more flexible licensing models, such as concurrent usage. At the time, BMC Helix Enterprise Service Management did not allow reducing the concurrent session timing below ten minutes, which could have improved cost efficiency within the pricing model.
There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs). In BMC Helix, there are issues with the Configuration Management ( /categories/configuration-management ) Database (CMDB ( /categories/configuration-management-databases )), such as duplicate entries and problems with reconciliation. The recently introduced dashboard tool in Helix, which replaced Smart Reporting ( /categories/reporting ), has several issues. Reporting ( /categories/reporting ) has been a consistent problem in BMC, and it would greatly benefit from enhancements.
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...
Regarding my main use case or how BMC Helix Enterprise Service Management works with cloud environments, I believe it needs more interoperability and integration with data platforms such as Salesforce, Snowflake, and Databricks, which requires improvement. To improve BMC Helix Enterprise Service Management, the integration with data cloud platforms such as Salesforce, Snowflake, Databricks, and Redis Cache needs to be enhanced as these modern data cloud platforms require more attention from BMC. In terms of needed improvements, particularly regarding user experience, I believe more integration options are necessary within data cloud platforms, and the implementation timelines should be reduced.
BMC Helix Enterprise Service Management could use improvements on the dashboard; having a ready-to-use dashboard that just needs asset information instead of building one from scratch would be helpful. The lack of templates for dashboards and limited email notification customization are also areas needing attention.
From my perspective, the main area for improvement in BMC Helix Enterprise Service Management was the separation between incident and service request records. These were maintained as two distinct tables with different ticket numbers. If a common or linked ticket number had existed, it would have been much easier to relate incidents to service requests or convert one into the other. In practice, closing an incident and raising a service request resulted in a new ticket number, which often caused confusion as users would continue following up on the original ticket while updates were being made on the new one. Having interchangeability or a stronger linkage between incidents and requests would have been a valuable enhancement. I rated the solution seven out of ten. Aside from the lack of interrelated incident and service request records, I had no major concerns from a user perspective. The rating was also influenced by licensing considerations, as other tools in the market offered more flexible licensing models, such as concurrent usage. At the time, BMC Helix Enterprise Service Management did not allow reducing the concurrent session timing below ten minutes, which could have improved cost efficiency within the pricing model.
There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs). In BMC Helix, there are issues with the Configuration Management ( /categories/configuration-management ) Database (CMDB ( /categories/configuration-management-databases )), such as duplicate entries and problems with reconciliation. The recently introduced dashboard tool in Helix, which replaced Smart Reporting ( /categories/reporting ), has several issues. Reporting ( /categories/reporting ) has been a consistent problem in BMC, and it would greatly benefit from enhancements.