BMC Helix ITSM

We use BMC Helix ITSM as our central ITSM suite within an IT service provider serving the banking sector, with approximately 650 employees. The scope covers Incident Management, Change Enablement, IT Asset Management, CMDB, and a customer portal supporting over 36,000 workplaces and more than 700 business services. Helix primarily addresses our challenge of consistently mapping and demonstrably managing regulatory-compliant IT processes (DORA, EBA Outsourcing Guidelines, ISAE 3402 Type 2). Planned next steps include Autodiscovery, AIOps, and Helix-GPT to improve data quality in CMDB/ITAM and to relieve the service desk through AI-driven automation.

• Operational efficiency (Incident/Problem): Standardized workflows and clear ownership improved triage, escalation, and root-cause tracking across a large service landscape (~700 business services / ~36,000 workplaces). This reduced coordination effort and improved consistency of handling and communication.
• Customer experience via the customer platform/portal: A single entry point for users, increased transparency (status, updates, responsibilities), and enabled more structured intake. This supports the objective of “empowering users” and reduces back-and-forth communication.
• Governance & compliance impact (positive + limiting factors): Helix supports auditable processes needed in a regulated environment (DORA/EBA/NIS2, ISO/ISAE context). ROI is constrained where foundation data is still maturing (CMDB build-up, ITAM data quality) and where strict permissions and heterogeneous integrations increase implementation and ongoing maintenance effort; non-harmonized SLAs add additional overhead.

ServiceNow IT Service Management and Atlassian Jira

Our company uses BMC Helix ITSM to improve our processes used in incident, problem, and change management enhancing accuracy, reducing downtime for our users, tracking incidents faster, and improving service delivery. The product we use will assist us with a set of challenges such as fragmented workflows, resolution times, and visibility across support processes. We cover the organization's IT support, asset management, and automated workflows ensuring promptness, compliance, and higher user satisfaction across the organizations many business units.

• Improved ROI by using automation and reduced manual workloads
• Better service desk team efficiency
• Initial investment may look higher
• Alerts are prompt

ServiceNow Enterprise Asset Management and Atlassian Jira

Atlassian Jira, SAP LeanIX Enterprise Architecture, ServiceNow IT Asset Management

I restructure IT services, providing clear SLA measurement and helping to improve processes.

Providing an accurate inventory with the help of the CMDB.

Having a single platform for all processes. Improving service quality and enhancing customer service.Clear graphs of support processes were obtained for executive reports.And decision-making was automated based on the change management offered by the tool.

• The company-wide service level could be measured using the SLAs.
• have a single product that can solve all types of problems for the customer
• To efficiently measure the workload of each management team

Zoho Desk and ServiceNow IT Service Management

We use BMC Helix ITSM for Incidents, Workorders, CMDB, Knowledge Management, Change Request CRQ and Discovery. We use extensively accross our organization globally. Our service desk uses BMC Helix ITSM as well

• Must improve on ServiceDesk support as I have mentioned from Day1
• Roadmap is well established and great tools for automation
• Discovery tool is great

CoPilot AI, Microsoft SharePoint

We use BMC Helix ITSM for managing incidents, changes, problems and service requests. We have service targets for incidents but not for service requests. All modules are consuming data from CMDB and we also have a major incident management module. We have integrations with Active Directory, asset discovery, remote access control, monitoring events, security events and HR platform.

• Reduced cost through automation.
• Improved efficiency through integrations.
• Speed up resolution through ticket auto-routing detection.

BMC Helix Digital Workplace, BMC Helix Business Workflows, BMC Helix Discovery