Thank you BMC for the great job you do.

We have not yet fully completed the transition to the new UI, but in the areas already migrated, the experience is very good—modern and easy to navigate. This is especially true for Incident, Problem, and the customer portal in our setup: tickets can be captured and processed in a structured way, ownership and status are transparent, and communication stays neatly attached to the record. In day-to-day operations, this improves traceability and reduces back-and-forth. Since not all areas are on the new UI yet, we still see occasional “breaks” and differing interaction patterns, which slightly impact speed and consistency. Overall, usability in the migrated modules is convincing and supports efficient, standardized processes, which is why the rating is high.

BMC Helix ITSM fits our environment particularly well, where standardized, auditable processes are already in place: Incident and Problem Management can be structured cleanly, with clear ownership, escalations, and fully traceable documentation—crucial in a highly regulated banking context. Through the customer platform/portal, users can log incidents and requests consistently, track their status transparently, and use a single central communication channel across service boundaries. This supports a service-oriented setup spanning multiple business services and locations. It becomes less suitable—or at least more effort-intensive—when core foundation data is not yet stable: an immature CMDB, insufficient ITAM data quality, and an unstructured knowledge base limit the value of automation and self-service. In addition, heterogeneous integrations and strict authorization models can increase implementation and ongoing maintenance efforts, especially when SLAs are not harmonized across different customer environments.