What is your primary use case for BMC Helix ITSM?

We majorly use the solution for user ticket management, incident management, and event management.

We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics and IT processes, primarily managed by the application support group. We employed services to monitor streams related to critical management and address issues promptly. Initially, we managed on-premises data, which was relatively straightforward. However, with the introduction of BMC Elite, we transitioned to this new platform, finding it more effective than our previous Azure-based approach.

The solution supports our supporting processes. My responsibilities include reporting on the services we offer to end-users, primarily through channels like email. I focus on coordinating arrangements for the services we provide.

We use BMC Helix ITSM for ticketing and asset and IT resource management.

We use Helix to manage incidents and requests.

We use BMC Helix ITSM as a managed ticketing solution for the telecom industry.

I am supporting the top bank in Pakistan, and they are using BMC Helix ITSM. There are multiple solutions in BMC Helix ITSM, such as asset management, configuration management, and tools that are used for monitoring purposes.

I use the solution as an end user to log calls and get updates from my resolver groups. My company is in mining and has 4,000 employees, but not all employees use the solution.

Our primary use case of this solution is as a ticketing system, it's our work order system. This is a help desk software and I deal with the server side. We are customers of BMC.

We are using BMC Helix ITSM mainly for incident and change management.

We have a different project in which we implement BMC Helix ITSM, including a built-in ERP solution that has different supply chain management, such as finance, and other projects. Each team assigns the tickets, and if any client is facing an issue in a particular model, they will create the ticket and it will go through this particular use case. If it relates to supply the chain, it goes to a particular administrator or developers. In this use case, we use approximately 500 users in BMC Helix ITSM.

I was responsible for three implementations with BMC. All of these implementations are related to ITSM, with the IT Service Management implementation, where we manage all the processes like incident management, request fulfillment, problem management, change management, and configuration management. All three projects were of the same scope, with only ITSM managing all these processes in each one.

The BMC Helix ITSM can be deployed on-premise or in the cloud. We use BMC Helix ITSM in the financial sector.

We are using BMC Helix ITSM mainly to manage the infrastructure network in terms of our CMDB. It is used for maintaining all the network elements, such as all the incidents, changes, and problems around the infrastructure network.

It's a help desk software. It is an ITSM system. We are an MSP. We use it in-house and then we use it for a bunch of our other customers.

The main use case for Helix ITSM is managing break/fix tickets and all other issues with the product. It tracks customer issues using an incident model. We have problem management for recurring issues and do a deep dive if we need some change to fix the root cause. We can also identify if a change caused the issue with a holistic analysis.

I used this solution as part of my previous role where I was a solution architect designing comprehensive solutions for customers in the APAC region, including India. The customers predominantly have challenges with respect to the ITSM area. The primary use cases could be particular incident problems and change management modules. There are of course requirements on your cellphone catalog front. Along with other BMC products, it could be discovery or it could be your monitoring solution. Every fourth or fifth client I have worked with has had the BMC solution. It's a cloud solution and deployed on-prem.

We use BMC Helix ITSM only for managing internal tickets. I only use it for checking my tickets because I'm just an end-user. I phone the service desk or I use their self-service interface to log my tickets. I have access to the interface, which I use to receive feedback on my tickets. If there's any work that I do for internal support, I use the same interface. The interface is what I use to receive information into the system and let the service desk know how far I am. There's very little that I do on that side of things. It's less than 5 percent of the work I do on BMC Helix ITSM, and 95 percent of the work I do is with CA Service Desk.

We are mostly involved in service assurance for telecommunications; service assurance and network provisioning for telecommunications. We use BMC Helix ITSM in these areas. Most of our use cases involving BMC Helix ITSM are for change management and trouble ticketing. If you look at telecommunications companies, everything revolves around incident problems and change.

This is an IT Service Management tool for incident management. I use this product as an end-user and not an administrator. This is not a product that I use extensively. We primarily use it for incident tracking and service request tracking.

We use Helix to manage services for clients in Latin America and provide a service desk.

Most of our customers use ITSM for incident, problem, and change management, and BMC gives them a complete solution.

We use BMC Helix for application discovery and dependency mapping the area of the nCode. It's one of the best programs we've used. We usually serve around 10 to 20 customers with this solution but it's fewer than 10 now.

I'm a service management specialist and I'm in partnership with BMC.

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.

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.

Overall, within our company, there are over 15,000 end-users and 400 incident management members using this solution.

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

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.

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.

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.

It is the enterprise ticketing system at KU Health Systems. We use it for incident management, asset management, knowledge management, problem management, release management, and change management. There are also several tools, such as SCCM, and other integration solutions (e.g., TLS) which ingest the data and give the executives a flash dashboard to look at. The idea is to reduce downtime and expedite recovery time.