Buchanan Technologies Transforms ServiceOps with AI

Company Overview

Buchanan Technologies is a global IT services leader with 850+ employees across the US, Canada, Europe, and India, transforming complex technology environments into secure, efficient, and scalable operations. The company delivers a full ecosystem of modern IT services designed to turn everyday technology into a strategic advantage. Strengthened by key acquisitions that expanded their cloud, automation, and enterprise application capabilities, Buchanan now helps more than 300 clients across highly regulated sectors including healthcare, finance, manufacturing, energy, and the public sector modernize, secure, and scale with confidence.

The Challenge

Buchanan Technologies needed to evolve and unify its service delivery operations as its growing and increasingly complex managed services business. The organization was operating multiple ITSM platforms across a growing portfolio of services. This created challenges around operational consistency, scalability, process standardization, and visibility.

The company also faced increasing demand for faster service delivery, improved end-user experiences, and more proactive operational support. As the environment continued to grow, Buchanan recognized the need for more intelligent ways to surface insights, automate repetitive work, and simplify access to operational information.

At the same time, clients increasingly expected AI-enabled service experiences that could deliver fast, intelligent support directly within the tools and workflows they already used. Buchanan wanted to improve service outcomes by reducing resolution times, enhancing knowledge accessibility, and enabling teams to focus on higher-value work instead of repetitive operational tasks.

Operationally, many questions around trends, performance, and operational insights still required involvement from analysts or leadership teams. Buchanan sought a more proactive and scalable ServiceOps model that could reduce manual effort, improve collaboration, and make information more accessible across teams.

The Solution

To support its transformation goals and managed service provider (MSP) operations, Buchanan consolidated multiple ITSM platforms into a BMC Helix environment that included BMC Helix Business Workflows, BMC Helix ITSM, BMC Helix Digital Workplace, BMC Helix Portfolio Management, BMC Helix iPaaS, and the introduction of BMC Helix agentic AI capabilities.

The unified environment allowed Buchanan to standardize processes, improve operational visibility, and create a more scalable and consistent service experience across its client base. The organization currently delivers IT, HR, business support, customer support, field services, and depot and asset management services through the platform.

As part of its AI journey, Buchanan began implementing BMC Helix AI agents in a phased and controlled approach. Initial efforts included controlled availability of select agents, including BMC Helix Insight Finder for key stakeholders and internal leaders, followed by BMC Helix Employee Navigator and its chat features within certain environments. The organization also plans to introduce BMC Helix Service Collaborator and BMC Helix Knowledge Curator as part of its ongoing AI roadmap.

Buchanan is also leveraging AIOps capabilities within BMC Helix Insight Finder for proactive problem identification and incident correlation. These capabilities support the company’s shift toward a more proactive service delivery model by helping teams identify patterns and potential issues earlier in the lifecycle.

The implementation focused heavily on knowledge management, intelligent automation, and improving how users and stakeholders access operational information within their existing workflows.

The Results

While Buchanan is still early in its Helix agentic AI journey, the organization is already seeing meaningful operational improvements across its service environment.

The company has improved access to relevant information for both agents and stakeholders, helping teams spend less time searching for answers and more time acting on information. AI-driven capabilities have also reduced reliance on manual analysis and escalation for common inquiries while improving response consistency through knowledge-driven automation.

Operational collaboration has improved since teams can now access and interpret information more easily without relying on intermediaries. Questions around trends, performance, and operational insights can increasingly be answered directly within the platform in real time.

Buchanan expects long-term scalability benefits as automation capabilities expand across shared service teams. By reducing time spent on repetitive and everyday tasks, the organization can focus more resources on delivering higher-value services to clients.

BMC Helix has also become a differentiator within Buchanan’s managed services business. Many of the company’s recurring services customers already use BMC Helix as their ITSM platform, creating greater alignment, consistency, and value across engagements.

Looking ahead, Buchanan plans to continue expanding AI capabilities over the next two years, including the introduction of more AI agents. The organization views AI as foundational to the future of service delivery, enabling faster, more personalized, and more intelligent support experiences while helping manage operational costs and reduce downtime for clients.