Insights

AI Governance for IT Operations and Agentic AI

See how to govern AI and agentic automations in IT operations, balancing innovation with risk management, compliance, and operational control.

AI and LLM Observability for Enterprise IT

Discover how to monitor AI and LLM-powered services, tracking performance, reliability, and risk, to keep generative and agentic workloads under control.

AIOps and IT Operations Management: From Monitoring to Autonomous ServiceOps

Learn how AIOps elevates IT operations from reactive monitoring to proactive, autonomous ServiceOps. Explore key use cases, benefits, and capabilities, and see where BMC Helix fits in.

Anomaly Detection: What You Need To Know

Learn how anomaly detection can help identify problems and deliver insights to improve business outcomes.

BMC Helix AIOps

AIOps helps you analyze data, identify patterns, predict problems, and resolve issues faster, making your entire business more resilient.

BMC Helix Remedy

BMC Helix Remedy is an enterprise service management platform built natively for mobile with an intuitive, people-centric user experience that makes your whole organization more productive.

BMC Helix Remedyforce – Get It Now

BladeLogic Server and Network Automation

BladeLogic Server Automation and BladeLogic Network Automation are now part of the TrueSight portfolio

Brands

Explore the brands included in the BMC Helix portfolio, representing technologies that support modern IT and service operations.

CMDB Health for ITSM: Data Quality, Ownership, and Trust

Improve CMDB accuracy and reliability with practical governance, reconciliation, and quality controls, so incident, change, and service mapping decisions are based on reality.

Change Risk Management: Impact Analysis and Blast Radius for ITSM

Reduce change failure rate with better impact analysis, risk scoring, and blast-radius planning, using service context to make faster, safer change decisions.

ComAround Knowledge

ComAround Knowledge is integrated into BMC Helix Knowledge Management, the award-winning, industry-leading knowledge management solution

Data Quality for AIOps: Normalizing Logs, Metrics, and Topology Data

Learn how to clean, normalize, and enrich logs, metrics, and topology data so your AIOps initiatives deliver accurate insights.

From Complexity to Control with Agentic AI

New Omdia research shows how enterprises are moving beyond copilots to more autonomous, outcome-driven AI.

Full-Stack Observability

Develop a holistic, real-time view of your complete IT stack. Gain the visibility you need to dramatically improve IT security, operations, and incident management.

Help Desk vs. Service Desk: What’s the Difference?

Learn the difference between a help desk and a service desk, how each supports users, and when organizations need a broader ITSM approach.

ITSM Automation and AI in Service Desk

Learn where automation and AI improve service desk performance with triage, routing, deflection, summaries, and next-best actions and what prerequisites you need for safe, reliable outcomes.

ITSM Implementation Roadmap

ITSM implementation roadmaps include process design, governance, data readiness, service catalog rollout, automation, and more.

Incident vs. Problem Management: How to Reduce Repeat Issues

Understand the difference between incident and problem management, how they work together, and how modern ITSM teams use investigation and post-incident learning to prevent repeat disruption.

Incident vs. Service Request vs. Case Management: How to Classify ITSM Work

Learn how incidents, service requests, and cases differ, and how the right work type improves routing, reporting, automation, and service outcomes.

Intelligent IT For Financial Services

Intelligent Service and Operations Management for the future of finance

Knowledge Graphs for IT Operations: Building a Service Graph for AIOps

Connect infrastructure, application, and service data into a unified service graph. See how knowledge graphs power AIOps, faster RCA, and smarter ServiceOps.

Knowledge Management and KCS for Service Desk Teams

Learn how knowledge management and KCS help service desk teams resolve issues faster, improve self-service, reduce ticket volume, and keep answers accurate over time.

MTTR (Mean Time to Repair)

Mean time to repair measures how well your systems and services are running and how well your IT teams are responding and repairing them.

Major Incident Management: Swarming, Communications, and Postmortems

Build a major incident playbook that works: clear roles, faster triage, strong communications, and better post-incident reviews, while closing the loop with IT operations signals.

Marimba

Find client configuration capabilities in the BMC Helix portfolio.

Numara Software

Find IT service management capabilities in the BMC portfolio

SLA Management in ITSM

Avoiding ITSM SLA breaches requires a balanced SLA management plan that includes talented people, well-thought-out processes, and technology that does much of the heavy lifting

Service Desk Express

BMC delivers modern, intelligent ITSM solutions that are fast, accurate, and cost effective, whether you want to operate in the cloud, in a hybrid model, or in your own data center.

Service Desk KPIs and Metrics That Matter

Learn which service desk KPIs matter, how to interpret them, and how to connect metrics like MTTR, SLA compliance, and CSAT to better ITSM outcomes.

Service Desk Queue Management and Ticket Tracking

As ticket volume grows, small breakdowns in categorization, prioritization, assignment, and escalation create larger operational challenges. Tickets sit in the wrong queues, ownership becomes unclear, handoffs increase, and backlog accumulates faster than teams can resolve it. Queue management is ultimately about controlling the flow of work. The goal is to ensure the right work reaches the right team at the right time while maintaining accountability, visibility, and service levels.

Service Modeling vs Dependency Mapping in AIOps and IT Operations

Understand the difference between service modeling and dependency mapping in IT operations.

ServiceOps

ServiceOps uses AI to integrate services and operations management, so teams can collaborate better, solve issues proactively and deliver amazing experiences, faster.

The Digital Operational Resilience Act (DORA) Explained

DORA is a regulation that enhances the operational resilience of information and communication technology (ICT) and third-party providers in the EU financial sector.

Trial environment is temporarily down for maintenance

TrueSight

Discover which TrueSight products have been discontinued, renamed, integrated into new offerings or still being sold.

What Is AIOps? AIOps Meaning Defined

Learn how AIOps streamlines ITOps and service delivery using artificial intelligence.

What Is Observability? Definition, Benefits & More

Observability is a practice that delivers a holistic view of your entire IT estate to improve operations, security, and AI adoption.

What is intelligent automation? A definition

Intelligent automation combines cognitive technologies like artificial intelligence (AI) with robotic process automation (RPA) to automate complex, data-driven tasks.

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