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OVERVIEW
90%
successful root cause identification
60%
faster incident resolution
75%
increase in operational efficiency
AI agents
Empower human experts with AI agents that automate tasks, surface insights, and provide recommendations
Integrated, intelligent knowledge management
Gather, consolidate, and share organizational knowledge with AI assistance, to deliver better support outcomes and faster service team enablement.
Conversational customer assistance
Support end users with intelligent and adaptive AI assistants, improving customer satisfaction and reducing load on support teams.
AI-driven incident clustering
Identify major incidents and problems early with AI insights, ensuring a faster and more effective response to serious issues.
Better collaboration, ChatOps, and swarming with AI
Improve resolution times by enabling improved cross-team collaboration using collaboration platforms, assisted by agentic AI.
Intelligent change risk analysis
Enhance organizational innovation and reduce change-related failures, with smart AI-driven risk analysis.
Integrated discovery and AIOps
Provide support teams with intuitive insights into complex service infrastructures and configurations.
Unified service and operations management
Collaborate with operations management to identify probable causes of issues, speeding accurate responses and resolutions.
Knowledge capture and learning
Automatically capture knowledge from investigations and resolutions, to grow organizational knowledge and improve support outcomes.
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Use Cases
In the modern workplace, customers need to be able to access technology support wherever they are and whatever they are doing. BMC Helix ITSM enables you to create world-class, omni-channel service experiences for your users, integrating self-service and empowering service agents to deliver the best possible human-led support.
Learn more about BMC Helix Digital Workplace
Use Cases
AI agents multiply your support teams’ productivity by identifying and mitigating risks, surfacing insights, drafting resolution content, improving ChatOps sessions, and more.
Customer Success
Péricles Nascimento
Systems Coordinator, DTISS
Analyst Report
White Paper
Boost AI-driven efficiency while keeping sensitive data under your control with HelixGPT’s open, bring-your-own-LLM approach and built-in security, residency, and compliance guardrails.
Datasheet
Harness generative Al for contextual conversations and actionable insights across service and operations management.
Article/Blog
Learn how strong ITSM and ITOM create the context AI agents need, with service modeling and discovery as the backbone.
Datasheet
Replace manual effort with intelligent automation to reduce costs, speed resolution, and free up IT to focus on innovation.
White Paper
See how agentic AI operates as a system across ServiceOps, from orchestration to execution.
Analyst Research
Get Omdia insights on agentic AI adoption, operational impact, and what it takes to scale.
White Paper
A practical playbook for IT leaders to harness agentic AI and change the IT cost structure.
Article/Blog
Learn how AgentOps helps enterprises manage, measure, and scale AI agents as a trusted digital workforce.
White Paper
Learn how ServiceOps and AgentOps help IT shift from reactive firefighting to governed digital capacity.
