IT service management solutions

Agentic AI with BMC HelixGPT

Boost your teams with generative AI agents to surface valuable insights, make recommendations, find and summarize knowledge, and automate tasks.

• Help every user get concise answers, access services, and fulfill requests with BMC HelixGPT Employee Navigator, an agentic AI assistant.

• Empower support teams to curate better operational data and knowledge articles, and service and operations management users to generate powerful reports and analysis.

• Enhance troubleshooting and drive faster resolutions with AI agents to identify vulnerabilities, evaluate change risks, analyze situations, and suggest optimal resolution steps.

• Ensure accurate ticket assignments every time, document incident resolutions automatically, and give service professionals ongoing assistance through the lifecycle of each activity for faster, better outcomes.

• Ensure fast, correct reassignments and give service professionals ongoing assistance through the lifecycle of each incident and activity to ensure faster, better outcomes with service collaborator agents.

Real-time incident correlation

Get early warning of emerging major incidents.

• Use AI-driven clustering of current incidents to provide insights into current trends and emerging major incidents.

• Automatically associate new incidents to the parent incident, eliminating toil for support experts so they can focus on resolutions rather than housekeeping.

Proactive problem management

Find the underlying causal trends in all your incident data.

Use AI-driven clustering on broad sets of recent incidents to highlight common trends that could indicate specific underlying problems.

• Use AI-driven clustering on broad sets of recent incidents to highlight common trends that could indicate specific underlying problems.

• Enable problem management teams to be data-driven and focused on coordinating responses to the most important underlying issues.

• Group and summarize different remediations and workarounds applied by support teams to the underlying incidents, increasing insight into potential resolutions for a problem.

• Automatically identify and attach child incidents to the parent problem, significantly reducing manual toil.

Configuration management database (CMDB)

Support ITSM experts with a single source of reference for IT infrastructure and services.

• Integrate seamlessly with BMC Helix Discovery and other infrastructure discovery tools, ensuring accurate, comprehensive data on IT infrastructure.

• Reconcile and normalize data from multiple data sources for a single, comprehensive view of configuration items and infrastructure.

Asset management

Integrate the management of IT assets into service management practices.

• Ensure accurate and complete management of the IT asset lifecycle, with asset interactions fully integrated into BMC Helix Discovery and ITSM workflows.

• Manage contracts related to IT assets, including warranty, support and maintenance agreements.

• Efficiently receive new IT assets and quickly identify existing ones, using barcode scanning for fast, accurate data retrieval and processing.

Change and release management

Enable organizations to enhance overall quality of service (QoS) while ensuring governance and compliance through intelligent management of all types of IT changes.

• Automatically detect and explain risks with agentic AI assistance to reduce change failures and boost uptime.

• Plan and schedule changes using an interactive drag-and-drop calendar, highlighting potential conflicts with other changes to related services and configuration items.

• Integrate with the software development lifecycle (SDLC) for smooth integration with innovation pipelines and DevOps teams.

Elevated employee experience

BMC Helix Digital Workplace provides faster resolutions for supported end users with agentic conversational self-service and intuitive portals, reducing support workloads and improving customer satisfaction.

• Deliver intelligent self-service to help employees quickly solve problems independently instead of submitting an incident or request.

• Enable users to converse with an intelligent agentic service bot that understands their specific needs and manages their requests from start to finish.

• Deliver services from multiple lines of business through a single portal.

• Give users a familiar, consumer-like experience for maximum engagement.

• Unleash process owners to quickly design and deploy adaptable, automated services for user request fulfilment, without requiring coding skills or advanced technical knowledge.

• Provide anytime, anywhere omni-channel user interfaces.

Dashboards and analytics

Improve decisions and unlock insights with AI-assisted visualization and data analysis.

• Create interactive visualizations of consolidated data from BMC Helix and other IT systems.

• Harness the industry-standard Grafana interface to build shareable dashboards and reports.

• Use the BMC HelixGPT Insight Finder agent to explore data and create content using natural language interaction.

• Get started immediately with a large number of out-of-box dashboards aligned to service management, IT operations, DevOps, and more.