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BMC Helix Service and Operations Management Adds Generative AI

BMC unveiled generative AI enhancements to the BMC Helix Service and Operations Management platform.

This provides an intelligent assistant for service desk personnel and IT operators that enables them to solve complex system issues with greater speed and efficiency.

The BMC HelixGPT solution uses integrated large language models (LLMs) to harmonize traditionally siloed data sources, deriving actionable insights for anomalies and autonomous resolution of mundane issues. This groundbreaking technology is being deployed in four key areas, to support digital and IT operational efficiency:Manage and operate secondary storage seamlessly.

- Plain-language summaries – BMC Helix Operations Management generates plain-language summaries, making it quicker and simpler for IT operators to understand an issue rather than decoding a string of output error codes, saving time and effort.

- Proactive problem solving – BMC Service Management generates one or multiple resolution summaries to speed root cause analysis of future problems.

- Faster problem identification and resolution – BMC Service Management automatically correlates hundreds of incidents helping service delivery teams find and resolve issues faster.

- Smarter virtual agents – Incubated in the BMC Innovation Labs, the BMC Service Management virtual agent analytics run clustering analysis on chat archives to find new or improved utterances to help virtual agents better answer and execute workflows associated with requests like ordering guest wifi or seeking guidance on clearing cache.

By using Service Model Blueprints to map common business services, the BMC Helix Operations Management solution accelerates analysis and MTTR (mean time to resolve) through historic analysis of a user’s specific environment. Recurring situations are fingerprinted for easier future identification, reducing staff time and effort. And, using AI/ML, the solution’s enhanced service insights watch over applications to spot signs of trouble and take appropriate action.

Margaret Lee, SVP and GM of Digital Service and Operations Management at BMC said: “By integrating generative AI technology into our BMC Helix platform, we’re helping our customers achieve digital operational efficiency like never before – and we’re just getting started.”

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BMC Helix Service and Operations Management Adds Generative AI

BMC unveiled generative AI enhancements to the BMC Helix Service and Operations Management platform.

This provides an intelligent assistant for service desk personnel and IT operators that enables them to solve complex system issues with greater speed and efficiency.

The BMC HelixGPT solution uses integrated large language models (LLMs) to harmonize traditionally siloed data sources, deriving actionable insights for anomalies and autonomous resolution of mundane issues. This groundbreaking technology is being deployed in four key areas, to support digital and IT operational efficiency:Manage and operate secondary storage seamlessly.

- Plain-language summaries – BMC Helix Operations Management generates plain-language summaries, making it quicker and simpler for IT operators to understand an issue rather than decoding a string of output error codes, saving time and effort.

- Proactive problem solving – BMC Service Management generates one or multiple resolution summaries to speed root cause analysis of future problems.

- Faster problem identification and resolution – BMC Service Management automatically correlates hundreds of incidents helping service delivery teams find and resolve issues faster.

- Smarter virtual agents – Incubated in the BMC Innovation Labs, the BMC Service Management virtual agent analytics run clustering analysis on chat archives to find new or improved utterances to help virtual agents better answer and execute workflows associated with requests like ordering guest wifi or seeking guidance on clearing cache.

By using Service Model Blueprints to map common business services, the BMC Helix Operations Management solution accelerates analysis and MTTR (mean time to resolve) through historic analysis of a user’s specific environment. Recurring situations are fingerprinted for easier future identification, reducing staff time and effort. And, using AI/ML, the solution’s enhanced service insights watch over applications to spot signs of trouble and take appropriate action.

Margaret Lee, SVP and GM of Digital Service and Operations Management at BMC said: “By integrating generative AI technology into our BMC Helix platform, we’re helping our customers achieve digital operational efficiency like never before – and we’re just getting started.”

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AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...