BMC introduced the new AI-driven IT Operations (AIOps) and AI-driven Service Management (AISM) capabilities for the BMC Helix portfolio that will enable IT service and operations teams to predict issues better, resolve them faster, and provide always-on service.
These capabilities are powered by the new BMC Helix Platform, which delivers open, cross-domain engagement, observability, and actionability.
The BMC Helix portfolio seamlessly provides comprehensive, unified IT service and operations management solutions that enable organizations to:
- Work smarter thanks to AI-derived insights that help prioritize and resolve problems quickly and proactively
- Be more productive and efficient through reduced rework and automation of tedious manual processes
- Continuously deliver high-performing digital experiences and uninterrupted service through improved collaboration and visibility across IT service and operations teams
Discover and Connect Assets and Relationships: The new BMC Helix Platform helps enterprise teams, including DevOps, meet their quality, velocity, and compelling experience goals through observability and automation capabilities. It joins IT service and operations teams by providing a common user interface with rich visualization that expands visibility and context, supports cross-launching from one solution to another, and offers configurable automated workflows to free up resources and quickly take corrective actions. These workflows can be used to automate tasks, such as deploying software requested by a user or collecting additional details about an incident for enrichment. Finally, the platform supports rapidly changing environments and keeps them up to date with dynamic service models that ingest metrics, events, and topologies from BMC and third-party solutions.
Streamline Proactive Problem Management: By applying AI-natural language processing to detect clusters of recurring incidents automatically, the BMC Helix solution reduces investigation time significantly by figuring out root cause and other causal impacts and enables a seamless transfer from problem identification to investigation to closure. This capability frees up employees to focus on high-value problem areas, reduce incident management load, and prevent adverse impacts to service performance and availability.
Improve Service Quality with Event Management, Noise Reduction, and Probable Cause Analysis: The BMC Helix solution reduces the amount of time it takes to investigate and resolve groups of incidents by automatically identifying incidents related to the same situation. Users can collect, correlate, and apply intelligence to analyze events based on policies to reduce event noise and better understand the issue. Probable cause analysis can then be used to identify the root cause, allowing teams to resolve issues faster, more accurately, and with less effort.
Increase Service Performance and Availability with Service-Centric Probable Cause Analysis: BMC Helix shows the configuration items and related events that are most likely the root cause of a potential performance or service impact. Users can analyze data and identify a single or group of metrics that are behaving abnormally to trigger events and notifications accordingly.
Gain Real-Time Visibility with Service-Centric Monitoring: BMC Helix gives users the ability to use new, user-friendly visualizations, such as heatmaps and tile views, that show a business service's current state. This real-time view helps teams avoid any potential issues based on trends and increases service performance, availability, and quality.
Implement Advanced Analytics for Service Desk and Change Management Processes: Additionally, BMC Helix identifies areas and opportunities to optimize and drive efficiencies in service desk speed, quality, and resource allocations. It also helps users gain a more comprehensive understanding of change interdependencies and the best ways to implement new services.
Improve Service Assurance and Optimization: Users can dynamically align and continuously optimize infrastructure resources to meet the unique needs of applications and changes in resource demands across applications and services. The BMC Helix portfolio supports Kubernetes, microservices, containers, and pods, as well as private, public, hybrid, or multi-cloud environments.
Deliver Enhanced, Personalized Experiences: The BMC Helix solution set now comes with new personalized dashboards that visualize data about incidents, changes, service requests, chatbot conversations, metrics, events, capacity, and more across IT service and operations management. It includes a flexible, persona-based user interface and user experience that optimizes and maximizes productivity and efficiency.
"We continue to embed AI, analytics, and automation into new and existing offerings to help customers evolve their businesses with better intelligence and decision making so they can prioritize, predict, and act with confidence," said Margaret Lee, GM, Digital Service and Operations Management at BMC. "With BMC Helix, we are empowering our customers to accelerate their journey to becoming an Autonomous Digital Enterprise by continuously delivering high-performing digital experiences, personalized engagement, and uninterrupted service."
BMC Innovation Labs builds upon these BMC Helix offerings by bringing together customers, partners, and employees to accelerate the development of new capabilities and solutions. Incubated in the Innovation Labs, the BMC Helix Edge platform helps customers gain enterprise-wide visibility and actionable insights to manage their IoT/Edge infrastructure and enable next-generation digital business applications for the Autonomous Digital Enterprise.
The BMC Helix, BMC AMI, BMC Compuware, and Control-M portfolios continue to support the technology foundation for an agile, customer-centric, and insights-driven Autonomous Digital Enterprise with recent innovations that help customers:
- Achieve a data-driven business by orchestrating application and data workflows from cloud to mainframe and everything in between
- Deliver a transcendent customer experience through an open AI-driven platform that joins enterprise service and operations management teams
- Embrace enterprise DevOps practices in mainframe environments to deliver and develop code faster
- Apply automation everywhere to reduce and potentially eliminate how long it takes to diagnose a problem through probable cause analysis
- Employ adaptive cybersecurity by uniting mainframe security and IT Operations workflows to detect and respond more quickly to security threats
The Latest
Enterprises today operate in a real-time environment where uninterrupted access to trusted data has become a baseline expectation for users, applications and automated systems. Traditional DataOps models, built on manual effort and human triage, cannot keep pace with this always active demand. AI agents are emerging as the operational backbone, ensuring consistent data availability, reinforcing trustworthiness and enabling a level of scale that manual processes cannot achieve ...
For decades, trust in the digital workplace rested on familiar signals. We trusted faces on video calls, voices on the phone, and emails that appeared to come from people we knew. These cues felt human and intuitive. They anchored how decisions were made, approvals were granted, and access was authorized. AI-powered deepfakes have quietly broken that model ...
Cloud migration was supposed to be a one-way door. For most enterprises, it turns out it isn't. Cloud data repatriation is a real and growing trend. A new survey ... finds that 89% of organizations plan to expand their on-premises infrastructure footprint over the next two years — and 75% have already moved at least some workloads back from public cloud in the past 24 months. The findings point to a broad rethinking of where data belongs ...
Over the past few years, large language models (LLMs) have revolutionized the software industry. Given their ability to excel at multi-step reasoning, LLMs have helped enterprises streamline workflows and adapt to the unknown. However, employing such models comes with sky-high costs, latency issues, and limited flexibility. In the realm of IT operations, it is generally wiser to employ smaller, domain-specific models instead ...
For years, DevOps teams operated under a simple assumption: collect enough telemetry, and you can find and fix any problem. That assumption is breaking down. Modern enterprises now operate across microservices, hybrid cloud environments, APIs, Kubernetes, and highly automated delivery pipelines. Releases happen continuously, dependencies shift constantly, and failures spread faster than teams can diagnose them ...
New Relic surveyed IT and engineering leaders from the media and entertainment (M&E) sector to understand what's working — and where challenges persist with their observability practices. The findings reveal how M&E organizations are navigating rising platform complexity, audience expectations, and AI-driven change. Below are five takeaways that stand out ...
Let me start with something I've seen play out more times than I can count. A team hits a wall with the cloud. Costs creep up, then spike. Performance starts to feel inconsistent. Someone in finance asks a simple question like "why did this double?" and nobody has a clean answer ... Maybe this isn't the right place for everything. That realization feels like a breakthrough, like you've identified the problem. In reality, you've just identified the starting line ...
In MEAN TIME TO INSIGHT Episode 24, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses network observability tool sprawl ...
In cloud-native systems, scaling is often as simple as moving a slider. For on-premise databases, the stakes are different. Over-provisioning hardware is expensive. Under-provisioning leads to performance bottlenecks that are difficult to fix once the equipment is in the rack ...
When most people think about cybersecurity, they picture firewalls, encryption, and access controls — technical tools designed to protect systems and data. But beneath the technology lies a deeper set of principles about trust, decision-making, and resilience ... The best leaders don't eliminate risk. They manage it intelligently. And in many ways, cybersecurity offers a surprisingly useful playbook for doing exactly that ...