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BMC Leads the Way in AI-Driven Service and Operations Management with New BMC Helix Enhancements

BMC enhances its BMC Helix Service Management solution with cutting-edge generative AI, low code/no code development, and contextual tools, setting a new standard in AI-driven service and operations management.

BMC, a global leader in software solutions for the Autonomous Digital Enterprise, has announced a significant expansion in its AI-driven service and operations management portfolio. The company has integrated generative AI into its BMC Helix Service Management solution, combining it with low code/no code development and contextual tooling. This integration aims to bolster enterprise security and elevate operational workflows, marking BMC as the first vendor to embed GPT across its entire AI-driven service and operations management portfolio.

Glen Foster, Head of Service Delivery at Northumbria Healthcare NHS Foundation Trust, attests to the transformative impact of BMC Helix solutions. “BMC Helix has enabled us to innovate and automate processes, significantly supporting our healthcare services and enhancing data security while delivering outstanding care to patients,” he says.

The BMC Helix platform has received accolades as a leader in both The Forrester Wave™ reports for Enterprise Service Management and Process-Centric AI For IT Operations. These recognitions underline the solution’s robust capabilities in handling complex IT operations and service management tasks.

Key enhancements in the BMC Helix Service Management solution include:

  • Generative AI Capabilities: BMC HelixGPT can isolate incidents and propose resolution steps, thereby minimizing business disruptions. It enhances chatbot experiences and reduces administrative overhead.
  • Unified Workflows: Integration with third-party SIEM solutions for accelerated threat response, enhancing security incident handling capabilities.
  • Industry-Specific Templates: The BMC Helix Digital Workplace Studio offers unique user interfaces across various sectors like healthcare, finance, retail, and more.
  • Low Code/No Code Development: Allowing service teams to quickly develop new applications in response to evolving customer demands.
  • Enhanced HR Service Management: Streamlining employee offboarding and alumni services with cross-departmental workflows.

Margaret Lee, Senior Vice President and General Manager of Digital Service and Operations Management at BMC, emphasizes the role of AI in improving end-user experiences and efficiency. “With these innovations, we continue to lead in enterprise service management and AIOps, helping our customers and partners enhance their business outcomes,” she states.

BMC’s commitment to driving innovation is evident in its recent introduction of observability and AIOps capabilities through BMC HelixGPT. This move aligns with the 2023 Gartner® Hype Cycle™ for ITSM predictions, which foresees the widespread incorporation of generative AI in technology services within the next year.

Rubén Ávila Calvo, CTO at Applus, looks forward to optimizing processes and enhancing customer service with BMC Helix’s generative AI capabilities. The solution’s potential in quick service outage recovery and automated remediation efforts is particularly promising.

The BMC HelixGPT solution’s large-language models process data in real-time, offering conversational engagement, incident summaries, and resolution insights. These capabilities streamline incident resolution, automate interactions, and offer a more intuitive user experience.

BMC’s pioneering approach in embedding generative AI across its Helix portfolio demonstrates its commitment to simplifying complexity and fueling intelligent productivity. This innovation is set to revolutionize how enterprises communicate and engage with technologies like chatbots and virtual agents.

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