Tuesday, 1st December 2020

Automating service desk processes

With new support for RPA, BMC Helix will enable enterprises to leverage bots to automate service desk processes.

BMC Announces Partnership with Automation Anywhere to Deliver Robotic Process Automation with BMC Helix

BMC has announced a strategic partnership with Automation Anywhere, a global leader in robotic process automation (RPA), to extend the BMC Helix cognitive automation’s capabilities to include RPA across service desk processes.

“Cognitive automation is at the core of BMC Helix,” said Nayaki Nayyar, President of Digital Service Management at BMC. “Our partnership with Automation Anywhere will enable enterprises to further transform their ITSM into cognitive service management with RPA. Together, we will provide enterprises the flexibility to leverage bots across service management processes.”

The BMC Helix offering integrates with Automation Anywhere’s intelligent RPA platform, which combines sophisticated RPA, AI, and embedded analytic technologies. Automation Anywhere’s RPA technology uses bots which work side-by-side with human workers to automate repetitive and mundane tasks, liberating employees to focus on delivering higher-level business value that only humans are capable of providing.

A service desk agent can launch the BMC Helix RPA bot to help synchronise data across systems. The bot completes all actions in a few seconds, with the click of a button, resulting in service delivery speed and improved customer satisfaction.

BMC and Automation Anywhere’s mutual customers will be able to digitise business operations, drive increased productivity, improve customer experiences, and lower operating costs.

RPA is growing at an unprecedented rate because of the high levels of efficiency and productivity achieved from intelligent automation. In fact, “Gartner predicts that by the end of 2022, 85 percent of large and very large organisations will have deployed some form of RPA.” 1

“Today, organisations more than ever before are adopting AI-enabled RPA technology to manage and automate business processes faster, with near-zero error rates, while dramatically reducing operational costs,” said Peter Meechan, Chief Corporate Development Officer, Automation Anywhere. “Our partnership with BMC will help to elevate the IT service management industry, driving increased productivity and optimising corporate profitability by reducing cost through automation.”

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