BMC has 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.
“A digital enterprise requires some way to orchestrate the ecosystem of observations, people, data, actions, and assets which deliver value to both customers and employees,” said Shannon Kalvar, Research Manager at IDC. “IT Service Management tools, which have traditionally done that coordination on a small scale, have grown and evolved in the last few years to meet the need more broadly, allowing for both semi-autonomous IT operations and more integrated enterprise service management.”
Service and operational excellence for the Autonomous Digital Enterprise
With industry-leading capabilities, theBMC Helix portfolio seamlessly provides comprehensive, unified IT service and operations management solutions that enable organisations to:
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 visualisation 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.
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 analyse 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
BMC Helix uses AIOps to provide service-centric probable cause analysis to determine root cause and reduce mean time to repair
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 analyse 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 visualisations, 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 optimise 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 optimisation
Users can dynamically align and continuously optimise 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, personalised experiences
The BMC Helix solution set now comes with new personalised dashboards that visualise 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 optimises and maximises 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 prioritise, predict, and act with confidence,” said Margaret Lee, general manager, 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, personalised engagement, and uninterrupted service.”
Innovations for the Autonomous Digital Enterprise
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: