Prioritise, predict and act with BMC Helix

GLOBAL NEWS Prioritise, predict and act with BMC Helix

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, 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; and  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 crosslaunching 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 ServiceCentric 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, General Manager, Digital Service and Operations Management at BMC.