Enterprise service management is going through a major shift. Conventional ITSM methodologies, founded on reactive processes and manual interventions, cannot manage the scale speed and complexity of the digital environment. BMC Helix AI-Powered Service Management addresses these challenges with one overarching, AI-driven solution that combines service management, operations, automation, and observability into ServiceOps framework. This transition will significantly change service delivery from multiple point solutions to a holistic, intelligent model.

Outmoded and ineffective processes often prevent service teams from meeting rising employee expectations and delivery targets. BMC Helix addresses these challenges with agentic AI capabilities that drive better outcomes for both users and IT teams.

BMC Helix Service Management is built for modern service environments; it tackles common IT pain points; enhancing efficiency, improving accuracy, and productivity.

BMC Helix Service Management for the AI Era

BMC Helix ITSM embeds BMC HelixGPT directly into ITSM workflows instead of layering AI as an add-on. With integrated agentic and generative AI capabilities, organizations can automate service resolution and fulfillment processes, improve operational efficiency, and support IT teams with intelligent assistance, without added complexity.

BMC’s AI-driven AIOps capabilities help reduce mean time to resolution (MTTR) by enabling faster issue detection, intelligent root cause analysis, and automated remediation, improving overall service performance and availability.

Cost-Optimized AI-Powered ITSM

Many ITSM vendors offer AI capabilities as add-ons, increasing costs through additional licensing and usage fees. Some also require organizations to store data in proprietary cloud environments, leading to higher infrastructure and operational expenses. BMC Helix Service Management delivers integrated AI capabilities with flexible deployment options, helping organizations control costs, avoid vendor lock-in, and achieve greater pricing transparency.

BMC Helix takes a different approach:

  • BMC Helix helps organizations accelerate problem resolution, improve collaboration, and increase productivity through generative and agentic AI capabilities.
  • BMC Helix offers simplified pricing and just two solution suites, eliminating complex product structures that inflate costs
  • No hidden charges for AI adoption, unlike suppliers that bundle AI capabilities into separate, expensive add-ons

More control for you: An open approach to AI

BMC Helix delivers an open, flexible AI approach that enables organizations to choose the AI models, providers, and deployment strategies that best align with their business requirements, helping avoid vendor lock-in and rigid proprietary ecosystems.

BMC Helix supports:

  • Bring-your-own-AI flexibility allows organizations to use their preferred AI models and partners
  • Integration with Microsoft Teams and other collaboration tools allows teams interact with AI agents where they already work
  • Data privacy and security that ensures customer data remains in compliance with internal governance, security, and regulatory requirements

Better Together: Unified ITSM & ITOM

BMC Helix Service Management brings together ITSM and ITOM to provide an always-on AIOps and observability layer. it goes beyond ticketing by supporting automated incident detection and resolution, providing real-time visibility into service performance, and issue prevention.

BMC Helix remains committed to a unified ServiceOps approach. By bringing service and operations together within a connected environment, BMC Helix enables IT leaders to improve efficiency, strengthen performance, and deliver better service outcomes.

Break Free from Deployment Limits

BMC Helix Service Management gives organizations flexible deployment options to meet their requirements. You can use SaaS, on-Premises, Publicly Hosted Cloud, Privately Hosted Cloud, or Data Clouds. Organizations can then select an environment that meets their strategic direction, regulatory compliance and prior investments, without being forced into a specific deployment model.

This aligns with your cloud strategy and helps avoid expensive migrations or restrictive hosting requirements. This supports greater cost savings, reduced risk and enables to implement ITSM in whatever manner you see fit with no restrictions or compromises.

By choosing BMC Helix, IT leaders can benefit from:

  • AI-powered automation with BMC HelixGPT
  • Lower TCO and transparent pricing
  • An open approach to agentic and generative AI
  • ServiceOps leadership for ITSM and ITOM alignment
  • The freedom to deploy ITSM anywhere

BMC Helix and Emergys: The Smart Choice

Innovation is achieved by using data-informed methods to improve IT service management processes and support digital transformation.

BMC Helix provides an all-inclusive, adaptable, and cost-effective way for enterprises to transform IT service management into a more modern way of doing business by leveraging artificial intelligence (AI), automation, and ServiceOps, all while providing enhanced capabilities/efficiencies within an organization.

As a valued strategic partner, Emergys can help accelerate this transformation by combining domain knowledge, proven integration practices, and the right technology.

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