BMC Helix ITSM: Transforming Legacy Systems into Modern IT Solutions

Empowering Autonomous Cloud Evolution: Emergys, Your Partner in BMC Helix Expertise and Accelerated Transformation.

Emergys is your partner in BMC Helix expertise and quick transformation. We help you empower autonomous cloud evolution BMC Helix ITSM.

In the ever-changing world of Information Technology, legacy systems are harder to deal with than ever. Businesses have been less flexible and competitive because of the inefficiencies, security holes, and lack of scalability in their old IT systems. Recent research by Gartner shows that businesses that keep using old systems see their IT operational costs go up by 20% and their total operational efficiency go down by 30%.

The Need for Transformation

Legacy systems are characterized by inflexible, outdated technology stacks, which can negatively impact successful IT operations. KPMG insights suggest that many organizations continue to spend as much as 80% of their IT budgets on maintaining outdated, legacy systems, which distract resources and limiting innovation and progress toward digital transformation.

Furthermore, legacy systems are also vulnerable to breaches due to a changing landscape. Another study conducted by KPMG indicated that “organizations that have not modernized their security practices are twice as likely to experience a breach as organizations who use modern, integrated solutions.” This clearly shows an imperative need for change relating to ITSM strategies.

An Overview of Workload Automation with BMC Helix

It is a comprehensive and forward-looking solution designed to address the shortcomings of legacy systems. By being a leader in ITSM tools and showing that it has impressive features and the ability to enhance service delivery, streamline processes and increase cybersecurity defenses, this ITSM is leading the charge for new IT service management tools that better equip users to tackle the issues inherent in legacy ITSM. This ITSM is based on innovation and agility, and it enables organizations to become efficient and customer-centric in delivering IT services.

IT service desks struggle with manual management due to continuous pressure to manage the volume of tickets. BMC offers a better way for Remedy users by simplifying teamwork and harnessing intelligent automation to solve issues faster and with improved accuracy. This modernizes and revolutionizes the ITSM lifecycle. It allows business and IT users to prioritize and resolve incidents effectively by leveraging AI/ML.

When topology data is gathered automatically via BMC Helix Discovery, you have valuable, detailed, and complete information in the BMC Helix CMDB about the servers, software, and infrastructure. In the end, this level of detail shortens time to recover by allowing you to accurately isolate issues and fully understand their consequential impacts on services and users

The future landscape of Service Management revolves around the three “Cs”: Cloud, Containers, and Cognitive.

• Transitioning to Everything-as-a-Service: BMC effectively tackles contemporary business challenges by delivering a range of services such as RaaS, DaaS, DWPaaS, and BWFaaS.
• Evolution from Cloud to Multi-Cloud: The evolution of IT extends beyond a single cloud to embrace a multi-cloud environment, including BMC, AWS, and Azure.
• Embracing Containers for Cloud Flexibility: Organizations are adopting containers to ensure flexibility in choosing cloud platforms, acknowledging the importance of this choice.
• Shift from Legacy ITSM to Cognitive Service Management (CSM): Legacy ITSM is undergoing a transformation towards Cognitive Service Management (CSM), signifying a more intelligent and adaptive approach.

It stands as a comprehensive Cognitive Service Management cloud solution. It offers the flexibility to run on any chosen cloud platform, accompanied by robust cognitive features like intelligent chatbots and predictive capabilities.

Key Capabilities

BMC Helix Cognitive Service Management encompasses:

1. BMC Helix Remedy:
   • Automates incident classification, assignment, and routing, ensuring centralized management for the health of multi-cloud environments.
2. BMC Helix Business Workflows:
   • Extends support to non-IT functions like HR, Facilities, and Procurement.
   • Enhances self-service capabilities, reducing manual efforts.
   • Enables cognitive, omni-channel service interactions for superior user experiences.
3. BMC Helix Digital Workplace:
   • Provides intelligent, omni-channel conversational experiences across various devices and channels.
   • Addresses technology issues proactively in a user-friendly manner, including Web, mobile, SMS, Chatbot, and Skype.
4. BMC Helix Discovery:
   • Ensures a 360-degree view for effective service management in the multi-cloud era.
   • Utilizes predictive service management tools across the enterprise for rapid and effective service delivery.
5. BMC Helix Innovation Suite:
   • Cloud-ready platform with microservices, leveraging potent AI and machine learning capabilities.
   • Facilitates customization, updates, and integration through REST APIs for organizational adaptability.

The Many Benefits of Workload Automation in BMC Helix:

Improved Service Delivery

BMC Helix IT Service Management is a game changer in the way services are delivered, enhancing both your speed and quality. It’s far from just management; it ensures efficiency in a responsive ecosystem and improves turnaround times in workflows. It enhances your overall service standards and enables excellence in response and agility to the modern digital landscape.

Efficient Incident Resolution:

• Decreased Resolution Times: Automated workflows and smart routing systems minimize the time taken to resolve incidents.
• Improved Service Desk Responsiveness: Faster identification and resolution translates into an improved level of responsiveness and promotes a fast, efficient support structure.

Enhanced User Experience:

• Intuitive Interfaces: The introduction of user-friendly interfaces and self-service options contributes to an improved overall user experience.
• Encouraged Collaboration: Encourages collaboration by bridging the gap between IT and the end-user, resulting in a more engaged and collaborative environment.

Increased Operational Efficiency:

Operational efficiency refers to the ability of organizations to optimize their internal processes and workflows, reducing manual efforts, and streamlining tasks for enhanced productivity. This heightened efficiency is achieved through various key mechanisms:

Automation for Efficiency Gains:

• Task Automation: It introduces automation to handle routine and repetitive tasks.
• Resource Allocation: By automating mundane tasks, resources are freed up for more strategic initiatives, ensuring a more efficient use of human and technological resources.

Minimized Manual Interventions:

• Error Reduction: By minimizing manual interventions, it helps reduce the likelihood of errors and bottlenecks in operational processes.
• Time Savings: Automation leads to quicker task execution, saving time, and contributing to overall operational efficiency.

AI-Driven Insights:

• Data-Driven Decision-Making: It leverages artificial intelligence (AI) to provide actionable insights into IT operations.

Integration with Modern Technologies:

• Seamlessly integrates with cutting-edge technologies, aligning with industry-leading standards to enhance organizational capabilities and responsiveness. This integration encompasses several key aspects:

Security Features:

• Robust Data Protection: Implements advanced security features to safeguard sensitive data.
• Compliance Assurance: Ensures adherence to industry standards, fortifying cybersecurity measures.

This integration with modern technologies ensures that it not only meets current industry benchmarks but also positions organizations to thrive in an ever-evolving technological landscape.