In today’s industry, service management is human driven. ITSM systems and processes are manual, inaccurate, and slow, resulting in high costs and low productivity.
Nowadays, CIOs and other executives are behind in their digital transformations. Organizations are looking for cloud, the Internet of Things (IoT), Artificial Intelligence (AI), and other transformative technologies to solve the business problems.
Enterprise companies are migrating workloads to the cloud to spend less time on upgrades and achieve the flexibility to use it as on demand. Companies expect easy and successful migration with reduced time and effort for upgrades and the ability to scale.
BMC Helix a new Service management is evolved by technologies like artificial intelligence (AI), machine learning (ML), chatbots and virtual agents, available in multi cloud, which driving dramatic changes to the service experience. Business leaders are adopting and applying these technologies to solve business challenges and get a competitive edge in the market.
The 3 “Cs” of BMC Helix
The Future of Service Management is having 3 “Cs”: Cloud, Containers, and Cognitive.
- Delivering everything-as-a-service,( RaaS_ DaaS_ DWPaaS & BWFaaS) BMC addresses the reality facing businesses today.
- IT is evolving from cloud to multi-cloud (BMC_ AWS_ Azure)
- Organizations are embracing containers to ensure they have choice of cloud.
- Legacy ITSM is shifting to Cognitive Service Management (CSM).
BMC Helix is a comprehensive Cognitive Service Management cloud offering. You can run it in any cloud you choose, with robust cognitive capabilities such as intelligent chatbots and predictive capabilities.
Key Capabilities of BMC Helix
The BMC Helix Cognitive Service Management offering includes:
- BMC Helix Remedy: Delivers the service management through auto-classification, assignment and routing of incidents. Centralized management is likewise critical to ensuring the health and optimization of multi-cloud environments.
- BMC Helix Business Workflows: Helps extend beyond IT to support the lines of business like HR, Facilities, and Procurement. Reduce the manual effort required of a resource with robust self-service capabilities. Cognitive, omni-channel service interactions generate a System of Engagement for better user experiences and outcomes
- BMC Helix Digital Workplace: Provides an intelligent, omni-channel conversational experiences across all devices and channels including Web, mobile, SMS ,Chatbot and Skype, allowing technology issues to be addressed proactively in a user-friendly manner.
- BMC Helix Discovery: BMC Helix ensures you have the 360-degree view necessary for effective service management in the multi-cloud era. Predictive service management tools across the Enterprise create a System of Action for rapid, effective service delivery.
- BMC Helix Innovation Suite: Cloud-ready microservices-based platform that leverage powerful AI and machine learning capabilities that helps organizations to customize, update and integrate through REST APIs.
Benefits of BMC Helix
Speed
Containers become the rapid delivery model of choice in multi-cloud environments, not the least of which is faster, more frequent deployments. They enable the operational efficiency necessary to meet the speed and scale of modern business.
Cost
Container enables operational flexibility and efficiency at scale, especially in terms of ongoing updates and maintenance.
Helix’s cognitive capabilities, meanwhile, can help reduce support costs. For example, intelligent chatbots or virtual agents can handle L0/L1/L2 tickets and redirect your human resources to higher-order issues, growing your overall support capabilities while reducing service costs.
Moreover, delivering everything-as-a-service will reduce your infrastructure and operations costs over time.
Accuracy & Satisfaction
Helix embeds AI, machine learning, and automation throughout the service portfolio to increase the accuracy of updates and resolutions, leading to greater overall service and improved customer satisfaction.
Emergys having 15+ years of BMC experience provide the services to perform end-to-end new implementation, automation and support as per the business requirement. Emergys have completed 600+ projects in BMC BSM technology. We have clients spread worldwide in North America, Africa, Asia Pacific, Europe and Middle East.
