Financial regulations exist to ensure stability and trust in global banking systems. They protect customers, preserve systemic integrity, and help mitigate the risk of financial crises. However, even in a heavily regulated industry, banks and financial institutions (BFSIs) worldwide routinely fail audits, often paying steep penalties amounting to billions of dollars.

While many penalties have historically addressed financial misconduct, regulatory bodies are increasingly targeting failures in operational resilience—penalizing lapses in the critical systems and services that underpin modern banking operations.

Two regulatory frameworks, the Digital Operational Resilience Act (DORA) in the European Union (EU) and the Federal Financial Institutions Examination Council (FFIEC) guidelines in the United States, underscore the increasing emphasis on IT operational resilience. These regulations mandate strong risk management and incident response frameworks to safeguard financial operations against escalating technological threats. Meeting these requirements necessitates a shift in how CIOs, CTOs, and IT leaders manage their IT ecosystems, making comprehensive IT management platforms like BMC Helix essential.

Why operational resilience matters

Although DORA and FFIEC share a focus on operational resilience, their approaches differ. DORA mandates explicit compliance measures, including resilience testing, incident reporting, and third-party risk management, with non-compliance resulting in severe penalties. Meanwhile, FFIEC offers broader, non-binding guidelines, enforced selectively by regulatory bodies like the Federal Reserve and the Federal Deposit Insurance Corporation (FDIC).

Despite their differences, both emphasize the interconnected nature of increasingly complex and evolving financial systems. Failures in one institution can cascade globally, underscoring the importance of strong information and communication technology (ICT) risk management. Compliance involves addressing issues such as cybersecurity threats, service disruptions, and third-party dependencies, which makes an advanced IT management platform like BMC Helix indispensable.

BMC Helix: A holistic solution for DORA and FFIEC compliance

BMC Helix is an artificial intelligence (AI)-powered platform that enables compliance with DORA, FFIEC, and similar frameworks. The platform automates IT operations (ITOps), integrates service and operations management, and provides real-time visibility into critical systems. By aligning IT processes with regulatory expectations, BMC Helix empowers financial IT leaders to meet the stringent demands of operational resilience.

Key features include:

• Comprehensive service mapping: IT leaders must first understand their service and application dependencies, including new dependencies from mergers and acquisitions, to prevent disruptions. BMC Helix automates the mapping of technology components to business services, creating real-time, dynamic service maps. These maps show interactions and dependencies across on-premises systems, cloud environments, mainframes, and third-party services, giving organizations a clear picture of their operational landscape.
• Risk management through real-time monitoring and modeling: Regulatory frameworks emphasize proactive risk management, requiring constant monitoring and vulnerability assessments. BMC Helix provides real-time alerts for emerging threats and uses predictive analytics to recommend corrective actions. Automated remediation processes restore services quickly while minimizing operational risks.
• Incident and recovery management: Both DORA and FFIEC highlight the importance of swift incident response and recovery. BMC Helix enables organizations to quickly detect, respond to, and report incidents efficiently. AI-driven insights help predict and mitigate risks, while automated recovery workflows minimize service disruptions and deliver faster recoveries. Additionally, the platform generates comprehensive reports to meet audit requirements.
• Governance and compliance reporting: Meeting governance standards is vital for avoiding fines and reputational damage. BMC Helix automates key governance processes, including reporting and change management, to ensure institutions are ready in the event of an audit. And dashboards tailored to DORA and FFIEC compliance provide actionable insights into vulnerabilities so organizations can proactively address gaps.
• Mainframe integration for enterprise visibility: Many financial institutions rely on mainframes for critical operations. BMC Helix integrates with BMC’s mainframe resiliency suite, providing unified monitoring and security across all systems. This cross-platform integration is critical for compliance, ensuring operational visibility and continuity.

The future of operational resilience

DORA and FFIEC represent a broader trend in regulatory frameworks, where operational resilience is intertwined with financial stability and is no longer optional. It’s mandatory to ensure trust is maintained and to avoid significant penalties.

With its AI-driven insights, automated workflows, and comprehensive service and operations management, BMC Helix is at the forefront of this transformation. The integrated solution empowers financial organizations to meet regulatory requirements, reduce risks, and enhance operational efficiency, positioning them for success in a time when resilience is paramount.

Contact BMC Helix to learn more about how we can help you meet the IT resiliency requirements of DORA, FFIEC, and other financial regulations.

Manual and inefficient processes can leave service management teams struggling to meet employee expectations and service delivery goals. BMC Helix Service Management targets these challenges with innovations that deliver the agentic artificial intelligence (AI) promise of better outcomes for employees and service management teams. Proven to meet the demands of modern service management organizations, BMC Helix Service Management address common pain points faced by IT teams, driving greater efficiency, accuracy, and productivity.

Unfortunately, some competitors attempt to misrepresent BMC Helix Service Management, leaving IT leaders with an incomplete or misleading impression. I’d like to highlight why BMC Helix continues to lead in AI-driven IT service management (ITSM), offering better value, flexibility, and innovation.

Your modern, AI-powered ITSM solution

Many vendors today are touting AI as the next step in ITSM, but not all AI is created equal. BMC Helix ITSM stands apart because it doesn’t just add AI as an afterthought—it embeds BMC HelixGPT, our agentic and generative AI engine, directly into ITSM workflows. This means organizations can deploy AI agents that actively assist IT teams, automate resolution and fulfillment processes, and improve efficiency across IT without adding unnecessary costs or complexity.

Unlike other solutions that require expensive add-ons or force customers into proprietary AI approaches, BMC Helix includes open AI capabilities as a core part of the platform, ensuring a lower total cost of ownership (TCO) while delivering enterprise-grade AI without restrictions.

Your fully integrated, scalable ITSM platform

At the heart of BMC Helix Service Management is the BMC Helix platform, a microservices-based, scalable solution that supports enterprises of every size. While some competitors rely on closed, inflexible architectures that limit integrations, BMC Helix takes an open approach, offering:

• A single integrated platform that unifies event, ticket, metric, tracing, and topology data
• Causal, generative, and predictive AI to provide real-time insights into IT services
• Support for on-premises, cloud, and hybrid environments, unlike other suppliers that force customers into proprietary cloud solutions

The result? IT teams gain deep visibility into their IT services, improving reliability, productivity, and operational efficiency.

No cost of ownership surprises: Transparent pricing

Several ITSM suppliers charge premium fees for AI features, which often increase the total costs significantly. Others force customer data into their proprietary clouds, adding unexpected expenses.

BMC Helix takes a different approach:

• BMC HelixGPT is included at no additional cost for standard usage within BMC Helix Service Management suites
• We offer simplified pricing and just two solution suites, eliminating complex product structures that inflate costs
• There are no hidden charges for AI adoption, unlike suppliers that bundle AI capabilities into separate, expensive add-ons

Our transparent pricing approach makes it easier for IT leaders to budget their transformation initiatives without discovering unexpected costs.

More control for you: An open approach to AI

BMC Helix believes AI should be flexible, enhancing ITSM on your terms, instead of locking you into proprietary environments that reduce choice and potentially increase costs. Unlike suppliers that require exclusive use of their own AI models, BMC Helix provides:

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

Better together: ITSM and ITOM management

BMC Helix Service Management doesn’t just manage tickets. It aligns ITSM with an always-on AIOps and observability solution and market-leading ServiceOps approach that delivers:

• Automated incident detection and resolution, reducing manual workloads
• Real-time insights into service performance, preventing outages before they occur
• True service and operations integration, unlike other suppliers who struggle to unify these practices

While some vendors have shifted focus away from AIOps and observability, resulting in weaker service management offerings that lack operational intelligence. BMC Helix remains fully committed to ServiceOps, ensuring IT leaders can further improve efficiency and service quality.

You decide: Freedom to deploy anywhere

Unlike some providers that force customers into a single cloud or data center, BMC Helix Service Management offers true deployment flexibility:

• SaaS, on-premises, public cloud, private cloud, or data cloud—you choose the best fit for your needs
• Better integration with cloud commitments, ensuring better cost efficiency
• No forced migrations or strict hosting requirements in a supplier’s data center

Other vendors often limit deployment options, increasing dependency on their cloud environments and risk from inflated long-term costs. BMC Helix Service Management provides customers the freedom to run ITSM their way.

BMC Helix: The smart choice for enterprise ITSM

BMC Helix offers a powerful, flexible, and cost-effective solution for enterprises looking to modernize their IT service management. 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

Discover how BMC Helix Service Management can transform your IT operations with our free guided demo. Learn more about BMC HelixGPT agentic AI here, and contact BMC Helix  to discuss how BMC Helix can help improve your service delivery experiences and outcomes.

Delivering fast and efficient support is paramount for telecommunications providers. One global telecom provider recognized that its traditional approach to delivering service and support to its employees was becoming a bottleneck. With a large workforce generating a high volume of IT, HR, and finance-related support requests and inquiries, the company faced increasing operational pressure and strain. 

To improve response times and reduce manual support efforts, the company adopted BMC HelixGPT, an agentic artificial intelligence (AI) platform that multiplies productivity and helps improve service team efficiency and the employee experience. The results have been dramatic: employees are resolving issues faster on their own, support teams are focusing on higher-value tasks, and the company has significantly reduced costs by shifting to effective self-service support channels. 

Overcoming the challenges of high-volume support requests

Before implementing BMC HelixGPT, the company relied heavily on phone-based support, leading to long wait times and inefficient workflows. With tens of thousands of employees and consultants requiring assistance, service teams were handling an overwhelming number of repetitive and routine inquiries, leaving little time for resolving more complex issues. 

The telecom provider needed a new approach that would allow employees to resolve common and routine issues on their own while maintaining access to live support when necessary. Their objective was not only to improve operational efficiency but also to create a more responsive, employee-friendly support system better aligned with the organization’s long-term strategy for more automated, hands-free support. 

Shifting to AI-powered support 

To address these challenges, the company deployed the BMC Helix agentic AI solution that integrates self-service tools, intelligent chat capabilities, and knowledge management. Boosting its BMC Helix Service Management solution with BMC HelixGPT Employee Navigator delivered several key benefits: 

• Improved self-service capabilities: Employees gained access to AI-generated knowledge summaries and articles, allowing them to find concise answers quickly without waiting for a support agent. 

• Intelligent chatbot interactions: Generative AI-driven chat services now answer more than half of user inquiries for IT and other departments in more human-like, natural language engagements. 

• Elimination of phone-based support: The company transitioned entirely to digital support channels, improving efficiency and reducing operational costs. 

Delivering real-world impact

Since adopting BMC HelixGPT Employee Navigator, the company has achieved significant results that have helped its support operations, including: 

More effective support interactions 

• AI-driven support has achieved over a 60% success rate, with the majority of employee inquiries resolved without human intervention. 

• When live support is needed, chatbots transfer employees to the appropriate service agents with relevant context, eliminating employees repeating information or being delayed from agent mis-assignments. 

Higher employee satisfaction and productivity

• Faster resolutions mean employees spend less time waiting for support fulfillment and more time focusing on their work. 

• Support teams are no longer overwhelmed by routine questions, allowing them to refocus on solving complex, high-priority issues. 

• Higher staff productivity from reduced operational overhead is driving more transformation initiatives and business innovation. 

Significant time and cost savings

• Employees can now resolve issues independently, reducing the burden on IT, HR, and Finance support teams. 

• AI-generated knowledge summaries and articles alone have been estimated to save hundreds of support staff hours in the initial year by making information more concise, accessible, and usable. 

• Overall, the company estimates over 10,000 hours will be saved annually from current use cases that improved efficiency across multiple departments. 

Expanding AI across the enterprise 

With the success of agentic AI and BMC HelixGPT in its IT, HR, and Finance service operations, the telecom provider is now exploring additional opportunities to expand AI-driven support. Future plans include: 

• Rolling out AI-powered support across more business units, extending benefits to a wider range of employees. 

• Testing new AI-driven use cases that integrate with additional enterprise workflows to further reduce manual efforts. 

• Exploring  BMC Helix AIOps and observability solutions to proactively monitor and prevent service disruptions before they affect users, increasing critical system uptime while reducing costs and risks. 

Delivering better outcomes with AI

By embracing AI-powered service management, this telecom provider has redefined how enterprise support should work. Employees now experience faster and more efficient and effective resolutions, while the organization benefits from reduced costs and optimized resource allocation. 

As agentic AI-powered automation continues to improve, BMC HelixGPT will remain a key solution component of the company’s long-term strategy, helping the company adapt, scale, and deliver better support outcomes across all areas of the business. 

Ready to transform your service delivery experience?  Explore the BMC Helix agentic AI solution today or contact us to see how AI can elevate your experiences. 

Manual and inefficient process can leave service management teams struggling to meet employee expectations and service delivery goals. The BMC Helix 25.1 Service Management release targets these challenges with new BMC HelixGPT innovations that continue delivering on the agentic artificial intelligence (AI) promise of better outcomes for employees and service management teams. Designed to meet the demands of modern service management organizations, this release introduces key enhancements that address common pain points faced by IT teams, driving greater efficiency, accuracy, and productivity.

BMC HelixGPT Employee Navigator: Enhancing employee experiences

Navigating enterprise systems can be time-consuming and frustrating for employees, often leading to inefficiencies and poor adoption of self-service tools. BMC HelixGPT Employee Navigator takes a big step toward delivering better, more natural, and human-like self-service support experiences by “seeing and hearing.” It acts on error message screenshots and voice inputs, making it easier and faster for BMC HelixGPT to provide the right information needed to speed resolutions and fulfillment.

BMC HelixGPT Employee Navigator also adds enhancements for BMC Helix Digital Workplace (DWP) environments by offering a more intuitive and engaging experience within DWP environments like a portal or catalog. These new features promise to save employees time by enabling them to have conversations with BMC HelixGPT Employee Navigator to quickly access relevant resources and services, improving self-service engagements. Organizations also benefit from empowering their workforce by reducing their dependency on manual IT support.

Figure 1. AI-powered conversations improve employee experiences.

BMC HelixGPT Service Collaborator: Empowering agents with intelligent assistance

For the IT service desk, repetitive and manual tasks like ticket routing often result in errors and delays, especially for new service desk agents. BMC HelixGPT Service Collaborator transforms this process with intelligent, automated ticket routing, ensuring tickets are automatically assigned based on relevant attributes, without requiring administrators to configure mappings and rules. This automated functionality significantly reduces misrouting and associated delays. Additionally, the integration of SharePoint as a trusted data source expands the availability of knowledge resources from which BMC HelixGPT can create consolidated, referenced answers, enabling service desk agents to resolve issues faster and with greater confidence. These advancements reduce resolution times and improve service desk accuracy and the development of agents’ skills and knowledge, enhancing the overall service delivery experience.

Figure 2. Automatic ticket routing reduces misrouting and resolution delays.

BMC HelixGPT Knowledge Curator: Ensuring knowledge accuracy and reliability

Maintaining a high-quality knowledge base is critical for effective service management. BMC HelixGPT Knowledge Curator automates the validation and normalization of knowledge articles, ensuring accuracy and adherence to organizational standards. This feature reduces the burden of manual reviews, enabling service desk agents to focus on more critical tasks. By delivering reliable, up-to-date, and validated knowledge resources, BMC HelixGPT Knowledge Curator improves resolution accuracy and strengthens user self-service engagement, driving adoption and operational efficiency improvements.

Snowflake Connector: Unlocking enterprise data insights

Integrating service management data with broader enterprise analytics platforms can be challenging. BMC Helix Service Management 25.1 introduces early access to a connector to simplify this process by enabling easier data movement from BMC Helix to the Snowflake Data Cloud. This integration empowers organizations to perform advanced analysis, combining BMC Helix Service Management data with other enterprise-wide datasets to derive actionable insights. By enabling better decision-making and supporting enterprise data strategies, the Snowflake Connector ensures IT teams can analyze all their available data for better data-driven decision-making.

On-premises deployment of BMC HelixGPT: Flexible and secure AI

For organizations operating in on-premises environments, access to advanced AI solutions can be limited, because most AI-driven products are cloud-only. With on-premises deployment of BMC HelixGPT, enterprises can now benefit from the transformative capabilities of generative AI by augmenting their on-premises BMC Helix Service Management solution. This deployment option provides flexibility for on-premises organizations while ensuring they can improve service management processes with modern AI capabilities.

Transforming service management for the modern enterprise

The BMC Helix Service Management 25.1 release is the comprehensive solution that enterprises need to meet modern IT challenges. By addressing inefficiencies, improving user experiences, and increasing operational insights, this release empowers organizations to operate with greater agility and precision.

Discover how BMC Helix Service Management can transform your IT operations. Explore the new features and benefits with our free guided demo to see how BMC’s latest innovations can drive efficiency, productivity, and innovation for your organization. Learn more about BMC HelixGPT agentic AI here, and contact BMC if you would like to further discuss how BMC Helix can help improve your service delivery experiences and outcomes.

Two driving forces have been shaping the future of employee experiences: enterprises eager to boost productivity and employees who expect faster, more efficient outcomes when they need information or services. Traditional IT service management (ITSM) tools have done a great job automating workflows and fulfilling service requests. But with the increasing complexity of modern business operations, there’s a growing demand for a simpler, more intuitive way for employees to quickly get what they need. Instead of spending valuable time hunting for information, employees are looking for faster, easier access to answers and services across departments so they can stay focused on more productive tasks. 

That’s where BMC HelixGPT Employee Navigator steps in. Building on BMC’s proven ITSM foundation, BMC HelixGPT takes employee self-service to the next level. Powered by generative artificial intelligence (Gen AI), this conversational interface allows employees to engage naturally with their enterprise systems by simply asking for what they need, whether it’s resolving IT issues, submitting HR requests, or finding answers. It’s an intuitive, time-saving solution that helps employees get more done, faster, and easier, which further enhances the value ITSM teams can now deliver across the enterprise. 

Improving enterprise-wide productivity

For IT and business leaders, BMC HelixGPT Employee Navigator is a powerful solution designed to increase employee productivity across the entire enterprise. Through its conversational AI interface, employees can easily access and navigate services and resources. The outcome? Faster resolutions, fewer service delays, and measurable gains in operational efficiency. 

Consider this example—an employee hits a problem with an application. Instead of submitting a ticket and waiting for IT to resolve the issue, they simply type a question into BMC HelixGPT Employee Navigator like, “I’m having trouble with this application.” BMC HelixGPT immediately responds with troubleshooting steps or, if needed, automatically creates a service request for the IT team. 

However, BMC HelixGPT Employee Navigator extends beyond IT scenarios. For example, an employee who wants to clarify the company policy on PTO before submitting a vacation request can simply ask BMC HelixGPT for the policy details through Microsoft Teams, review the source documents, if desired, and then submit the vacation request when ready. By providing clear, summarized responses drawn from established organizational knowledge, BMC HelixGPT reduces the time spent searching multiple documents or platforms, speeding resolution times, and delivering better self-service outcomes.

Figure 1. BMC HelixGPT Employee Navigator provides summarized responses drawn from documents and knowledge bases across the enterprise.

Why BMC HelixGPT Employee Navigator is a game changer 

The move toward AI-powered interfaces is more than just a convenience—it’s a leap forward in productivity, efficiency, and employee engagement across the enterprise. Here are five ways BMC HelixGPT Employee Navigator stands apart: 

1. Conversational UI 

At its core, BMC HelixGPT offers a conversational user interface (UI) powered by natural language processing (NLP). Instead of navigating service catalogs or manually searching knowledge bases, employees can simply ask BMC HelixGPT for what they need—whether it’s resolving IT issues, submitting HR requests, or accessing data from various departments. This natural, dialogue-based interaction removes barriers to task completion and speeds the entire process. 

2. Access to your comprehensive knowledge base 

BMC HelixGPT isn’t just about facilitating service requests—it also serves as a gateway to your integrated knowledge base. By summarizing real-time information from various systems, documents, and departments, BMC HelixGPT helps employees get accurate and concise answers quickly. This reduces the need to switch between documents and systems or hunt for solutions, enabling faster decision-making and problem resolution. 

3. Broad service coverage across departments 

BMC HelixGPT supports a wide range of services across multiple lines of business, from IT and HR to finance and operations. This comprehensive service coverage allows employees to use the solution for a variety of tasks, regardless of their department. Employees benefit from a single, unified interface that handles requests across the enterprise, further eliminating silos and providing consistent service experiences. 

4. Intelligent automation to increase efficiency 

One of BMC HelixGPT’s standout features is its ability to initiate automated workflows. With just a conversational prompt, employees can initiate processes like approvals, service requests, and workflow triggers without interacting with multiple systems. This reduces manual effort, ensures smooth transitions between tasks, and speeds up request fulfillment processes. 

5. Promoting self-service and employee empowerment 

BMC HelixGPT is designed to promote a self-service culture within the organization. By offering an intuitive, conversational interface, employees can resolve many issues on their own, This self-service model not only boosts employee satisfaction and productivity, but also allows IT and service teams to focus on more strategic initiatives. 

The future of enterprise UI is conversational 

BMC HelixGPT Employee Navigator represents the future of service delivery. With AI-driven conversational interfaces, organizations can move beyond traditional point-and-click UIs and adopt a more fluid, interactive, and intuitive approach. By leveraging AI for real-time knowledge access, automated workflows, and cross-departmental service coverage, BMC HelixGPT transforms the employee experience and drives measurable productivity gains across the enterprise. 

Experience the future with BMC HelixGPT 

As service management continues to evolve, BMC HelixGPT Employee Navigator is at the forefront of this evolution, offering a powerful solution that integrates natural language into the very fabric of service delivery. By enhancing employee self-service, automating workflows, and providing a conversational UI, BMC HelixGPT is helping enterprises unlock greater efficiency and productivity. 

Ready to transform your service delivery experience? Explore BMC HelixGPT today or contact us to see how conversational AI can elevate your experiences.