Enhancing the BMC Helix Observability and AIOps solution with application and network management capabilities

It is my pleasure to welcome the Netreo team to BMC. Netreo is a software company that helps organizations deliver digital experiences through real-time visibility into performance and availability of applications deployed in the cloud, on-premises, and within hybrid networks and infrastructure.

Full-stack open Observability and AIOps on the BMC Helix platform

The acquisition marks a strategic leap forward for BMC as Netreo products will accelerate our OpenTelemetry-based observability capabilities and enhance the full-stack, open BMC Helix Observability and AIOps solutions with Network Performance Monitoring and Diagnostics and application performance management capabilities. The combined power of the BMC Helix platform and Netreo solutions provides IT Operations, DevOps practitioners, developers, and network teams with comprehensive insights spanning applications, infrastructure, and networks, helping them increase the overall reliability and performance.

Netreo’s strong presence within developer and DevOps teams, coupled with standards-based OpenTelemetry tracing (including logs and metrics), positions BMC to effectively lead the observability segment, facilitating deeper visibility into modern microservices-based applications. In addition, Netreo’s approach to network performance and diagnostics is noteworthy, extending beyond conventional methods such as SNMP, NetFlow, and sFlow to incorporate API-based insights from network elements alongside SD-WAN monitoring. As a result, networking teams can deliver new network services, increase customer satisfaction, and maximize overall network performance.

Expanded Observability and AIOps add even more value to BMC ServiceOps, which includes industry-leading service management capabilities. It enables teams to predict incidents and disruptions from changes and continuous releases, helping customers reduce risk while accelerating innovation.

We are excited to offer our customers full-stack, open observability and AIOps to increase reliability and performance of their entire IT environments.  Building on top of our ServiceOps, innovative AI and ML technologies such as the BMC HelixGPT solution, BMC is uniquely positioned to help enterprises transform the way they deliver critical services, helping them prevent incidents, and accelerating their journey to becoming an Autonomous Digital Enterprise.

Jasmin Young, CEO of Netreo, is excited to join forces with me at BMC. We share excitement about seeing Netreo’s observability vision come to fruition within the BMC family as both organizations have bold plans for observability, AIOps and applying machine learning across the portfolio.

With this acquisition, at BMC, we continue to accelerate our focus on investing in strategic innovation and technologies that drive IT and digital transformation, furthering the adoption of machine learning and observability across the enterprise.

Netreo offers both on-premises and SaaS solutions. To learn more about Netreo, follow www.netreo.com, and to learn about the BMC Helix Observability and AIOps solution, follow www.bmc.com/it-solutions/bmc-helix.html.

Today is BMC Connect London, the final in a series of global events designed to bring together and empower our customers and partners to fully leverage the power of BMC for service management.

We were the first vendor to embed GPT across our AI-driven service and operations management portfolio, and today we are proud to announce new innovations within our BMC Helix Service Management solution. They include generative AI, low-code/no-code development, and automated workflow solutions to help enterprise customers strengthen their security posture and deliver elevated employee journeys.

With BMC Helix, seeing is believing, so I would encourage you to watch these videos, which are powerful illustrations of our new innovations in action:

• Resolution insights, conversational chat, and search capabilities with generative AI. Harness the power of BMC HelixGPT to isolate incidents and recommend the best action to agents to reduce the risk of business disruptions. This can improve the quality and accuracy of chatbot experiences while minimizing administrative overhead.

Watch the video: BMC HelixGPT-Powered Situation Explainability with Causal AI
Watch the video: BMC HelixGPT-Powered Conversational Engagement and Search

• Security Incident Handling. The BMC Helix for Security Incident Handling solution strengthens the ability to prevent or respond against threats. It elevates the importance of enterprise security handling and provides a system of record for these processes. The solution integrates bi-directionally with leading third-party SIEM security incident solutions for accelerated post-threat detection response.

Watch the video: BMC Helix Enterprise Service Management Security Incident Handling

• Asset and ticket management consoles. These consoles provide more contextual, user-configurable experiences with single-screen visibility and simplified communication. These new, modern consoles significantly improve agent experiences and efficiency.

Watch the video: Asset Console in BMC Helix ITSM
Watch the video: New Shared Ticket Console in BMC Helix ITSM

• Industry vertical sector templates. BMC Helix Digital Workplace Studio provides complimentary, out-of-the-box templates that offer modern user interfaces uniquely tailored for the employee experience across the automotive, entertainment, fashion, finance, healthcare, retail, and telecom industries.

Watch the video: BMC Helix Digital Workplace Out-of-the-Box Content

• Employee offboarding and alumni services. New capabilities in the BMC Helix for HR Service Management solution offer cross-departmental, out-of-the-box HR workflows for a more positive and seamless employee transition experience. This improves efficiency, ensures compliance, and preserves the security of assets, data, and intellectual property.

Watch the video: HR Service Management Offboarding Workflows and Alumni Services

• Workplace service management. The BMC Helix for Workplace Service Management solution offers automated workflows to handle a range of workplace issues and manage the scheduling of preventive maintenance work for individual assets or groups of assets.

Watch the webinar replay: Delivering a Safe, Sustainable Workplace

These innovations across enterprise service management highlight the continued focus on driving meaningful customer value across the entire BMC Helix portfolio. I am extremely proud of our achievements this year especially our recognition as a leader in enterprise service management and AIOps.

Learn more about BMC Helix Enterprise Service Management here.

Additional Resources

• BMC Recognized as a Leader in Enterprise Service Management and AIOps
• BMC Helix: Leading the charge in Generative AI-driven enterprise service management article on CIO.com
• The Forrester Wave™: Enterprise Service Management, Q4 2023 report
• Simplify Complexity with BMC Helix Enterprise Service Management e-book
• Smooth Transitions: Managing the Employee Lifecycle with BMC Helix e-book

It has been an exciting year for BMC! First, BMC was recognized as a leader in the prestigious Forrester Wave^™: Process-Centric AI for IT Operations (AIOps), Q2 2023 report. Today, I am proud to announce our latest achievement. BMC has been named a leader in the Forrester Wave^™: Enterprise Service Management, Q4 2023 report.

The recognition by Forrester as a leader in enterprise service management AND AIOps in a single year is an incredible accomplishment for BMC. More importantly, we feel it is a validation of BMC’s commitment to advancing desired business outcomes for our customers.

The BMC Helix Enterprise Service Management portfolio has grown significantly over the past 18 months. BMC Helix has extended its service management capabilities beyond IT to include purpose-built, out-of-the-box solutions for Human Resources Service Management, Customer Service Management, Workplace Service Management, and Portfolio Management. Additionally, enterprises across the globe are utilizing the same no code/low code capabilities of the BMC Helix ESM platform to build custom applications spanning IT and non-IT use cases. Examples span Finance, Procurement, Global Shared Services, Trade Compliance, and even Employee Parking Management.

We plan to offer even more non-IT service management solutions in the coming months. And, as part of our mission to prioritize the needs of modern enterprises and advance their success journey, we will continue to invest in artificial intelligence and machine learning (AI/ML), generative AI, AIOps, digital employee experiences, and ServiceOps. According to the ESM Wave report, “BMC is a comprehensive service operations solution for the enterprise.”

BMC Helix Enterprise Service Management received the highest possible score in 16 criteria, including vision, roadmap, and partner ecosystem. Other strengths denoted by Forrester include:

• Acquisitions: Investments in “ComAround Knowledge (KCS verified) have helped it [BMC] not only level up but, in many cases, surpass the competition.”
• Roadmap: Focused on “observability intelligence, AI-driven analysis, zero-touch resolutions, and proactive capabilities.”
• Ease of Use: BMC Helix “Innovation Studio’s drag-and-drop capabilities underscore the product’s user-friendly approach, allowing even those without IT expertise to create and manage workflows with ease.”
• Platform Extensibility: BMC Helix Enterprise Service Management “can also be configured to connect with development tools with a bidirectional flow of information and, with portfolio management, can support product-centric organizations.”
• Customers: “Reference customers are pleased with the flexibility of the platform and the ability to make changes to meet their needs with high speed of delivery and without highly trained engineers.”

I could share more details about each attribute’s differentiated value and the customer benefits that BMC Helix Enterprise Service Management offers. Instead, seeing the report is believing. BMC Helix has now emerged as only one of three leaders in enterprise service management. As Forrester Research notes, “BMC’s strategy over the past few years has continued to close the gap between the Leaders in this market.”

Please read the complete Forrester Wave^™: Enterprise Service Management, Q4 2023 report with our compliments.

Learn more about how BMC Helix Enterprise Service Management simplifies complexity, integrates intelligence, and fuels productivity across the modern enterprise by visiting the BMC Helix Enterprise Service Management website.

IT operations (ITOps) teams now more than ever need an IT operations management (ITOM) solution that is both highly observable and leverages the power of artificial intelligence for ITOps (AIOps) to drive more actionable insights. When you’re dealing with complex, dynamic IT environments, it can be tough to get the visibility you need to make informed decisions.

That’s where BMC Helix comes in, and we are delighted to announce our latest 23.4 Fall release for BMC Helix Operations Management. It’s packed full of new innovations that deliver unparalleled real-time visibility into your IT environment and the ability to analyze data across all underlying domains and services across the entire IT estate, from mainframe to on-premises to the edge.

BMC Helix Operations Management uses machine learning (ML) algorithms to analyze patterns and anomalies in real-time data, identifying potential issues before they impact end users. This enables IT teams to take proactive measures to prevent incidents and minimize downtime.

In this release, we’ve also rolled out several enhancements across our ITOM portfolio.

BMC Helix Operations Management

• Service Blueprints. New, out of the box for microservices, Kubernetes, cloud, and application program monitoring (APM), Service Blueprints provide users with the ability to define simple templates like microservices on Kubernetes, while improved auto-detection across different components enhances service modeling.
• Situation Explainability powered by causal AI provides a visual representation of root cause and now accepts user-driven Situation feedback, allowing additional Situation information to be added by a user for faster root cause isolation.

Figure 1. Situation Explainability.

• Situation Fingerprinting powered by AI, GPT, and natural language processing. Automatically identify whether a similar situation has previously occurred and eliminate the need to diagnose the same problem again.

Figure 2. Situation Fingerprinting.

BMC Helix Discovery

BMC Helix Discovery is our SaaS-based, cloud-native discovery and dependency modeling system that provides instant visibility into hardware, software, and service dependencies across multi-cloud, hybrid, and on-premises environments.

In this release, we’ve added Visual Query Builder, which allows customers to build complex queries using a simple drag-and-drop method for a faster and more intuitive and available experience that removes the need for specialist query scripting skills. BMC Helix Discovery is continually evolving, and we are working towards releasing a deep container discovery capability in a future release that which will enhance visibility into embedded containers for site reliability engineers (SREs) and end users.

Figure 3. BMC Helix Discovery.

BMC Helix Intelligent Integrations

BMC Helix Intelligent Integrations use REST APIs and Webhook mechanisms to communicate with a data source, providing an easy-to-use, click-and-connect capability to configure an integration and import resource information, topology, and services from third-party data sources for an end-to-end view of your environment. In this release, users will find new enhanced support for Datadog, Microsoft System Center Operations Manager (SCOM), Dynatrace, VMware vRealize Operations, SAP HANA^®, and ServiceNow.

The enhanced connectors make it faster and easier for customers to add their third-party monitoring data to BMC Helix Operations Management, delivering more data sources to strengthen the AIOps algorithms’ ability to isolate root cause and improve mean time to repair (MTTR).

Figure 4. Root cause isolation leveraging BMC Helix Intelligent Integrations.

Our development is highly dependent on the feedback we receive from our customers, partners, and the wider analyst communities. Thank you to all of you who contributed feedback to us. To continue the discussion, tell us how you’re using the new features and workflows and share suggestions to improve the product experience on the BMC Helix Operations Management community forum.

Additional Resources

• BMC Helix Named a Leader in the The Forrester Wave^™: Process-Centric AI For IT Operations (AIOps), Q2 2023
• BMC Helix Operation Management Release Notes
• BMC Helix AIOps Frequently Asked Questions (FAQs)

Today is BMC Connect Chicago, a time where our customers and partners come together to learn how to unleash the transformative potential of BMC Helix artificial intelligence and machine learning (AI/ML) and predictive analytics solutions across service and operations management (ITSM/ITOM). BMC HelixGPT, our generative AI technology, delivers concrete capabilities that demonstrably improve user experiences and productivity across ITSM/ITOM workflows.

Today, I am proud to announce our latest innovations in generative AI applications with new “BMC HelixGPT-Powered” use cases.

• Available Now: BMC HelixGPT-Powered Situation Summaries in operations management with AIOps, generate plain-language summaries and recommended next actions, making it faster for IT operators to understand and resolve issues rather than spend additional time decoding a string of output error codes.
• Available November 2023: BMC HelixGPT-Powered Resolution Insights in enterprise service management (ESM) and ITSM, where case and incident clustering is integrated with similar past resolutions of equivalent tickets to determine the recommended next actions for simplified, accurate case resolution.
• Available for early customer access: BMC HelixGPT-Powered Conversational Engagement and Search empowers end users to communicate more naturally with today’s virtual agents and chatbots. In this use case, BMC HelixGPT understands the query being posed more accurately and then places that query within a more extensive understanding and context to deliver more accurate responses in human-style language.

If you are unfamiliar with BMC HelixGPT, it integrates large language models (LLMs), harmonizing traditionally siloed data sources to deliver actionable insights for operational anomalies and autonomous resolution for mundane issues. BMC HelixGPT offers near real-time processing of operational data from all observable layers to provide an unadulterated view of reality for ITSM/ITOM teams. BMC HelixGPT is embedded across the entire BMC Helix service and operations management platform.

What does BMC HelixGPT deliver for our customers? BMC HelixGPT goes beyond traditional AI to provide clear, actionable insights and recommendations to resolve problems. Additionally, it becomes an “expert in your systems,” learning how to optimize processes and prevent points of failure.

Each use case will enable our customers to streamline business processes, solve problems faster, reduce the likelihood of human error, automate root cause analysis, and resolve incidents in real time. Perhaps the best part? Your enterprise can use these new BMC HelixGPT capabilities as part of the BMC Helix Fall 2023 releases without additional charges.

Learn more about the efficiencies and problem-solving capabilities of BMC HelixGPT here.

I’m delighted to share that BMC has been recognized as a leader in the prestigious Forrester Wave^™: Process-Centric AI for IT Operations (AIOps), Q2 2023 report. This achievement validates for us our commitment to innovation, customer satisfaction, and our continuous pursuit of excellence.

Our journey to being named a leader is marked by a relentless focus on delivering cutting-edge AIOps solutions to our valued customers. At BMC, we believe that process-centric AIOps represents the future of IT operations management, where traditional approaches are enhanced and augmented with AI-driven intelligence.

Ranking highest in the strategy and current offering categories is, in our opinion, a testament to our unwavering dedication to customer success. We prioritize understanding the unique needs and challenges of modern enterprises and organizations, ensuring that our solutions meet and exceed their specific requirements.

Figure 1. BMC Helix Operations Management – Situation Explainabilty.

While we’ll take a moment to celebrate this achievement, we’re not resting on our laurels. In the interval since the process for this report began we’ve added even more features such as service blueprints, improved anomaly detection, and new situations summaries with HelixGPT to help customers find and fix problems quickly before they impact the business or mission readiness. And more is coming, including cool capabilities that take advantage of generative AI technology.

We invite you to join us on this exciting journey as we continue to empower organizations with intelligent, efficient, and future-ready IT operations.

Read the full report

David Sims, AVP of our U.S. Federal team, and I are thrilled to share that BMC Software achieved Impact Level 5 (IL-5) Provisional Authorization for BMC Helix ITSM and BMC Helix Digital Workplace. With this achievement, BMC now offers both Impact Level 4 (IL-4) and IL-5 environments running in AWS GovCloud. Importantly, this environment has been NIPRnet connected directly through the DoD Cloud Access Point (CAP) since early 2022 and is available for (and being consumed by) our Department of Defense (DoD) customers today.

For readers that may not have the Federal context: Impact Level is managed by the Defense Information Systems Agency (DISA) and designates what kind of information can be processed and/or stored in the certified system. IL-4 deals with unclassified types of information while IL-5 deals with national security-related material.

Because the IL-5 authorization applies to our SaaS-based offering (as opposed to a containerized offering) of BMC Helix ITSM and BMC Helix Digital Workplace, DoD customers can deploy immediately without needing to seek authorization for their specific instance. We want to make it as easy as possible to support our customers’ mission.

Coming Soon

We’re not stopping here. The following capabilities will be available in the IL-4 and IL-5 environments very soon:

• Project portfolio management—Seamlessly connects project and portfolio management with idea sourcing, idea management, and demand generation to spur innovation.
• AI-powered IT operations management (AIOps)—Use artificial intelligence (AI) to enhance IT operations from simple monitoring to observability with service-centric monitoring, advanced event management, root cause isolation, and intelligent automation to improve performance for faster issue resolution with greater cost savings.
• Continuous optimization—Predictive analytics to manage IT resources in the cloud with support for Kubernetes and pods, microservices, and containers allowing for increased efficiencies across the organization.
• Dynamic service modeling—Discovery and dependency modeling that delivers instant visibility into hardware, software, and services across cloud, hybrid, and on-premises environments for greater compliance and assurance.

These milestones will align our DoD IL-4 and IL-5 environments to the same set of capabilities that are available to FedRAMP/civilian agencies today. BMC is committed to serving our DoD customers with a truly integrated SaaS platform that delivers comprehensive IT service and operations management. The BMC Helix platform is specifically designed to be easy to purchase, easy to authorize, and easy to go live. Activate today to deliver world-class performance for your warfighters tomorrow.

Back in November, I shared our intention to provide our services from a data center in India to better serve BMC’s customers and government organizations in the region. I am thrilled to announce that we’re now live and able to deliver BMC Helix service and operations management capabilities from Mumbai. It’s always nice to deliver on a promise!

Adding to the satisfaction: we did it in less than three months (I’ve seen others in the space take two years to do the same) thanks to our partnership with Oracle. Our engineering team worked with their Oracle Cloud Infrastructure (OCI) counterparts to quickly scope, provision, test, and launch in the Oracle Cloud Mumbai Region so customers can take advantage of the ServiceOps capabilities powered by BMC Helix Service Management and BMC Helix Operations Management.

The rollout on the Oracle Cloud Mumbai Region adds to the list of OCI public cloud regions where we are already offering BMC solutions, which includes Ashburn (U.S.), London, and Frankfurt.

“BMC’s ability to rapidly deploy in our Mumbai region is a testament to the power and flexibility of Oracle Cloud Infrastructure,” says Dave Profozich, senior vice president of ISV Ecosystem at Oracle. “As more data sovereignty requirements come into play around the globe, it’s imperative for partners like BMC to be able to quickly get their SaaS offerings running in a particular region to help meet the security and compliance needs of customers while also achieving benefits around increased performance and availability, low latency, and disaster protection.”

Why India?

Like the rest of the globe, Indian enterprises are looking at cloud to help scale and manage costs. According to Forrester’s The State of Cloud in India, 2022 report from August, “Today, 67 percent of Indian infrastructure decision-makers say that modernizing with cloud and new computing architectures is a top priority.”

Data sovereignty is also a consideration. Currently, India’s data privacy laws strictly limit where personal data can be stored and sent. India government agencies are also bound by rules to keep data in-country.

This means Indian companies can now take advantage of BMC Helix for HR Service Management and BMC Helix for Customer Service Management capabilities without having to worry about data exiting the country.

These new SaaS capabilities in India builds on our already strong commitment to the area. Our talented and passionate staff in Pune and around the country are central to our development efforts and our ability to get new BMC Helix features and enhancements out to SaaS customers every month. We’re excited that this latest chapter is being written.

Getting right to the exciting news: Our industry-leading, SaaS-delivered BMC Helix ServiceOps capabilities are coming to India in early 2023, providing even better performance to in-country customers as well as making BMC Helix SaaS available to government and private entities with data sovereignty requirements.

We’re working closely with our partner, Oracle, to expand BMC Helix on Oracle Cloud Infrastructure (OCI) in India to deliver our service and operations management capabilities with high availability, superb performance, and strong security. Since signing the partnership with Oracle in March, we’ve already turned the lights on in multiple OCI regions across the globe, including Ashburn (U.S.) and Frankfurt. And we have more global regions on the way.

With overall SaaS revenues in India up 20 percent, it’s not a surprise that customers in India are rapidly shifting to SaaS as the preferred delivery method. Our customer base is looking to move from our on-premises offerings to BMC Helix to benefit from the efficiency gains that comes with SaaS, such as less maintenance, automatic upgrades, and more. BMC Helix will also help us serve government entities that must keep data within India’s geographic border.

India customers will be able to take advantage of our BMC Helix Service Management capabilities to support their entire business, as well as BMC Helix Operations Management to help reduce risk by proactively looking for and preventing business-impacting issues.

By adding SaaS capabilities in India, we’re building on our already strong commitment to the area. Our talented and passionate staff in Pune and around the country are central to our development efforts and ability to get new BMC Helix features and enhancements out to SaaS customers every month. We’re excited to begin the next chapter.

BMC Helix ServiceOps Innovations

Excellent service is increasingly the primary driver of business success, and in today’s modern digital economy, a customer’s experience of that service is what can make or break a company’s survival. Whether it’s a queue at a coffeeshop, a “Please Wait” circle on an app, a request for help from an agent (live or virtual) that times out, or a shipping delay in our current supply chain crisis, any kind of failure in expected service delivery can lead to reputational and customer losses.

At BMC, we are always helping our customers deliver compelling services with the quality, performance, and management capabilities they require to gain a competitive edge in the marketplace. In considering how best to offer and fine-tune services, we focus on needs—and while many of us have long been catering to Gen Y (or Millennials), we are increasingly turning our attention to Gen Z as well, which is aging into and beyond college and quickly becoming the dominant spending group. In addition to no-wait experiences, both groups have similar expectations from the applications they use both at home and at work (a line that has become almost indistinguishable for most): a prioritization on smaller, more personalized interactions, and a preference for novelty—two needs that businesses must meet quickly and comprehensively to remain competitive, for both internal and external customers.

So how do organizations today balance the need for new capabilities around speed, novelty, and personalized experience with the risks inherent to the frequent changes afforded by DevOps principles?  Traditional approaches try to bridge the IT service management (ITSM) and IT operations management (ITOM) chasm and make these solutions “talk to each other” even though they were never designed to do so. Furthermore, the enterprise service delivery infrastructure is immensely complex with business units constantly adding new services/apps/tools all the time to meet their needs. This means enterprise organizations are making decisions without knowing how it will impact their environment, which leads to performance irregularities and an inability to provide consistent service experiences.

One of the key differentiated approaches we took with BMC Helix was to natively integrate ServiceOps, where services and operations delivery and management teams can mitigate risk, manage user preferences and rules of engagement, and proactively resolve issues. This almost guarantees services perform the way they were designed at all times for optimized experiences. Consequently, users are happier, trust the company more, and even look forward to engaging further. It also frees up operations to engage fully in DevOps and innovation initiatives, further pleasing these established and emerging consumers.

Of course, data is what truly drives all the decisions we make in order to please customers. From an IT perspective, making data actionable gives a comprehensive view to IT environments, enhances operational excellence, and ultimately can allow the speed of innovation that is a true marker of success. We are thrilled to announce that we have added to our ongoing artificial intelligence (AI)-driven service management (AISM) and AI-driven operations management (AIOps) capabilities, powered by the BMC Helix Platform, to make data available and turn it into actionable insights. These powerful ServiceOps enhancements powering BMC Helix can help organizations drive timely services capabilities, reduce risk, lower costs, and increase efficiency and productivity. Even more exciting, these compelling innovations are truly customer-driven, a collaboration between our engineering and product management teams and customers who helped us narrow in on their requirements and answer them with emerging technology.

Our ServiceOps enhancements for BMC Helix Platform include features for BMC Helix Continuous Optimization, BMC Helix Discovery, and BMC Helix Operations Management, among others:

• Enhanced insights and dashboards for comprehensive data analytics, and pre-built templates for a full view of services, operations, and infrastructure
• Major incident management and collaborative incident response to streamline time to identify major incidents and intelligently swarm with key personnel to quickly resolve them
• AI and machine learning (ML)-powered root cause isolation and service health monitoring for improved incident resolution time, and AI/ML-driven event correlation to reduce event noise so automated corrective action can be taken before service impact
• Discovery and dynamic service modeling to maintain visibility into continuously changing IT environments (assets, relationships, dependencies, and topology) and business services for better service availability and performance, and improved release management
• “What-if” simulations and forecasting to optimize resources for Kubernetes deployments that minimize cost while still ensuring sufficient resources are available to guarantee performance and availability
• Our recent acquisition of StreamWeaver boosts DevOps data analytics and visibility so organizations can even more effectively and efficiently achieve service delivery and operations management excellence

And let’s not forget that intuitive and rapid self-service, the ability to find answers you need and move on quickly, is a major component of self-service for employees, especially in line-of-business functions. BMC Helix Digital Workplace studio brings new capabilities to our BMC Helix Knowledge Management integration, allowing any function to create a microsite that provides content, tools, and services from an organizational, team, or individual point of view. These microsites allow direct engagement with employees and enable easy access to the services and applications a team wants or needs to do their job in a simple, self-service, intuitive experience complemented by both chatbot and live chat agents.

It all comes down to making work easier and more personalized. With the powerful combination of AISM and AIOps to improve processes in ServiceOps, organizations can better predict change risks using service and operational data, support cross-functional collaboration to solve problems, automatically recommend problem resolutions, and free up time for innovation. And with the self-service and knowledge management capabilities of BMC Helix Digital Workplace, you can offer the fast, fluid, and personalized experiences requisite for today’s consumers.