Service Management Blog

BMC Announces Further Innovations within BMC Helix Service Management

2 minute read
Margaret Lee

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

Discover what BMC Helix Enterprise Service Management can do for you

BMC Helix Enterprise Service Management ensures that IT and non-IT lines of business come together to work smoothly, reduce risk, and prevent points of failure. Everywhere. Every time. For every user. Learn how your enterprise can simplify complexity across the entire case management lifecycle through personalized digital employee experiences, collaborative work management, intelligent automation, unified DevOps tooling, and predictive AI/ML powered by AIOps.


These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

See an error or have a suggestion? Please let us know by emailing blogs@bmc.com.

BMC Brings the A-Game

BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.
Learn more about BMC ›

About the author

Margaret Lee

Margaret Lee is senior vice president and general manager of Digital Service and Operations Management for BMC Software, Inc. She has P&L responsibility for the company’s full suite of BMC Helix solutions for IT service management and IT operations management. Before joining BMC, Margaret was the general manager for data services at Mapbox, a SaaS platform for mapping, location data, and navigation, supporting a variety of consumer and enterprise applications.