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BMC Helix Extends Agentic AI Across IT Service and Operations Management

New release of the AI-native platform with HelixGPT enhances the user and end-customer experience by adding new AI agents to its fleet

HOUSTON – May 7, 2025 – BMC Helix, a global leader in software solutions that help the world’s most forward-thinking IT organizations turn AI into action, today announces updates to the BMC Helix platform that transforms productivity and improves employee experience through agentic AI.

The Helix platform, one of the first market-ready solutions to use gen AI, improves quality of service interactions and overall operator experience with insights and automation.

What’s new in 25.2 for IT service management and AIOps

The BMC Helix IT Operations Management for AIOps 25.2 release includes new and expanded AI agents to extend observability, discovery, and insights that prevent major incidents and optimize application performance.

  • BMC HelixGPT Post Mortem Analyzer provides a detailed review and summary after an incident has been resolved so that IT Operations and SRE teams can learn from past issues and their resolutions.
  • BMC HelixGPT Insight Finder provides a natural language chat interface that helps service owners and SREs dynamically generate dashboards and reports that give them the information they need about issues impacting service health.

The platform recently received the highest score possible in the Agentic AI, advisor, and assistant criteria in The Forrester Wave™: AIOps Platforms, Q2 2025 report released in April.

A complimentary copy of the report can be accessed here.

The BMC Helix Service Management 25.2 release includes several flagship enhancements to Agentic AI.

  • Custom AI agents with BMC HelixGPT Agent Builder empower IT and line-of-business service owners and analysts to create and deploy custom agents through a flexible, no-code configuration framework.
  • BMC HelixGPT Ops Swarmer helps service and operations teams to work together in Microsoft Teams sessions launched directly from an incident record in the BMC Helix ITSM solution. The BMC HelixGPT platform evaluates previous responses to similar issues and recommends participants for the best response team to be assembled and collaborate quickly.
  • BMC HelixGPT Catalog Curator allows line-of-business and IT to create new catalog offerings using a conversational GPT interface.
  • Enhanced BMC HelixGPT Employee Navigator – now included for all BMC Helix ITSM users – extends to image file processing, enabling users to capture and submit images directly using their mobile phone camera.

“As leaders in Agentic AI, we are thrilled to bring an even broader scope of capabilities to Helix with this release,” said Ryan Manning, chief product officer at BMC Helix. “Customers will be able to support their employees through enhanced Teams integration, maintain service quality when incidents occur, and adapt in complex technology environments with ease. These are differentiators that help their business thrive, and BMC Helix delivers.”

“Customers looking for a trusted partner with world-class experience that understands their current state and envisions their future IT needs from a business outcomes perspective should choose BMC,” wrote Carlos Casanova, principal analyst at Forrester and author of The Forrester Wave™: AIOps Platforms, Q2 2025 report.

Additional Resources 

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.

About BMC Helix

BMC Helix, now operating as an independent company, helps the world’s most forward-thinking IT organizations turn AI into action – unlocking human potential to multiply productivity so teams can focus on the work that matters most. With an industry-leading, AI-powered, open platform, BMC Helix delivers a dynamic fleet of AI agents that augment work across enterprise IT service and operations management to anticipate needs, automate solutions, and accelerate outcomes for ServiceOps.

Helix and other Helix marks are exclusive properties of BMC Helix, Inc. and are registered or may be registered with the U.S. Patent and Trademark Office and in other countries.

BMC, BMC Software, the BMC logo, and other BMC marks are the exclusive properties of BMC Software, Inc. and are registered or may be registered with the U.S. Patent and Trademark Office and in other countries.

©Copyright 2025 BMC Helix, Inc.

Editorial Contact:
Madeline Bien
BMC Helix, Inc.
[email protected]