BMC Helix Overview

Cloud-Native Architecture:

• Built on a microservices-based architecture, it is deployable on any cloud (AWS, Azure, Google Cloud) or in a hybrid environment.
• Supports containerization using Kubernetes for scalability and flexibility.

AI/ML-Powered Automation:

• Uses artificial intelligence and machine learning to enhance predictive analytics, automate routine tasks, and deliver personalized insights.
• Includes capabilities like incident prediction, anomaly detection, and auto-classification.

Integrated IT Service and Operations Management (ITSM & ITOM):

• Combines IT Service Management (ITSM) and IT Operations Management (ITOM) to provide a unified platform for managing service requests, incidents, and infrastructure performance.

Omnichannel Experience:

• Offers users access to IT services through multiple channels such as chatbots, email, mobile apps, and collaboration tools (e.g., Microsoft Teams).
• Provides self-service portals for end-users to resolve issues quickly.

Cognitive Automation and Chatbots:

• Cognitive chatbots assist users in resolving common issues using natural language processing (NLP).
• Integrated with external tools for seamless interaction and automation.

Service Management Excellence:

• Provides industry-standard ITIL-based ITSM processes for incident, problem, change, and request management.
• Extends ITSM capabilities to business processes through Enterprise Service Management (ESM).

Proactive and Predictive Operations:

• Monitors IT environments in real-time, detects issues proactively, and suggests resolutions before they impact end-users.
• Includes predictive capabilities for capacity planning and performance optimization.

IT Asset and Cost Optimization:

• Tracks IT assets across their lifecycle and optimizes software and hardware usage.
• Reduces costs by identifying underutilized resources.

BMC Helix ITSM:

• Provides robust tools for managing IT service delivery, including incident, problem, change, release, and request management.

BMC Helix ITOM:

• Offers capabilities for monitoring and managing the performance and availability of IT infrastructure.

BMC Helix Digital Workplace:

• A self-service portal that allows users to access IT services, submit requests, and find knowledge articles seamlessly.

BMC Helix Discovery:

• Automatically discovers and maps applications, infrastructure, and dependencies across multi-cloud and on-premises environments.

BMC Helix Business Workflows:

• Extends service management beyond IT by managing business workflows like HR, facilities, and procurement.

BMC Helix Dashboards:

• Unified reporting and analytics tool that provides insights across ITSM and ITOM processes.

Improved Efficiency:

• Automates repetitive tasks and workflows, freeing IT teams to focus on strategic initiatives.

Enhanced User Experience:

• Provides self-service tools and AI-driven chatbots to improve the end-user experience.

Proactive Problem Resolution:

• Detects and resolves issues proactively, minimizing downtime and disruption.

Flexibility and Scalability:

• Its cloud-native architecture allows organizations to scale resources up or down as needed.

Cost Reduction:

• Reduces operational costs by optimizing IT resources and automating routine processes.

Enterprise-Wide Service Management:

• Extends ITSM principles to business workflows, creating a unified service experience across the organization.