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BMC brings artificial intelligence to ITSM channel partners

BMC brings artificial intelligence to ITSM channel partners

Cloud and mainframe data services vendor BMC is the latest company to soup up its partner offering with improved AI capabilities.

The company is working on developing a host of new AI-driven products covering areas such as IT service management (ITSM), IoT in manufacturing and supply chains and logistics, and big data management and analytics.

BMC is a channel-focused company that puts most of the consulting and services business around its software in the hands of partners.

It has now embedded generative AI capabilities into its entire service and operations management portfolio. The BMC HelixGPT solution connects and distils data sources across the enterprise to deliver plain-language, actionable insights for autonomous resolution, by connecting AIOps, DevOps, and ServiceOps.

According to the 2023 Gartner Hype Cycle for ITSM, most technology products and services will incorporate generative AI capabilities in the next 12 months, introducing conversational ways of creating and communicating with technologies, “leading to their democratisation”.

Powered by large-language models (LLMs), the BMC HelixGPT solution reads data in real-time and applies pattern-based decision logic and intuitive reasoning to “revolutionise” incident resolution and automate interactions.

For conversational engagement and search, end users will have the ability to communicate naturally with virtual agents and chatbots, by fully understanding queries and sharing responses within a larger context “with greater accuracy and speed”, said BMC.

For event and incident summaries, integration with BMC Helix solutions for AIOps helps enterprises recover faster from service outages by correlating incidents and applying “chain of thought reasoning” to generate recommendations for quick resolution.

And for resolution insights, the technology ingests all enterprise data, including historical and current case data, across enterprise service management and IT operations management to determine a more optimised process. BMC HelixGPT learns and stores these insights for future reference and automated remediation, saving teams valuable time.