BMC, a global leader in software solutions for the Autonomous Digital Enterprise, has announced new innovations for its award-winning BMC Helix SaaS solution that help businesses better manage and automate complex IT operations and orchestrate application and data workflows across any hybrid environment to deliver an improved employee and customer experience.
“While modern IT teams have made strides in delivering business value through greater automation, observability and execution, there is still a need to change organisational culture, process and technology to enable improved user and customer experiences,” said Stephen Elliot, Group Vice President, I&O, Cloud Operations and DevOps, IDC. “By proactively breaking down silos, cross-departmental teams can deliver highly effective, incident-free services across their cloud technologies.”
Deliver superior business results with ServiceOps
Understanding the frequent changes and shifting contexts of business services and supporting environments across the enterprise requires a solution like BMC Helix ServiceOps. It brings service and operations management together with differentiated capabilities that provide a deep level of context and insight through benefits like:
• Protecting the business from the risk of outages and slow performance: The BMC Helix solution highlights problems related to business services in their entirety and not just individual components. Incidents, alerts and data from operations and service requests are correlated to help cross-functional teams pinpoint root causes faster
• Scaling capacity with AI: BMC’s enhanced AIOps capabilities identify performance and root cause outages by applying pre-trained AI and ML to observability data and dynamic service models to assess service health, look for future service impacts and provide proactive responses. This ensures teams can better keep pace with the sheer volume of metrics, events and alerts
• Personalising employee and customer experience: The BMC Helix solution delivers a consumer-like, personalised service experience across traditional IT and business functions such as HR and customer service management through virtual agents, knowledge bases, live chat and tickets that make it easy for customers and employees to request and get help
• Propelling innovation: With enriched ServiceOps data and connections via working teams’ tools of choice, the BMC Helix platform enables operational excellence to support agile DevOps to create new apps and services that enhance the business
“BMC Helix has allowed us to have an always available event awareness regardless of what is going on in our environment,” said Ken Wood, Director of SRE at NICE CXone.
