BMC Helix AIOps overview

BMC Helix AIOps reduces the mean time to resolve (MTTR) issues and maximizes service performance and availability by using tools that include monitoring, advanced anomaly detection, AI/ML-based event management and root cause isolation, open integrations, and intelligent automation.

BMC Helix AIOps is a multi-layered technology platform that leverages big data to automate and enhance IT operations through analytics, artificial intelligence (AI), and machine learning (ML). It uses predictive capabilities to proactively improve the performance and availability of IT services across multi-cloud and hybrid environments.

The following video (2:11) provides a high-level introduction into the benefits of using BMC Helix AIOpsfor your IT Operations use cases:

 Watch the YouTube video about The benefits of using BMC Helix AIOps.


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In modern SaaS-enabled environments, organizations need to ensure that their key business services are performing at optimum levels, with minimal downtime. 

To ensure that these business services perform at optimum levels, organizations must be able to:

  • Monitor and observe the key health vitals or parameters for services
  • Observe service performance and availability
  • Look for warning signs or identifying causes for performance degradation 
  • Understand the context where the problem occurred

BMC Helix AIOps helps organizations achieve these goals by using AI/ML-powered algorithms to not only to understand the health, performance, and availability of services, but also enable them to comprehensively investigate the probable and root causes of the impact on services. 

With its advanced capabilities, BMC Helix AIOps provides additional insights into the following areas:

  • Root cause isolation based on service-centric event correlation
  • End-to-end topology mapping of configuration items (CIs) of a service
  • Upstream and downstream impact hierarchy and key resource metric analysis
  • Service health insights to determine the impact pattern and behavior of a service

The following diagram illustrates the key features and capabilities of the product at-a-glance:

Product features

The following table describes the features and capabilities in BMC Helix AIOps:



Monitors the key performance indicators (KPIs) for providing a quick-peek summary of the overall system health by displaying the following widgets:

Monitors the service health and provides the ability to:

  • View the comprehensive service health timeline for selected time ranges
  • Apply knowledge graph and AI/ML algorithms to perform root cause isolation of impacted services
  • Rank the causal nodes based on the ML-based situations and causal events for a selected health timeline
  • Build and view the topology and metric analysis of impacted services

Predicts service outages proactively to:

  • Prevent service failures using the AI-based service-centric prediction, which uses the health indicators and metrics from multicloud and hybrid IT environments
  • Contain smaller issues from becoming larger problems, prevent service outages, take timely actions, and focus on key value drivers
  • Help organizations to maximize the IT performance and save the time and cost required to manage IT environments.
  • Identify and fix issues before they happen
  • Reduce the overall mean time to resolve an issue

Monitors service health insights to view the patterns, behavior, and trend of the service impact for a period of 15 days to:

  • Derive insights for health score and incidents
  • Discover the severity pattern
  • Discover insights for Major and Critical events

Monitors situations and provides the ability to:

  • Dynamically aggregate and cluster events to by using AL/ML-based event processing techniques to derive actionable insights
  • Investigate the aggregated events
  • Compute the root cause score of each causal event
  • Reduce the event noise
  • Improve the mean-time-to-resolve (MTTR) the causal issues based on a situation-driven workflow
  • Lower the mean-time-to-detect or discover (MTTD) and the time required for investigating tickets

Define service blueprints with a set of rules that are used to:

  • Create rule-based, pluggable templates that contain various parts of a service model
  • Configure new service models by adding blueprints to be able to handle dynamic content
  • Identify the elements of a business service when the matching conditions occur
  • Automatically update the data changes to keep the service model up to date.

Build service models that are used to:

  • Represent a business service or hierarchy of business applications
  • Monitor the business service and its elements for health, performance, and availability
  • Determine how services get impacted based on the health indicators, event rules, or balancing profiles that can be added to services

In addition, health score values for each service can be customized based on an organization's requirements. 

BMC Helix Intelligent Integrations Open link

Integrates with multiple, out-of-the-box sources such as Aternity and Dynatrace and ingests data such as events and topology from them to do the following actions: 

  • Analyze information from various BMC Helix components, such as BMC Helix Operations Managementand BMC Helix Discovery
  • View the health of the impacted entities

BMC Helix Developer Tools Open link

Integrates with TrueSight Operations Management out of the box, and enables you to configure custom integrations for the products for which the out-of-the-box integrations are not available. Ingests data such as events and topology to do the following actions:

  • Analyze information from various BMC Helix components, such as BMC Helix Operations Managementand BMC Helix Discovery
  • View the health of the impacted entities

Enables connection with BMC Helix Intelligent Automation to:

  • Perform event-driven remediation actions for open events and situations
  • Request automation policies to remediate open events and situations
  • Cross-launch in to BMC Helix Intelligent Automation to create automation policies that appear as remediation actions

Product roles

By default, BMC Helix AIOps provides default roles that can perform certain capabilities based on the product role. For more information, see Roles and permissions.

The following table briefly describes the roles available for BMC Helix AIOps:

User roleProduct capabilities

  • View services and individual service details
  • View probable or root cause analysis
  • View CI topology and service hierarchy
  • View service health insights
  • View service predictions
  • View and manage situations
  • Run and request automations

  • Create and modify service blueprints
  • Create and modify service models
  • Customize health score and status values
  • View services and service predictions
  • Run and request automations

  • Manage roles and permissions
  • View all pages in BMC Helix AIOps
  • Enable the advanced AIOps features
  • Enable situations to aggregate events
  • Create automation policies in BMC Helix Intelligent Automation

Learn more

BMC Helix AIOps documentation helps new and experienced users implement and use this product. 

Use the links listed in the following table to quickly find information to get started working with the product according to your role: 

RoleGoalWhere to go
Tenant AdministratorTo manage roles and permissionsRoles and permissions
To set up the product and onboardSetting up and going live
To enable the AIOps featuresEnabling the AIOps features

To enable situations to aggregate events

Configuring ML-based situations
Service DesignerTo use out-of-the-box service blueprintsUsing out-of-the-box blueprints
To create and modify service blueprintsCreating service blueprints
To create and modify service modelsCreating service models
OperatorTo view the quick summary of health, performance, and availabilityMonitoring key performance indicators and entities
To view the service health, availability, and performance and individual service detailsMonitoring service health

To view service outage predictions

Predicting and proactively resolving service outages

To view root cause isolation and metrics

Performing causal analysis of impacted services

To view CI Topology

Identifying the impacted CI nodes from CI topology view

To view service hierarchy

Investigating the service nodes from service hierarchy view

To view service health indicators

Monitoring service health indicators

To view service health insights

Monitoring service insights

To view situations and investigate situations

Monitoring and investigating situations
AllTo view the frequently asked questions about the product.FAQ
To view the PDF or videos available for the product. PDFs and videos
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