Product overview

BMC Helix AIOps is an AI/ML-based platform that provides real-time, 360-degree visibility of your complete IT infrastructure. It analyzes data from multiple sources, identifies patterns, predicts potential problems, and helps remediate problems before they cause service disruptions in your environment.

With generative AI and automation, BMC Helix AIOps increases service reliability, reduces the mean time to resolution (MTTR), and ensures optimal health of your IT infrastructure environment.

Watch the following video (3:15) to understand the core capabilities of BMC Helix AIOps to revolutionize your IT operations and overcome IT challenges:

Watch the YouTube video for an overview of BMC Helix AIOps and its core capabilities.

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Success stories

	The story	References
The IT infrastructure team at a Fortune 500 finance company reduces service model creation time from hours to minutes.	The biggest challenge faced by the IT infrastructure team during service modeling was the time and effort they spent manually creating and updating service models. The IT team used service blueprints to create multiple services, which reduced their model creation time from hours to minutes. The filtering rules in blueprints updated the service configuration without any manual intervention, saving time and effort.	Modeling-services-by-using-service-blueprints
The IT infrastructure team at a multinational IT solutions company improves MTTR by automating remediation actions for events.	One of the challenges the IT infrastructure team faced was managing unplanned service outages and performing recovery actions. Investigating and remediating the issues manually could take hours or even days. The IT team used the Intelligent Automation feature in BMC Helix AIOps to eliminate the need for manual investigation, create incidents, and restart running services. Automated remediation actions increased system reliability and improved the MTTR.	Remediating-services-automatically-by-using-automation-policies

Product capabilities and features

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

Monitor services
BMC Helix AIOps monitors all kinds of services in your infrastructure in real time. A heatmap view, where services appear color-coded based on their severity, provides information about the overall health of your system at a glance. Every time a service is impacted, you can identify the issues, fix them, restore the health of the service, and avoid service outages. To learn more, see Monitoring services .

Monitor services

BMC Helix AIOps monitors all kinds of services in your infrastructure in real time. A heatmap view, where services appear color-coded based on their severity, provides information about the overall health of your system at a glance. Every time a service is impacted, you can identify the issues, fix them, restore the health of the service, and avoid service outages.

To learn more, see Monitoring services .

Analyze root cause and provide insights
When a service is impacted, BMC Helix AIOps identifies the source of an issue, correlates all events causing the issue, and provides the exact root cause of the impact. By ranking the top impacted nodes, BMC Helix AIOps helps you drill-down to the exact CI that caused the impact. It also shows a graphical view of the impact of the service on other related services across the hierarchy. By zeroing in on the exact root cause, BMC Helix AIOps saves time and energy spent by the IT teams and reduces operational costs. To learn more, see Performing-causal-analysis-of-impacted-services.

Analyze root cause and provide insights

When a service is impacted, BMC Helix AIOps identifies the source of an issue, correlates all events causing the issue, and provides the exact root cause of the impact. By ranking the top impacted nodes, BMC Helix AIOps helps you drill-down to the exact CI that caused the impact.

It also shows a graphical view of the impact of the service on other related services across the hierarchy. By zeroing in on the exact root cause, BMC Helix AIOps saves time and energy spent by the IT teams and reduces operational costs.

To learn more, see Performing-causal-analysis-of-impacted-services.

Remediate and automate
BMC Helix AIOps connects with BMC Helix Intelligent Automation to provide event-driven remediation actions for open events and situations. You can automate remediation for frequently occurring issues that need no manual intervention. To learn more, see Remediating-services-and-situations.

Monitor and investigate vulnerabilities
BMC Helix AIOps provides a robust vulnerability management solution to observe the open vulnerabilities affecting your organization’s services, assess the risks associated with these vulnerabilities, and quickly prioritize vulnerability remediation. Leverage BMC HelixGPT to view a human-readable, AI-generated summary of each vulnerability and generate remediation for it. To learn more, see Monitoring-vulnerabilities.

Monitor and investigate vulnerabilities

BMC Helix AIOps provides a robust vulnerability management solution to observe the open vulnerabilities affecting your organization’s services, assess the risks associated with these vulnerabilities, and quickly prioritize vulnerability remediation. Leverage BMC HelixGPT to view a human-readable, AI-generated summary of each vulnerability and generate remediation for it.

To learn more, see Monitoring-vulnerabilities.

Enhance service stability
BMC Helix AIOps enhances service stability by defining resource thresholds for the related Configuration Items (CIs). They ensure that service health is only impacted when resource availability falls below a configured threshold, preventing unnecessary alerts and disruptions. Balancing profiles can be applied individually to services or configured globally from the Service Health page to manage multiple services efficiently. To learn more, see Adding-balancing-profiles.

Enhance service stability

BMC Helix AIOps enhances service stability by defining resource thresholds for the related Configuration Items (CIs). They ensure that service health is only impacted when resource availability falls below a configured threshold, preventing unnecessary alerts and disruptions. Balancing profiles can be applied individually to services or configured globally from the Service Health page to manage multiple services efficiently. To learn more, see Adding-balancing-profiles.

Predict service outages
The AI/ML algorithms in BMC Helix AIOps consume service health indicators and metrics from multi-cloud and hybrid IT environments to predict service outages. Learning about probable service outages prevents smaller issues from becoming larger problems, maximizes IT performance, and saves the time and cost required to manage IT environments. You can identify and fix issues before they happen and reduce the overall MTTR. To learn more, see Predicting-and-proactively-resolving-service-outages.

Predict service outages

The AI/ML algorithms in BMC Helix AIOps consume service health indicators and metrics from multi-cloud and hybrid IT environments to predict service outages.

Learning about probable service outages prevents smaller issues from becoming larger problems, maximizes IT performance, and saves the time and cost required to manage IT environments. You can identify and fix issues before they happen and reduce the overall MTTR.

To learn more, see Predicting-and-proactively-resolving-service-outages.

Reduce event noise and use recommendations from BMC HelixGPT
BMC Helix AIOps uses AL/ML-based event processing techniques to correlate and analyze a number of events into meaningful situations, which reduce event noise, and provide visibility into the key issues that are creating an event storm. BMC Helix AIOps reduces costs by eliminating the need to analyze thousands of events and transforms large amounts of data into actionable information. BMC Helix AIOps connects with BMC HelixGPT to provide AI-generated best action recommendations and generates log insights to help remediate situations. A virtual agent, Ask HelixGPT, is available to investigate the situation further. To learn more, see Monitoring-and-investigating-situations.

Reduce event noise and use recommendations from BMC HelixGPT

BMC Helix AIOps uses AL/ML-based event processing techniques to correlate and analyze a number of events into meaningful situations, which reduce event noise, and provide visibility into the key issues that are creating an event storm. BMC Helix AIOps reduces costs by eliminating the need to analyze thousands of events and transforms large amounts of data into actionable information.

BMC Helix AIOps connects with BMC HelixGPT to provide AI-generated best action recommendations and generates log insights to help remediate situations. A virtual agent, Ask HelixGPT, is available to investigate the situation further.

To learn more, see Monitoring-and-investigating-situations.

Connect with third-party data sources
BMC Helix AIOps breaks down data silos by integrating with multiple BMC solutions or third-party data sources to ingest events, metrics, logs, traces, and topology data. By integrating with multiple monitoring solutions in an organization, BMC Helix AIOps provides a single-pane-of-glass view to IT teams. To learn more, see Data-sources-for-BMC-Helix-AIOps.

Manage risks by leveraging Change Risk Advisory
BMC Helix AIOps connects with BMC Helix ITSM to display the change requests created over a predefined period. When you investigate the change request, the status, AI-generated risk level, severity, and impacted services are displayed in addition to the request details. The number of open situations, situations that occurred in the past due to similar change requests and the status display the current health of the service. By connecting with BMC HelixGPT, BMC Helix AIOps generates insights derived from historical change requests, which helps in making informed decisions proactively before implementing changes. To learn more, see Managing risks.

change request icon.png Manage risks by leveraging Change Risk Advisory

BMC Helix AIOps connects with BMC Helix ITSM to display the change requests created over a predefined period. When you investigate the change request, the status, AI-generated risk level, severity, and impacted services are displayed in addition to the request details.

The number of open situations, situations that occurred in the past due to similar change requests and the status display the current health of the service.

By connecting with BMC HelixGPT, BMC Helix AIOps generates insights derived from historical change requests, which helps in making informed decisions proactively before implementing changes.

To learn more, see Managing risks.

User roles

The following user roles are available out-of-the-box for BMC Helix AIOps . Users can perform tasks based on the assigned role.

For more information, see Roles-and-permissions .

User role	Description	Tasks
Operator	Users belonging to the operator role are operators or site reliability engineers (SREs), who are responsible for monitoring the infrastructure and ensuring system reliability. Operators can access the following UI pages: Overview Services Situations Risks Predictions Configurations > General Settings	View services and service details View probable or root cause analysis View CI topology and service hierarchy View service health insights Monitor and investigate vulnerabilities View service predictions View and investigate situations Run and request automation for impacted services Configure personal settings
Service Designer	Users belonging to the service designer role are responsible for designing efficient, scalable, and user-centric service models that meet business needs. Service designers create detailed blueprints, which can be leveraged to create scalable, dynamic, and reusable service models in a fraction of a time. Service Designers have complete access to BMC Helix AIOps console.	Create and modify service blueprints Create and modify service models Customize health score and status values
Tenant Administrator	Users belonging to the tenant administrator role are responsible for setting up the BMC Helix AIOps solution for other users, managing roles and permissions, and performing other administrative tasks such as configuring ML-based situations and collecting service traces. Administrators have complete access to BMC Helix AIOps console.	Set up the product for operators and service designers 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.

Consult the following table to get started with the product based on your role:

Role	Goals	Where to go
All users	Access and navigate the BMC Helix AIOps console and configure personal settings.	User-interface-overview
Tenant Administrator	Configure advanced settings for ML-based situations, connect with OpenTelemetry to collect service traces, or set up a connection with Microsoft Teams.	Administering
Service Designer	Create service blueprints, services, and service models.	Building-service-models
Operator	View a real-time summary of the health, performance, and availability of the services in an IT environment.	Monitoring-key-performance-indicators-and-entities
	Monitor the health of the services, identify and view details of an impacted service to analyze the root cause, view impact across the CI topology, and get insights into the service behavior in the last 15 days.	Monitoring services
	View situations and investigate policy-based and ML-based situations.	Monitoring-and-investigating-situations
	Assess and prioritize the risks associated with the security vulnerabilities affecting the services in your organization and automatically generate remediation content and scripts by BMC HelixGPT.	Monitoring-vulnerabilities
	View service outage predictions.	Predicting-and-proactively-resolving-service-outages