Agentic AI capabilities in BMC Helix ITSM

BMC Helix ITSM offers generative AI capabilities powered by BMC HelixGPT to help IT teams fix issues faster using simple, natural language searches. It gives quick summaries, helpful suggestions, and easy-to-understand insights to simplify IT support. BMC HelixGPT offers autonomous AI agents to help work better together, solve problems quickly, and get more done.

AI agents in BMC HelixGPT work with minimal human input and leverage large language and action models (LLMs and LAMs). They can complete tasks independently and improve over time. These agents automate routine processes, enhance user experiences with fast, intelligent responses, and integrate smoothly with other applications to boost productivity through accurate, context-aware solutions.

AI Agents in BMC Helix ITSM

The following table lists the BMC HelixGPT AI Agents that are used in BMC Helix ITSM:

AI Agent	User roles	Capabilities	Reference
Service Collaborator	Service Desk Agent	Use Agentic chat or Ask HelixGPT to perform the following actions:  Get a conversational experience by asking questions about incidents, change requests, or information from published knowledge articles, and receive summarized answers.	Searching for information by using Agentic chat
	Service Desk Agent	Use Agent Assist to perform the following actions: Get resolution insights for an incident Use predefined questions to get answers to your queries. Get summarized resolution notes while resolving or closing incidents.	Finding information to resolve incidents by using Ask HelixGPT Resolving tickets with the help of Ask HelixGPT
	Administrator	Enable automatic responses to inbound emails with a summary of information from relevant knowledge articles, recommended resolution, and an option to resolve the incidents.	Leveraging Service Collaborator for automatically responding to inbound emails
	Service Desk Agent	Generate a concise and structured summary of incidents for a faster resolution.	Generating an incident summary for faster resolution
	Administrator	Enable and customize Major Incident Reports (MIR) by leveraging BMC HelixGPT	Enabling the creation of major incident reports by using ITSM agent
	Service Desk Agent	Generate Major Incident Reports (MIR) by leveraging BMC HelixGPT
	Service Desk Agent	Get incident triage prioritization through autonomous urgency and impact prediction. Enforce autonomous high-prioritization of incidents for VIP users. Get best action recommendations autonomously to resolve incidents.	Using Service Collaborator to manage incidents through autonomous actions
	Problem Coordinator	Get an autonomous analysis of problem candidate clusters by using the 5 Whys approach.	Analyzing the problem candidate clusters by using the 5 Whys approach
BMC Helix Ops Swarmer	Service Desk Agent	While using the Microsoft Teams channel from incidents, you can perform the following actions: View incident summaries, add and view work notes for incidents, receive chat summaries, and access participant timelines for incidents. Get incident details by querying with a partial or the last part of the incident number. Get information from additional fields, HPD:Association form, or any fields from an external third-party in the incident details. Get participant recommendations for incidents and change requests. If XMatter or PagerDuty is configured, get the on-call person for the support group and provide the recommendation. If BMC Helix ITSM is integrated with BMC Helix AIOps, get Situation details from BMC Helix AIOps. View a visual representation of the incident timeline in the Ops Swarmer chat.	Launching Ops Swarmer for collaboration
Knowledge Curator	Service Desk Agent	Create knowledge articles in BMC Helix Knowledge Management by ComAround directly from BMC Helix ITSM incidents without navigating away from incidents.	Creating knowledge articles from incidents by using Knowledge Curator

To use the Agentic AI capabilities, an administrator must enable BMC HelixGPT and Agentic AI capabilities in BMC Helix ITSM. Learn how to configure BMC HelixGPT for BMC Helix ITSM in Configuring settings to use Agentic AI capabilities.