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 | Capabilities | Persona | Reference |
| Service Collaborator | Use Agentic chat or Ask HelixGPT to perform the following actions:
| Service Desk Agent | Searching for information by using Agentic chat |
| Get summarized resolution notes while resolving or closing incidents. | Service Desk Agent | ||
| Predict and assign incidents to relevant support groups for quicker resolution. | Service Desk Manager | Intelligent routing for accelerating incident resolution | |
| Enable automatic responses to inbound emails with a summary of information from relevant knowledge articles, recommended resolution, and an option to resolve the incidents. | Administrator | Leveraging Service Collaborator for automatically responding to inbound emails | |
| BMC Helix Ops Swarmer | While using the Microsoft Teams channel from incidents, you can perform the following actions:
| Service Desk Agent | Launching ChatOps for collaboration |
| Knowledge Curator | Create knowledge articles in BMC Helix Knowledge Management by ComAround directly from BMC Helix ITSM incidents without navigating away from incidents. | Service Desk Agent | Leveraging Knowledge Curator for creating knowledge articles from incidents |
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.
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