BMC Helix Operations Management with AIOps Reviews

I have been using BMC Helix Operations Management with AIOps for three years. This is part of my daily routing and business activities. Every day, cross-functional team collaborations require BMC Helix Operations Management with AIOps. We have the Smart IT tool integrated with BMC Helix Operations Management with AIOps. I use BMC Helix Operations Management with AIOps daily along with the new Smart Reporting.

We use BMC Helix Operations Management with AIOps for all major and minor incidents that occur every day. We manage billions of millions of customers daily. We have multiple applications for monitoring in place, including Datadog, Splunk, and AppDynamics, all integrated with BMC Helix Operations Management with AIOps. As part of IT operations, my job is to handle problem management and ITIL-related tasks. When we observe any downtime in a specific T-Log or if any specific call is failing, the AI operations in Helix looks through all the computer data immediately and points out the exact reason why it might happen. It also refers to previously reported incidents and gives us the correct summary about the incident that is taking place. I have seen features that predict problems very early. The system in Helix Operations Management with AIOps watches how computers normally behave. If a server starts acting strangely, such as getting too hot or running out of memory, the AI warns the team before the system crashes. For us, when major systems break down, whether it is applications, sites, or commercial operations, every minute means cost savings. Instead of human engineers spending hours looking at different tools and arguing about what is broken, BMC AI acts as a digital detective. It immediately analyzes the data, tells exactly what is happening and what is broken, and can even fix it automatically. This combination of finding the problem instantly and fixing it without human delay is the best reason for me to use the software daily.

Imagine a payday where I observed thousands of people in my company trying to log in and check their bank accounts. We manage finance operations. The incident could be the app suddenly crashing or any specific service failing. It might be downloading statements, logging into the mobile application or web portal, or conducting transactions. We have a specific T-Log for all services. In situations where users cannot log in, the server is running out of resources, systems are slow, or the database is taking longer to respond, this is humanly not possible to manage manually. I have seen how Helix saves so much time by clearing the noise for us. Helix looks at all thousands of alerts and groups them together. It tells my team that they should not panic about two thousand separate alarms because this is just one single alarm. With root cause analysis, it acts as a detective. Helix looks at the maps of how systems connect and finds the true culprit. When it comes to fixing the problem, instead of waiting for a human to wake up and read an email, Helix triggers an automatic command which instantly provides more memory, restarts services, and does whatever the specific API needs to achieve service restoration.

The best feature could be the heat map. Instead of looking at a boring, confusing list of text and numbers, Helix gives me a visual heat map. It displays my entire system using color-coded tiles, with green for healthy, yellow for warning, and red for broken. It is very easy to acknowledge what is going wrong. The heat map is very useful. Another valuable feature could be anomaly detection. Traditional tools only alert after the server crashes. Helix monitors everything and keeps track of how my systems behave normally. If a database starts acting slightly weird or slower than usual, the AI detects the anomaly and warns before the service interrupts or breaks down. These features help me tremendously.

Imagine when my manager was sitting in the IT command center last Friday. The previous day, they had to watch fifty different screens with thousands of lines, sitting in a closed room and scrolling through multiple text displays and multiple dashboards and widgets. It was very stressful for them and impossible to read very quickly. Now with the heat map, my team and my manager look at everything instantly and see any issues with billing cycles, payment authorizations, and checkouts. They can see it instantly turn green or change from green to red or red to green. They click the exact square and it zooms into the specific cloud database that is struggling. It saves time. The team knows exactly where to look within five seconds of a problem happening, instead of guessing and checking every possible scenario. When it comes to anomaly detection, standard IT tools use strict rules. For example, we might set a rule to alert if server memory goes above ninety percent. But what if a server slowly runs out of memory over three weeks or what if it acts weirdly? With anomaly detection, the AI flags this tiny shutdown as an anomaly, which we can describe as unusual behavior, and sends a warning message to us. We know it is customizable.

Things that could be better include making the dashboard easier to customize. I have seen the screens and dashboard look good, but modifying them can feel like a difficult task. My team wants a simpler drag and drop experience so that they can customize their daily views without needing advanced technical skills. They also need to set up the cloud version. Shifting to a SaaS-based cloud operations solution could be an easier approach. There are fewer training guides on the operations, which was a little critical previously, but it has changed to some extent. Because the AI features are so advanced, learning and configuring the algorithms can be very tricky. It is complex for us. My team often wishes that BMC provided clear step-by-step documentation or standard operating procedures and simple video guides that can help any new joiner or beginner get started with the tool.

Because it is a complex system, it takes a long time for a regular IT worker or administrator to learn how to set up, configure, and use all its advanced features. The cost is also high. It is an expensive tool, which means it is usually too costly and heavy for small companies. The complexity could be improved. That could be the area of improvement for me.

I have been working in my current field for three years.

BMC Helix Operations Management with AIOps is very stable and reliable. I have shared metrics previously.

It handles very well. On Friday night, even when multiple customers visit our website, the systems handle it very well. I have not seen any major downtime while working with BMC Helix Operations Management with AIOps. We have multiple sales during a year, including Black Friday, Easter Monday, and different mobile phone launches. To date, I have not seen any downtime working with BMC Helix Operations Management with AIOps. When our operations work at full capacity, BMC Helix Operations Management with AIOps works for us very well.

The customer support for BMC Helix Operations Management with AIOps is good. The first response in an emergency, if a major incident happens, carries very strict SLAs for critical problems. Support engineers usually respond within thirty minutes to help us fix the issues. They have deep technical knowledge. The front-line technical support workers are very knowledgeable and understand the complex AI features very well. They can quickly help us figure out why the algorithm or a server map is not working right. They have a strong dedicated partnership.

I am not aware about this one because my manager is responsible for pricing, setup costs, and licensing. The higher team and the admin are more responsible for this. I am just an employee using BMC Helix Operations Management with AIOps, but I am not aware about the pricing, setup cost, and licensing.

We have seen a huge return on investment when we shifted to this tool. My company spotted a return on investment up to three hundred percent over three years. For every single dollar my company pays for BMC Helix Operations Management with AIOps, we get a return. When it comes to saving employee time and cost, it has increased IT worker productivity by twenty percent and completely automated up to twenty-five percent of support tickets. In a traditional eight-hour work day, the AI takes over repetitive everyday troubleshooting tasks. This instantly gives IT workers back nearly two hours every single day. Instead of resetting several systems manually, they can spend time building new software features for the company. We have safely freed up over fifty percent of employees from basic help desk duties.

We have seen pretty good growth in our targeted EBITDA. We have achieved one hundred twenty-five percent of the goal which we set at one hundred percent. The outcome for us is an eighty percent reduction in the manual effort spent on managing different kinds of incidents, which is now automated with AIOps, saving eighty percent reduction in manual efforts. With fixing issues very quickly, which cuts down the MTTR rates for us, we have seen fifteen percent to fifty percent faster MTTR within just six months of using BMC Helix Operations Management with AIOps. For example, banking applications used to crash multiple times and it used to take two hours to fix. Now with BMC Helix Operations Management with AIOps, it helps us find the root cause and get it back online in less than an hour. It also silences the noise. Helix uses machine learning to achieve a fifty percent reduction in event noise. Instead of my manager receiving thousands of stressful email alerts on a morning shift, the AI cleans up the mess and groups them into just one or two actual situations. It definitely saves time, saves productivity, and eliminates frustrations. With BMC Helix Operations Management with AIOps, we have seen eighty percent less manual efforts spent on managing different kinds of incidents and problem management. We have seen fifty percent faster recovery time within the first six months of shifting to BMC Helix Operations Management with AIOps. We have also seen increased system reliability because the AI caught issues very early, as we discussed with the anomaly detection. By catching anomalies early and grouping them together, the software prevents any major outage in my organization. For companies such as ours, avoiding just a single hour of major system shutdown can save hundreds of thousands of dollars in loss of business and penalties.

Moving to BMC Helix Operations Management with AIOps changed more than just the technology for us. It completely transformed how our team works together. In a traditional setup, different kinds of IT teams used to operate in a triaging pattern. When systems break, everyone blames each other. The software developer blames the network team and the network team blames the database team. This used to happen very frequently. Now instead of arguing over who is at fault, everyone looks at the exact same data in one place and fixes the issue together immediately. This provides a single source of truth for us. The visual heat map and the service map provide a single shared screen that everyone can see. Shifting to BMC Helix Operations Management with AIOps was one of the great moves we made. It has changed how we used to do the work before because it eliminated up to eighty percent of manual work and false alarms for us. The team finally gets their time back instead of working on high-stress isolations. Our team can collaborate on building new automated features that help the business grow. Previously, in a traditional way, it was too difficult for us, but now it is very stress-free. In spare time, we can have fun together, share lunch timing together, and enjoy activities together. This creates a healthy environment for us as well. I would rate this review an eight out of ten.

Public Cloud

Amazon Web Services (AWS)

Over the past five years, I have architected ITSM solutions, inclusive of BMC Helix Operations Management with AIOps, on several federal agencies type of solutions. As a solution architect, I conducted assessment of current conditions, wrote proposals and operational plans of how to utilize the solution across certain spectrums of supporting those agencies and reducing the MTTRs and finding additional guidance in encompassing ITSM, service desk, and also improving the overall operational posture.

We have different scenarios regarding how BMC Helix Operations Management with AIOps is deployed in my organization. We do not have BMC Helix Operations Management with AIOps at my personal own organization, but we deliver the solution based on client requirements at the federal space. As I mentioned, the feedback has been consistently very positive from project managers and program managers reporting back to the headquarters. We have seen good positive traction on features and metrics and overall performance, supporting directly and indirectly certain criteria in the federal space. So we have been very happy, but we do not have an existing need for BMC capabilities at that level, being a small business without the criteria of utilizing such capabilities. However, we deploy and manage and support large environments at the federal space in many different agencies.

The idea of going through modernization efforts across the federal agency has been the flagship of interest across the federal government since maybe 2018 until today, and this is a continuous focus at the federal space. Given the specific spectrum of modernizing a specific environment, it had us look into the current number of tickets, the quantitative analysis behind the rationale or the root cause of many different types of problems that created patterns or created performance bottlenecks, causing delays. Given the criteria of interest of applying or maturing through the journey of implementing Zero Trust Architecture, for example, it gave us the opportunity to utilize BMC Helix Operations Management with AIOps as the fundamental foundation to come close to those modernization efforts, bringing more availability of data points, accessibility, reducing the 404 error messages across the network, identifying areas of continuous focus and continuous improvements. It really created a lot more agility and also in deployment of new applications that other development teams have been working on through the other spectrum or the other pillars of modernization efforts.

Reducing the MTTR has really been the focal point with BMC Helix Operations Management with AIOps. Having to reach a point of recovery, improving the tier zero tickets where users are finding it easier utilizing MFA, not through just emails, but also through phone and mobile phones, and what have you. It became a somewhat easier way to bring accessibility into a faster turnaround. Tier zero tickets have been really an area where we utilized chatbots. That is where AIOps of BMC capabilities brought additional closure for those users to utilize the automated ticketing and finding a quick resolution, having to avoid running into a queue and then follow up and back and forth type of reactive work. It also brought us into a more proactive spectrum of really reducing the number of tickets across the environment, reducing the MTTR in general, identifying areas where we bring availability of resources faster, given the spectrum of integrated microservices architecture. Having moved many of those agencies to the cloud in the past several years, the integrative nature of capabilities across BMC Helix Operations Management with AIOps solution had granted us the flexibility and the agility to do so.

As I mentioned, the ease of flexibility, the ease of accessibility for users in terms of the tier zero tickets, the agility of deployment granted across different resources, and the integrative nature of working in the cloud with BMC Helix Operations Management with AIOps all these features really brought more business confidence to the operational spectrum that we were managing. It reflected a great image for us as a vendor working with the federal space. We have been commended by many task managers and enterprise stakeholders on how well the solution delivered quality output. The reporting reflected a lot of different improvements in many different areas where the capabilities reside. It also made the data residency and the restrictive nature of accessibility somewhat more of an addressed type of requirement, given the spectrum of Zero Trust Architecture being implemented gradually and reaching several maturity points or milestones, giving us another layer of continuous improvements that we got commended on.

Definitely, the integrative nature of easing and supporting the agility of deployment of new applications, given the spectrum of having the government work on many legacy systems over the past couple of decades, given the maturity of cybersecurity, are the best features BMC Helix Operations Management with AIOps offers.

BMC Helix Operations Management with AIOps helped us bring the attack surface to a minimal. Zero Trust Architecture has been a long common term that many people discussed and provided different aspects of how and why and mainly all the W's, such as why, how, and whom and all that. Overall, BMC Helix Operations Management with AIOps had brought us into more agile dynamics that helped us improve the security posture as well.

Cost reduction has been the main business driver or area of interest, having us to be a vendor with the government residing in many different agencies for more than a decade with BMC Helix Operations Management with AIOps. It did improve our image as a vendor that is focused on not only bringing excellence type of spectrum to the operations, but also working on automated solutions that did help in cost reduction. Spending always becomes into the dynamics of many question marks, and having to be driven by cost reduction as one of the highest level benefits and the interest on every stakeholder's radar at the federal space and our own environment as well. Cost reduction has been definitely the main key that everybody had recognized. Unfortunately, I do not have a specific type of metrics, but the percentages are quite obvious in terms of in parallel to claiming many different levels of cost reduction. The time frame taken to reduce the number of tickets, reducing the outages time frame, the recovery from initiating a ticket to time to recovery, all those metrics have been really within a similar range of being claimed by BMC or even more in some scenarios. That gave us a very positive image as an agile vendor that came in and brought a highly valuable solution that drove cost reduction, that drove better return on investment, that drove more business confidence and highly automated spectrum and also it did improve overall cybersecurity aspects of the operations as well.

We have experienced in many areas anywhere between 8 to 13% after implementing BMC Helix Operations Management with AIOps. There are some other areas that we had experienced a lot more or in some cases the minimum amount of reduction in terms of time frame been 5 to 8%. At the highest end, we have experienced between 11 and 21% of the time taken to resolve tickets, given the spectrum that we run into some environments that have high peak seasonal aspects, given the spectrum of a specific agency where they have a marketplace utilizing a specific high traffic times of the year. Some other agencies have more consistent usability and accessibility issues, given the spectrum of the crowd or the user pool given into a specific division or a specific area of operations. Different agencies have utilized more and the overall percentages have been really admirable. Everybody was very happy with the results in terms of cost reduction, the agility, the flexibility, the ease of deployment of new applications. The sense of utilizing better ROI has been the overarching benefit at large.

I have worked in an R&D environment where we have continuous research and continuous development focus on how to improve specific aspects of a specific offering, whether it is a product or a service or a combination of product and service with BMC Helix Operations Management with AIOps. I have seen over time, over the past maybe decade or maybe a couple of decades, different areas of improvements. There is always room for improvements. As of now, I think having that level of automation, the integrative nature where the solution parameters bring residency across protecting data, across bringing better functionality across the operational environments, really brings a great deal of admiration. I do not see any immediate area that could require a lot more advancements, but I am sure BMC will be looking to maybe improving certain criteria depending really on the given spectrum of a specific environment. Maybe looking into an ad hoc assessment for certain environments could be suitable to address what areas could be addressed differently.

Regarding needed improvements for BMC Helix Operations Management with AIOps, people always love to see more criteria of functionality, but those are things that maybe could be addressed in different ways. The flexibility of dashboards is really fantastic. Maybe that is one area that everybody might have a different way of looking at a dashboard, but customizing dashboard capabilities has always been an area of discussion. Outside of that, the sustainability of the features available today, given the spectrum that each version brings different type of updates and what have you, could utilize a lot more than a single opinion. It could maybe take a group discussion, it could take cross-functional type of sessions to really brainstorm about what areas will be in need of improvements. The overall solution brings, in parallel to ITIL 4 continuous improvement strategies, a great traction on how we can focus on continuous improvements at large. Hopefully we can see more in the future.

Having the capabilities to integrate with microservices architecture really brought the cost reduction benefit right at the top of the scale for many agencies where they grant flexibility, realizing only needed resources at the cloud, and the deployments have been very agile, bringing everybody into a fast and unique agile sense of doing business. Improving the business confidence has been also another area that we had utilized a great amount of feedback in that regard.

Cost reduction has been the main business driver or area of interest, having us to be a vendor with the government residing in many different agencies for more than a decade with BMC Helix Operations Management with AIOps. It did improve our image as a vendor that is focused on not only bringing excellence type of spectrum to the operations, but also working on automated solutions that did help in cost reduction. Spending always becomes into the dynamics of many question marks, and having to be driven by cost reduction as one of the highest level benefits and the interest on every stakeholder's radar at the federal space and our own environment as well. Cost reduction has been definitely the main key that everybody had recognized. Unfortunately, I do not have a specific type of metrics, but the percentages are quite obvious in terms of in parallel to claiming many different levels of cost reduction. The time frame taken to reduce the number of tickets, reducing the outages time frame, the recovery from initiating a ticket to time to recovery, all those metrics have been really within a similar range of being claimed by BMC or even more in some scenarios. That gave us a very positive image as an agile vendor that came in and brought a highly valuable solution that drove cost reduction, that drove better return on investment, that drove more business confidence and highly automated spectrum and also it did improve overall cybersecurity aspects of the operations as well.

A round number would be nine for BMC Helix Operations Management with AIOps. To be very accurate, 9.5 if that is acceptable.

A perfect 10 is, again, as I mentioned earlier, really relevant to a specific environment. As an enterprise solution, you cannot really make one box that fits all or one frame that fits all. There are areas that we as a vendor could also utilize additional modification or specific development effort to really make a perfect fit. But in at large, looking at the big picture, nine is really a perfect number. I think that 10 out of 10 is a scenario that would bring the solution more into a total agreement coming out of the box, which is absolutely true in many cases, but not necessarily every one case out of 100 cases that you might consider looking at. This is why I choose the nine. But between you and I, it is a 10 out of 10, that is for sure. I would rather keep that 10% flexibility to maybe act as a motivator type of element for continuing development, continuous improvements, and more suitability to different environments.

I would definitely recommend utilizing BMC Helix Operations Management with AIOps. It really brings agility, it improves business confidence, it reduces costs, it brings integrative nature in cloud environments regardless of the architecture if you have hybrid, if you have fully deployed cloud systems, or you even have private clouds. It really brings a great deal of functionality. It supports data security and daily compute capabilities in terms of availability. It gives a great dashboard capabilities for you to address your business needs. It supports planning for aspects of scalability and future planning. It is an overall highly valuable type of solution that does not leave anything behind. It has a full picture of your business needs. The customization capabilities could add another unique element of special needs or ad hoc requirements depending on your own environment. I gave BMC Helix Operations Management with AIOps a review rating of 9 out of 10.

BMC Helix Operations Management with AIOps contains many excellent features within the AIOps bundle. The best features for me are the AI capabilities, specifically the Insight Finder, the Log Analyzer, and the Change Advisor, which combine artificial intelligence with platform data to analyze all information and simplify processes for IT managers and support staff. The monitoring panel provided for the Network Operations Center works seamlessly with the solution and displays all relevant information for incidents or system outcomes. The artificial intelligence operates independently and provides all necessary information for making informed decisions to resolve problems faster and more effectively. Additionally, integration with the automation component allows you to automate solutions and achieve self-healing features within the platform, making AIOps in monitoring and service monitoring the best product on the market in my opinion.

Machine learning algorithms in BMC Helix Operations Management with AIOps help my customers significantly with IT decision-making by providing a substantial amount of information quickly and in an understandable format. Once the AI learns about your infrastructure, it delivers extensive information that is easy to access. The platform is driven by agentic AI, supplying numerous agents that provide extensive assistance. For instance, in the DWP, end users and managers can engage an AI agent, the employee navigator, for approvals or to address problems in critical services without completing forms. This chat-based interaction creates a different experience for the end user. Similarly, a Network Operations Center operator working with service monitoring can query an AI agent about logs, gaining insights and answers about incidents, which transforms them into specialists who resolve incidents more rapidly.

The analytics feature in BMC Helix Operations Management with AIOps helps identify issues and root causes, making the process of treating an incident much faster. Without AIOps in your infrastructure, it typically takes approximately two hours to understand an outcome of a critical system, but with AIOps, you can accomplish this in minutes without gathering all the specialists. The artificial intelligence performs all the analysis for you, generating a report with detailed information on solving it and who solves it, allowing you to aggregate automations to act independently. This is a significant differentiator from the competition that Helix offers. Although I primarily work with BMC Helix Operations Management with AIOps because of AIOps, ITSM is common for everyone. BMC Helix ITSM contains substantial artificial intelligence, and its integration with AIOps is excellent, but AIOps stands alone without competition. ServiceNow's AIOps is not as good as BMC Helix Operations Management with AIOps, and other competitors do not approach ServiceNow, making AIOps unparalleled in the market. Therefore, I am focusing on promoting and exploring this module within enterprises.

If you have AIOps, the downtime is considerably less than if you do not have it. Without AIOps, downtime for incidents will negatively impact your business, but with AIOps, you can reduce the downtime, and the way the platform operates allows you to prevent incidents. After installation, once AIOps learns about the infrastructure over approximately one year, it will prevent incidents from occurring by identifying anomalies that avert impact to your business. This is a strong selling point for BMC Helix Operations Management with AIOps when presenting it to clients.

BMC Helix Operations Management with AIOps provides a unified view across hybrid environments seamlessly. It does not matter whether you have an on-premises data center or are using cloud or multi-cloud environments. Once all infrastructure is discovered, whether on-premises or in a cloud, it becomes an IC within the platform. From that IC, you can create dynamic and service models. With these service models integrated into the monitoring module, the AI handles the rest, gathering information and learning about the services you have, facilitating incident response. The AI can even identify whether a change causes an incident. The unified view aligns with the ServiceOps concept that Helix and ServiceNow are developing, integrating operations with IT services in your enterprise for mutual benefits.

The technical support for BMC Helix Operations Management with AIOps is excellent if your platform is in production, but if you are conducting a proof of concept on a client site and encounter issues in the platform that are not in production, you will have a difficult time gathering help. I have experienced this firsthand in a couple of proofs of concept using discovery. It is not easy and takes longer to receive assistance, primarily because the support team prioritizes production environments. This means that problems in a demonstration environment do not receive the same immediate attention, making it acceptable but highlighting a challenging aspect of the support you would receive.

I have been dealing with the product for approximately three years since I began working with it in 2023.

Many of my customers consider its pricing in Brazil to be high, which could be a challenge. However, when assessed against the benefits and positive outcomes it yields, particularly when applied to critical business systems, an ROI can validate the investment in the platform. The difficult part lies in convincing them of its value, as typically, while customers appreciate the features, the discussion around pricing proves challenging. In Brazil's current economic climate, exacerbated by the government situation, selling such solutions has become increasingly difficult.

I am dealing with BMC Helix Operations Management with AIOps, specifically the AIOps component.

I do not see any disadvantages regarding BMC Helix Operations Management with AIOps; it is a great platform. The only disadvantage comes from not having AIOps. Once you utilize it, it surpasses any alternative in the market. There is a learning curve for your team or the need to hire an integrator for setups, which is not as straightforward as advertised, yet this challenge is comparable to the competition. Implementing AIOps is still considerably easier than ITSM. A project in a significant corporation might take around three months to go live, and by the second month, you could already showcase its capabilities and business benefits. Therefore, I find AIOps, in comparison to competitors, stands well ahead in the market, especially with its integration into ITSM. ITSM benefits from AIOps, and clients are acquiring AIOps to enhance their existing ITSM solutions, making it a highly satisfactory investment.

In Brazil, customers have the alternative to purchase BMC Helix Operations Management with AIOps either directly from BMC, via the AWS Marketplace, or through third-party resellers. In the public sector, selling involves political influences and a slower process, making it challenging. In the private sector, price sensitivity hampers sales efforts, as they generally prefer inexpensive solutions. Most of my deals with larger private sector companies see them buying licenses directly from BMC, and I typically handle only the service part, which does not offer substantial financial compensation to resellers. This model complicates project feasibility, as private sector clients often bypass resellers, opting instead to purchase directly from BMC while relying on us for implementation and support.

I would rate this review a nine out of ten.

I use BMC Helix Operations Management with AIOps more often for incident management and change management on the Smart IT console.

I mainly use BMC Helix Operations Management with AIOps for incident management wherever I get alerts or notifications for high and critical incidents based on the dashboard I have created for both incident and change management. I recently recorded a critical incident for certification issues, and thereby I was able to take quick actions on that when I was using Operations Management.

I do use BMC Helix Operations Management with AIOps for creating dashboards that show daily incident statuses, the criticality of those incidents, and the SLAs on which the incidents are working, along with notifications that help when I use the dashboards. I also try to use the risk management feature available in BMC Helix Operations Management with AIOps.

The best features BMC Helix Operations Management with AIOps offers are the dashboards, risk management, and the Smart IT that is configured with AIOps.

The dashboards in BMC Helix Operations Management with AIOps help me give more insights about notifications, the criticality of incidents, and the configured notifications for errors occurring from my integrations with other systems. This way, I will know where integrations are failing, and I can take necessary actions before causing significant issues in the system that would harm user performance or operations management. I try to reduce problems by reviewing the dashboard daily, and the notifications also help me take necessary action before the issues get more severe.

The Smart IT console in BMC Helix Operations Management with AIOps is more user-friendly compared to classic BMC Remedy. It allows users to add their own filters and some customizations, and it shows all incidents, changes, or ITSM elements on the same page, which is really helpful for us.

BMC Helix Operations Management with AIOps has positively impacted our organization mainly through the dashboards configured based on our requirements, the user-friendliness of the Smart IT console, and other risk management configurations. I am also exploring more features, and it is helping reduce issues that could occur in the future.

BMC Helix Operations Management with AIOps has improved a lot, and at present, I am not seeing anything more that needs to be changed. It is going better, and if it continues to work the same, that will be better.

Regarding the configuration and documentation of AIOps, it would be beneficial to have more available resources for users, and if any customization can be documented in BMC or AIOps, that would be helpful.

I have been using BMC Helix Operations Management with AIOps for the past one year.

BMC Helix Operations Management with AIOps is stable at this time.

I have scaled BMC Helix Operations Management with AIOps with data and users, not to a very high level but to a medium level, and I can see that the platform has performed well for my users.

I reached out to customer support for BMC Helix Operations Management with AIOps, and they solved my issues quickly, providing detailed explanations about the issues and how to handle them in the future, which has been a good experience.

I would rate customer support for BMC Helix Operations Management with AIOps an eight out of ten.

Positive

I was using classic BMC Remedy before BMC Helix Operations Management with AIOps, and I switched because I gained more features that enable me to resolve incidents faster and with reduced time.

The return on investment with BMC Helix Operations Management with AIOps has been positive since I have saved money by resolving incidents or tickets before breaches. The time saved is also significant, as with the documentation available, two or three members can manage my ITSM, thereby reducing employee numbers.

My experience with pricing, setup costs, and licensing for BMC Helix Operations Management with AIOps has been good as I receive all licenses with AIOps and do not have to ask separately for licensing.

I have seen a decrease in incidents where I took actions before they escalated. I created known error or problem management tickets, thereby reducing incidents and decreasing resolution time as I could track potential future issues and thus reduce critical incidents from happening.

I would advise other customers to use BMC Helix Operations Management with AIOps because it really helps reduce time and cost, and I receive excellent customer support from BMC for this product. I would suggest going with this feature.

BMC Helix Operations Management with AIOps is very useful for the future due to its enhanced features, especially with the dashboards and ITSM management. I would advise other customers to use it, as it has significantly helped our customers scale their operations very well. I gave this review a rating of nine out of ten.

Public Cloud

Other

My main use case for BMC Helix Operations Management with AIOps is capacity management.I use BMC Helix Operations Management with AIOps for management primarily through its continuous optimization aspect, so I use it for long-term forecasting, preventative measures, and proactive problem records.I use BMC Helix Operations Management with AIOps to leverage the optimizer for predictive analytics and machine learning while working with problem management to identify root cause and resolve it.

BMC Helix Operations Management with AIOps offers the single glass pane as its best feature.The single glass pane feature in BMC Helix Operations Management with AIOps gives me an overview of where things are concerning, allowing me to drill down into finer detail about the issues and then focus my operations teams to resolve them before they impact users.Using predictive analytics and machine learning features in BMC Helix Operations Management with AIOps, particularly baseline analytics and looking at historical data and deviations from baseline, helped me identify a problem with Microsoft Defender that affected multiple customers, not just one.BMC Helix Operations Management with AIOps has positively impacted my organization by reducing our emergency changes and flipping our problem records from reactive to proactive, so we're getting to things faster before they impact users.In one specific case, we had about 80 problem records through capacity management for one customer I worked on for a number of years, where only two of them were reactive and all the rest were proactive.

BMC Helix Operations Management with AIOps could be improved with better documentation for things like Helix Dashboards.Documentation for a broader range of examples and use cases could help show what you can actually do with the power of the tool.

I have been using BMC Helix Operations Management with AIOps for about the last two to three years.

BMC Helix Operations Management with AIOps is stable.

The scalability of BMC Helix Operations Management with AIOps is very good, as the cloud-based solution gives you the flexibility to scale as your business grows.

BMC Helix Operations Management with AIOps customer support is awesome.

Negative

We previously used on-premise TrueSight Capacity Optimization before upgrading to BMC Helix Operations Management with AIOps through Helix Continuous Optimization cloud-based.

We have seen a return on investment, managing to reduce actually half an FTE.

My experience with pricing, setup cost, and licensing for BMC Helix Operations Management with AIOps is that licensing in some cases can be ambiguous, but broadly speaking, it's slightly on the expensive side, though it's very high value.

Before choosing BMC Helix Operations Management with AIOps, we evaluated other options including Pyramid Analytics, Power BI, and Splunk.

My advice for others looking into using BMC Helix Operations Management with AIOps is to look beyond the license cost and see what value it can bring to your organization across your ITIL processes, ensuring that your ITIL processes are fully interfaced and mature, which will accelerate your meantime to resolution and everything in that regard.Other than being a holistic product, BMC Helix Operations Management with AIOps is better than other vendors and other monitoring solutions that don't integrate across the stack and across the ITIL processes.I give BMC Helix Operations Management with AIOps a rating of 10.

Public Cloud

Other

I'm working in the BMC partner in Indonesia that sells and implements a couple of BMC solutions, including BMC Control-M, and then the monitoring part, as well as the asset management family. In my country, we are approaching several customers to install AIOps, as Indonesia is not as advanced compared to America or Europe, meaning we are about five years behind, but there's keen interest from existing customers.

The first valuable feature I find in BMC Helix Operations Management with AIOps is that you get the best ITSM tool, which should become the gateway. This means a good seamless connectivity or connection with other tools and modules in the AIOps.

BMC Helix Operations Management with AIOps provides the best feature through its seamless connection from monitoring to Remedy ITSM, which is a famous ITSM tool in the world besides ServiceNow. The second feature involves BMC acting as a Manager of Manager, categorizing event notifications from existing monitoring systems according to severity levels.

To improve BMC Helix Operations Management with AIOps, commercially, they likely need to remake the licensing model so that customers can choose what they need instead of a buffet-style package, and they are considered very expensive, especially in Indonesia.

I would like to see full AI implementation with their own AI engine in BMC Helix Operations Management with AIOps, eliminating the need for external engines, allowing for deeper technical engagement with users.

BMC Helix Operations Management with AIOps monitoring itself is about probably just a couple of years, five years I think, while the monitoring part is new. For the monitoring, they call it TSOM or TrueSight Operation Management, which is about probably five to seven years of age.

I would rate BMC technical support maybe an eight, because while they are helpful, their support typically comes from India and often has to escalate issues to more senior levels, resulting in delays.

Positive

BMC Helix's capability to provide a unified view across hybrid environments is pretty good because they are quite advanced in this area. They have two models, cloud and on-premise, which are quite mature and good in their field.

BMC is reasonably expensive because they are in the enterprise layer, offering high-quality solutions, but they are very powerful tools to be used. If customers are only looking for a single ITSM without leveraging the full AIOps solution, then it may not be worth it once they see how powerful these tools are.

Automation functionalities are definitely useful, especially for medium to big size companies, as I don't think they can do without it nowadays.

In terms of resource utilization, if a customer is going to implement automation, infrastructure is no longer an issue for them. They will need container-based solutions, and not just minimum specs but larger specifications.

Machine learning algorithms have indeed helped my customer's IT decision-making, acting as a worthwhile selling point for BMC Helix Operations Management with AIOps and ensuring everything runs smoothly.

To measure the improvement provided by machine learning algorithms, it's essential that existing tools data is present for the AI to learn from. BMC Helix Operations Management with AIOps will analyze behavior and perform statistical data analysis to make proposals to the user, but if the customer lacks historical data or doesn't engage with the tools, it becomes ineffective.

I would rate BMC Helix Operations Management with AIOps a seven and a half, factoring in both technical and non-technical aspects. I definitely expect additional features from them in the future.

Hybrid Cloud

Other

I primarily use BMC Helix Operations Management with AIOps for monitoring all the servers and the entire structure of our customers.

The AI and machine learning capabilities within BMC Helix Operations Management with AIOps provide a significant advantage in the monitoring aspect. Proactive monitoring is a key feature where AI and machine learning, based on past behavior, predict and provide information on potential situations that could develop. It is fascinating how it studies server behavior and forecasts possible outcomes.

From my perspective as a customer, especially from tool administration, what would be beneficial is having end-to-end visibility all on a single page. This is challenging to achieve with any tool, but such a feature would significantly enhance user experience.

I have been working with BMC Helix Operations Management with AIOps for the last two years.

I rate the stability a ten on a scale of one to ten, indicating excellent stability.

The scalability is also a ten out of ten. BMC Helix Operations Management with AIOps is suitable for small, medium, and large environments.

Their technical support is fantastic. There are three levels of support - level one, level two, and level three. When provided with accurate information, they quickly supply the necessary articles to resolve problems.

Positive

There are two types of installations: SaaS and on-premises. The SaaS option is very straightforward, with BMC managing the infrastructure. For on-premises setups, investment in personnel for implementation is necessary.

The pricing is on the higher end due to the extensive features and delivery quality. However, it is worth the investment.

BMC Helix Operations Management with AIOps deserves a ten out of ten. I wholeheartedly recommend it to other users, and we already promote it to new customers and existing clients.

On-premises

Google

We have clients like Yamaha, the motorcycle company. There's a project here in Brazil where they've adopted the full BMC ITSM suite, including operations management.

BMC Helix Operations Management with AIOps' predictive analytics positively impacted proactive problem-solving capabilities. It has been the most interesting part of the solution! It provides detailed analytics that gives you a deep understanding of your infrastructure and recurring issues/problems. It really predicts the problems. 

The real power is in the predictive capabilities. The AI and machine learning components get smarter over time, helping you anticipate problems.

BMC Helix really excels in pinpointing the root cause of problems quickly. Think of it as the "manager of managers." You likely have various monitoring tools like Zabbix, Dynatrace, Azure, etc., alongside CMs. BMC Helix gathers data from all of these sources, processes it, and continuously gets smarter through its AI.

It learns your infrastructure's baseline behavior. When something deviates from that baseline, it gathers more data from logs and other sources, compares everything, and can even predict something like a server failing in five days. Imagine it analyzes a complex cluster issue and suggests, "There's a 33% chance the root of this problem originates from this specific server or cluster."

It's incredibly intelligent and offers support, unlike anything I've seen for IT and infrastructure management.

There are good features around the visibility from discovery, operations management, and the AIOps capabilities – learning your infrastructure, predicting problems, and even finding unseen vulnerabilities. The AI Operations portion is the most valuable part of the whole BMC ITSM platform.

The biggest challenge is ensuring the customer has sufficient ITSM maturity to get the most out of the solution. BMC Helix is very sophisticated, and some clients lack that internal process maturity. There's sometimes a gap between the solution's capabilities and the client's readiness.

We have to bridge that gap, bringing the customer up to the level where they can fully use all the features and benefits. Otherwise, they're investing in a powerful tool they don't fully utilize.

It's crucial for vendors like us to assess client maturity before the project starts. We need to do the consulting work to show them the solution's potential and help them evaluate if it truly makes sense. Sometimes, the client might not be ready for the way BMC does things, for that level of automation and AI.

BMC's automation is like nothing I've seen. You can even deflect 30% of IT service desk tickets with an intelligent chatbot – that's a number from BMC. Imagine the reduction in human agents! It's a robot doing the work, but in a way that feels human... that's the impressive part. You can integrate with WhatsApp, Teams, etc. It's game-changing.

ServiceNow doesn't have a free-scope module like BMC does. Also, their artificial intelligence isn't as good as BMC's. 

A big differentiator is BMC Business Workflow. You don't need many IT analyst developers for applications and integrations because we have drag-and-drop. Many pre-built components are available on the platform, including integration components. You can create applications by drag-and-drop. You don't need to write a line of code because we have a low-code/no-code module called Business Workflow. This allows you to develop operations and deliver applications without many IT workers.

With ServiceNow, customizations require many analysts. They don't have a low-code/no-code module, so you would need a team of engineers. In BMC, a business analyst could create applications because of our low-code/no-code tools.

In Brazil, we mainly see competition from Avanti, which I'm less familiar with, and ServiceNow. There are other players in the market, like TopDesk from the Netherlands. These solutions are cheaper, but they don't offer the same level of functionality as BMC, so many enterprise buyers avoid them.

I have also seen people who use solutions like Jira being used for ITSM, which I don't quite understand. Jira is a project management tool. So, customers who don't have growth plans, maybe they don't have maturity on ITSM software and think to use cheaper options. 

Deployment depends on whether you choose the SaaS (Software as a Service) model or an on-premises installation. SaaS is much easier – BMC takes care of infrastructure, and you get a tenant, login, and password. It's ready to configure for your business.

An on-premises installation is more complex. You'll need in-house expertise in containers like Kubernetes or Docker, plus there's infrastructure planning involved. 

SaaS deployment is straightforward, the hard work is done by BMC.

But, on-premises installation is far more complex. You need container expertise, and the risk is higher. Frankly, most clients are opting for SaaS deployments these days. Only those with strict legal compliance requirements still choose on-premises, and that's increasingly rare.

Since the product helps the user predict problems, they proactively avoid faults that would otherwise stop your services. When a service is down, the user doesn't lose money. By predicting infrastructure issues and preventing downtime, the end user saves money. This translates to higher productivity than if the user didn't have BMC Helix Operations Management installed. You'll sell more thanks to increased availability and avoid the damage caused by unavailability.

The users will always be ahead of problems because they're predicting potential issues. That's the strongest argument for using Operations Management.

It's important to note that for maximum efficiency with BMC Helix platform, consider a larger implementation. While BMC Helix Discovery can be valuable on its own by providing infrastructure visibility, you'll get the full benefits I'm describing by combining it with modules like Operations Management, IT Service Management (ITSM), and others. This allows for continuous operations and brings all the advantages.

BMC solution is cheaper than ServiceNow, our main competitor. So, I'd rate the pricing a seven out of ten, with ten being expensive. 

The prices are lower than the competition because it's a BMC strategy to get a bigger market share. They're trying to regain some of the market they've lost to ServiceNow in the past.

Here in Brazil, BMC faces competition from ServiceNow and others. BMC is really evolving and differentiating itself from the others. BMC isn't focused on traditional ITSM processes like some competitors. They're focused on how BMC Operations Management can enable digital transformation for the entire enterprise.

This makes selling BMC a challenge here. IT management often doesn't want to hear about complex ITSM projects. They often see only the hard work of implementation, not the long-term benefits. BMC is trying to overcome that. They want to talk about digital transformation, not just granular ITSM features. I think they're making progress. I'm impressed with the direction of BMC Helix.

When you buy it for the whole enterprise, not just IT, the solution's cost scales very well. You can manage HR cases, legal cases, etc. This delivers integration and value beyond just IT issues. It helps the whole enterprise - that's the vision I see. 

I'm excited about BMC's future. With AIOps and machine learning, It's going to change how work is done by automating many manual tasks. This automation will be key to helping companies achieve their digital transformation goals. You know, we've been talking about digital transformation for a decade, but few have truly achieved it.

BMC wants to deliver the ease of use seen in apps like Uber or iFood into the enterprise experience. Imagine requesting services within your company – vacation scheduling, WiFi access – with that same simplicity. 

BMC wants to empower employees to provide an even better experience for external clients. So, the transformation begins internally and extends out. BMC isn't just an ITSM solution anymore – it's a solution for the whole enterprise. You can manage any case, automate any workflow – IT infrastructure monitoring or streamlining HR processes. You don't miss deadlines, you avoid fines. It's about providing a solution that scales across the business, not just within the IT department. 

That's why it's a harder sell sometimes, but if you sell it with that broader vision, it's much more compelling.

Overall, I would rate the solution a nine out of ten.

We use the product to collect events and correlate and integrate them with other monitoring tools to identify the root causes of problems.

It is a top-rated solution in the monitoring domain. It is evolving more and more into artificial intelligence. It adds more value by fetching data on events, correlating data, and getting the right information to predict problems, resolve issues, and maintain appropriate SLAs.

BMC focuses on the product's positioning and adaptation to new technologies. Customers often tell me that achieving the business impact analysis on any monitoring activity is important for them.

The integration should be intuitive. The product should improve the ease of use. It should also improve the intuitiveness in utilizing the software.

I have been using the solution for some time now.

The tool’s stability is good. With new containers, things become much easier.

The tool is quite scalable. It provides access to a variety of technologies continuously. I did not see any major issues. Our customers are using the earlier versions of TrueSight. They need to put effort to start using the latest version. These types of tools do not update easily or continuously. We need to think about it from a long-term perspective.

The support provided is okay. It depends on the use cases. Especially for cloud applications, R&D or other specialized areas, my main concern is with the local market. We need to ensure that the SLAs for local cloud applications match those for international cloud applications.

Whenever there is an issue on the local cloud, it must have an SLA similar to that of the managed services SLAs in other regions. Most of the tenders we receive are managed services tenders. To deliver such services, we need to have certain tools. These tools must have appropriate SLAs. The resolution time must be part of the SLA, and the escalation must be time-bound. It needs to be applied both internationally and locally.

The initial setup of the solution is complex. It involves integrating applications and related transactions and information. It also requires a certain level of analysis.

The product requires techies who understand various technologies to maintain it. It is not just about putting an agent. We must also understand the infrastructure, servers, various operating systems, middleware, and endpoints. It requires a mix of infrastructure-related skills.

The product’s price could be improved. The company is quite flexible with pricing. Legacy products need to revise their pricing strategy without losing their position in the market. The legacy model had a perpetual license with annual support. The recent pricing has changed to a SaaS model.

Market positioning is very important. Many new solutions on the market were once small but have grown and gained a lot of market share. Legacy products have lost market share in the SME market. I would always recommend BMC. I'm selling and integrating the product into the market.

Overall, I rate the solution a seven out of ten.

Hybrid Cloud

The solution provides more options for artificial intelligence. It gives us more information on what needs to be monitored and what is happening in the background. We do need people to monitor the servers. With its machine learning capabilities, the tool gives us advanced options to ensure 100% availability.

The service operations monitoring features are valuable. Apart from the operations management and server monitoring, it gives advanced options to integrate with other tools. Based on the customer's requirements, we can use it to automate alerts and take action on the triggered events. All the options are combined to ensure the customer's requirement is accomplished and 100% availability is provided.

The world is moving to smart AI. The product must provide more information and dashboards.

I have been using the solution for the last one and a half to two years.

The product has been in the market for a long time. It has been in the top ten for very long. I rate the stability a ten out of ten.

The product is scalable.

The support team works 24/7 all around the world. We raise a ticket, and the available team reaches out to us. The quality of support depends on the customer’s contract. The vendor provides different levels of support. All the customer support agents are very knowledgeable and have enough information about the environment and the tool.

The initial setup is straightforward. The time taken depends on the customer and their environment. The deployment process also depends upon the customer's requirements. There are multiple tools associated with the product. Based on the customer, it differs.

The tool is cloud-based. The number of people required for the deployment and maintenance depends on the environment. It is a container-based implementation. Multiple teams are involved in it.

The tool helps us to know the unknown. It helps us with proactive monitoring so that the servers do not go down. It helps us ensure that the availability is 100%.

BMC Helix Monitor is the best option in the market for advanced monitoring. Overall, I rate the solution a ten out of ten.