BMC Helix AiOPs - EMEA

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.

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.

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.

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.

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.

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.

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.

My company's customers sometimes use BMC Helix Monitor to monitor applications and check for failures in one server or a specific service in an application. The monitoring tool sends signals or alerts to the operation team, and after some time, they escalate and are sent to management, the IT director, the CIO, or the CEO.

The solution's most valuable features are its ability to monitor the servers in the infrastructure, monitor the stability of the service, troubleshoot the root cause of the failure whenever or whatever happens, and send notifications to specific roles in an organization.

I feel that the tool's stability has some scope for improvement.

I have experience with BMC Helix Monitor.

It is a stable solution. I didn't use the tool by myself. Stability-wise, I rate the solution a nine out of ten.

The tool is used by ten of our company's customers. The tool has around 100 users.

The solution's technical support is fast, responsive, and friendly.

The product's initial setup phase is easy.

The product is well integrated with other products, so I face no problems with the operational workflows.

I rate the solution an eight out of ten.