How agentic AI transforms enterprise IT work

Technology innovations attract significant interest among CIOs, CTOs, and technology leaders, who are always looking for ways to improve business results with the use of innovative and transformational technologies. Causal, predictive, and generative artificial intelligence (AI) have become commonplace in enterprise IT, as the hype around what AI solutions can deliver is turning into reality and practical use cases.

Innovative organizations, however, are pushing AI even further, introducing more opportunities for enterprise to transform IT work through advanced AI solutions.

Transformational power of agentic AI

By autonomously working alongside humans and other AI tools, agentic AI aims to completely transform enterprise IT work. Autonomous AI agents are software entities capable of performing tasks on their own, rather than only responding to queries from humans. Agentic AI agents analyze current environments, including historical IT and lines of business-specific issues and resolutions to drive automated issue resolutions or present IT and enterprise users with recommendations on the best actions to take. These agents can surface key insights in real time and with full context, which is essential for teams working on resolving critical IT incidents.

BMC recently introduced a series of AI agents within the BMC Helix platform. They are powered by BMC HelixGPT to perform a variety of different roles for internal teams acting as digital assistants, including data analysis and reporting, curation of knowledge content, self-service management, and more.

Democratizing data insights: The BMC Insight Finder is an autonomous AI agent that simplifies data analysis and reporting by enabling users to interact with complex data through natural language. This agent autonomously surfaces timely insights to help employees make better data-driven decisions in a fraction of the time a worker would need to analyze huge data sets.

Enhancing knowledge base usability: The Knowledge Curator AI bot acts like a digital librarian, continuously optimizing knowledge resources by ensuring content is current, unduplicated, and easily accessible. The AI agent reduces the load on service desks and even guides authors with intelligent suggestions to improve research findings and the readability of final outputs.

Improving enterprise-wide productivity: The Employee Navigator agentic AI bot helps employees quickly resolve IT issues, submit HR requests, or retrieve critical information for improving work performance. By intelligently pulling data from multiple sources to provide a single, concise answer, the AI agent drastically improves resolution time and enhances overall productivity.

Recent enhancements to BMC Helix AIOps integrate service management, observability, and vulnerability data with automated workflows, helping IT manage complexity and alert noise. BMC Helix AIOps helps teams accelerate incident response, manage change risks, and resolve vulnerabilities before they impact the business.

Reducing change failures in complex systems: Managing change risks is crucial to preventing incidents. The BMC Helix AIOps Change Risk Advisor uses agentic AI to predict the risk of changes, providing a change risk score that helps IT teams focus on high-risk changes, while fast-tracking low-risk updates. As a result, they improve CI/CD velocity and cross-team collaboration, particularly between DevOps and service management teams.

Eliminating exposure to vulnerabilities: Managing vulnerabilities is constant, and the new BMC Helix Vulnerability Resolver helps IT Ops, security operations, and DevOps teams improve compliance and risk management with automated patching or workarounds, using AI-powered Vulnerability Best Action Recommendations (VBAR).

The Google collaboration

Google and BMC began a partnership based on the shared vision of transforming enterprise IT with the power of AI. As Chris Thompson, Head of GTM, Strategic AI, and ISV Growth at Google says: “We’ve been working together for some time, and I’d love to give BMC credit. They were, what I would consider, a very early adopter.”

BMC HelixGPT supports Gemini, Google Cloud’s set of generative AI (genAI) models, to power the AI journey of mutual customers. With BMC Helix now integrated with Gemini models, the collaboration is empowering IT teams with enhanced flexibility, faster resolutions, and deeper insights, all while delivering cost savings.

As Thompson further notes about BMC: “They decided to be very bold and very forward thinking and adopt not just generative AI but then to move into the agentic workflows.”

Open platform improves IT efficiency while keeping costs under control

BMC Helix, powered by BMC HelixGPT, features an open-architecture deployment that allows customers to retain their enterprise data in place. This open approach enables IT organizations to take advantage of hyperscaler credits available to them.

In addition, BMC HelixGPT offers a bring-your-own-AI approach, empowering enterprises to maintain control over data governance, optimize costs, and bring their AI project to life faster.

To see how BMC Helix can help you transform enterprise IT work with agentic AI, visit here for more information or contact BMC.

About the author:
Stela Udovicic is the senior director, solutions marketing management at BMC Software.