BMC Helix, a global leader in software solutions, has announced updates to its BMC Helix platform, enhancing user and end-customer experience through agentic AI. The latest release aims to transform productivity and improve employee experience by incorporating new AI agents. The Helix platform, recognized as one of the first market-ready solutions leveraging generative AI, focuses on improving the quality of service interactions and overall operator experience through enhanced insights and automation.

The BMC Helix IT Operations Management for AIOps 25.2 release introduces new and expanded AI agents designed to extend observability, discovery, and insights. These enhancements are geared towards preventing major incidents and optimizing application performance. Key components include:

BMC HelixGPT Post Mortem Analyzer: This tool provides a detailed review and summary after an incident has been resolved, enabling IT Operations and SRE teams to learn from past issues and their resolutions.

BMC HelixGPT Insight Finder: This feature offers a natural language chat interface that helps service owners and SREs dynamically generate dashboards and reports, providing them with essential information about issues impacting service health.

The platform has been recognized for its capabilities, receiving the highest possible score in the Agentic AI, advisor, and assistant criteria in The Forrester Wave™: AIOps Platforms, Q2 2025 report.

The BMC Helix Service Management 25.2 release includes several flagship enhancements to Agentic AI, such as:

Custom AI agents with BMC HelixGPT Agent Builder: This feature empowers IT and line-of-business service owners and analysts to create and deploy custom agents through a flexible, no-code configuration framework.

BMC HelixGPT Ops Swarmer: This tool helps service and operations teams collaborate in Microsoft Teams sessions launched directly from an incident record in the BMC Helix ITSM solution. The platform evaluates previous responses to similar issues and recommends participants for the best response team.

BMC HelixGPT Catalog Curator: Allows line-of-business and IT to create new catalog offerings using a conversational GPT interface.

Enhanced BMC HelixGPT Employee Navigator: Now included for all BMC Helix ITSM users, this feature extends to image file processing, enabling users to capture and submit images directly using their mobile phone camera.

Ryan Manning, chief product officer at BMC Helix, stated that the release brings a broader scope of capabilities to Helix, supporting employees through enhanced Teams integration, maintaining service quality during incidents, and adapting in complex technology environments. Carlos Casanova, principal analyst at Forrester, recommends BMC as a trusted partner with world-class experience that understands current and future IT needs.

BMC Helix, now an independent company, is focused on helping IT organizations turn AI into action, delivering a dynamic fleet of AI agents that augment work across enterprise IT service and operations management.