BMC Helix Delivers Elevated Customer Experiences in the Cloud

Customers embrace AIOps, intelligent automation and cross-team collaboration in the continuous evolution towards

ServiceOps in Multi-Cloud Environments

HOUSTON, Dec. 6, 2022 /PRNewswire/ — BMC, a global leader in software solutions for the Autonomous Digital Enterprise, said its cloud-based BMC Helix solution is the number one choice for modern enterprises such as Buchanan Technologies and Mphasis exploring ServiceOps capabilities to break down staff. and data silos in their digital transformation journeys.

According to the third annual survey commissioned by BMC by Hanover Research, of 372 business and IT leaders, nearly three-quarters (73%) currently combine service management and operations management functions into one centralized team. The continued drive towards ServiceOps is based on enterprise IT’s need to deliver high-quality experiences at digital speed.

Buchanan Technologies manages 250% more users and maintains exceptional service delivery Buchanan Technologies

provides help desk support and managed services for businesses in the United States and Canada. After experiencing rapid growth, the company turned to BMC for the functionality, integration and scalability of BMC’s robust operations and service management capabilities to support Buchanan’s evolving digital service management strategy. As a result, Buchanan Technologies experienced:

  • Automatic ticket generation and operational IT analytics, accelerating problem generation and resolution
  • Enhanced mobile IT capabilities that increased support team productivity for the company and
  • its customers

  • Intelligent reporting that gave customers visibility into their environments, reducing staff burden

“We can ensure that customer environments are as good as they can be today and that we constantly improve reliability and performance over time,” said Darvey Lavender, Director of Enterprise Information Systems at Buchanan Technologies.

Fortune India 500 Mphasis Limited achieves complete infrastructure visibility Mphasis Limited

is an Indian multinational IT/ITES and consulting company providing infrastructure technology and application outsourcing services. Mphasis selected BMC Helix Operations Management to overcome the large visibility gap that directly affected how it managed customer data in a complex on-premises and multi-cloud environment. With the BMC Helix Operations Management solution, Mphasis can gain visibility into your entire infrastructure (servers, networks, virtualization platforms, storage, backup, hardware, enterprise application availability, and processes from a single console) through the latest Grafana-based dashboards.


38 new customers using the BMC Helix SaaS solution in the first half of FY23, customer success remains a priority for BMC. Recent AI/ML enhancements to extend and enhance the product experience for customers using the BMC Helix platform include: Real-time

incident correlation

  • automatically groups related incidents into a single issue, bringing the root cause to the surface without the need for manual investigation and speeding
  • up response time.

  • Root cause isolation analyzes service models, events, metrics, logs, changes, and incidents to create a timeline of service impact and identify the most likely. fountain. This eliminates troubleshooting and results flow into service management for fast, targeted, and major incident management.

“The continued increase in service and operations teams coming together is why we are taking a ServiceOps approach to our offerings. If teams are working together, tools should too,” said Margaret Lee, senior vice president and general manager of Digital Services and Operations Management at BMC. “Support for ITSM and ITOM integration helps our customers achieve their top goals in the future by leveraging modern ServiceOps solutions powered by AI/ML and intelligent automation.”

In addition, BMC’s strong AIOps and observability capabilities continue to be recognized by analyst firms and industry associations alike. BMC was ranked as an “Outperformer” on the “GigaOm Radar for AIOps Solutions”; and one of the “15 Solutions to Know” in Constellation ShortList TM. BMC Helix was also named a finalist for the SaaS Awards as a provider of the Best SaaS Product for Ticketing or Event Management.

Additional Resources:

  • Read the full Hannover report on enterprise IT must innovate to deliver high-quality experiences at digital speed
  • , here

  • Manage growing IT complexity with a proactive business approach through AIOps
  • , here

  • Discover what it takes to become an autonomous digital enterprise, here

About BMC

BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an autonomous digital enterprise that conquers future opportunities.

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Editorial Contact:Harper Schmidt BMC[email protected]

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