BMC Helix, a global leader in software solutions that help the world’s most forward-thinking IT organizations turn AI into action, today announces updates to the BMC Helix platform that transforms productivity and improves employee experience through agentic AI.
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The Helix platform, one of the first market-ready solutions to use gen AI, improves quality of service interactions and overall operator experience with insights and automation.
What’s new in 25.2 for IT service management and AIOps
The BMC Helix IT Operations Management for AIOps 25.2 release includes new and expanded AI agents to extend observability, discovery, and insights that prevent major incidents and optimize application performance.
- BMC HelixGPT Post Mortem Analyzer provides a detailed review and summary after an incident has been resolved so that IT Operations and SRE teams can learn from past issues and their resolutions.
- BMC HelixGPT Insight Finder provides a natural language chat interface that helps service owners and SREs dynamically generate dashboards and reports that give them the information they need about issues impacting service health.
The platform recently received the highest score possible in the Agentic AI, advisor, and assistant criteria in The Forrester Wave™: AIOps Platforms, Q2 2025 report released in April.
A complimentary copy of the report can be accessed here.
The BMC Helix Service Management 25.2 release includes several flagship enhancements to Agentic AI.
- Custom AI agents with BMC HelixGPT Agent Builder empower 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 helps service and operations teams to work together in Microsoft Teams sessions launched directly from an incident record in the BMC Helix ITSM solution. The BMC HelixGPT platform evaluates previous responses to similar issues and recommends participants for the best response team to be assembled and collaborate quickly.
- 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 – extends to image file processing, enabling users to capture and submit images directly using their mobile phone camera.
“As leaders in Agentic AI, we are thrilled to bring an even broader scope of capabilities to Helix with this release,” said Ryan Manning, chief product officer at BMC Helix. “Customers will be able to support their employees through enhanced Teams integration, maintain service quality when incidents occur, and adapt in complex technology environments with ease. These are differentiators that help their business thrive, and BMC Helix delivers.”
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“Customers looking for a trusted partner with world-class experience that understands their current state and envisions their future IT needs from a business outcomes perspective should choose BMC,” wrote Carlos Casanova, principal analyst at Forrester and author of The Forrester Waveâ„¢: AIOps Platforms, Q2 2025 report.
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