AI Agents Fixing Your IT Before You Even Know Something Broke | Erhan Giral & Ryan Manning, BMC Helix
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What is the overall vision behind BMC Helix’s AI‑driven IT service management?
What's that going to do to IT stuff? It sounds like it's going to get increasingly automated.
That space is changing pretty quickly and that workflow is changing agentic AI pretty dramatically.
Right now, AI, if you think about it, AI is only learning through someone else's description, right? People will start exposing these models to the real world more and more so that they can create, they can gain that first-person view of things. Once we detect something, we always ask the data, why, why, why, until we get to a point where you can take an actionable step to mitigate or perhaps even remedy that issue
Why don't you introduce yourself to listeners?
My name is Erhan. I run the AI office for BMC Helix now. I work with Ryan on applying AI to various different problems in service ops space. So service ops is essentially, you can think of that as any digital business these days is really a conglomeration of IT services, you can imagine. And ServiceOps is essentially an attempt to automate operational activities around these services as much as possible. So that we look at enterprises as combination of software infrastructure and human beings operating on these assets. And we provide various products and nowadays agents to automate different workflows around these services. My personal background is in monitoring space. I've done early work on monitoring applications and infrastructure and then combinations of them.
which means you have to process a lot of machine data. You have to be able to reason about high throughput streams of data that these data centers and these machines are constantly emitting. So yeah, that's what I do in Helix.
We're going to talk about Helix and IT service management. Can you begin, one of you, by talking about how the landscape has changed with the introduction of AI agents, what the process for service management was before, and then what it's migrated to today?
Yeah, and just thinking back in the old days, it was JIRA, right? You would open up a JIRA ticket. Does your solution work alongside JIRA or replace it? Just for people that aren't that familiar with, yeah.
Right. And you guys, we'll give the background of BMC first. You were talking about that before we started.
Yeah. Yeah. So, I mean, service management, The discipline is complicated. The explanation of what they do is pretty simple. It's the front door to IT. So if I'm a new employee trying to get my laptop provisioned or if I'm having an issue with an application, I might go to a portal, send an email, call the service desk and try to get that remediated. And that space is changing pretty quickly and that workflow is changing with agentic AI pretty dramatically.
Yeah, no, that's June. ServiceNow, into Atlassian, into Freshworks. The market has a lot of players.
The interesting thing about the service management market is that unlike the CRM market customer relationship management, it's exceptionally difficult to service small, medium, large, and extra large customers in the same platform. Not just from a product perspective, but from a go-to-market perspective.
enterprise and the high enterprise where we operate um we'll say the fortune 2000 um you submit a ticket you're either submitting it to service now or to bmc helix down market um jira is a very popular tool freshworks is a very popular tool i volunteer a few others yeah
Yeah, I like to think about BMC in four eras. Era one, remedy rules. A lot of folks know remedy. That was an acquisition that BMC made years ago and was the service now and service management before service now. It was the on-premise service now. Era two, about 2010, the music began to slow a little bit, lost our way a little bit in terms of hopping on the cloud train. The company ended up getting bought by Bain and taken private. It sort of continued the same mission. Yeah. In the operations of those companies, it's kind of the critical backbone to their operations, isn't that right? AI first. And that journey took us to close to where we are today, where we went through the natural progression of the heartaches for our customers and for ourselves and rebuilding a platform and still servicing some of the biggest companies in the world to now being able to innovate and separate ourselves from the competition with the innovation that we got access or permission to build through KKR's ownership.
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Chapters
8 chapters
1
What is the overall vision behind BMC Helix’s AI‑driven IT service management?
0:00–9:00
2
How does BMC define ServiceOps and why is it needed for modern enterprises?
9:00–15:17
3
What are the four eras of BMC’s product evolution and how did they lead to Helix?
15:17–23:11
4
How does Helix integrate with or replace traditional ticketing tools like JIRA and ServiceNow?
23:11–30:28
5
What is the hierarchical “mixture of experts” architecture that powers Helix’s agents?
30:28–37:23
6
How does the Deep Root‑Cause Analysis agent discover, hypothesize, and remediate incidents?
37:23–44:59
7
What are “AI gyms” and how do they enable continuous learning for remediation agents?
44:59–51:11
8
What measurable cost‑savings and productivity gains does Helix deliver for large organizations?
51:11–59:04
Speakers
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