What does the future of BMC Helix look like?
Technology as we know it is evolving faster than life on Earth. What started out as IT Service Management has also gone leaps and bounds ahead. But with time business needs also evolve. No technology can afford to fall behind when the global market is constantly asking “What’s next?” But when it comes to BMC Helix, it’s time businesses step into the future and become cognitive enterprises.
Becoming a cognitive enterprise with BMC Helix
A cognitive enterprise is an organization that harnesses every ounce to enable its employees to work on unimaginable productivity levels. But to do that AI and Machine Learning alone won’t get you there. Such enterprises focus on delivering seamless experiences, building a deep connection with their customers, and then leveraging technology along with the OODA model (Observe-Orient-Decide-Act). Speaking of such tech, the BMC Helix software to this very day continues to deliver autonomous, data-driven, and customer-centric experiences across various channels. To make it happen, it uses these components.
1. System of engagement
This is the outer-most layer of this experience delivery mechanism. This is where the customer interacts with your enterprise through various channels like chatbots, virtual support agents, slack, or directly via mobile device. The interaction then goes into the system of record.
2. System of record
This is where the BMC Helix software suit comes into the picture to store the interaction data.
System of intelligence
This is the cognitive center that rummages through the data to learn and make predictions powered by an AI.
Cognitive Automation
So what is cognitive automation? It is a collection of different methodologies and various approaches we take towards combining AI with other process automation capabilities for the increased outcome. BMC Helix plays a pivotal role in establishing cognitive automation. It can be integrated with AI Watson by IBM Watson, Amazon Lex, and Microsoft Cortana among others. To make agent-efficient processes it offers auto-classification and auto-assignment options. With cognitive automation, we are looking at a future where business processes are simpler, faster, and cost-effective.
With such cutting-edge technology, enterprises can significantly reduce the admin workload. By incorporating AI, ML, and NLP, businesses can make the most of cognitive automation and digital transformation for an efficient tomorrow.
Cognitive Service Management with BMC Helix
There is no denying the fact that digital transformation is inevitable. And Service Management is growing and evolving at an equally staggering rate. Here’s what IT Enterprise trends have to say about digitization.
- Gartner predicts that more than 75% of Global Enterprises will be using containers like AWS, Microsoft Azure, and BMC by 2022.
- Research suggests that the ITSM market has the potential to grow by a staggering margin of USD 11.51 billion during 2021-2025.
- Studies indicate that the value of global e-commerce transactions through chatbots will reach USD 112 billion by 2023.
Here’s where BMC Helix comes into the picture. It seamlessly blends human expertise with the speed, efficiency, and accuracy of the technology. The ITSM suite enables enterprises to run on cloud technology and even on multi-cloud environments. With multi-cloud service management companies would be able to broker tickets and incidents by integrating AWS and JIRA. Sounds too good to be true? But this is not just a matter of fiction anymore we are already on the path towards the inevitable digital tomorrow and the path is paved with intuitive technology.
Conclusion:
The paradoxical part of this discussion regarding the future of ITSM is that it’s already here. These are just a few of the advancements that we have been seeing among many others. This promises an optimistic approach towards what we can expect in the future from BMC Helix. Hence by embedding digital tech into service delivery processes, companies can now reduce costs while increasing accuracy and efficiency.
We at Vyom Labs take pride in helping companies not only initiate the digital transformation but accompany them at every stage to help them increase the value of their business. Having worked closely with BMC’s R&D and engineering teams, nothing would delight us more than to utilize that experience to help your company step into the future.
About the Author:
Subhasis Banerjee
Delivery Manager, BMC Software Solution Consultant
Subhasis is a BMC Solution veteran with over twelve years of experience working closely with Fortune 500 companies and various industry domains.
As a seasoned BMC Software solution consultant, his knowledge extends far beyond implementation, upgrade, customizations, integrations, documentation, and project management.