Named as a “Strong Performer”
In the report The Forrester Wave™: AIOps Platforms, Q2 2025, BMC Helix was named a “Strong Performer.” This rating reflects BMC Helix’s long-standing experience in IT operations and the consistent development of the BMC Helix Operations Management (BHOM) platform. It uses generative AI (GenAI) and machine learning (ML) to proactively identify and solve problems and provide dynamic service models.
BMC Helix strategy and vision
BMC Helix aims to fundamentally transform business processes with GenAI. By deploying autonomous agents in the areas of AIOps, IT, and security, the aim is to achieve sustainable results without having to increase IT team headcount. The roadmap is ambitious and clearly defined: over several years, BMC Helix is working to build an AI-based platform based on GenAI and retrieval-augmented generation (RAG).
Specialized AI agents such as Insight Finder, Employee Navigator, and Knowledge Curator are already in use today, providing proactive support and creating added value. Forrester analysts emphasize that BMC Helix has made great strides in this area, but at the same time needs to further expand its position in the ITSM and AIOps market in order to catch up with the leading providers.
Highest score in seven evaluation criteria
It is particularly noteworthy that BMC Helix achieved the highest score in seven key categories. These criteria highlight the strengths of the platform and are crucial for companies looking for a future-proof AIOps solution:
- Service map creation: Creation of service maps as a basis for better transparency and dependency analyses.
- Connected devices: Extended intelligence to edge devices that can be managed and monitored.
- Agentic AI, advisor, and assistant: Use of generative AI with intelligent assistants to support users.
- Anomaly and root cause detection: Precise anomaly detection and root cause analysis.
- Intelligent and suggestive alerting: Predictive notifications with high informative value.
- Vision: A clear, forward-looking strategy.
- Roadmap: An ambitious development plan with a long-term focus.
Customer feedback on BMC Helix in AIOps
Reference customers particularly praise BMC Helix’s ability to combine discovery and event management. The powerful service mapping feature, which goes beyond pure observability and enables intelligent, business-relevant insights, is also highlighted positively.
In addition to the many strengths of BMC Helix, analysts and reference customers also point to the desire for increased investment in training. This is where we at FROX come in: with our expertise as a long-standing partner of BMC Helix, we support companies in making optimal use of the platform and exploiting the full potential of BMC Helix.
The ranking as a “Strong Performer” in the Forrester Wave™: AIOps Platforms Q2 2025 confirms that BMC Helix is on a clear path to actively shaping the future of IT operations with GenAI and innovative features. For companies looking to transform their IT organization with a scalable, AI-driven AIOps platform, BMC Helix is the ideal choice – and we are here to support you as your partner.
Frequently asked questions:
- Cloud-native architecture: flexible use as SaaS, on-premises, or hybrid model
- Artificial intelligence and automation: accelerated processes through AI-supported analyses, chatbots, and predictive analytics
- Scalability: suitable for small teams as well as global enterprise environments
- Cost efficiency: optimization of IT resources, reduction of manual tasks, and faster time-to-value
- User-friendliness: modern interfaces and self-service portals for an improved user experience
- Integration and openness: interfaces to tools such as ServiceNow, Jira, cloud platforms, and monitoring solutions
- BMC Helix ITSM: modern IT Service Management platform for incident, change, problem, and asset management
- BMC Helix Digital Workplace: intuitive self-service portal and central point of contact for employee requests
- BMC Helix Discovery: automated detection and visualization of IT assets and dependencies in hybrid environments
- BMC Helix Operations Management with AIOps: proactive monitoring, anomaly detection, and root cause analysis using AI
- BMC Helix Knowledge Management: central knowledge database for improving self-service and support processes
- BMC HelixGPT: generative AI for smarter chatbots, automated responses, and even faster problem resolution
- Predictive service management: predictive analytics to prevent disruptions
- Intelligent chatbots: automated customer and employee communication with natural language input
- AIOps features: automatic detection of anomalies, root cause analysis, and recommended actions
- Workflow automation: reduction of manual tasks through smart process automation
- Generative AI (GenAI) with HelixGPT: support for ticket processing, knowledge articles, and end-user support
- Medium-sized companies benefit from rapid implementation, self-service functions, and cost efficiency.
- Enterprise companies use the comprehensive AIOps functions, multi-cloud integration, and automation to manage complex IT landscapes and provide globally consistent IT services.
This makes BMC Helix a solution that can be flexibly adapted to the individual requirements of any size of company.
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