BMC Helix, a leader in software solutions for IT organizations, has unveiled updates to its Helix platform that transform productivity and improve employee experiences through agentic AI. The platform integrates gen AI to enhance service quality and operator experience with smarter insights and automation.
Updates in BMC Helix 25.2 for IT Service Management and AIOps:
BMC Helix IT Operations Management for AIOps 25.2
The new release brings expanded AI agents to enhance observability, discovery, and insights, ultimately preventing major incidents and optimizing application performance. features include:
- BMC HelixGPT Post Mortem Analyzer: This tool provides a detailed review and summary after an incident is resolved, enabling IT Operations and SRE teams to learn from past issues and improve future resolutions.
- BMC HelixGPT Insight Finder: With a natural language chat interface, this tool helps service owners and SREs dynamically generate dashboards and reports that provide critical insights on issues impacting service health.
BMC Helix also received the highest score in the Agentic AI, advisor, and assistant criteria in The Forrester Wave™: AIOps Platforms, Q2 2025 report.
BMC Helix Service Management 25.2
This release introduces significant Agentic AI enhancements that empower service teams and business owners, including:
- Custom AI Agents with BMC HelixGPT Agent Builder: This no-code framework allows IT and line-of-business service owners to create and deploy custom agents easily.
- BMC HelixGPT Ops Swarmer: Service and operations teams can now collaborate directly within Microsoft Teams sessions, launched from an incident record. The platform suggests the best response team based on past incidents.
- BMC HelixGPT Catalog Curator: This tool allows users to create new catalog offerings using a conversational GPT interface, enhancing flexibility and ease of use.
- Enhanced BMC HelixGPT Employee Navigator: Now available for all BMC Helix ITSM users, this feature extends to image file processing, enabling users to submit images directly via mobile phone.
Statement from Leadership
“We are thrilled to expand our Helix platform capabilities with these updates,” said Ryan Manning, Chief Product Officer at BMC Helix. “These enhancements will help our customers support their employees, maintain service quality during incidents, and adapt to complex technology environments.”
Forrester’s Recognition
Carlos Casanova, Principal Analyst at Forrester, praised BMC Helix in his latest report, noting that BMC offers world-class expertise and helps clients envision future IT needs from a business outcomes perspective.
Additional Resources:
- Learn more about the BMC Helix solution
- Access The Forrester Wave™: AIOps Platforms, Q2 2025 report
- Explore how agentic AI helps prevent incidents and optimize applications
- Discover how to multiply productivity with AI agents
