The company
BMC Helix
helixops.aiAI-powered platform for IT service and operations management.
The story
A provider of IT service management solutions supports mission-critical environments for industries like financial services and telecommunications.
High volumes of observability data from disparate systems created alert fatigue, making it difficult for teams to pinpoint root causes. Generic warnings failed to provide context, forcing engineers to manually correlate information instead of fixing specific issues.
BMC Helix integrated autonomous agents using fine-tuned Llama models on Vertex AI, enabling customers to deploy the system securely within their own cloud environments. The team utilized a custom Mixture of Experts architecture on a single GPU to aggregate disparate data and learn diagnostic patterns from historical tickets. Agents now operate directly within Slack and Teams, consolidating alerts and suggesting specific remediation plans.
Scope & timeline
- 25-35% faster recovery time for customers
- Model migration completed in one minor release
Quotes
“A key part of our value proposition is that customers can start using agentic AI to enhance Service Operations out-of-the-box. With our use of Llama models on Vertex AI, customers can deploy to the cloud and enhance ServiceOps right away.”