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BMC HelixGPT Advisory Service

13+ CREDITS

This service offers an overview of Generative AI as it relates to BMC HelixGPT. It includes a GAP assessment to evaluate the customer’s current business state, identify customer’s Service Management and/or AIOps desired AI goals, and determine how BMC HelixGPT solutions can facilitate Service Management and/or AIOps implementation. Additionally, the service involves exploring use cases, reviewing data strategies, assessing AI readiness, and developing actionable plans to achieve successful AI-driven outcomes.

What you get:

BMC will perform the following:

  • Provide a general overview of Generative AI and BMC HelixGPT.
  • Explain how BMC HelixGPT and AI Agents* can be leveraged to improve service and operations delivery.
  • Review Customer’s content and data strategy.
  • Review Customer’s desired business outcomes.
  • Identify the most relevant BMC HelixGPT use cases aligned to the business goals.
  • Assess current maturity level for each use case across people, process, data, and technology.Review readiness for BMC HelixGPT use cases.
  • Prepare a Gap Assessment that maps use cases to business requirements, specifying whether each is fully covered, partially covered, or not covered.
  • Prepare an Adoption Roadmap that includes:
    • An execution roadmap with expected values and outcomes at each step.
    • Recommended Services from the BMC Helix Success Catalog.
    • Recommended BMC Helix Education courses.
    • Strategy to rapidly rebuild existing chatbots with HelixGPT.
    • Details on how to monitor the deployment.
    • Customer roles and responsibilities.
  • Customer will be responsible for:
    • Providing access to the necessary stakeholders on the agreed start date.

BMC can provide this service using any combination of the approaches below.

 

         Option 1

         Option 2
 
  • Leverage generative AI capabilities to get the resolution summary of an incident.
  • Retrieve answers based on an automatically determined set of knowledge articles.
  • Facilitate self-service through relevant and precise answers.
  • Display the summary of chat conversations between agents and end users.
  • Get case summaries and answers to case-related queries.
  • Use the BMC HelixGPT chat option in Global Search to find information.
  • Deflect cases by using BMC HelixGPT to auto-resolve cases created from incoming emails.
  • Use BMC HelixGPT chat to search for information from knowledge articles.
  • Use Knowledge Curator to validate articles in BMC Helix Knowledge Management by ComAround.
  • Leverage the generative AI capabilities of BMC HelixGPT to view and investigate Machine Learning (ML)-based Situations for faster root cause analysis and to perform the following actions:
    • Investigate primary and related situations.
    • Investigate independent and similar situations.
    • View the Situation summary generated by BMC HelixGPT, view suggested Best Action Recommendations and Log Insights, and use the virtual agent – Ask BMC HelixGPT to analyze and investigate the situation.
    • View or create incidents (requires BMC Helix IT Service Management to be enabled).
    • View and analyze causal events and event details and perform event operations.
Delivery Option  Advisory on Service Management Use Cases  Advisory on AIOps Use Cases
Country-Specific Staffing* Credits Required 15 credits 13 credits
Estimated Duration 7 days 6 days
Service Code GPT_ADSM_001_ONSHORE GPT_ADAI_001_ONSHORE

 

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

  • Gap Assessment 
  • Adoption Roadmap

Completion Criteria: BMC will have completed the Service when the in-scope Service has been completed, and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager. From delivery start date, the service must be consumed and complete within 30 days. Consultant days must be booked in no less than 8-hour increments/full days.

Pre-requisites:

  • Provide current state operating model, goals, and objectives.
  • Identify stakeholders to be engaged and agree to timing.

Additional information:

  • Estimated Duration: Ten business days to be delivered over a period no longer than three weeks
  • In-scope Product: BMC HelixGPT
  • Service Type: Advisory
  • Availability: Active
  • Success Service Code: 
    • GPT_ADSM_001_ONSHORE
    • GPT_ADAI_001_ONSORE
  • Date Last Updated: 3/7/2025
*Definitions

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