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This Service leverages BMC Helix Service Management with BMC HelixGPT’s agentic AI features to deliver precise answers from knowledge articles, detailed incident and case summaries, and clear insights from agent-user interactions.
What you get:
BMC Helix will perform the Base Service* along with the Customer selected AI Agent(s) for deployment:
Base Service:
- Provide workshops on features of HelixGPT with Helix Service Management
- Review the Customer selected AI agents for service deployment
- See below table for additional AI agent information and credits required
- Assist with Customer requirements for BMC HelixGPT
- Assist with configuring & validating data source(s) and subsequent ingestion in BMC HelixGPT
- Set up the Customer supplied generative AI provider
- Confirm Pre-requisites are met
- Prepare Construction Document
Available BMC Helix Service Management AI Agents
Available BMC Helix Service Management AI Agents
Redemption instructions:
- Customer will select the chosen delivery option for the Base Service.
- Customer will then select any combination of the AI Agent(s) below and their delivery option(s) to be paired with the Base Service.
| BMC HelixGPT for AIOps Base Service | ||
|---|---|---|
| Delivery Option | Success Credits Required
|
Estimated Duration |
| Standard Delivery | 5
|
4.5 days
|
| Country-Specific Staffing | 7
|
4.5 days
|
| AI Agent | Delivery Type | ||
|---|---|---|---|
| Standard Delivery Credits Required | Country-Specific Staffing Credits Required | Estimated Duration | |
| Employee Navigator | 15
|
26
|
16 days
|
| Service Catalog Curator | 4
|
7
|
5 days
|
| Service Collaborator | 5
|
9
|
6 days
|
| Ops Swarmer | 6
|
11
|
7.5 days
|
| Insight Finder | 4
|
7
|
5 days
|
| Knowledge Curator | 4
|
7
|
5 days
|
AI Agents:
Employee Navigator
Service Catalog Curator
Service Collaborator
Ops Swarmer
Insight Finder
Knowledge Curator
AI Agents:
Employee Navigator
Service Catalog Curator
Service Collaborator
Ops Swarmer
Insight Finder
Knowledge Curator
Pre-requisites:
- Customer has acquired licenses and configured the following solutions within their SaaS environments:
- BMC Helix Digital Workplace Advanced, BMC Helix ITSM and BMC Helix Business Workflows (optional).
- Customer has acquired one of the below SaaS licenses:
- Service Management Standard or Advanced.
- Customer has Knowledge Articles in BMC Helix ITSM: Knowledge Management or BMC Helix Knowledge Management by ComAround*.
- Versions 25.1 or later required for the following solutions:
- BMC Helix Digital Workplace
- BMC Helix Digital Workplace Catalog
- BMC Helix Live Chat
- BMC Helix IT Service Management with progressive views
- BMC Helix Business Workflows
- Customer has license(s) and a supported version(s) for one of the generative AI providers listed HERE.
- Customer is licensed for BMC HelixGPT.
- Customer is licensed for any third-party solution required for Customer use cases.
- Streaming needs to be enabled
Additional information:
- Estimated Duration:
- In-scope Product: BMC HelixGPT
- Service Type: Deployment
- Availability: Available
- Success Service Code: HELIX_GPT_001_OFFSHORE, HELIX_GPT_001_ONSHORE, GPT_EMNV_001_OFFSHORE , GPT_EMNV_001_ONSHORE, GPT_SVCU_001_OFFSHORE, GPT_SVCU_001_ONSHORE, GPT_SCOL_001_OFFSHORE, GPT_SCOL_001_ONSHORE, GPT_OPSM_001_OFFSHORE, GPT_OPSM_001_ONSHORE, GPT_FNDR_001_OFFSHORE, GPT_FNDR_001_ONSHORE, GPT_KNCU_001_OFFSHORE, GPT_KNCU_001_ONSHORE
- Date Last Updated: 8/27/2025
Deliverables:
Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:
- Construction Document
Completion Criteria:
BMC Helix will have completed the Service when the in-scope Service have been completed and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager.
Definitions:
Base Service: The foundational services required while enabling/deploying AI agents in a Customer’s environment. Such as, providing workshops, reviews, assistance with configurations and validation of specified data.
SharePoint: Microsoft SharePoint is a collaboration and document management platform
DWP Studio: Digital Workplace Studio empowers enterprises to build custom experiences, microsites, and persona-driven journeys to improve employee engagement, productivity, and resolution times.
AI Agent: designed to operate with minimal human input. These agents can understand natural language, take appropriate actions, and learn from every interaction to deliver more curated results over time.
Live Agent: In BMC HelixGPT, a "Live Agent" refers to a human customer service representative that a user can be transferred to when a virtual agent (powered by AI) is unable to fully resolve a query, essentially providing a seamless transition from automated assistance to direct human interaction within the same chat interface.
Global Prompt: The global prompt is the instruction to set the tone and expectation for every answer that BMC HelixGPT will generate for user queries.
Prompt: A prompt is an explicit phrase or a clear instruction provided to BMC HelixGPT based on which the desired output or answers are returned. .
Supervisor Skill: also known as “Supervisor Router Prompt”, is the main entry point for all queries, intelligently directing them to the most suitable child or listed skill.
Standard Delivery: A mix of BMC consultants and project managers sourced from various BMC locations.
Country-Specific Staffing: Upon Customer’s request and BMC resource availability, BMC will deviate from BMC’s Standard Delivery model. BMC will work with Customer to understand and address their country-specific staffing requirements. The staffing choice from which country a BMC resource comes will be mutually agreed to by BMC and the Customer.
ComAround: ComAround Knowledge is cloud-based AI-driven knowledge management software that generates consistent and personalized knowledge through a unique combination of professional, expert, and data-driven knowledge.