BMC Helix has announced the 25.2 release of its AI-native platform, introducing advanced agentic AI capabilities to transform IT service management and AIOps. The update enhances productivity, improves employee experience, and ensures high-quality service interactions through intelligent automation and insights, solidifying BMC Helix’s leadership in AI-driven IT solutions.
BMC Helix 25.2 boosts IT service management with agentic AI.
New AI agents enhance AIOps for incident prevention.
Custom AI agents built via no-code BMC HelixGPT Agent Builder.
Ops Swarmer enables rapid collaboration in Microsoft Teams.
Post Mortem Analyzer improves learning from resolved incidents.
Insight Finder creates dynamic dashboards using natural language.
The BMC Helix IT Operations Management for AIOps 25.2 release introduces new AI agents to enhance observability and prevent major incidents. The BMC HelixGPT Post Mortem Analyzer delivers detailed reviews of resolved incidents, enabling IT operations and SRE teams to learn from past issues. Meanwhile, the BMC HelixGPT Insight Finder offers a natural language chat interface, allowing service owners to generate dashboards and reports dynamically, providing critical insights into service health issues.
The platform’s AIOps capabilities earned the highest score in agentic AI criteria in The Forrester Wave™: AIOps Platforms, Q2 2025 report, underscoring its ability to optimize application performance and reduce downtime through proactive insights.
The BMC Helix Service Management 25.2 release empowers IT teams with flagship agentic AI enhancements. The BMC HelixGPT Agent Builder enables IT and line-of-business analysts to create custom AI agents using a no-code framework, tailoring solutions to specific needs. The BMC HelixGPT Catalog Curator simplifies the creation of new service catalog offerings through a conversational GPT interface, streamlining service delivery.
Additionally, the enhanced BMC HelixGPT Employee Navigator, now included for all BMC Helix ITSM users, supports image file processing, allowing users to submit images via mobile devices for faster issue resolution.
The BMC HelixGPT Ops Swarmer enhances team collaboration by launching Microsoft Teams sessions directly from incident records in the BMC Helix ITSM solution. By analyzing past responses to similar issues, the platform recommends optimal team members, enabling rapid and effective collaboration. This feature reduces resolution times and improves service quality in complex IT environments.
"As leaders in Agentic AI, we are thrilled to bring an even broader scope of capabilities to Helix with this release," said Ryan Manning, chief product officer at BMC Helix. "Customers will be able to support their employees through enhanced Teams integration, maintain service quality when incidents occur, and adapt in complex technology environments with ease. These are differentiators that help their business thrive, and BMC Helix delivers."
"Customers looking for a trusted partner with world-class experience that understands their current state and envisions their future IT needs from a business outcomes perspective should choose BMC," wrote Carlos Casanova, principal analyst at Forrester and author of The Forrester Wave™: AIOps Platforms, Q2 2025 report.
The BMC Helix 25.2 release redefines IT service and operations management by leveraging agentic AI to automate tasks, enhance collaboration, and deliver actionable insights. This update empowers organizations to maintain service excellence and drive innovation in the AI-driven era.
BMC Helix, now an independent company, helps the world's most forward-thinking IT organizations turn AI into action – unlocking human potential to multiply productivity so teams can focus on the work that matters most. With an industry-leading, AI-powered, open platform, BMC Helix delivers a dynamic fleet of AI agents that augment work across enterprise IT service and operations management to anticipate needs, automate solutions, and accelerate outcomes for ServiceOps.
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