Intelligent ticket routing, change impact prediction and SLA risk forecasting — across your BMC Helix or Remedy environment.
BMC Remedy and Helix hold years of incident, change and asset data. Most organisations barely use it — tickets still get manually routed, changes still go through identical CAB processes regardless of risk, and SLA breaches only become visible after they happen.
We build an AI layer on top of your existing BMC environment that reads that history, learns your patterns and starts making better decisions automatically. No platform replacement. No data migration. Generative AI handles the writing work — summarising incident threads, drafting CAB advisory notes, and authoring knowledge articles from every resolved ticket. Agentic AI handles the end-to-end work — autonomous agents that triage, coordinate across teams, track SLA, and close tickets without waiting for a human to pick up the queue.
From intelligent routing that cuts misassignment by over 60%, to SLA forecasting that surfaces at-risk tickets hours before breach — every model is trained on your own data and stays within your BMC tenancy.
NLP reads every incoming ticket, determines category, priority and the correct assignment group — then routes it instantly. No manual triage queue. No misassignment chase. Skill-based routing balances workload across your resolver groups in real time.
Before any change is approved, AI maps the CI dependency chain and predicts blast radius. Models trained on your historical change and incident data surface which changes carry real risk — and which are safe to fast-track — cutting unnecessary CAB delays.
AI matches incoming tickets against your knowledge base and historical resolutions. High-confidence matches trigger automatic resolution with a user-facing explanation. Lower-confidence matches surface the right KB article and suggested steps to the resolver — cutting handle time in half.
Predictive models monitor every open ticket and surface breach risk hours before it happens. The system factors in ticket age, resolver availability, complexity signals and historical SLA performance — alerting managers with time to act, not time to apologise.
Generative AI embedded in your BMC environment that takes the writing burden off resolvers. It summarises long incident comment chains into a single briefing, drafts CAB advisory notes from change request data, suggests knowledge article content from resolved tickets, and produces weekly SLA narrative reports for management. Your team types less and fixes more.
AI agents that operate end-to-end inside BMC Helix and Remedy — not just assist. An agent receives an incoming alert, opens and classifies the ticket, routes it to the right team, monitors SLA trajectory, coordinates follow-up actions, and closes the loop when resolution is confirmed. Every agent action is recorded in BMC's audit log. Human escalation paths remain intact wherever your process requires approval.
Four domains where AI-augmented ITSM transforms resolution speed, SLA compliance and team efficiency.
Core banking incident routing · regulatory change management · SLA compliance reporting.
Use case: Core-banking P1 auto-triage D02Network operations ticket routing · change windows for tower maintenance · NOC SLA forecasting.
Use case: NOC ticket auto-routing by region D03Asset change management · maintenance schedule impact · SLA tracking across field teams.
Use case: Asset maintenance change-impact scoring D04Clinical system incident routing · medical device change risk · HIPAA-compliant auto-resolution.
Use case: EMR incident auto-route & SLA alertDiscovery to scale, with a working pilot in weeks — not quarters.
See how we deliver →We will scope one BMC Remedy AI use case — routing, change or SLA forecasting — and deliver a working pilot in weeks.
