BMC Helix Operations Management with AIOps
Service-centric monitoring, advanced event management, and next-generation probable cause analysis to improve speed and agility
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BMC Helix Discovery
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Company Overview
BMC empowers 86 percent of the Forbes Global 50 to transform digital operations into opportunity. Our leading portfolio of AI-enabled software connects data, automation, and observability across the business, enabling each customer to become an Autonomous Digital Enterprise ready to seize competitive advantage in a world of constant change. In this instance, the company put its expertise and technology to work within its own walls and created the next generation of IT operations.
BMC is moving business faster than humanly possible by leveraging its own solutions.
The Challenge
As a modern IT enterprise, BMC has teams responsible for infrastructure, networking, databases, applications, and more. In turn, it relies on many technologies to deliver its services. This led to a complex IT environment, which generated significant noise, including false alarms and events, so many that they were often ignored.
“You had so many different monitoring tools and events coming at you,” says Andy Abrams, IT Director at BMC. “Just being able to organize that and reduce noise was no mean feat.” BMC needed a faster way to get to the cause, impact, and resolution, which was the impetus for the shift to its current AIOps model.
I cannot think of any other solution in the market that could have done this using a single solution across our entire environment.
The Solution
In 2021, the BMC IT organization took its “monitor what matters” mantra to a new level by leaning into a cloud and artificial intelligence (AI)-focused migration for its operations.
The first step was to make BMC Helix Operations Management a “manager of managers” and send all events generated by on-premises systems through the cloud to a single-pane-of-glass view with BMC Helix Operations Management. This allowed the BMC team to monitor and manage thousands of virtual machines, containers, and application stacks from one place. “I cannot think of any other solution in the market that could have done this using a single solution across our entire environment,” says Shrikant Dhage, IT Senior Manager at BMC.
The first building block of the single-platform model was BMC Helix Discovery. It communicates with all IT components and assets, providing visibility into their relationships.
We can accurately forecast future requirements and proactively prevent potential impacts before they arise.
BMC enabled BMC Helix Service Monitoring, where events from monitoring match up with service models, driving probable root causes, predictions, noise reduction, and reducing mean time to repair (MTTR). “BMC Helix Service Monitoring truly gave us a single pane of glass to not only see how an issue or alarm came to pass but also the root cause and what it impacts,” says Andy Abrams, IT Director at BMC. “It also allows us to get the issue to the right team faster.”
The BMC Helix Dashboard allows the team to visualize data in one place—no more pulling multiple reports from multiple systems and comparing them. Masses of products and data sources are consolidated through a data lake and fed into the unified BMC Helix Dashboard for effective reporting and visualizations, giving BMC more in-depth analysis capability than ever before.
Bob Hayward, Senior Manager, IT Digital Enablement at BMC, adds, “Now, with AIOps, you can see what's been going on. Knowing when the event occurred and what was happening at the time makes a huge difference. By leveraging BMC Helix Capacity Optimization, we can accurately forecast future requirements and proactively prevent potential impacts before they arise. The AIOps data in our dashboards drives our meeting agendas because we have confidence that what we are looking at is accurate.”
The Results
The key to AIOps success is fully understanding one’s services. As a result, AIOps aligns predefined remediation actions with detected issues, minimizing manual intervention and speeding up automated MTTR. The platform's ability to provide insights into service delivery lays the foundation for effective real-world automation.
A perfect fit for organizations that want architectural flexibility combined with insightful service management, AIOps from BMC Helix allows a single view of the entire IT estate. Thousands of virtual machines, containers, public and private clouds, application stacks, and more are tracked down by BMC Helix Operations Management.
Reading and interpreting health reports from all of these components in the infrastructure is the role of an AI-based analytical engine, which powers the global command center. Assessing and speeding MTTR, event correlation, and probable root cause keeps false alarms at bay.
“Amazingly, the AIOps global command center for the entire company is run by just two people per shift,” says Hayward. “Today, we've gotten to a point where we trust the monitoring more and get fewer people questioning what's going on. This monitoring improves MTTR and capacity insights. We’re achieving a 75 percent improvement in MTTR. Because the monitoring is so dependable, we have also achieved and supported an automated asset reclamation process, resulting in $380K [savings] annually.
Finally, the ability to map service blueprints against BMC Helix Discovery data has allowed BMC to reduce the time to create service impact models from days to minutes. The service models are dynamic and kept current with BMC Helix Discovery scanning, so they aren’t outdated as soon as they are built.
The BMC team’s experience has paved the way for more customers to benefit from AIOps. That’s because the BMC platform integrates with third-party solutions so customers can build as they go. Abrams concludes, “AIOps solutions live together on a single platform so customers can subscribe and consume more BMC products as they continue to mature.”
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