AWS Partner Network (APN) Blog
Transforming IT Operations with BMC HelixGPT on AWS
By Martin Wiser – Tech Director, BMC Software
By Wes Gere – Tech Architect, BMC Software
By Pranav Deshmukh – Sr. Partner Solutions Architect, AWS
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As enterprise technology environments grow increasingly complex, organizations struggle to effectively manage their IT operations. Generative artificial intelligence (AI) has emerged as a game-changing solution to address these challenges, offering unprecedented capabilities in service and operations management.
In this post, we’ll explore how BMC’s HelixGPT, combined with Amazon Web Services (AWS), can transform IT operations by reducing mean time to repair (MTTR) and enhancing decision-making processes. Discover how AI-powered agents can help your organization navigate the complexities of modern IT infrastructure more efficiently.
Understanding Generative AI and its Benefits
Generative artificial intelligence, also known as generative AI or gen AI for short, is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music. It can learn human language, programming languages, art, chemistry, biology, or any complex subject matter. It reuses what it knows to solve new problems.
Your organization can use generative AI for various purposes, like chatbots, media creation, product development, and design. This innovative technology learns patterns and structures from existing data and uses this knowledge to generate original output. Generative AI models, particularly large language models (LLMs), are trained on vast datasets and can understand and respond to complex queries, making them ideal for various enterprise IT applications.
Generative AI offers several transformative benefits for IT operations that are revolutionizing how teams work and deliver services. At its core, generative AI enhances automation capabilities by taking over routine tasks like incident logging, knowledge article creation, and report generation. This automation allows IT staff to shift their focus toward strategic initiatives that require human creativity and complex problem-solving.
The technology’s ability to analyze vast datasets and identify patterns leads to improved decision-making processes, enabling teams to make faster and more informed choices based on comprehensive data insights. Generative AI creates personalized user experiences by adapting interactions to individual needs and preferences, resulting in intuitive and efficient service delivery.
Perhaps most importantly, the technology’s predictive capabilities enable proactive problem-solving, allowing IT teams to identify and address potential issues before they develop into serious incidents. This preventative approach helps maintain system stability and reduces downtime, ultimately leading to more reliable IT operations.
Introducing HelixGPT
BMC HelixGPT, an agentic AI solution on the BMC Helix platform, uses generative AI to improve service and operations management through domain-specific AI agents. HelixGPT agents function autonomously, performing specific roles and tasks to enhance IT efficiency and user experiences. It integrates seamlessly with Amazon Web Services (AWS) such as Amazon Bedrock, offering a comprehensive solution for reducing Mean Time To Repair (MTTR) and improving overall IT efficiency.
Figure 1 – HelixGPT AWS Integration Architecture
HelixGPT Key Features
HelixGPT represents a significant advancement in enterprise IT management, offering a comprehensive suite of capabilities seamlessly integrated within the BMC Helix platform. At its core, the system provides native connectivity across various data domains and cloud environments, ensuring smooth interaction with existing modules and systems.
What sets HelixGPT apart is its flexible and open architecture, allowing organizations to customize the solution to their specific needs while maintaining robust security and data privacy standards. The platform’s integration with BMC’s industry-leading AIOps capabilities ensures that all decisions are backed by advanced situational data, providing users with real-time, contextual insights.
Organizations can deploy HelixGPT in various environments, from SaaS to on-premises, hybrid-cloud to private cloud, offering unprecedented flexibility in implementation. The platform is designed with cost-effectiveness in mind, featuring intuitive tools like automatic prompt generation that make it accessible even to novice users.
At the heart of HelixGPT’s functionality is its suite of intelligent agents, each designed to tackle specific IT challenges. The Employee Navigator serves as a conversational support system, while the Knowledge Curator actively enhances the knowledge base through automated content creation and analysis. The Insight Finder democratizes data science by enabling natural language data exploration, and the Change Risk Advisor helps organizations navigate the complexities of change management while maintaining optimal security.For more information about BMC’s HelixGPT agent please visit Agentic AI: Transform Enterprise IT Work.
The platform’s virtual assistant, Ask HelixGPT, streamlines troubleshooting workflows by providing contextual responses and eliminating manual data correlation. Meanwhile, the Proactive Problem Management component addresses common concerns associated with generative AI, such as data safety and hallucination errors, while offering flexibility in model selection.
Together, these components create a robust ecosystem that transforms IT workflows, combining the power of artificial intelligence with practical business applications to deliver enhanced service and operations management.
Integrating HelixGPT with Amazon Bedrock
The integration of HelixGPT with Amazon Bedrock provides a robust and scalable infrastructure for maximizing the benefits of generative AI in reducing MTTR.
HelixGPT leverages a domain specific Large Language Models (LLMs) for generative AI. LLMs are one of the most powerful forms of generative AI, but require intense compute resources and Graphical Processing Units (GPUs) to function, with large amounts of RAM. The cost of these compute resources, and availability of GPUs powerful enough to run LLMs is a challenge for partners and customers to acquire and maintain.
Amazon Bedrock provides streamlined access to a diverse range of LLMs for generative AI applications. HelixGPT seamlessly integrates with these LLMs through the Amazon Bedrock API, enhancing its capabilities. Notably, HelixGPT offers flexible configuration options, allowing customers to use LLMs running in their own AWS accounts, even when the BMC Helix solution is hosted externally by BMC. This approach ensures that customers maintain control over their AI resources. The LLMs operate in a stateless inference mode, meaning they do not retain any customer data processed by BMC Helix, further safeguarding data privacy and security.
Enhanced Security and Compliance Amazon Bedrock offers robust security features and compliance certifications, safeguarding the integrity of sensitive data processed by HelixGPT. This secure environment enhances trust in the AI agents’ insights and recommendations. Importantly, customer data remains protected since AWS BedRock runs in the customer’s AWS account and is not used for model training without explicit customer consent.
While most HelixGPT use cases don’t require specialized LLM training, Amazon Bedrock provides the infrastructure for custom model training if desired. Customers can leverage these capabilities within their own AWS accounts, maintaining full control over their data and AI models.
Global Reach and Availability AWS’s global infrastructure ensures HelixGPT can be deployed in multiple regions, as long as AWS BedRock is available providing low-latency access to users and services worldwide. This global reach enables organizations to support distributed teams and users effectively, reducing MTTR across the board.
Conclusion
As we conclude our exploration of generative AI’s impact on enterprise IT, the seamless integration of BMC HelixGPT and AWS represents a milestone in enterprise IT transformation. Throughout this blog, we’ve explored how this powerful combination tackles the growing complexities of modern IT environments, significantly reduces Mean Time To Repair (MTTR), and enhances operational efficiency. The integration of HelixGPT’s intelligent agents with Amazon Bedrock creates a robust ecosystem that automates tedious tasks, unlocks valuable data insights, improves team collaboration, and delivers an enhanced user experience.
As we look to the future, the evolution of generative AI technology promises even more innovative applications for enterprise IT management. Organizations leveraging the combined power of HelixGPT and AWS are well-positioned to stay ahead of the curve, driving continuous improvement in their IT operations while maintaining security and scalability.
To explore how HelixGPT can transform your IT operations, visit BMC HelixGPT or find BMC Helix on the AWS Marketplace as a Software as a Service (SaaS) solution. To download the HelixGPT datasheet or to try the solution please visit BMC HelixGPT. To learn more about HelixGPT, visit our website.BMC Helix is also available on the AWS Marketplace as Software as a Service (SaaS)
BMC – AWS Partner Spotlight
BMC is an AWS Advanced Technology Partner and AWS Competency Partner that provides an advanced monitoring solution for cloud apps and modern infrastructure that aggregates metrics across distributed services to alert you on service-wide issues and trends in real-time.