Cognitive Service Management

Cognitive Service Management is next-generation service management enabled by digital automation, AI, and machine learning that drives new levels of agility, productivity, and efficiency.


Bringing the intelligent enterprise to life
As AI and automation become foundational to service management, IT organizations must evolve to meet new expectations for service delivery. The next stage of the service management journey embraces and integrates cognitive technologies to create a new intelligent enterprise with BMC Helix.

Deliver intelligent omnichannel experiences

Every business making use of digital technologies is pushing to fundamentally advance human productivity. Embedding and enabling cognitive capabilities into Digital Workplace will revolutionize people-centric experiences in the workplace.
  • Intelligent: Predictive analysis provides fast and accurate results
  • Conversational: Virtual agents understand your queries
  • Personalized: Chatbots provide relevant and targeted information

Transform the agent experience with cognitive IT

The future of service delivery is one where enterprises make full use of intelligent systems to achieve new levels of agility, productivity, and efficiency. By embedding cognitive capabilities into existing service management processes, you can transform the way your agents deliver services.
  • Agile:Complete tasks faster, improving productivity and agility across service delivery experiences
  • Efficient:Enhance the level of service and improve SLAs with reductions in cycle time
  • Scalable: Scale by automating repetitive and mundane tasks, freeing expensive resources for innovative and people-focused work

Accelerate innovation through intelligent applications

Enterprises can infuse and embed predictive intelligence into their existing applications. Cognitive service enabled through the platform will allow developers to leverage AI capabilities in the context of their applications and business needs.
  • Out-of-box intelligence: Immediate access to leverage AI and machine learning capabilities
  • Flexible: Leverage any engine of your choice
  • Evolutionary: Evolve your existing applications with minimal risk and at your own pace

Deliver fast, accurate, and secure cloud and on-premises asset visibility


The Discovery for Multi-Cloud automates asset discovery and application dependency mapping to build a holistic view of all your data center assets, multi-cloud services, and their relationships.

Model all your asset dependencies in minutes

No matter what solutions you use, you need a single trusted source of information to proactively manage IT spend.
  • See assets and dependencies in a single pane of glass, whether on premises or in the public or private cloud
  • Empower security operations to perform essential prevention and detection
  • Start mapping from any piece of information—multi-cloud, software, hardware, network, storage
  • Reduce service outages with predictable change and configuration management
  • Coming soon—consume as a service via BMC Helix as well as on premises

On average, organizations that use BMC Discovery for Multi-Cloud reported


BMC Digital Workplace provides intuitive and intelligent consumer-like experiences to help organizations step into the future of work.

End User Experience

  • Helix Digital Workplace: Intuitive omni-channel conversational experiences for end-users beyond web to Slackbot, Chatbot, SMS, and Skype
  • Consumer-like shopping experience: Simple interface provides a familiar way to help employees get what they need
  • Single service catalog across your organization: Eliminate catalog sprawl by presenting services from multiple business units including IT, HR, and Facilities in a single catalog
  • Workflow and automation: Decrease level-one ticket costs by deflecting routine help desk calls
  • Powerful connectors: Easy to integrate into leading industry services and platforms like Microsoft Office 365, Microsoft Azure, Atlassian JIRA, Amazon Web Services (AWS).

Single Pane of Glass

An easy way to improve productivity is to enable a simple way for the workforce to see the services and knowledge available across the enterprise.

  • Fewer calls to IT and other help desks like HR
  • Fewer fragmented experiences and processes
  • Accessible across devices from mobile to PC
  • Make full use of intelligent systems to achieve new levels of agility, productivity, and efficiency

Omni-Channel Experience

Embed cognitive capabilities to revolutionize your employee experience

  • Employees expect to use modern tools to do their jobs, from anywhere, at any time, on any device. With BMC Digital Workplace, employees can use multiple channels to find information, request services, and solve problems.
  • Intelligent: Predictive analysis provides fast and accurate results
  • Conversational: Virtual agents understand your queries
  • Personalized: Chatbots provide relevant and targeted information

Unified Service Catalog

One-stop-shop for all the products and services employees need to do their work

  • With a few taps, employees can order a new computer or get the latest mobile travel app via one service catalog. Selecting services across the organization has never been easier with departments like IT, HR, and Procurement defining and managing requests and services in one place.
  • Reduce routine requests to the service desk as employees’ shop for themselves
  • Eliminate catalog sprawl by consolidating portals on a unified platform
  • Reduce shadow IT by providing employees with the latest productivity tools
  • Track usage, performance, and costs