AI Agents Fixing Your IT Before You Even Know Something Broke | Erhan Giral & Ryan Manning, BMC Helix

What's that gonna do to IT stuff? It sounds like it's gonna get increasingly automated. That space is changing pretty quickly, and that workflow is changing agentic AI pretty dramatically. Right now, AI, if you think about it, AI is only learning through someone else's description. Right? People will start exposing these models to the real world more and more so that they can create they can gain that first person view of things. Once we detect something, we always ask the data why why why until we get to a point where we can take an actionable step to mitigate or perhaps even remedy that issue. Why why don't you introduce yourself to listeners? My name is Arhan. I run the, AI office for BMC Helix now. Work with Ryan on applying AI to various different problems in service ops space. So service ops is essentially you can think of that as, any digital business these days is really a conglomeration of, IT IT services you can imagine. And service ops is essentially an attempt to automate operational activities around these services as much as possible, so that we look at enterprises as combination of software, infrastructure, and human beings operating on these, on these assets. And, we provide various, products and now nowadays, agents, to automate different workflows around the around these services. My personal background is in, monitoring space. I've I've done a, early work on monitoring applications and infrastructure and then combinations of them, which means, you know, you have to process a lot of machine data. You have to reason be able to reason about high throughput, you know, streams of data that these data centers and these machines are constantly emitting. So, yeah, that's what I do in Helix. We're gonna talk about, Helix and and, IT service management. Can you begin, one of you, by talking about how the landscape has changed with the introduction of AI agents? What the process for service management was before and and then what it's migrated to today. Yeah. And and, you know, just thinking back in the old days, it was Jira. Right? You would you would open up a Jira ticket. It is, it is does your solution work alongside Jira, replace it? Just for people that aren't that familiar with. Yeah. Right. And and and, you guys, we'll give the background of BMC first. You were talking about that, before we started. Yeah. Yeah. So, I mean, service management the discipline is, is complicated. The the explanation of what they do is pretty simple. It's the front door, to IT. So if, you know, I'm a new employee trying to get my laptop provisioned or if my if I'm having an issue, with an application, I might go to a portal, send an email, call the service desk, and try to get that remediated. And, that that that space is changing pretty quickly and that that workflow is changing, with agentic AI pretty dramatically. …