Root cause analysis made easy with AI

With its innovations HelixGPT and AIOps, BMC offers solutions to help businesses master the wave of technological change rather than be swept away by it. This is because BMC is building a bridge between data centre operations and service delivery, which helps to identify and resolve the causes of operational deviations more quickly.

With previous technologies, the data centre and service areas were separate from one another. This meant that, in the event of a service disruption, investigations involved a significant amount of effort. For example: A customer (employee) opens a ticket because they are having difficulty accessing a service on the intranet.

Previously, the person handling the ticket had no direct access to the metrics collected or the log entries recorded in the data centre and was unable to identify the cause themselves. BMC Helix AI Operations brings these two worlds together: both data centre operators and service providers are given a shared overview of the infrastructure, as well as the collected metrics and events. Thanks to the integrated AI, the system filters out unrelated reports and automatically summarises interdependent faults. This process enables a potential cause to be identified automatically. In our example, this would include information on which servers the intranet and the affected service are running on. Furthermore, the BMC solution not only displays collected performance indicators – such as utilisation, availability or power supply – but also offers a verbal interpretation of the metrics via Helix GPT.

This gives service delivery staff an immediate overview of where the fault originated and which indicator might be responsible. Instead of having to enquire about every single aspect at the data centre, they are immediately able to provide information and offer the prospect of a solution.

The more tickets, the smarter the answers

For the system to be able to provide suggested solutions, it must be ‘fed’ regularly. A high volume of tickets enables trends and patterns to be identified, and suggestions to be generated based on known solutions. In our example, this might mean that a suggested solution reads: “In x per cent of all cases of this type, the problem is caused by yz. The solution to the problem is…” The more tickets are added over time, the more refined and precise the information becomes.

Using the same interface promotes cross-team and cross-departmental collaboration, breaks down knowledge silos and speeds up response times in service delivery. Troubleshooting is significantly simplified and accelerated through the use of AI. Auto-correlations of incidents replace the previously time-consuming manual troubleshooting process. By using BMC Helix GPT and AiOps, businesses and organisations improve their internal service processes and thereby increase customer satisfaction in the long term.