Discovery module is the foundation for the Helix platform. Because when you sell ITSM, the first step in the project is to install Discovery. When you install the storage, you discover all the infrastructure, assets, components, and service dependencies. With that, you start to populate the configuration management database, the CMDB.
When you populate the CMDB with the information you get from Discovery, you have very intelligent and updated information in your CMDB. After that, you proceed to the service catalog, and then you start setting up your workflows and automating the workflows that manage the IT services.
BMC is a great company because it has transformed the ITSM concept into the ESM concept, enterprise service management. The primary goal is to manage all lines of business. You don't just use ITSM to manage IT services; you also use HR, legal, sales, or any line of business. You can create workflows on the BMC Helix platform to manage any service.
Discovery module gives the foundation of all this and provides a lot of information. It maintains that information because Helix periodically rediscovers the environment and updates the CMDB and everything integrated with the BMC Helix platform.
I like the artificial intelligence and machine learning that it uses in the solution. Because once the solution discovers all the assets, all the infrastructure, and all the dependencies between services, it learns how it works. So, it learns to predict when a problem is going to happen. It becomes predictive in an autonomous way.
You don't need a human to do that, and it helps the IT team go to the root cause of the problem. That reduces noise about the exam. Like, when a portal or a system goes down, you have a storm of incidents.
Everybody opens an incident because they can't access the portal. It's not working, or they access it, and they can't input data into the portal or something like that. So when you have the AIOps — the artificial intelligence and machine learning — you aggregate all these incidents and use information from other solutions like a CMDB, Helix, nonuse, Dynatrace, or Apache Log. It makes the relationship between all this data and helps you go to the root cause of the problem really fast.
So, AIOps is the most important feature of the BMC Helix platform because it helps a lot. It combines IT operations with business operations. Today, in most enterprises, we have siloed areas.
Business is siloed, and what they're doing in IT is isolated here. But when you deliver the BMC Helix platform to an enterprise, you help them break these silos and integrate all areas. The visibility that the platform gives is for all areas, not just for IT. So, in the portal, you have a collaboration, like social media collaboration, and you have a chatbot, an automated chatbot, and an intelligent chatbot, which helps you understand the problems you encounter.
And the communication between the areas becomes better. And this is all possible because of the AIOps in the solution.
