Case Study: BMC Helix reduces MTTR by 25% to 35% with Apigee

BMC Helix reduces MTTR by 25% to 35% with Apigee

BMC Helix, a provider of IT service management solutions, faced the challenge of moving beyond simple reliability to deliver intelligent, automated support for mission-critical IT environments. They needed a more advanced large language model (LLM) to understand complex observability data and provide actionable plans, all while ensuring secure deployment for their customers in industries like financial services and telecommunications.

Using Llama models available on Google Cloud's Gemini Enterprise Agent Platform, BMC Helix fine-tuned an AI agent called HelixGPT. This solution allowed for efficient deployment on a single GPU and provided a robust, agentic framework that reasons and plans. The implementation resulted in a 25% to 35% reduction in customers' Mean Time to Recovery (MTTR), significantly increasing uptime for their mission-critical services. Google Cloud's platform simplified deployment and enabled BMC Helix to quickly integrate this powerful AI capability into their customers' existing chat workflows.