ServicesOps’ newest platform tasks AI agents with reducing change failures

ServiceOps platform BMC Helix has introduced a new AI agent designed to reduce change failures and improve risk management in enterprise IT systems.

Core innovation: BMC’s Change Risk Advisor AI agent analyzes operations and service management data to provide change risk scores and actionable recommendations for IT teams.

• The AI agent can proactively identify risky system changes by examining historical data and current service health status
• Teams can interact with the agent to ask specific questions about change approvals, ownership, and potential conflicts
• The system aims to bridge the gap between traditional Change Advisory Board (CAB) processes and rapid DevOps deployment methods

Current challenges in change management: Enterprise IT teams struggle to balance the speed of DevOps with traditional change approval processes while maintaining system stability.

• DevOps teams may deploy thousands of changes daily using CI/CD tools, bypassing traditional CAB approval processes
• Organizations often lack visibility into how changes impact their broader IT ecosystem
• The disconnect between DevOps and CAB approaches increases the risk of introducing bugs and performance issues

Key capabilities: The AI agent combines several advanced technologies to deliver comprehensive change management support.

• Integrates with both ITSM and AIOps tools to enable data-driven decision making
• Provides real-time deployment landscape visibility
• Enables natural language interactions for detailed inquiries about proposed changes
• Analyzes historical operations data to predict potential risks

Practical benefits: The system offers several concrete advantages for IT operations teams.

• Delivers proactive change risk predictions across all system modifications
• Reduces outages caused by high-risk changes
• Accelerates change deployment while maintaining security
• Improves success rates by minimizing change failures
• Facilitates collaboration between CAB and DevOps teams

Looking ahead: The integration of generative AI and agentic AI represents a significant evolution in IT service operations, though adoption and implementation challenges likely remain.

• Organizations must carefully consider how to integrate these new tools into existing workflows
• Success will depend on proper training and adoption across both traditional IT and DevOps teams
• The technology’s effectiveness in reducing change failures while maintaining deployment speed will be a key metric to watch