Published on January 31, 2024, 12:13 pm

Speeding up root cause identification is crucial for CIOs and their IT teams who are responsible for maintaining IT services with near 100% uptime. However, in complex enterprise environments with numerous interdependent applications generating a vast amount of data, it can be challenging to quickly make sense of incidents and resolve them.

Traditional tools often fall short in handling this data deluge and don’t provide actionable insights. However, there’s hope in the form of generative artificial intelligence (genAI), which shows great promise in boosting the efficiency of IT teams. By analyzing massive amounts of data, genAI can identify patterns that help IT teams understand the root cause of incidents faster.

Here are some ways genAI can benefit IT teams:

1. Find solutions with actionable recommendations: GenAI sifts through various information sources, including monitoring tools, tickets, and even employee-generated content, to offer suggestions and guidance for solving complex problems. This helps IT teams quickly address issues and bring services back online.

2. Identify root causes faster: Combining genAI with causal AI enables the identification of relationships between past and current incidents, leading to accurate suggestions for root causes. These insights go beyond simple correlations and provide rapid problem-solving capabilities.

3. Access information via natural language: GenAI-powered search provides precise answers to questions using natural language processing techniques. This allows IT teams to resolve issues more effectively and get systems up to speed faster, especially for less experienced team members. Additionally, genAI can summarize situations in plain language, making them easier to understand and act upon.

4. Utilize intuitive virtual agents: Leveraging an enterprise’s data through genAI platforms empowers individual employees, customers, and partners to resolve IT issues independently. In some cases, genAI can even take action to resolve problems autonomously, freeing up time for IT practitioners to focus on more complex tasks.

While genAI excels at extracting meaning from large datasets, its effectiveness relies on the availability of topology data. Discovery plays a critical role in integrating genAI into IT operations by ensuring relevant data is accessible.

To optimize incident resolution, a robust solution should combine causal, predictive, and genAI capabilities. It leverages past root cause reports to uncover authentic causal connections between events, providing plain-language summaries and recommendations based on historical solutions. This empowers IT practitioners to understand the root cause and resolve issues swiftly.

By processing dynamic data in real-time, a genAI solution can offer recommended next steps based on the current environment. Its human-like responses eliminate confusion for users, while self-service capabilities enable users to describe problems in their own words and receive targeted responses. If there are any terms or phrases they don’t comprehend, genAI can quickly provide definitions through follow-up questions.

BMC HelixGPT, part of the BMC Helix platform, enables CIOs and VPs of IT to cut through the noise and identify root causes rapidly. It provides IT practitioners with suggested solutions for quick incident resolution. As a result, IT teams become more efficient, allowing them to focus on strategic initiatives while relying on genAI for issue resolution.

Is your IT team looking to achieve greater efficiency with generative AI? Explore how BMC Helix can power your team with a guided demo today.


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