Software Innovator Achieves Perfect Scores in 17 Criteria, Setting a New Standard for Agentic AI and ServiceOps Excellence
BMC Helix has been recognized as a Leader in The Forrester Wave™: Enterprise Service Management (ESM) Platforms, Q4 2025 report. The platform received the highest possible scores in 17 distinct criteria, signaling a massive shift in how the industry views AI-integrated service management and infrastructure monitoring.
The report highlights BMC Helix’s unique position at the intersection of AI-powered service management and deep observability, enabling organizations to reset the economics of IT by multiplying productivity without expanding team sizes.
BMC Helix’s dominance in the Q4 2025 report is driven by its ability to unify complex IT operations into a single, intelligent workflow. The platform achieved the highest possible scores in categories including:
- Agentic AI Development & Orchestration: Moving beyond simple chatbots to autonomous agents that anticipate needs and execute solutions.
- Vision & Roadmap: Recognized for a strategy that looks past basic integration toward a unified, AI-driven future.
- Infrastructure Monitoring & Observability: Real-time analysis that prevents service disruptions before they impact the end-user.
- Unified Employee Experience: Creating a seamless, friction-free support environment across the entire enterprise.
- Innovation & Ecosystem: A commitment to setting trends rather than following them, supported by a robust partner network.
Forrester’s analysis suggests that BMC Helix is one of the few platforms successfully bridging the gap between traditional ITSM and the new era of ServiceOps.
“BMC Helix envisions a clear future and is building the right tools on its roadmap to make it happen. Effective AI executive dashboards, unified employee experience, and a focus on the future of work demonstrate a vision that goes beyond simple AI integration.” — Julie Mohr, Principal Analyst at Forrester
Ryan Manning, Chief Product Officer at BMC Helix, emphasized the company’s anti-platform approach to innovation:
“Being named a leader isn’t just recognition; it’s proof that playing it safe isn’t in our DNA. Our mission is bold: to reset the economics of IT, turning IT from the department of ‘No,’ to the department of ‘Let’s go!’ We’re not just rewriting the rules; we’re rewriting the experience.”
Key Innovations Powering the Leader Status
- HelixGPT & Agentic AI: A dynamic fleet of AI agents, like Insight Finder and Employee Navigator, that automate resolution and search natural language datasets.
- Proactive Remediation: Utilizing health score predictions and anomaly detection to maintain 24/7 uptime.
- Flexible Deployment: Available as a cloud-native SaaS, on-premises, or hybrid model to meet strict data sovereignty requirements.
