BMC Software | November 06, 2023
BMC Software's new AIOps capabilities in BMC Helix Operations Management use AI for quick IT issue resolution.
The solution boosts IT operations in hybrid, multi-cloud environments, enhancing visibility and service performance.
New features like service blueprints, causal AI-powered explainability, and AIOps situation fingerprinting expedite incident resolution and risk recovery.
BMC Software, a global leader in IT solutions, announces new AIOps capabilities for its BMC Helix Operations Management solution using the BMC HelixGPT capability. The solution uses advanced AI to find problems' root causes more quickly. It changes the way IT works by adding dynamic service modeling, situation explainability, and deep container auto-detection to better understand containerized environments.
As businesses grapple with complex hybrid, multi-cloud environments and increasing data volume and complexity, the need for advanced AI and machine learning to drive visibility, observability, and optimum business service performance is paramount.
Nancy Gohring, research director for IDC's Enterprise System Management, Observability and AIOps program, emphasized the importance of modernizing IT operations in line with the adoption of hybrid and cloud-native technologies. AIOps capabilities that leverage AI to pinpoint problem causes, guide users to the correct response, and predict potential future issues are key to ensuring service delivery aligns with business outcomes.
The BMC Helix Operations Management solution combines advanced causal AI to identify issue root causes, predictive AI for proactive problem identification and resolution, and generative AI for automating event summaries and best action recommendations for complex problems. These innovations enable IT operations to deliver higher service availability and resilience to businesses, driving efficient operational performance with greater tool silo visibility and superior AI-driven insights for significantly improved problem identification and repair times.
The new BMC Helix Operations Management innovations include out-of-the-box service blueprints, situation explainability powered by causal AI, and AIOps situation fingerprinting powered by AI, GPT, and NLP. These features ensure accurate service models in ever-changing IT environments, swift incident resolution, and faster recovery from service outages and other potential risks.
While the new AIOps capabilities in BMC's Helix Operations Management solution offer a host of benefits, they also present potential challenges. The complexity of AI systems can lead to difficulties in understanding and controlling their operations, which could pose challenges in troubleshooting and rectifying issues. Additionally, the heavy reliance on AI might reduce the level of human oversight in IT operations, which could be risky in certain scenarios. The effectiveness of the solution is also heavily dependent on the quality and quantity of data it receives, which might not always be optimal in real-world scenarios.
On the brighter side, the benefits of this solution are substantial. The use of advanced AI capabilities allows for swift identification and resolution of IT issues, greatly improving operational efficiency. The solution's ability to enhance IT operations in complex hybrid, multi-cloud environments is a significant advantage, as it provides much-needed visibility and service performance. The new features, including out-of-the-box service blueprints, causal AI-powered explainability, and AIOps situation fingerprinting, ensure swift incident resolution and faster recovery from potential risks. These innovations lead to higher service availability and resilience, which are crucial for businesses in today's digital age. Overall, despite some potential challenges, the BMC Helix Operations Management solution's new AIOps capabilities present a promising advancement in the field of IT operations management.
Business Wire | October 30, 2023
Deloitte and ServiceNow (NYSE: NOW) today announced an expansion to their alliance to integrate Now Assist generative AI capabilities with next-generation managed services. The alliance will provide end-to-end managed services and beyond, known in the industry as Operate services, through the combination of Deloitte’s domain and industry experience coupled with ServiceNow’s generative AI-enabled enterprise platform. Deloitte will also pioneer the use of ServiceNow’s platform to scale their client Operate services globally.
In today's challenging market conditions, many organizations often face inefficiencies and loss of productivity due to siloed operations across enterprise functions, such as finance, HR, IT, supply chain and procurement. This lack of agility is causing many organizations to rethink how they can boost efficiencies across their businesses through evolving generative AI technology to gain a competitive advantage. Generative AI is number one on the list of C-suite emerging technology investment priorities over the next twelve months, and in the next 3 to 5 years, revenue growth is the top long-term business outcome executives are looking to achieve with generative AI initiatives, according to IDC.
With generative AI at the heart of our expanded alliance, Deloitte and ServiceNow are positioned to help organizations realize their business transformation agendas through end-to-end Operate solutions, said Joe Ucuzoglu, Deloitte Global CEO. Leading organizations are seeking industry-tailored technology solutions to accelerate the time to value, which is exactly what our expanded alliance will deliver.
“Deloitte’s commitment to enhance their service offerings with ServiceNow’s Now Assist generative AI capabilities demonstrates its market-leading innovation on behalf of customers around the world,” said ServiceNow Chairman and CEO Bill McDermott. “This kind of co-development creates a fly-wheel effect for businesses – more use cases drive more workflow automation. Together, ServiceNow and Deloitte can deliver superior digital transformation to help customers in every industry improve their business.”
Deloitte’s Operate services are focused on helping customers manage their organizations’ ongoing operational and technology needs through strategically enhancing technology applications, cloud, and infrastructure, while also delivering ongoing advisory, data, and analytics services to help exceed customers’ business transformation agendas.
OperateEdge, Deloitte’s proprietary Operate management and delivery platform, combines data, tools and knowledge driven by Deloitte’s methodologies, industry standards, and leading AI practices. Industries and business areas will see a dramatic change in outcomes via Deloitte’s industry experience—and by using ServiceNow as the platform to scale client Operate services globally. Examples include:
Incident management allows for greatly improved productivity and experience through faster resolutions. The overall workload across the service delivery spectrum can improve efficiency by 20 to 30 percent.
Customer Service Management can streamline the customer engagement process from beginning to end by rapidly generating summaries from cases and chats, reducing the overall manual work for agents.
HR Service Delivery can enable generative AI capabilities for Case and Knowledge Management to boost agent productivity and deliver faster case resolution for employees, improving overall experience.
Through Deloitte’s industry experience—and by using ServiceNow as the platform to scale client Operate services across the globe—the companies also plan on delivering transformation across industries and business areas. Examples include:
Supply Chain: Can enable organizations to achieve sustained value across the supply chain and manufacturing functions, by operating client’s supply chain end-to-end, and leveraging AI-enabled assets to deliver value in quality, cycle times, asset efficiency and overall cost optimization.
Financial Services: Deliver leading operations and technology capabilities, specialized talent, and advanced technologies to streamline, automate and operate multiple functions, by managing assets across the spectrum of specialists and technology solutions to accelerate the organization’s transformation goals.
Life Sciences and Healthcare: Manage, run, reimagine, and transform core healthcare processes such as clinical operations, patient/clinician engagement, supply chain and administrative cost management, using analytics and AI-driven operations for patients, members, and clinicians to have a differentiated experience.
Sustainability: Manage, visualize, report and mitigate on sustainability initiatives, policies, and compliance, by leveraging data and generative AI to unlock valuable insights that propel sustainable logistics, reduce carbon emissions, and drive progress towards an organization’s sustainability and climate goals.
According to Deloitte Consulting’s latest Global Shared Services and Outsourcing Survey, 67% of executives indicate a budget increase for Operate services. In addition, Deloitte’s recent thought leadership with Harvard Business Review showcases how bringing in outside experience for core functions is changing the shape of business. Key benefits include replacing traditional outsourced service projects that focus on simple task completion and cost reduction with outcome-oriented engagements that allow organizations to operate with greater agility.
Deloitte is also infusing generative AI applications and capabilities across its organization to help its professionals become more efficient and productive. As part of this ongoing commitment, Deloitte is rolling out purpose-specific Large Language Models (LLMs) to support specialized teams across its business, building on Deloitte’s proprietary and deep knowledge of industries and domains, enriched with other data and insights. Additionally, Deloitte is increasing AI fluency, training more than 120,000 professionals as part of the next generation of AI talent via the Deloitte AI Academy™, as well as investing more than $2 billion in global technology learning and development initiatives through the Deloitte Technology Academy program, to boost skills in AI as well as other key industries and functional areas.
‘’This is an exciting step in our combined Deloitte and ServiceNow AI journey where we are continuing to bring together leading, unique industry assets and services that help address complex challenges that clients need to overcome, with a dedicated ServiceNow Assets & Solutions group (ASG) of professionals, unlocking more value from their investments with speed, scale and insight,’’ said Asish Ramchandran, Deloitte’s Chief Commercial Officer for the ServiceNow alliance.
Deloitte and ServiceNow are building on an eleven-year alliance. Most recently, Deloitte launched a dedicated ServiceNow Assets & Solutions Group (ASG), a team built to harness the power of the ServiceNow platform to deliver industry-specific outcomes for customers. Additionally, Deloitte has been presented with several ServiceNow awards in 2023, including: Americas Service Provider Partner of the Year, Worldwide Manufacturing Industry Partner of the Year, Worldwide Built with ServiceNow Offering Partner of the Year, Worldwide Employee Workflow Partner of the Year, APJ Customer Workflow Partner of the Year, and EMEA Transformation Partner of the Year.
PR Newswire | November 03, 2023
CGI (NYSE: GIB) (TSX: GIB.A) today announced the expansion of the company's partnership with Google to drive innovation in the responsible use of artificial intelligence (AI) technologies. This partnership will help clients accelerate their time-to-value from new generative AI use cases specific to their industries. As part of the agreement, CGI will leverage Google Cloud Platform (Google Cloud) to enhance the capabilities of its CGI PulseAI solution, a hyper-automation and decision engine platform that uses AI and machine learning models to deliver high-performance intelligent process automation.
"AI continues to be at the top of discussion agendas with clients around the world seeking trusted advice from CGI for how to responsibly move from AI experimentation to implementation—while accelerating their return on investment," said CGI President and Chief Executive Office George D. Schindler. "Our expanded partnership with Google is one of the key global alliances that will help us develop and deliver new AI-based services and solutions for clients, as well as expanded skills development opportunities for our consultants."
Generative AI is fundamentally changing how many businesses operate, fueling a new era of cloud that can benefit virtually every area of an organization, said Thomas Kurian, CEO of Google Cloud. By utilizing Google Cloud's leading GenAI capabilities, CGI can help clients unlock new insights that help them improve operations and productivity.
Google's Vertex AI will enable CGI PulseAI to build trusted industry-specific large language models that will enable the development and implementation of unique generative AI use cases for clients. For example, in the financial sector, Google Cloud's trusted data will enable CGI PulseAI to refine a tailored model, called "FinPulseAI," for financial services clients.
Likewise, unique models can be developed for other industries, increasing CGI PulseAI's rapid adaptability in meeting the industry-specific needs of clients. For example, CGI plans to explore the use of Google's MedPaLM2 model for transforming medical claims processing and validation. The initiative will merge CGI's deep health sector expertise with Google's advanced AI model to provide enhanced medical claim validation and fraud detection for health clients. Clients will be able to process medical claims faster and with greater accuracy, ensuring that each claim is legitimate and compliant. By harnessing the power of models like MedPaLM2, health providers, researchers, and administrators will have expanded tools that enable better delivery of care while expanding the boundaries of medical science for the benefit of patients and society.
Google Cloud's robust, scalable infrastructure also will accelerate clients' implementation of CGI PulseAI services by managing all computing and memory requirements, increasing the solution's customization capabilities and enabling a broader range of solution offerings. With the integration of Google Cloud and CGI PulseAI, clients can better meet today's business demands, as well as predict and address industry challenges before they emerge, helping them stay at the forefront of their industries.
CGI will launch Google AI training globally as an addition to the AI curriculum in its "CGI Academia" online university. The two companies also will develop AI sandboxes using Google Cloud technologies to support ongoing AI development in support of the delivery of innovative solutions.
CGI's end-to-end capabilities in data science and machine learning, combined with its deep domain knowledge and technology engineering skills, help clients generate new insights, experiences, and business models powered by AI. CGI PulseAI is a trademark of CGI Inc. and its related companies. For more information on the company's AI expertise and offerings, visit cgi.com.