May 2019 Newsletter

BMC Helix: Cognitive Service Management

As AI and automation become foundational to service management, IT organizations must evolve to meet new expectations for service delivery. The next stage of the service management journey embraces and integrates cognitive technologies to create a new intelligent enterprise with BMC Helix.

Cognitive Service Management is next-generation service management enabled by digital automation, AI, and machine learning that drives new levels of agility, productivity, and efficiency. At the core of the BMC Helix Cognitive Service Management are three key attributes: cloud, containers, and cognitive capabilities.

BMC Helix Cognitive Service Management includes:

  • BMC Helix Digital Workplace: Engaging omni-channel conversational experiences that provide support whenever, wherever and however you want to work beyond web to Slackbot, Chatbot, SMSbot, and Skypebot.
  • BMC Helix Chatbot: Resolves issues using Natural Language leveraging Conversational AI.
  • BMC Helix ITSM: Delivers predictive service management through auto-classification, assignment, and routing of incidents; includes embedded multi-cloud capabilities to broker incidents, changes, and releases across cloud providers.
  • BMC Helix Business Workflows: Enables extension beyond IT to lines of business like HR, facilities, and procurement.
  • To learn more about BMC Helix, please email,, or

    Microsoft Teams wins Enterprise Connect Best in Show award and delivers new experiences for the intelligent workplace

    Microsoft Teams won the Best in Show award last March 19, 2019 at the Enterprise Connect Event in Orlando, Florida for the second year in a row in recognition for its vision for making communication and collaboration easier for the entire workforce, including those on the frontline. Over the past two years, Teams has grown significantly in both new capabilities and customer usage, as the hub for teamwork that brings people together and fosters a culture of engagement and inclusion.

    More than 500,000 organizations, including 91 of the Fortune 100, use Teams to collaborate across locations, time zones, and languages.

    Microsoft Teams is improving workplace collaboration by helping organizations move from an array of disparate apps to a single, secure hub that brings together what teams need, including chat, meetings, and calling, all with native integration to the Office 365 apps.

  • Content cameras and Intelligent Capture in Microsoft Teams Rooms will soon support an additional camera for capturing content.
  • Microsoft Whiteboard in Teams meetings provides an infinite digital canvas for meeting participants to work together directly in Teams.
  • Live captions & subtitles make your Teams meetings more inclusive for attendees that have different levels of language proficiency.
  • Secure private channels allow you to customize which members of the team can see conversations and files associated with a channel.
  • Information barriers avoid conflicts of interest within your organization by limiting which individuals can communicate and collaborate with each other in Microsoft Teams.
  • Data Loss Prevention (DLP) in chats and conversations enables the detection automatic protection, and screen for sensitive information in chats and channel conversations.
  • Live events in Microsoft 365 enables the creation of live and on-demand events that deliver compelling communications to employees, customers, and partners.
  • To learn more about Microsoft Teams, please email