Excels in vision, roadmap, innovation, agentic AI orchestration, analytics, and enterprise workflow management, redefining ServiceOps for the AI era.
BMC Helix has been named a Leader in The Forrester Wave: Enterprise Service Management Platforms, Q4 2025, securing the highest scores possible in 17 evaluation criteria including vision, roadmap, innovation, agentic AI development and orchestration, analytics and dashboards, partner ecosystem, and workflow management.
According to Forrester, AI is rapidly reshaping the enterprise service management (ESM) market. The research positions BMC Helix among the top providers delivering unified, AI-powered platforms that enable intelligent service orchestration, proactive management, and enhanced employee experience across IT and business operations.
“For organizations seeking a unified, AI-driven platform to manage complex IT operations, BMC Helix offers powerful enterprise workflow and task management, monitoring, and proactive management,” wrote Julie Mohr, Principal Analyst at Forrester. “Its focus on future of work, observability, and executive AI insights demonstrates differentiation beyond traditional service management.”
Ryan Manning, Chief Product Officer, BMC Helix, emphasized that the recognition validates the company’s long-term vision of transforming ServiceOps with agentic AI and experience-centric workflows.
“Being named a leader in this influential report isn’t just recognition—it’s proof that playing it safe isn’t in our DNA,” Manning said. “We refuse to follow trends—we set them. Our mission is bold: to reset the economics of IT with the anti-platform for agentic AI in ServiceOps, turning the department of ‘No’ into the department of ‘Let’s go!’”
The Helix platform is designed for AI-powered service and operations management, enabling enterprises to deploy dynamic fleets of AI agents that augment human work, automate solutions, and predict operational challenges before they impact business.
Industry analysts believe that ESM is moving from ticketing and workflow automation to autonomous service experiences powered by AI, real-time observability, and intelligent decision support. BMC Helix, with its agentic AI orchestration, enterprise workflow intelligence, and centralized dashboards, is positioned at the forefront of this shift.
A complimentary copy of the Forrester Wave™ report is available from BMC Helix.
