BMC Helix ITSM

Overview

Development stage

DeployedSource: c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.

High-impact designation

Not high-impactSource: c) Not high-impact

Impact justification

Does not produce an output that serves as a principal basis for decisions or actions with legal, material, binding, or significant effect on any of the individuals or entities identified in OMB-25-21.

Start date

2025-04 (month precision)Source: 04/2025

Withheld from public reporting

NoSource: a) No

Mission

Topic area

Information Technology

Operational functions

No function tag matched Derived by keyword rules; see methodology

Problem the AI is intended to solve

BMC Helix's ITSM AI capabilities include Proactive Problem Management and Incident Correlation, which will allow CRM's IT Service Desk to more efficiently identify issues, resolve incidents, automate case routing, and perform root cause analysis.

Expected benefits

Increase IT service desk productivity, prevent issues before they occur, and decrease user downtime.

System outputs

Prediction, recommendation

Technology

AI classification

Classical / predictive MLSource: Classical/Predictive Machine Learning: Models trained on data to make predictions or classifications based on identified patterns or relatio…

System name(s)

Redacted for cybersecurity purposes.

Custom-developed code

No

Public source code

Not reported

Sourcing

How it was built

Purchased from vendorSource: a) Purchased from a vendor

Vendor (as reported)

BMC

Vendors (standardized)

None on the standard list

A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.

Data and privacy

Involves PII

Yes

Privacy Impact Assessment

Not reported

Authorization to Operate

Yes

Demographic features

k) None of the above

Training and evaluation data

The case owner relied on DOJ AI governance practices to select and prepare data, as well as evaluate performance.

Federal Data Catalog

Not reported

Governance

0 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.

Potential impacts and how they were identified

Not reported