How much could better IT operations be worth?

Step 1

Who are you?

Step 2

Your numbers

Slide or type the number you know. We fill the rest from these.

Step 3

Shareable estimate

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Net ROI cautious · likely—

ROI without outages cautious · likely—

ROI with outages cautious · likely—

Payback likely · cautious—

Staff hours back each year—

Capacity released —

Freed time becomes cash only if roles move to other work or are not backfilled.

How do you buy Helix?

AI Service Management

Where the value comes from

Outage costs are not counted. That is extra benefit (not counted).

Adoption grows over time: 50% in year 1, 85% in year 2, 100% after.
We count only 50–70% of saved time.
Outage costs are not counted in ROI.
Each saving is counted once.

Defaults are cautious. They sit at or below public figures. No public source: major-outage labour cut, emergency team call cut, handle-time cut, HR/ESM self-solved tickets, on-prem cost split. These are our own careful estimates.

Independent work by Suhayl Patel. Not a BMC tool. Not a quote. Not a customer result. Default numbers are careful examples.

https://suhaylxp-ae.github.io/helix-roi-calculator/

Before and after

Business outcomes (not counted in ROI)

These show how work changes. They are not added to the money case.

First-contact resolution today %

Products in this model

Global settings

Currency i Units per 1 USD i Time horizon i How do you buy Helix?

AI Service Management i

What’s included

Standard: Employee Navigator, Insight Finder, plus 3 agents you choose. IT service management, change, knowledge, CMDB, self-service portal, live chat, case management, dashboards.

Advanced: everything in Standard, plus all agents, Ticket Resolver, up to 10 custom agents, ready-made HR, workplace and security content, and advanced impact analysis.

You bring your own AI model. Check your BMC contract for exact terms.

Source

% of saved time put to other work advanced i

Adoption grows over time: year 1 50%, year 2 85%, after that 100%. We count only 50% (cautious) or 70% (likely) of saved time. The share of saved time your team can really use is the only default cut.

Licence by module illustrative assumption

Only selected products are summed. One-time services start at 40% of that year-1 SaaS licence. You can edit the dollars or the %.

Services as % of year-1 SaaS licence illustrative assumption One-time services i

On-premises cost illustrative assumption

Benefits do not change. Payback uses cash by month. The licence is paid once in month 0. Then you pay running costs each year.

Perpetual licence illustrative assumption i Licence multiple of SaaS illustrative assumption Annual maintenance % of licence illustrative assumption Infrastructure and hosting / year illustrative assumption Admin and upgrade staff (FTE) illustrative assumption i Hours per FTE / year illustrative assumption

Loaded hourly rates

Service desk illustrative assumption source Engineer illustrative assumption Network illustrative assumption Admin illustrative assumption Case agent illustrative assumption

ITSM Service Desk staff time

First we count extra tickets solved without the service desk. Then we cut handle time only on tickets that remain.

Tickets / year illustrative assumption i Current self-service % illustrative assumption i source Extra self-solved tickets % illustrative assumption i source Level 1 minutes / ticket illustrative assumption i source Level 2 tickets % illustrative assumption i Level 2 minutes / ticket illustrative assumption i Handle-time cut on remaining tickets % illustrative assumption i

AIOps staff time extra benefit (not counted)

Noise is cut first. Checking alerts applies only to alerts that remain. Time to fix major outages is engineer hands-on hours, never the outage clock.

Alerts / year illustrative assumption i % noise today illustrative assumption % of noise suppressed illustrative assumption i source Minutes to check each remaining alert illustrative assumption Auto-remediable events / year illustrative assumption Minutes each auto-remediated illustrative assumption Major outages / year illustrative assumption Engineers per major outage illustrative assumption Hands-on hours / major outage illustrative assumption i Major-outage labour cut % illustrative assumption i Emergency team calls / year illustrative assumption People per emergency team call illustrative assumption Hours per emergency team call illustrative assumption Emergency team call cut % illustrative assumption i Service models illustrative assumption Hours to maintain / model / year illustrative assumption Service-model cut % illustrative assumption i

Optional outage cost extra benefit (not counted)

Major-outage minutes × cost per minute. Not counted in ROI unless you turn on Include outage savings.

Avg elapsed major-outage minutes illustrative assumption Cost / minute of major outage i source Include outage savings Enter your own cost per minute first.

Vendor claim (not used as a default): BMC reports 75% faster time to fix in its own AIOps work (helixops.ai).

Helix AI Agents staff time add-on

Add-on only. Counted if ITSM and/or Change is selected. Extra self-solved tickets with ITSM are combined and capped at 40%. Each agent’s value is shown after we count only 50–70% of saved time.

Select ITSM and/or Change to activate AI Agents. This layer does not run on its own.

Extra agents chosen: 3 of 3

Employee Navigator—

Extra tickets solved without the service desk. Combined with ITSM extra self-solved tickets.

Extra self-solved tickets % illustrative assumption i

Service Collaborator—

Routing cut on tickets that still remain after self-solved tickets and the handle-time cut.

Cut on remaining handle time % illustrative assumption i

Knowledge Curator—

Articles / year illustrative assumption Hours per article illustrative assumption Effort cut % illustrative assumption i

Change Coordinator—

Further cut on Change-module effort that remains after the Change effort cut. Requires Change.

Cut on remaining change hours % illustrative assumption i

Insight Finder—

Reporting hours / year illustrative assumption Effort cut % illustrative assumption i

Ticket Resolver—

Works on incidents still left after Employee Navigator and Service Collaborator. Requires ITSM. Our own careful estimate.

Available with Advanced

Share of remaining incidents that qualify % illustrative assumption i Minutes saved per qualified incident illustrative assumption i

Agent values are careful examples. Check them against your own data. Combined self-solved tickets cannot exceed 40% of remaining human tickets.

Change & Problem staff time cash if cost filled

Effort cut first. Failed-change reduction is cash if you enter a cost per failure. If not, avoided rework hours are staff time. Problem hours are separate. Patch changes are subtracted when TSSA is also on.

Changes / year illustrative assumption i Hours per change illustrative assumption Change effort cut % illustrative assumption i Change failure rate % illustrative assumption source Relative failure reduction % illustrative assumption i Cost per failed change i Problem tickets / year illustrative assumption Hours per problem illustrative assumption Problem effort cut % illustrative assumption i

Network Management staff time

Onboarding hours and false-alert suppression. If AIOps is also selected, these alerts are subtracted from the AIOps count.

Devices illustrative assumption New devices / year illustrative assumption Onboarding hours / device illustrative assumption Onboarding cut % illustrative assumption i Network alerts / year illustrative assumption % false illustrative assumption % of false suppressed illustrative assumption i Minutes / alert illustrative assumption

Discovery / CMDB / Asset Management staff time cash if filled

Record-update and audit hours. Reclaimed unused assets are cash only if you enter a count and unit cost. Breach risk is extra benefit (not counted).

Assets illustrative assumption Asset-record updates / year illustrative assumption Minutes per update illustrative assumption Update cut % illustrative assumption i Audits / year illustrative assumption Hours per audit illustrative assumption Audit cut % illustrative assumption i Reclaimable unused assets illustrative assumption i source Unit cost of unused asset i

Breach-risk reduction is extra benefit (not counted). It is not converted to money.

Server Automation (TSSA) staff time

Patch, vulnerability, and compliance labour. If Change is also selected, patch cycles are subtracted from the Change volume.

Servers illustrative assumption Patch cycles / year illustrative assumption Hours / server / cycle illustrative assumption Patch cut % illustrative assumption i source Vulnerabilities fixed / month illustrative assumption Hours per vulnerability illustrative assumption Vulnerability cut % illustrative assumption i source Compliance checks / year illustrative assumption Hours per compliance check illustrative assumption Compliance cut % illustrative assumption i

Continuous Optimization (BHCO) true cash

This module is one of the few that produces true cash (cloud, hardware, storage), not only staff time. Planning hours stay in the staff-time ledger. Capacity outages are extra benefit (not counted).

Monthly cloud spend illustrative assumption Cloud right-sizing % illustrative assumption i source Annual hardware refresh spend illustrative assumption Avoided refresh % illustrative assumption i Annual storage spend illustrative assumption Avoided storage % illustrative assumption i Planning and reporting hours / year illustrative assumption Planning-hours cut % illustrative assumption i Shortage-outage events / year illustrative assumption Elapsed minutes / outage illustrative assumption Cost / minute of shortage outage i

ESM / Business Workflows staff time

HR, finance, and facilities cases. Not IT tickets. Self-solved tickets first, then rework and status-enquiry cuts on remaining cases. Case management is in both packages.

Ready-made HR content needs Advanced. Without it, expect slower results.

Cases / year illustrative assumption i Handle minutes / case illustrative assumption Self-solved tickets % illustrative assumption i % of remaining cases with rework illustrative assumption Rework minutes / those cases illustrative assumption Rework cut % illustrative assumption i % of remaining cases with status enquiries illustrative assumption Enquiries per those cases illustrative assumption Minutes per enquiry illustrative assumption Status-enquiry cut % illustrative assumption i

How we count value

Cash, counted staff time, and extra benefit (not counted) are kept apart. Headline ROI is cash plus counted staff time. Adoption grows over time: 50% in year 1, 85% in year 2, 100% after. We count only 50–70% of saved time. Hours cannot exceed the baseline in that area. Each saving is counted once. Outage costs are not counted in ROI unless you turn on Include outage savings. That line is tagged Outage savings (your own figure). It uses your cost per minute, grows in over time (50 / 85 / 100%), is not cut by the 50–70% time rule, and is capped at half of yearly outage cost.

Simple-mode ratios (illustrative; edit the derived fields here to override):

Tickets / year = tickets per month × 12. Alerts / year = alerts per day × 365. Major outages / year = major outages per month × 12.
Changes / year = 5% of IT tickets. Problems / year = 0.375% of IT tickets.
Auto-remediable events = 5.7% of annual alerts. Network alerts = 43% of annual alerts when Network is on (then subtracted from AIOps).
Emergency team calls / year = major outages × 20 / 72. Knowledge articles and reporting hours = IT staff × 5. ESM cases = IT staff × 150.
Network devices = IT staff × 31. New devices = IT staff × 5. Assets = IT staff × 312. Asset updates = IT staff × 250.
Service models = IT staff × 0.5. BHCO planning hours = IT staff × 7.5. Monthly vulns = servers × 40 / 1,800.
Annual hardware refresh = 18.5% of annualised cloud. Annual storage = 4.2% of annualised cloud.

Sources for the default numbers

Defaults are cautious. They sit at or below these public figures. Where no neutral public source exists, the number is our own careful estimate.

Self-service rate: worldwide average 8.9% (range 0–48%). MetricNet via HDI. thinkhdi.com
Shift-left planning assumption: 30% of Level 1 tickets to self-help. HDI. HDI PDF
Ticket handle time: 8.6 minutes on average. MetricNet via HDI. thinkhdi.com
Cost per ticket: about $16–17 in North America (2021). MetricNet via HDI. thinkhdi.com
Alert noise reduction: median event compression 87% (vendor data, 130 enterprises). BigPanda. BigPanda
Outage cost: 54% of serious outages cost over $100,000. Uptime Institute 2025. Uptime Institute
Change failure rate: 5% to 40% by team group. DORA 2024. dora.dev
Patching: 16 days on average to patch critical issues; automation users report faster response. Ponemon 2019. Ponemon PDF
Software asset management: up to 30% lower software spend in year 1. Gartner 2016. Gartner
Cloud waste: 27% of cloud spend is wasted. Flexera 2025. Flexera PDF

What each package includes

BMC Helix AI Service Management service. Helix subscriber information
Pre-built agents. HelixGPT pre-built agents

No neutral public source: major-outage labour cut, emergency team call cut, handle-time cut, HR/ESM case deflection, on-prem cost split. These are our own careful estimates.