This documentation supports the 18.02 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

Enabling self-service in your organization

With BMC Digital Workplace, users can solve problems themselves before filing an incident, opening an HR case, or talking to support staff. IT and other support staff can create knowledge articles, and create links to online (internal or external) product documentation, troubleshooting tips, tutorials, videos, and other resources. Users can also import knowledge articles.

End users can then access those resources through search (in the Superbox or from the Catalog tab) or from the profile of an asset or service.

Tip

In knowledge articles, you can include a link directly to an appropriate service request or catalog section. Users will feel more confident turning to self-help resources when they know that help is only a click away.


solving problems overview


BMC Digital Workplace provides an intuitive experience for users to search for locations and assets such as conference rooms, offices, printers, and other resources that they need. BMC Digital Workplace is context- and location-aware, enabling users to find nearby resources, follow resource status updates, and update resource status to help other users.

From either a mobile device or a web browser, users can easily perform self-service tasks, such as:

  • Checking in to locations
  • Reserving rooms
  • Reporting issues
  • Adding assets to rooms

Scenario: Resources for new employees

Irene recently joined the company. She was given access to the corporate intranet and has downloaded the BMC Digital Workplace application. However, she is having trouble finding her way around the intranet and cannot locate the onboarding PDFs that her new manager suggested she read.

Using BMC Digital Workplace, she browses How-To resources and quickly finds the link to the page that contains PDFs for new hires.


Scenario: Provision software and a new email account

Jill recently started to manage a high-profile project for a new team. She needs Microsoft Visio to create process diagrams. She also wants a separate email account to communicate about this project. She searches the catalog in BMC Digital Workplace for Visio and submits a request. No approvals are required for this software request. Before long, the BMC Client Management Agent installs the software on her laptop. Jill also opens a request in BMC Digital Workplace for a Microsoft Office 365 email account. She answers a few questions to specify the email address, password, and other details for the account. When the account is generated, Jill receives a notification message.


Video demonstrations

Note

The following videos show an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the UI, the overall functionality remains the same.

Employee engagement

The following video (2:03) highlights the next generation self-service features of BMC Remedy 9 and BMC Digital Workplace:



https://youtu.be/kLYGItikBF4

Knowledge

The following video demonstrates how end users can provide article feedback and rating, and how knowledge authors can view the article feedback in BMC Remedy ITSM:



https://youtu.be/NvA34yrIb20

The following video (3:38) highlights the knowledge features of BMC Remedy 9 and BMC Digital Workplace:



https://youtu.be/phVAn1FhVek


Location awareness

The following video (2:20) highlights the location awareness and social collaboration features of BMC Remedy 9 and BMC Digital Workplace:



https://youtu.be/JBPFJDHXZv4

The following video provides additional information about location awareness:

https://youtu.be/HJKoQdEpXrU


Process

The following diagram illustrates how knowledge articles and other resources can be made available to end users for self-service:

The following diagram illustrates how services can be made available to end users for self-service:


To enable self-service

The following topics provide information about providing resources that end users can use to resolve issues on their own:

Create how-to articles, import Knowledge Management articles, and link to online resources.

Add knowledge articles and HR articles to the Catalog.

To enable self-service provisioning

The following topics provide information about configuring BMC Digital Workplace Catalog, so that you can include catalog entries for provisioning resources:

Connect your catalog to external systems.

Configure the enhanced catalog.

Configure categories and requests.

To enable places and assets

The following topics provide information about enabling capabilities to support location awareness:

Enable a maps license.

Add locations and floor maps.

Add asset types and actions.

Add or import assets and include them in floor maps.

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