Providing a unified service catalog

File access request

Vincent tries to access a new folder from his team in the shared-document application, but he does not have read access. Vincent opens the BMC Helix Digital Workplace end user console and checks for any notices or alerts about problems with the shared-document application. Not finding any notices or alerts, he files a support request directly from BMC Helix Digital Workplace to have an administrator make the folder available to him. He notices that the category of his problem, File Access Issues, is available in one of the sections of the Catalog tab on his application, and he selects that category to begin filing his request.

After a short time, Vincent checks his application again and sees that the status of his request has changed: someone is working on the problem. Vincent shares a few clarifying text messages with the IT person and soon finds that the problem is resolved. Vincent downloads the presentation that he needs.

After a couple of weeks, Vincent faces the same issue when he tries to access the folder that he was able to open before. In BMC Helix Digital Workplace, he opens the resolved request and clicks Request again. To provide the IT person with more information, Vincent makes a screenshot of the message that appears when trying to access the folder. He attaches this screenshot to the existing request. Soon, the issue is resolved and the reason for this recurring problem is removed.

HR assistance with family benefits

Vincent and his wife are about to have a baby. Vincent wants to update his family benefits. He opens BMC Helix Digital Workplace on his tablet and enters "baby" in the Superbox. He finds an HR knowledge article that informs him of the benefits his company offers. He also finds an HR solution to update family benefits. Vincent answers a few questions. One of the questions includes an e-form, which is an electronic version of the benefits form. Vincent no longer needs to complete a paper form because that information is captured online and signed electronically. Vincent's case is sent to an HR agent. The agent completes the case, and Vincent gets a notification on his tablet. In his timeline, Vincent sees that his family benefits are now updated.

In-person helpdesk for a visiting road warrior

Newman, an employee of a large accounting company, typically works remotely. He travels frequently in his role and requires the use of a mobile hotspot device. The accounting company has recently switched carriers and assigned everyone new hotspot devices, but Newman cannot connect for more than a few minutes at a time.

Rather than wait for a new device or go through another phone call with his IT team, Newman launches his BMC Helix Digital Workplace application and schedules an in-person Help Desk appointment. He schedules the appointment for next Monday, when he will be visiting the corporate headquarters on other business.

When his appointment time arrives, Newman brings the device in. Having read the problem description in Newman's ticket, the IT employee behind the desk tries a few troubleshooting tactics with Newman's device and determines that the problem is caused by a hardware failure. The IT employee exchanges the faulty device for a new one and configures it on the spot. Newman tests it to his satisfaction and tells the IT employee that the ticket can be marked as resolved. The entire interaction takes 15 minutes.