Enabling self-service in your organization
By using BMC Helix Digital Workplace, end users can solve problems themselves. This means a reduction in the number of submitted incidents, HR cases, and support tickets. To help end users navigate through BMC Helix Digital Workplace, administrators and support staff can create knowledge articles, add links to online product documentation (internal or external), troubleshooting tips, tutorials, and videos. End users can access these resources through search (in the Global search panel or from the Catalog tab) or from the profile of an asset or service.
The following image shows the resources that help an end user resolve an issue faster:
Tip
In knowledge articles, include a link directly to an appropriate service request or catalog section. End users feel more confident about turning to self-help resources when they know that help is only a click away.
BMC Helix Digital Workplace provides an intuitive experience for end users to search for locations and assets, such as conference rooms, offices, and printers. BMC Helix Digital Workplace is context- and location-aware, enabling end users to find nearby resources, follow resource status updates, and update resource status to help other users.
From a mobile device or a web browser, end users can easily perform self-service tasks, such as:
- Requesting services or bundles.
- Checking in to locations.
- Finding floor maps.
- Finding assets and adding them to rooms.
- Reserving rooms.
- Giving feedback on and rating knowledge articles.
Scenario: Resources for new employees
Irene recently joined the company. She was given access to the corporate intranet and has downloaded the BMC Helix 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 for her to read.
Using BMC Helix Digital Workplace, she browses How-To resources and quickly finds the link to the page that contains the 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 Helix 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 Helix 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
The following videos demonstrate how a BMC Helix Digital Workplace Catalog administrator can make the end-user experience simple and effective:
Efficient service requesting
This video demonstrates how a catalog administrator creates the Request full computer system bundle in BMC Helix Digital Workplace Catalog. If new employees join the company, they can easily request the needed equipment from the Catalog tab in BMC Helix Digital Workplace.
For detailed information about how to create a service, see Tutorial - Creating services. For the step-by-step instructions for creating a bundle, see Bundles 1 - Creating a bundle using individual services.
Providing knowledge articles and reviewing their effectiveness
This video demonstrates how a BMC Helix Digital Workplace administrator enables the knowledge articles feature and creates knowledge articles in Smart IT. End users can also provide their feedback and rating on the knowledge articles. Administrators can view the feedback in BMC Helix ITSM and assess the effectiveness of the knowledge articles. Such feedback helps provide an efficient end-user experience.
For detailed information about how to enable providers and the list of providers available in BMC Helix Digital Workplace, see List of providers.
For more information about knowledge articles, see Learning about Knowledge Management.
To configure the RKM pluggable provider, see Setting up self-help resources.
For more information about how BMC Helix ITSM administrators can get end-user feedback on knowledge articles, see Out-of-the-box BMC Knowledge Management reports and dashboard.
Finding locations and floor maps, adding assets, and reserving rooms
The following video highlights the location awareness feature of BMC Helix Digital Workplace.
For more details about the reservation option, see Enabling room reservations.
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:
Setting up self-help resources
Setting up sections in the Catalog
To enable self-service provisioning
You must configure BMC Helix Digital Workplace Catalog to include catalog entries for provisioning resources. The following topics provide information about configuring BMC Helix Digital Workplace Catalog:
Connecting your catalog to external systems
Enabling and configuring the enhanced catalog for BMC Helix Digital Workplace
Setting up sections in the Catalog
To enable places and assets
The following topics provide information about enabling capabilities to support location awareness:
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