This documentation supports the 18.11 version of BMC Digital Workplace Advanced.
To view an earlier version, select the version from the Product Version menu.

Orientation

This topic provides a brief introduction to the BMC Digital Workplace product and the roles. Start by reading the product overview and watching the video. To find out more about features that support your role, click the button next to your role.

Product overview

BMC Digital Workplace is a self-service application for business users to connect with IT and HR anywhere, anytime, on any device. Users are encouraged to share their experiences and post status updates about the resources that concern them. IT can analyze the conversations around resources to gain insight into service usage trends, in order to plan for the organization's future needs more efficiently. For highlights of the supported capabilities, see Use cases.

BMC Digital Workplace is highly configurable. Features available to users in the client applications depend on which functionality is enabled and how BMC Digital Workplace is configured.

Employees can use any supported mobile device or desktop browser for self service, to enter trouble tickets, and to contact IT.

With BMC Digital Workplace Advanced, employees can monitor the status of services and schedule appointments to meet with IT. When traveling, users can instantly find important information about their corporate campuses—from directions from the airport to floor maps of company office layouts that provide an easy way to find conference rooms, printers, and other assets in unfamiliar locations—anytime and anywhere. Personal assets and services that employees requested from the catalog are grouped together as My Stuff. Employees can make requests specific to their personal assets and services. For example, they might request accessories for their laptop.

With BMC Digital Workplace Catalog, service catalog administrators can design services that are fulfilled by external systems. Services previously made available to employees in separate catalogs can be unified in a single service catalog.

Note

The following video 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.

The following video (2:58) highlights the next generation, self-service features of BMC Remedy 9 and BMC Digital Workplace:



https://youtu.be/NvA34yrIb20

Product roles

BMC Digital Workplace includes both administrator and end-user roles. 

After BMC Digital Workplace Catalog is set up, catalog managers can share the responsibility for setting up and maintaining the digital service catalog with other members of the organization. The application provides three catalog management roles to enable teams to work more efficiently to save time and money.

The following diagram illustrates the roles that apply to each application.

DWP-advanced-roles


Administrator

Administrators enable and configure features in BMC Digital Workplace, such as the newsfeed and sections in the catalog. They access BMC Digital Workplace through the Digital Workplace Admin console.

Quick start for administrators


End user

End users use the BMC Digital Workplace client applications for self-service and to place requests. They access BMC Digital Workplace through client applications.

Features for end users


Catalog administrator

Catalog administrators handle administrative functions such as creating service templates and managing the service connector configuration. They also handle the catalog management functions of an internal service supplier.

Quick start for catalog administrators


Internal service supplier administrator

Internal service suppliers help to populate the organization's service catalog by creating new services, importing services from external systems, designing workflows and questionnaires, setting service entitlements for users, approving and publishing services to end users.

Quick start for internal supplier administrators


Internal service supplier

Internal service suppliers help to populate the organization's service catalog by creating new services, importing services from external systems, designing workflows and questionnaires, and setting service entitlements for users.

Quick start for internal suppliers


Asset manager

Asset Managers set up and manage Virtual Marketplaces, as a method to entitle services, bundles, and banners to users and groups.

Quick start for asset managers


Service agent

Service agents investigate the status of service requests and answer queries by users about their service requests. Service agents have access only to the Service Requests report. For more details about service request reports, see  Reviewing the status of service requests.

Product documentation

The BMC Digital Workplace documentation helps both new and experienced users implement and use this product. Based on your role, the following sections of the documentation are recommended:


All users should view and set up a watch on the Release notes and notices page for the latest product information and documentation updates.

The FAQs and additional resources page answers questions about the product and directs you to other resources for getting information about this product.

When working in the product, administrators can use context-sensitive Help to find the appropriate documentation topic.

In the BMC Digital Workplace Administration console, Help is available in the menu below your profile name.

In BMC Digital Workplace Catalog, Help is available from the ? symbol .

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