MyIT is a next-generation, self-service application for business users to connect with IT and HR anywhere, anytime, on any device. Users are encouraged to share from their experiences and post status updates about the resources that concern them. IT can analyze the conversations about resources to gain insight into service usage trends, in order to plan for the organization's future needs more efficiently.
Common MyIT use cases
Click each tab on the left to see how to work with different use cases and to get a summary of the implementation tasks required to enable each use case.
Finding places and assets
MyIT provides an intuitive experience for users to search for locations and assets such as conference rooms, offices, printers, and other resources that they need. MyIT is context- and location-aware, enabling users to find nearby resources, "follow" resource status updates, and "update" resource status to help other users.
Users tap or click the screen to easily perform a number of self-service tasks:
- Check in to locations
- Reserve rooms
- Report issues
- Add asset
Solving problems with self-helpWith MyIT, users can solve problems themselves before filing an incident, opening an HR case, or talking to support staff. Create knowledge articles, and create links to online (internal or external) product documentation, troubleshooting tips, tutorials, videos, and other resources. They can also import knowledge articles.
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.
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.
Irene has just joined the company. She has been given access to the corporate intranet and has downloaded the MyIT 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 before she starts on Monday.
Using MyIT, she browses How-To resources and quickly finds the link to the page that contains PDFs for new hires.
The following video demonstrates how end users can provide article feedback and rating in MyIT, and how knowledge authors can view the article feedback in BMC Remedy ITSM.
Requesting services and apps
MyIT provides access to all the services your company provides in a unified catalog, which houses a familiar online ordering experience. Users visit the Catalog to request services, such as a password reset, a software or mobile app installation, or changes to employee status.
IT departments benefit from reducing the time spent on fulfilling routine service requests.
Users benefit by not having to hunt for the correct form or the responsible department.
Your company benefits by reducing costs through more efficient IT service management processes.
Review the following examples of requesting services and applications.
Locked-out user account
Vincent has to work remotely to attend an important sales meeting. On the morning of the meeting, he opens his laptop to join the company VPN and download updates to the slide deck he plans to present. However, he has trouble getting past the logon screen because his account has been locked out.
He cannot remember the phone number for his corporate help desk, and he cannot find the information he needs on his corporate website.
Vincent opens his MyIT application on his tablet. The application recognizes that his account is locked out of the system and provides him with a link to make a phone call to his corporate help desk. With the tap of a link, Vincent is connected to the corporate help desk. He answers a few security questions, and his access is restored.
File access request
Vincent, having his account restored (in the preceding scenario), successfully logs on to his company network and navigates to the shared-document application where his team uploads shared files. However, he sees that he does not have read access to a new folder that contains the updates.
Vincent returns to the MyIT application 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 the MyIT application 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 MyIT, 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.
A nonstandard request
Vincent has been asked to create a presentation for one of the projects assigned to him. To complete his task, he needs a 4K monitor to make his presentation look amazing at a trade show. Vincent opens his MyIT application and, in the Search field of the Catalog tab, he types "need a 4K monitor." However, search results do not contain the service he wants.
Then, Vincent navigates to the News Feed tab and clicks in the Superbox. Then he submits a request by clicking !Get Help > Request and typing a text message. After a short time, Vincent is provided with the monitor he requested.
If News Feed is unavailable to Vincent, he can alternatively create a request by clicking + from the My Activity tab.
Options in !GetHelp are available to Vincent only if the default service request definitions are configured in MyIT Administration Console. For more information on configuring the default SRDs, see Setting the default service request definitions for MyIT.
Requesting HR assistance
If your installation of MyIT is integrated with BMC HR Case Management, MyIT provides access to HR solutions in the Catalog. Users visit the Catalog to look up HR solutions, open HR cases, and request IT services such as a password reset or a software or mobile app installation.
HR departments benefit by reducing the time spent on fulfilling routine service requests. Users benefit by not having to hunt for the correct form or the responsible department. Your company benefits by reducing costs through more efficient HR case management processes.
Vincent and his wife are about to have a baby. Vincent wants to update his family benefits. He opens his MyIT application 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 fill out 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.
Reporting issues and updates
Besides helping users solve problems themselves, MyIT also makes it easy to get assistance from support, human resources, and other company staff. Users can report issues by:
- Submitting a request from the Superbox
- Submitting a request from an asset profile
- Submitting a request from the profile of an asset or service
- Setting up an appointment with staff
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 MyIT application and schedules an in-person Help Desk 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. The IT employee behind the desk, having read the problem description in Newman's ticket, 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.