Enabling self-service in your organization
With BMC Digital Workplace, end 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 product documentation (internal or external), 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.
In knowledge articles, you can include a link directly to an appropriate service request or catalog section. Users will feel more confident about turning to self-help resources when they know that help is only a click away.
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.
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.
The following video (2:03) highlights the next generation self-service features of BMC Remedy 9 and BMC Digital Workplace. The video contains no audio, but provides helpful text.
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:
The following video (3:38) highlights the knowledge features of BMC Remedy 9 and BMC Digital Workplace:
The following diagram illustrates how knowledge articles and other resources 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: