Providing a unified service catalog
BMC Digital Workplace provides access to all the services your company provides in a unified catalog. This catalog is similar to familiar online ordering experiences. End users visit the Catalog to make requests for services, such as a password reset, a software or mobile app installation, or changes to employee status. If your installation of BMC Digital Workplace is integrated with BMC HR Case Management, BMC Digital Workplace provides access to HR solutions in the Catalog. End users visit the Catalog to look up HR solutions and open HR cases, in addition to requesting IT services.
Departments and people throughout your organization benefit from the unified catalog.
|Who benefits||What are the benefits|
|IT and HR departments||Reduced time spent on fulfilling routine service requests|
|End users||No longer hunting for the correct form or the responsible department|
|The company||Reduced costs through more efficient service and HR case management processes|
The following scenarios are examples of how a unified service catalog can benefit end users:
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 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 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 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 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 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.
The following diagram illustrates the process to make services available in BMC Digital Workplace:
To enable requests and issue reporting
- Set up service requests through BMC Service Request Management.
- Set default requests and incidents.
- Configure categories and requests.
To enable HR assistance
- Install BMC HR Case Management and configure the integration.
- Manage solutions. (See in BMC HR Case Management.)
- Configure eforms. (See in BMC HR Case Management.)
- Add HR solutions to the Catalog.
To curate a catalog from multiple sources
- Configure the applicable integrations to enable the following sources:
- Set up IT and other service requests through BMC Service Request Management.
- Configure categories and requests.