This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

User goals and features

Users who are assigned roles perform tasks to achieve their respective goals. Roles determine what data and UI pages users can access and the actions they can perform. As a user with a role, you should understand why you perform certain tasks and what you need to do to achieve certain goals.  

 The following table lists the roles, their goals, and the corresponding tasks:

RoleGoalTasksReference
Super Administrator


Provide external users access to the service catalog.
  • Create a portal for external users.
  • Manage the access of external users.
  • Integrate with BMC products.

Administering an external BMC Helix Digital Workplace portal

Enabling integrated applications for external users

Manage MSPs (Managed Service Providers) and perform baseline configuration and other related tasks to help them get started. 

  • Create and manage your customers.
  • Formulate the pricing for services.
  • Integrate with providers to provide their functionality to tenants.

Configuring subtenants

Setting up and managing a credit-based payment system

 List of providers and Integrating

Important: A super administrator can perform the all tasks of an administrator, in addition to the two tasks listed.

Administrator








Empower end users to look for and find solutions to their issues before they file an incident, open a case, or talk to support staff. 



  • Set up self-service. 
  • Set up links to how-to resources, knowledge articles, and knowledge article sources.

Enabling self-service in an organization

Setting up self-help resources

Configure locations and assets associated with locations so users can reserve conference rooms, desks, and break rooms.

Managing locations

Provide information about the health of important services running in your organization. 

Setting up service health items

Provide contextual conversation to help users resolve issues quickly.Integrate with Live Chat and Virtual Agent.
Customize the look of the application to match the company's branding or identity.Rebrand the user interface. Rebranding BMC Helix Digital Workplace
Create pages for lines of business.Create visually appealing and efficient pages suited for your lines of business.Creating workplaces for your lines of business
Make announcements and inform end users about new services.Create and display banners to promote services and  announcements.Creating promotional banners
Help users easily find services.Create catalog sections.Setting up sections in the Catalog
Show end users what resources and services they are entitled to.Create assets groups and manage them.Managing asset groups
Let end users interact with their assets and completed service requests.Create service actions.Managing service actions
Let end users collaborate on service requests.
  • Let collaborators view and comment on the initial request.
  • Create and manage people groups for end user collaboration.

Enabling service request collaboration

See also, Creating people groups for end user collaboration 

Communicate with end users about the progress of their service requests as they are being processed.

Send messages to the whole organization or to specific users about service outages, knowledge article updates, or other announcements.

  • Configure notifications.
  • Configure broadcasts.

Managing broadcasts and notifications for end users

Get feedback on services, check what is working and what is not, and identify areas for improvement.

  • Create satisfaction surveys.
  • Generate satisfaction reports.
  • Generate trend reports to compare changes in requests received over time. 

Setting up surveys

Reports and analysis of the enhanced service catalog

Manage costs associated with the fulfillment of service requests and streamline the process.

Configure approvals for service requests.

Setting up approvals

Optimize licenses.

Review the active user and self-registered user reports.

Reviewing active users

Catalog roles
Catalog Administrator


Make it possible for the organization to provide all necessary services to end users.
  • Set up one or more service catalogs for end users.
  • Create service templates.
  • Create and publish services.  
Building service catalogs
Expand the service catalog and bring external offerings into the catalog.
  • Integrate with services and platforms like Microsoft Office 365, Microsoft Azure, Atlassian JIRA, Amazon Web Services. 
  • Import services.

Configuring service connectors

Importing service catalog items from external systems

Help users easily find services.Create service categories.Adding and updating service categories
Manage a large service catalog. Organize services into groups by creating subcatalogs.  

Subcatalogs

Assigning subcatalog roles to user accounts

Control user access to services in the organization.Create virtual marketplaces and entitlements.

Entitling end users to services, bundles, and banners

Distribute the creation and management of services. 
  • Create subcatalogs.
  • Assign users to internal supplier administrator and internal supplier roles to manage subcatalogs.
Assigning subcatalog roles to user accounts
Check end user satisfaction with services and the popularity, cost, and effectiveness of the services.  Generate and analyze reports on usage, performance, and cost metrics of services.Reports and analysis of the enhanced service catalog
Distribute the creation and management of services.Assign internal supplier role to users.Assigning subcatalog roles to user accounts
Allow collaboration on service requests.Create people groups.

Creating people groups for end user collaboration 

See also Enabling service request collaboration

Internal Supplier Administrator



Scope: subcatalog

Make it possible for the organization to offer a subset of services to end users.
  • Set up services and bundles for end users.
  • Create and publish services. 
  • Import services from external systems.
Building service catalogs
Control user access to services in the organization. 
  • Create entitlement groups.
  • Distribute services to virtual marketplaces.

Creating virtual marketplace entitlements

Distributing services among virtual marketplaces

Get an insight into the services provided.View the service reports.

Reports and analysis of the enhanced service catalog

Important: These users can view only the Service Requests report.

Distribute the creation and management of services.Assign internal supplier role to users.

Assigning subcatalog roles to user accounts

Internal Supplier

Scope: subcatalog

Has all the goals fo an internal supplier administrator and can perform the same tasks, except for assigning the internal supplier role to users.

Asset ManagerControl user access to services in the organization.
  • Create entitlement groups.
  • Distribute services to virtual marketplaces.

Creating virtual marketplace entitlements

Distributing services among virtual marketplaces

Subtenant Administrator


Control user access to services that are provided to the organization by the managed service provider company.
  • Create entitlement groups.
  • Distribute services to virtual marketplaces.

Creating virtual marketplace entitlements

Distributing services among virtual marketplaces

Get help on your tasks.Assign administrator role to users.

Assigning catalog roles to user accounts

Check the usage of services, determine the total cost of different services, and determine the remaining credit.View the service catalog and service details reports.

Reports and analysis of the enhanced service catalog

Embedded Supplier


Make it possible for the organization to offer BMC Helix Business Workflows-specific services to end users.



Use service requests to create cases in BMC Helix Business Workflows.

Create and manage services specific to BMC Helix Business Workflows.

BMC Helix Business Workflows Catalog Open link

Set up service entitlements for users. 


Agent

Respond to end-user queries and resolve issues; improve the end-user experience. 

Create incidents, work orders, and escalate cases if needed. 

Request services on behalf of users.

Review reports and reprocess requests.

BMC Helix ITSM: Smart IT documentation Open link

Submitting service requests for customers Open link

Reports and analysis of the enhanced service catalog 

Important: These users can view only the Service Requests report. 


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