This documentation supports the 19.11 version of BMC Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Automating service management by using BMC Helix Cognitive Automation

BMC Helix Cognitive Automation capabilities, such as automatically categorizing tickets, applying ticket templates, responding to user emails, aim to improve service management experience for service desk agents by automating repetitive tasks. This saves time in resolving tickets and provides higher quality of service. Service desk agents find it time consuming to manually categorize tickets, and it can also lead to errors such as incorrect categorization and incorrect assignment of tickets. Similarly, tickets created without a template might require service desk agents to spend time in finding relevant templates, which in turn increases the time taken to resolve the tickets. This results in increased business costs and decreased customer satisfaction. BMC Helix Cognitive Automation automates many of these interactions and saves time with automated responses and faster resolution of tickets. BMC Helix Cognitive Automation enables business users for self-help by providing them with the links to the most relevant BMC Digital Workplace service catalog or Remedy knowledge articles. Business users can mark such tickets for closing and BMC Remedy Helix ITSM automatically resolves the tickets. Also, Remedy administrators can configure the option for resolving the tickets automatically and communicate the same to the business users. The cognitive service in Remedy Helix ITSM provides custom options such as recommending risk level in Change Management and root cause in Problem Management.


The following video explains the key capabilities of BMC Helix Cognitive Automation for automating service management:

https://youtu.be/vbM9Xh8Rw08


The following use cases explain the key capabilities of BMC Helix Cognitive Automation for automating service management:

Automatically categorizing tickets

The goal of this use case is to enable service desk agents to quickly resolve tickets without investing time in manually categorizing tickets.

Scenario

At Calbro Services, a service desk agent creates an incident for a broken printer by using the Smart Recorder or Ticket Console in Smart IT or ITSM. Before submitting the ticket, the user provides all the required information on the ticket form and selects the categories from the options provided in Smart Recorder. The manual process of categorization can be error-prone. The ticket might be assigned to an inappropriate group if it is incorrectly categorized. To overcome these challenges, the IT Administrator at Calbro Services configures and trains the BMC Helix Cognitive Automation service to automatically categorize the tickets.

Workflow


Automatically responding to inbound emails by providing self help options and resolving tickets

The goal of this use case is to enable business users to resolve issues on their own by providing them with the self- help options.

Scenario

At Calbro Services, a business user sends an email to the service desk email address that is configured for the organization. The IT administrator at Calbro Services configures and trains the BMC Helix Cognitive Automation service to respond automatically to the emails by providing the self-help options. In this case, the business user receives an email that either contains a relevant Digital Workplace service catalog or the most relevant knowledge article. The business user can use this information to solve the issue.

  • If the IT administrator configures the system to automatically resolve tickets, the incident is resolved automatically and a relevant work note is added to the incident. An email notification that is sent to the business user contains a link to reopen the incident.
  • If the system is not configured to automatically resolve tickets, the incident remains open and a relevant work note is added to the incident. An email notification that is sent to the business user contains a link to resolve the incident.

Workflow



Automatically analyzing risk level for change requests

The goal of this use case is to enable change coordinators to determine risks involved in a change request.

Scenario

Consider a scenario at Calbro Services when a change coordinator creates a change request. While creating the change request, he needs to assign risks that might occur when the change request will be implemented. Manually estimating of the risk level can be inaccurate. By using the BMC Helix Cognitive Automation, the change coordinator receives recommendations for the risk level according to the historic data in the system. The IT administrator configures and trains the cognitive service by using OOTB training datasets that are available in BMC Helix ITSM.

Workflow

Automatically analyzing root cause for problem investigations

The goal of this use case is to enable problem coordinators to determine root cause while performing a problem investigation.

Scenario

Consider a scenario at Calbro Services when a problem coordinator creates a problem investigation. While performing the problem investigation, he needs to investigate root cause of the problem. Manual analysis of the root cause can be inaccurate. By using the BMC Helix Cognitive Automation, the problem coordinator receives recommendations for the root cause according to the historic data in the system. The IT administrator configures and trains the cognitive service by using OOTB training datasets that are available in BMC Helix ITSM.

Workflow

Benefits

BMC Helix Cognitive Automation leverages the next generation of artificial intelligence and machine learning capabilities that provide the following benefits in automating service management:

  • Reduced service management costs
  • Enhanced service levels
  • Scalable service
  • Improved service predictability
  • Self service for users

Using Microsoft Teams for ChatOps-type collaboration between agents in Smart IT

Using Microsoft Teams channels for agent collaboration, where Smart IT agents can put swarming into action to collaborate on issues with experts across teams and resolve the issues without bouncing them between teams. For more details on this use case and the workflow, see Using Microsoft Teams for ChatOps-type collaboration between agents .


Where to go from here

Setting up BMC Helix Cognitive Automation



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