This documentation supports the 21.3 version of BMC Helix ITSM.

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

Use cases

Consult the following use cases for information on how to achieve value with BMC Helix ITSM.

Use casesRelated topic

Service request and catalog management use cases:

  • Defining scope of service, cost reduction, and customer satisfaction
  • Providing self-service options for business users to initiate service requests through the Service Catalog
  • Running fulfillment process

Service Request Management use cases Open link

Standardize, consolidate, simplify, and optimize Service Desk (Incident Management and Problem Management) use cases:

  • Resolving an incident with the first call
  • Resolving an incident with assignment to a specialist
  • Resolving an incident with an emergency change request
  • Resolving a problem with or without a change request
  • Resolving a problem investigation by using a change request rollback
  • Initiating and resolving incident requests
  • Indicating a problem investigation that is stalled

Incident and Problem Management use cases Open link

Change and Release Management use cases:

  • Minimizing impact of changes, managing volume and demand
  • Performing a standard change
  • Performing changes that require approval
  • Releasing a new software program

Change and Release Management use cases Open link

Asset Management use cases:

  • Setting up the software contracts and certificates
  • Managing service assets from initial procurement to retirement, handling cost, improving utilization, and ensuring compliance
  • Making sure that scheduled changes to CIs do not impact business services
  • Monitoring software usage and service asset lifecycle

Asset Management use cases Open link

Knowledge Management use cases:

  • Creating, storing, publishing, reviewing, and searching IT knowledge articles
  • Providing knowledge for self-service
  • Providing knowledge-centered support (KCS)
  • Resolving tickets with the help of knowledge articles

Knowledge Management use cases Open link

Service Level Management use cases:

  • Ensuring timely service responses
  • Planning agreements and creating contracts
  • Defining the service target
  • Creating business time, review periods, and measurement criteria templates

Service Level Management use cases Open link

Automating service management use cases:

  • Automatically categorizing tickets
  • Automatically applying ticket templates
  • Automatically sending responses to business user emails
  • Recommending risk levels for change requests
  • Recommending root cause for problem investigation

Automating custom use cases:

  • Updating a specific field value
  • Reopening a closed incident
  • Closing an open incident
Automating custom use cases by using BMC Helix Cognitive Automation
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