This documentation supports the 22.1 version of BMC Helix ITSM Insights.

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

Setting up and going live

BMC Helix ITSM Insights uses NLP (Natural Language Processing) and AI clustering algorithms to deliver use cases such as proactive problem management and real-time incident correlation.

    The following diagram provides an overview of onboarding on-premises users:

    The following table provides a logical sequence to set up BMC Helix ITSM Insights for on-premises users:

    Task Action Reference
    BMC - Make deployment artifacts available
    1

    Make deployment artifacts available.

    Host BMC Helix Innovation Suite container images and token to access the images on the Electronic Product Download (EPD) site and make the deployment artifacts available for download.

    System administrator - Set up system requirements and perform deployment
    2

    Make sure that your system meets the hardware and software requirements.

    System requirements Open link in BMC Helix Service Management Deployment documentation.

    3 Download the artifacts required to perform the installation from the BMC Electronic Product Distribution (EPD) site.

    Downloading the installation files Open link inBMC Helix Service Management Deployment documentation.

    4 Run the HELIX_ONPREM_DEPLOYMENT pipeline.

    Performing the installation Open link in BMC Helix Service Management Deployment documentation.

    5 Obtain licenses and perform post-deployment tasks​
    • Activating application licenses Open link
    • Performing the postinstallation configurations Open link  

    (in BMC Helix Service Management Deployment documentation)

    Problem Coordinators and Service Desk Managers - Perform configurations
    6

    Create recurring and on-demand jobs for the proactive problem management dashboard

    Configuring job settings for proactive problem management

    Configure the incident correlation algorithm to detect similar incident clusters Configuring incident correlation to detect similar incident clusters
    Problem Coordinators and Service Desk Managers - 
    7

    Work with the Proactive problem management dashboard in  BMC Helix ITSM Insights

    View emerging hotspots by using the Real-time incident correlation dashboard

    Identifying and correlating incidents that refer to the same issue

    As a tenant administrator, you can use the tctl utility to manage tenants and services. For more information about this utility, see Using the tctl utility to manage tenants and services Open link .

    To verify the successful deployment of BMC Helix ITSM Insights

    Use the following steps to verify if BMC Helix ITSM Insights has been deployed successfully for on-premises users:

    1. Log in to BMC Helix Innovation Studio with the demo user credentials and navigate to the Workspace page.
      You should be able to see the AI Foundation Service and BMC Helix ITSM Insights bundles as shown in the following image:



    2. Log in to Mid Tier. Use the following URL to view the AR System Webhook:
      http://Server name:Port number/arsys/forms/<########>/AR+System+Webhook/Default+Administrator+View 
      You must be able to view the following webhooks and the status for these webhooks is Enabled
    3. Login to Smart IT with valid credentials.
      1. Click More > Workspaces. You should be able to view the Proactive Problem Management and Real-time Incident Correlation options.
      2. Click Proactive Problem Management. To access this page, you must have one of these permissions: Problem Config, Problem Master, or Problem User.
      3. Click Real-time Incident Correlation options.  To access this page, you must have one of these permissions: Incident Config, Incident Master, or Incident User.
      4. Click Manage jobs. You are able to access this page without any errors.


    The following diagram provides an overview of onboarding SaaS subscribers:

    Request for BMC Helix ITSM Insights

    If you are interested in obtaining a license for BMC Helix ITSM Insights, contact your BMC Account Manager. 

    Onboard and activate

    During this phase, the BMC SaaS Operations team configures your BMC Helix ITSM Insights solution. BMC provisions the required environments and configures basic customer-specific content. When activation activities are completed, BMC sends an email message to your technical contacts with login credentials and general information about accessing and using the services.

    Use

    After activation, problem coordinators and Service Desk managers can start using BMC Helix ITSM Insights to:

    • View Proactive problem management dashboard
    • Create recurring and on-demand jobs for the proactive problem management dashboard
    • Launch problem investigation seamlessly from BMC Helix ITSM Insights
    • View emerging hotspots by using the Real-time incident correlation dashboard
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