Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Use cases

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

Use caseBusiness valueRoleProduct used
Resolving an incident with the first callHelps you create an incident, resolve it, and close it on the first call. This use case is generally for issues that can be resolved while you are on the initial call with customer.
  • Customer
  • Service desk analyst

Incident Management

Resolving an incident with assignment to specialistHelps you create an incident, accept the assignment, and use Incident Matching to resolve and close the incident. This use case is generally for issues that you cannot resolve, and the incident request is automatically assigned to a specialist.
  • Customer
  • Service desk analyst
  • Specialist

Incident Management

Resolving an incident with an emergency change requestHelps you resolve an incident request with an emergency change request.
  • Customer
  • Service desk analyst
  • Specialist
  • Change coordinator
  • Incident Management
  • BMC Helix ITSM: Change Management
Resolving a problem with a change requestHelps you resolve a problem investigation with a change request.
  • Problem coordinator
  • Specialist
  • Change coordinator
  • Incident Management
  • Problem Management
  • BMC Helix ITSM: Change Management
Resolving a problem investigation without a change requestHelps you resolve a problem investigation without creating a change request.
  • Problem coordinator
  • Specialist
  • Incident Management
  • Problem Management
  • BMC Helix ITSM: Change Management
Resolving a problem investigation by using a change request rollbackHelps you resolve a problem investigation by rolling back a change request. 
  • Problem coordinator
  • Specialist
  • Change coordinator
  • Incident Management
  • Problem Management
  • BMC Helix ITSM: Change Management
Indicating a problem investigation that is stalledHelps you indicate a problem investigation at an impasse. 
  • Problem coordinator
  • Specialist
  • Incident Management
  • Problem Management
Automating Service Management by using BMC Helix Cognitive Automation

By using the cognitive service, you can automate multiple service desk interactions and save time to resolve tickets. For example, you can:

  • Automatically categorize tickets
  • Automatically apply ticket templates
  • Automatically send responses to business user emails
  • Recommend risk levels for change requests
  • Recommend root cause for problem investigation

Problem coordinator

  • BMC Helix ITSM
  • BMC Helix ITSM: Change Management
Initiating and resolving incident requests

By using Service Desk Optimization, you can define and integrate your service desk and operations with standard processes and tools to reduce variation and to manage support cost. Through standardization, the enterprise can realize such benefits as:

  • Improved efficiency in handling customer requests and greater customer satisfaction
  • Lower costs for service desks to provide incident status updates
  • Consolidation of training and reduced staffing requirements
  • Reallocation of service desk personnel from one functional area to another with minimal or no training
  • Customer
  • Service desk analyst
  • Problem coordinator
  • Group coordinator
  • Specialist
  • Incident Management
  • Problem Management


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