Use cases

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

Use case	Business value	Role	Product used
Resolving an incident with the first call	Helps 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 specialist	Helps 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 request	Helps 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 request	Helps 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 request	Helps 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 rollback	Helps 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 stalled	Helps 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

Use cases

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