This documentation supports the 19.08 version of Remedy with Smart IT.

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

Use cases

Consult the following use cases for information about how to achieve value with Remedy with Smart IT:

Use case

Business value

Products used

Using Microsoft Teams for ChatOps-type collaboration between agents

Enables a collaborative approach to incident resolution by helping support agents to interact with one another and with the ChatOps application bot in a Microsoft Teams channel.

Support agents can send commands and natural language queries to the ChatOps bot to perform the following actions without leaving Microsoft Teams:

  • Get details of an incident
  • Search for knowledge articles
  • Search for similar incidents
  • Update an incident
  • Assign an incident
  • Remedy with Smart IT
  • BMC Helix Chatbot
  • Microsoft Teams
  • IBM Watson Assistant (Optional, supports natural language commands)
Automating service management by using BMC Helix Cognitive Automation

Improves services management experience and eliminates the need for human intervention in repetitive tasks by using artificial intelligence and machine learning engine from industry-leading vendors. 

The key capabilities of BMC Helix Cognitive Automation for automating service management are:

  • Automatically categorizing tickets
  • Automatically responding to inbound emails
  • Automatically analyzing risk level for change requests and root cause for problem investigations
  • Remedy IT Service Management suite
  • BMC Helix Cognitive Automation
  • Remedy with Smart IT
  • IBM Watson Assistant
Using Live Chat to interact with users

Enables support agents to chat with self-service users to resolve issues, and create incidents and work orders directly from the chat. 

  • Remedy with Smart IT
  • BMC Live Chat
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