Probable cause analysis in Incident Management by using BMC Helix Service Monitoring
As a service desk agent working on an incident for a shared service, you might want additional insights into the health of a service and probable causes of a service disruption. When BMC Helix ITSM is integrated with BMC Helix Service Monitoring (Powered by AIOps), you can leverage the Probable Cause Analysis (PCA) capability to analyze probable causes and manage the incident faster and effectively. The Top probable causes nodes card (PCA card) displays the most likely causes of service disruption by correlating millions of monitoring data points and analyzing the relationship between infrastructure nodes and services. You can use the PCA card to perform the following actions:
- Associate related items
- View related and recent change requests
- Create and associate change requests
- Create and associate tasks
Watch the following video to learn how to view service health and analyse probable causes by using BMC Helix Service Monitoring (Powered by AIOps):
Before you begin
- Ensure that the 21.3 versions of the following BMC products are available in your system:
- BMC Helix ITSM: Mid Tier
- BMC Helix ITSM: Smart IT
- BMC Helix Operations Management
- BMC Helix Portal
- BMC Helix Service Monitoring (Powered by AIOps)
- Administrators must configure the following settings so that the Service Desk agents can see the PCA card on the incident screen :
| Task | Reference |
|---|---|
Enable Progressive Views for BMC Helix ITSM | Enabling the Progressive Web Application screens |
Configure the CCS parameters to integrate with BMC Helix Service Monitoring (Powered by AIOps) |
To view and associate CIs, change requests, and tasks to an incident
In the Top probable causes nodes card (PCA card), use the Quick action menu 
icon to view, create, or associate items to an incident and perform an action described in the following table:
| Action | Result | Reference |
|---|---|---|
| Click View Recent Change Request | Opens the recent change requests that are associated to the CI. The change requests are displayed based on their Actual Start Date. The number of change requests to be displayed in the Recent Change Request panel is configured by using a CCS parameter. | Creating and managing change requests Integrating with BMC Helix Service Monitoring for probable cause analysis |
| Click Create Change Request | Opens the Create Change Request screen with the pre-filled information in the Description field. For example, Incident number. The change request gets associated to the incident and the CI. | Creating a change request |
| Click Create Task | Opens the Create Task screen with the pre-filled information in the Description field. For example, Incident number. The task gets associated to the incident and the CI. | Adding tasks to tickets in Smart IT |
| Click Relate Configuration Item | Relates the CI to the incident. The Association type is set to Impact. | Relating items to the current ticket |
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