This documentation supports the 21.3 version of BMC Helix ITSM: 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 BMC Helix ITSM: Smart IT:

Use case

Business value

Products used

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
  • BMC Helix ITSM
  • BMC Helix Cognitive Automation
  • BMC Helix ITSM: 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. 

  • BMC Helix ITSM: Smart IT
  • BMC Live Chat
Managing major incidentsEnables Major Incident Managers to manage and track major incidents.
  • BMC Helix ITSM
  • BMC Helix ITSM: Smart IT
  • BMC Helix AIops
Was this page helpful? Yes No Submitting... Thank you