Enabling self-service in your organization
By using BMC Helix Digital Workplace, end users can solve problems themselves. This means a reduction in the number of submitted incidents, HR cases, and support tickets. To help end users navigate through BMC Helix Digital Workplace, administrators and support staff can create knowledge articles, add links to online product documentation (internal or external), troubleshooting tips, tutorials, and videos. End users can access these resources through search (in the Global search panel or from the Catalog tab) or from the profile of an asset or service.
The following image shows the resources that help an end user resolve an issue faster:
Scenario: Resources for new employees
Irene recently joined the company. She was given access to the corporate intranet and has downloaded the BMC Helix Digital Workplace application. However, she is having trouble finding her way around the intranet and cannot locate the onboarding PDFs that her new manager suggested for her to read.
Using BMC Helix Digital Workplace, she browses How-To resources and quickly finds the link to the page that contains the PDFs for new hires.
Video demonstrations
The following videos demonstrate how a BMC Helix Digital Workplace Catalog administrator can make the end-user experience simple and effective:
Efficient service requesting
This video demonstrates how a catalog administrator creates the Request full computer system bundle in BMC Helix Digital Workplace Catalog. If new employees join the company, they can easily request the needed equipment from the Catalog tab in BMC Helix Digital Workplace.
Providing knowledge articles and reviewing their effectiveness
This video demonstrates how a BMC Helix Digital Workplace administrator enables the knowledge articles feature and creates knowledge articles in Smart IT. End users can also provide their feedback and rating on the knowledge articles. Administrators can view the feedback in BMC Helix ITSM and assess the effectiveness of the knowledge articles. Such feedback helps provide an efficient end-user experience.
https://www.youtube.com/embed/iNTsL43GMGk?rel=0
For detailed information about how to enable providers and the list of providers available in BMC Helix Digital Workplace, see List-of-providers.
For more information about knowledge articles, see Learning about Knowledge Management.
To configure the RKM pluggable provider, see Setting-up-self-help-resources.
For more information about how BMC Helix ITSM administrators can get end-user feedback on knowledge articles, see Out-of-the-box-BMC-Knowledge-Management-reports-and-dashboard.
Process
The following diagram illustrates how knowledge articles and other resources can be made available to end users for self-service:
To enable self-service
The following topics provide information about providing resources that end users can use to resolve issues on their own: