BMC Helix Digital Workplace overview

BMC Helix Digital Workplace is a solution that helps make it easier and faster for employees to find the information they need so that they can focus on more strategic work. It presents the services from different lines of business into a single-click, intuitive storefront. Employees can interact with internal service providers (IT, HR, Facilities, Legal and Finance) in a modern way and get their request fulfilled anytime, anywhere. Its intelligent, omni-channel, multi-lingual conversational experience results in an effective consumption of self-service when it is most needed.

Product overview

The following video (5:22) provides an overview of key capabilities of BMC Helix Digital Workplace and the product components:

Watch the YouTube video about BMC Helix Digital Workplace product overview

Leveraging BMC Helix Digital Workplace capabilities

Apex Global, a subscriber of DWP Advanced icon.png BMC Helix Digital Workplace Advanced wants to empower its employees by allowing them to interact with internal service providers - HR, IT, and Finance in a modern way and get their request fulfilled anywhere at any time.

Allen, the administrator leverages the cognitive capabilities of BMC Helix Virtual Agent to provide an omni-channel, multi-lingual interaction with the end users. He also integrates with BMC Helix Business Workflows to leverage the HR line of business capabilities.
Hannah, the Catalog administrator sets up the subcatalog for the IT and Finance lines of business and entitles users to these services.
Britney, an employee of Apex Global has a client meeting in the San Francisco office, which she is visiting for the first time. She uses the following resources from her mobile device to reach the office and locate the meeting room:
- Location to use the driving instructions to reach the office. (This capability is available with BMC Helix Digital Workplace Advanced license)
- Floor maps to locate and book a suitable meeting room with a projector and whiteboard. (This capability is available with BMC Helix Digital Workplace Advanced license)
- Service to request guest wi-fi credentials before reaching office.
  She receives the credentials, well in advance, which she shares with the guests upon their arrival.

Product roles

The following table lists the roles for each component of and their key responsibilities:

Roles to work in the BMC Helix Digital Workplace administration console

Role	Key responsibilities	Reference
Super administrator	Configure BMC Helix Digital Workplace for internal and external users Configure catalog and subcatalogs Create and manage subtenants in an organization	User-goals-and-features
BMC Helix Digital Workplace administrator	Set up end user features Enable product capabilities Set up external users Analyze user activities	User-goals-and-features Administering-BMC-Helix-Digital-Workplace
This capability is available with BMC Helix Digital Workplace Advanced and external user license: BMC Helix Digital Workplace external administrator	Activate, deactivate, or reactivate external users Rebrand external user portal Analyze external user activity	Administering-an-external-BMC-Helix-Digital-Workplace-portal

Roles to work in BMC Helix Digital Workplace Catalog

Role	Key responsibilities	Reference
BMC Helix Digital Workplace Catalog administrator	Create a service catalog The following capabilities are available with BMC Helix Digital Workplace Advanced and external user license: Define workflows for conditional questions Create promotional banners Entitle users to request services Generate reports of service utilization	User-goals-and-features Setting-up-user-accounts-and-granting-access-to-BMC-Helix-Digital-Workplace-Catalog
Administrator for internal suppliers	Create and import services in the subcatalog Approve and publish services to end users	Catalog-roles-and-permissions
Internal supplier	Create and import services in the subcatalog Entitle end users to request services	Catalog-roles-and-permissions
Embedded supplier	The following capability is available with BMC Helix Digital Workplace Advanced license: Create services specific to BMC Helix Business Workflows	Catalog-roles-and-permissions
Asset manager	The following capability is available with BMC Helix Digital Workplace Advanced license: Manage virtual marketplaces	Catalog-roles-and-permissions
Agent	Investigate the status of service requests Answer queries by end users about the status of their requests	Catalog-roles-and-permissions

Roles to work in BMC Helix Digital Workplace end-user console and external portal

The external portal is applicable to BMC Helix Digital Workplace Advanced and external user license:

Role	Key responsibilities	Reference
End user	Find knowledge articles Submit service requests Specify notification preferences Find locations Set calendar appointments	Not applicable
External user (users that are not internal to your organization)	Find knowledge articles Submit simple service requests Specify notification preferences	Portal-for-external-users

Product features for end users

Omni-channel approach to submit service requests

The following capability is available with DWP Advanced icon.png BMC Helix Digital Workplace license and after you purchase BMC Helix Virtual Agent separately:

BMC Helix Virtual Agent and Live Chat are BMC chat applications that help users to interact in a conversational interface to resolve their issues. End users can use natural language, find knowledge articles, or submit requests. They can also interact with agents in BMC Helix Business Workflows and BMC Helix ITSM: Smart IT to resolve their queries.

For more information, see Embedding-the-chatbot-icon.

The following image shows how Britney interacts with the chatbot in BMC Helix Digital Workplace to get the guest WiFi credentials:

Orientation_chatbot conversation.png

Single or multi-service requests

Add to cart or Request now.png

End users can add services to cart and request them later or click Request Now to immediately start the system process to resolve their request.

For more information, see Submitting-service-requests

Unified service catalog

BMC Helix Digital Workplace Catalog is a single pane of glass for end users to find the following self-service resources:

Knowledge articles
Services delivered internally or by third-party vendors
IT requests
Context services such as location services

For more information, see BMC-Helix-Digital-Workplace-Catalog

The following image is an example of a unified service catalog:

Orientation_Unified service catalog.png

End-user experience in integrating BMC Helix Digital Workplace with other BMC products

BMC Helix Digital Workplace primarily caters to your employees by empowering their productivity and engagement as individuals and in a team. You can integrate with other BMC products to leverage the following key capabilities available for end users:

Orientation_end user experience.png

Learn more

The documentation helps both new and experienced users implement and use this product. In the documentation, the following icons distinguish the capabilities for BMC Helix Digital Workplace Advanced and External users:

—BMC Helix Digital Workplace Advanced license features

DWP external users icon.png —BMC Helix Digital Workplace External users license features

Based on your role, the following sections of the documentation are recommended:

Role	Documentation sections
BMC Helix Digital Workplace administrators	Planning Integrating Using-BMC-Helix-Digital-Workplace-to-request-services Administering-BMC-Helix-Digital-Workplace
Catalog administrators	Creating-and-managing-the-service-catalog Connecting-your-catalog-to-external-systems Administering-BMC-Helix-Digital-Workplace-Catalog