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

Scenario

User roles

The following table lists the roles, their goals, and the corresponding tasks:

• Roles to work in the BMC Helix Digital Workplace administration console

  Role	Goal	Tasks	Reference
  Super Administrator	Provide external users access to the service catalog.	Create a portal for external users. Manage the access of external users. Integrate with BMC products.	Administering-an-external-BMC-Helix-Digital-Workplace-portal Enabling-integrated-applications-for-external-users
  	Manage MSPs (Managed Service Providers) and perform baseline configuration and other related tasks to help them get started.	Create and manage your customers. Formulate the pricing for services. Integrate with providers to provide their functionality to tenants.	Configuring-subtenants Setting-up-and-managing-a-credit-based-payment-system  Integrating-with-other-applications-by-using-providers and Integrating
  	Important: A super administrator can perform all the tasks of an administrator in addition to the two tasks listed.
  Administrator	Empower end users to look for and find solutions to their issues before they file an incident, open a case, or talk to support staff.	Set up self-service.  Set up links to how-to resources, knowledge articles, and knowledge article sources.	Enabling-self-service-in-an-organization Setting-up-self-help-resources
  		Configure locations and assets associated with locations so users can reserve conference rooms, desks, and break rooms.	Managing locations
  		Provide information about the health of important services running in your organization.	Setting-up-service-health-items
  	Provide contextual conversation to help users resolve issues quickly.	Integrate with Live Chat and Virtual Agent.	Integrating-BMC-Helix-Digital-Workplace-Catalog-with-BMC-Helix-Virtual-Agent Integrating-a-BMC-chat-application-with-BMC-Helix-Digital-Workplace
  	Customize the look of the application to match the company's branding or identity.	Rebrand the user interface.	Rebranding-BMC-Helix-Digital-Workplace
  	Create pages for lines of business.	Create visually appealing and efficient pages suited for your lines of business.	Creating-workplaces-for-your-lines-of-business
  	Make announcements and inform end users about new services.	Create and display banners to promote services and  announcements.	Creating-promotional-banners
  	Help users easily find services.	Create catalog sections.	Setting-up-sections-in-the-Catalog
  	Show end users what resources and services they are entitled to.	Create assets groups and manage them.	Managing-asset-groups
  	Let end users interact with their assets and completed service requests.	Create service actions.	Managing-service-actions
  	Let end users collaborate on service requests.	Let collaborators view and comment on the initial request. Create and manage people groups for end user collaboration.	Enabling-service-request-collaboration See also, Creating-people-groups-for-end-user-collaboration
  	Communicate with end users about the progress of their service requests as they are being processed. Send messages to the whole organization or to specific users about service outages, knowledge article updates, or other announcements.	Configure notifications. Configure broadcasts.	Managing-broadcasts-and-notifications-for-end-users
  	Get feedback on services, check what is working and what is not, and identify areas for improvement.	Create satisfaction surveys. Generate satisfaction reports. Generate trend reports to compare changes in requests received over time.	Setting-up-surveys Reports-and-analysis-of-the-enhanced-service-catalog
  	Manage costs associated with the fulfillment of service requests and streamline the process.	Configure approvals for service requests.	Setting-up-approvals
  	Optimize licenses.	Review the active user and self-registered user reports.	Reviewing-active-users

• Roles to work in BMC Helix Digital Workplace Catalog

  
  

  Role	Goal	Tasks	Reference
  Catalog Administrator	Make it possible for the organization to provide all necessary services to end users.	Set up one or more service catalogs for end users. Create service templates. Create and publish services.	Building-service-catalogs
  	Expand the service catalog and bring external offerings into the catalog.	Integrate with services and platforms like Microsoft Office 365, Microsoft Azure, Atlassian JIRA, Amazon Web Services.  Import services.	Configuring-service-connectors Importing-service-catalog-items-from-external-systems
  	Help users easily find services.	Create service categories.	Adding-and-updating-service-categories
  	Manage a large service catalog.	Organize services into groups by creating subcatalogs.	Subcatalogs Assigning-subcatalog-roles-to-user-accounts
  	Control user access to services in the organization.	Create virtual marketplaces and entitlements.	Entitling-end-users-to-services-bundles-and-banners
  	Distribute the creation and management of services.	Create subcatalogs. Assign users to internal supplier administrator and internal supplier roles to manage subcatalogs.	Assigning-subcatalog-roles-to-user-accounts
  	Check end user satisfaction with services and the popularity, cost, and effectiveness of the services.	Generate and analyze reports on usage, performance, and cost metrics of services.	Reports-and-analysis-of-the-enhanced-service-catalog
  	Distribute the creation and management of services.	Assign internal supplier role to users.	Assigning-subcatalog-roles-to-user-accounts
  	Allow collaboration on service requests.	Create people groups.	Creating-people-groups-for-end-user-collaboration  See also Enabling-service-request-collaboration
  Internal Supplier Administrator	Scope: subcatalog
  	Make it possible for the organization to offer a subset of services to end users.	Set up services and bundles for end users. Create and publish services.  Import services from external systems.	Building-service-catalogs
  	Control user access to services in the organization.	Create entitlement groups. Distribute services to virtual marketplaces.	Creating-virtual-marketplace-entitlements Distributing-services-among-virtual-marketplaces
  	Get an insight into the services provided.	View the service reports.	Reports-and-analysis-of-the-enhanced-service-catalog Important: These users can view only the Service Requests report.
  	Distribute the creation and management of services.	Assign internal supplier role to users.	Assigning-subcatalog-roles-to-user-accounts
  Internal Supplier	Scope: subcatalog Has all the goals fo an internal supplier administrator and can perform the same tasks, except for assigning the internal supplier role to users.
  Asset Manager	Control user access to services in the organization.	Create entitlement groups. Distribute services to virtual marketplaces.	Creating-virtual-marketplace-entitlements Distributing-services-among-virtual-marketplaces
  Subtenant Administrator	Control user access to services that are provided to the organization by the managed service provider company.	Create entitlement groups. Distribute services to virtual marketplaces.	Creating-virtual-marketplace-entitlements Distributing-services-among-virtual-marketplaces
  	Get help on your tasks.	Assign administrator role to users.	Assigning-catalog-roles-to-user-accounts
  	Check the usage of services, determine the total cost of different services, and determine the remaining credit.	View the service catalog and service details reports.	Reports-and-analysis-of-the-enhanced-service-catalog
  Embedded Supplier	Make it possible for the organization to offer BMC Helix Business Workflows-specific services to end users.	Use service requests to create cases in BMC Helix Business Workflows.	BMC-Helix-Innovation-Studio-connector
  		Create and manage services specific to BMC Helix Business Workflows.	BMC Helix Business Workflows Catalog
  		Set up service entitlements for users.	Creating-virtual-marketplace-entitlements Distributing-services-among-virtual-marketplaces
  Agent	Respond to end-user queries and resolve issues; improve the end-user experience.	Create incidents, work orders, and escalate cases if needed.  Request services on behalf of users. Review reports and reprocess requests.	BMC Helix ITSM: Smart IT documentationSubmitting service requests for customers Reports-and-analysis-of-the-enhanced-service-catalog  Important: These users can view only the Service Requests report.

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

  Role	Goals	Tasks	Reference
  End user	Use BMC Helix Digital Workplace to request services that help you accomplish your tasks.	Find knowledge articles Submit service requests Specify notification preferences Find locations Set calendar appointments	User-interface-overview Using-BMC-Helix-Digital-Workplace-to-request-services
  External user (users that are not internal to your organization)	Access BMC Helix Digital Workplace external portal to request services from the organization and complete your tasks. Important: The external portal is applicable to BMC Helix Digital Workplace Advanced and external user license.	Find knowledge articles Submit simple service requests Specify notification preferences	Portal-for-external-users

Product features

Omni-channel approach to submit service requests

Single or multi-service requests

Unified service catalog

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 

—BMC Helix Digital Workplace External users license features

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