Product overview

BMC Helix Digital Workplaceis 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.

Scenario

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.

User roles

User roles in DWP.png

The following tables list 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

Roles to work in BMC Helix Digital Workplace guest portal

Role	Goals	Tasks	Reference
Guest administrator	To prepare a guest portal for the guest users	Configure the guest portal requestor's URL and make it available for the users Set up the BMC Helix Digital Workplace Catalog for guest users. Customize the appearance of the guest portal for users.	Administering a guest portal
Guest users	To access the guest portal self service without having to register	Submit the requests Access How-To resources	Using the BMC Helix Digital Workplace guest portal for self service

Product features

Omni-channel approach to submit service requests

This capability is available with the BMC Helix Service Management Advanced license

Employee Navigator powered by BMC HelixGPT 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 to generate AI-retrieved targeted answers to a query, rather than a list of knowledge articles.

For more information, see Configuring-BMC-HelixGPT-in-the-end-user-console-and-studio-pages.

The following short video (1:15) shows how you can find answers with BMC HelixGPT, switch between search and BMC HelixGPT, or start over with a new topic:

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 Catalogis 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

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