Automating service requests

Automating routine and repetitive tasks increases the efficiency of your service desk because it frees up your service agents to focus on strategic initiatives and unique requests that need manual intervention. Service automation reduces the risk of human error, decreases resolution time, brings efficiency, ensures security and compliance, reduces administrative burden, and improves user experience. Password resets, software provisioning requests, access management, and employee onboarding requests are a few examples of tasks that can be automated.

Automated service creation with the Service Catalog Curator AI agent

As a catalog administrator, use Service Catalog Curator, an AI agent powered by BMC HelixGPT, to automate the catalog service creation process. Enter prompts and necessary inputs for the service you want to create, review the summary, make real-time edits, and get the service automatically created in Draft state. This AI tool empowers catalog administrators by providing a solid foundation for generating catalog services, saving time and manual effort. For more information, see Leveraging Service Catalog Curator for creating services.

After the catalog service is created, you can automate the catalog service tasks. For more information, refer to the following documentation.

Typical request fulfillment automation process

You can use an automation tool such as BMC Helix Intelligent Automation or any third-party tool to automate manual tasks involved in request fulfillment.

The following image illustrates the steps in a request fulfillment automation workflow:

Generic automation workflow

An automated fulfillment workflow includes the following steps:

A user submits a request in BMC Helix Digital Workplace.
The fulfillment workflow creates a work order or a ticket in BMC Helix ITSM.
BMC Helix ITSMsends the incident information to the automation tool.
The automation workflow in the tool performs the steps to fulfill the work order.
The tool informs the user.
It updates the work order or ticket and resolves it.

Service request categories for automation

Service requests are organized into different types depending on the nature of the requests, the department responsible for handling the request, and the work required to resolve them.

The following section lists service request categories that can be automated by using BMC applications and third-party tools.

Categories	Description	Services	Industries
Access Management	Services that control, grant, or revoke access to systems, applications, data, or physical locations. Includes requests for elevated, temporary, or emergency access, as well as group and user permissions management.	General Access Request Request Admin or Elevated Access Helix ITSM and its modules. Temporary Data Center Access Card Manage Support Group Access Access FAS User Account Access Provisioning Status Check Access User Entitlements Data Whitelist Applications Request Web Browsing/Proxy/Off-Network Exemption Requests Bulk Removal for Office 365 Access Manage Application Access Request Virtual Desktop Access Access Unix Account Details Access User Details in AD Access NIS NetGroups Access Unix Group Information/Membership Request Unix Group Access Request Report Export Access Request GL4 Codes Request Database Access Manage Conference Bridge Access Request folder or File Access Request Data Center Site Access Request dataset access Enable Mobility Platform Access	Information Technology Telecommunications Data Centers Security & Facilities Human Resources Finance (for access to financial systems)
Identity & User Management	Covers the creation, modification, validation, and management of user identities and accounts across IT systems (e.g., Active Directory, Unix, FAS). Includes user profile updates, group memberships, and identity verification, and also database account setup and storage management (SAN/NAS).	Manage Microsoft Teams Access Create a UNIX Account Modify Unix Account Validate Unix User Existence View Exchange Group Membership Database Account Setup Find Default Approver for Requests Manage an AD group Manage AD group membership and properties Add or remove AD group to another Manage user in AD Validate AD user and AD group Add or remove machine to an AD group Retrieve User Name from Identifier Validate Active Directory User Convert AD CN/DN to Name	Information Technology Human Resources Security Any industry with regulated user access (e.g., Banking, Healthcare) Data Management Database Administration Any data-intensive industry
Asset & Device Management	Encompasses the lifecycle management of IT and physical assets, including creation, modification, disposal, registration, and decommissioning of devices, servers, and other hardware.	Create or Update IT Assets Request Asset Disposal Update Data Center Asset Model Register Device with Workspace One Decommission an MVD Device Add/Remove Servers to/from SCCM Collection Submit Asset Investment Request	Information Technology Data Centers Corporate Services Finance (for asset investment) Facilities Management
Data & File Management	Services related to the storage, retrieval, sharing, and organization of files and data. Includes shared folders, file permissions, archiving, quotas, and data retrieval from archives or virtual desktops.	Set Folder Quota Validate Folder Availability Manage Archive Requests Request Archived Information Request Information on Archive Services Report Indexing Errors Manage Directory Audit Log Attributes Request for backup information Update product category mapping Foundation data management Request drive usage exemption Manual data or document classification request Manage data rooms	Information Technology Data Management Legal Services (for eDiscovery, archiving) Compliance Any data-driven industry (e.g., Healthcare, Finance)
Collaboration & Communication Tools	Facilitates teamwork and communication through tools like email, chat, conferencing, collaboration sites, and groupware (e.g., Teams, Office 365, SharePoint, IM platforms).	Secure Collaboration Site Request Refinitiv IM Account Management Manage Email Distribution Lists Add Domain to Email System Email Delivery Investigation Create/Manage Office 365 Groups Send Email Notification via DCM Request Data Center Email Template Search Mailboxes for Emails	Information Technology Telecommunications Corporate Services Professional Services Any knowledge-based or distributed workforce industry
Compliance, Legal & Security	Ensures adherence to legal, regulatory, and internal security requirements. Includes policy acknowledgments, legal holds, compliance audits, security exemptions, and management of sensitive or regulated data. Focuses on the secure handling, classification, archiving, and disposal of sensitive data and media, ensuring privacy and regulatory compliance.	Acknowledge Acceptable Use Policy Enterprise Vault Compliance Support Legal Hold for Data Preservation Compliance/Legal Requests (eDiscovery, Contract Extension, etc.) Hide Distribution List in GAL Server VirusScan Exemption Request McAfee ePolicy Orchestrator Request Request Database Log Activity Manual Classification Request Submit FMG QRM Request or Issue Report Hardware Issues (if compliance-related) Report Patch Release Issues Report Helix Module Issues Request Media Disposal Service Add Data to WORM Archive Request Encryption Bypass Request Drive Usage Exemption	Legal Services Compliance Information Technology Finance Data Security Any regulated industry (e.g., Banking, Healthcare, Insurance) Any industry handling sensitive data
IT Operations & Support	General IT support and operational services, such as incident reporting, technical assistance, system troubleshooting, and ITSM platform support.	Technical Service Operations Requests Report IT System Time Issues Report Hardware Issues Request Remote Hands Support Request Port Reset Retrieve Network Account Password Manage IT Support Groups	Information Technology Data Centers Corporate Services Any industry with internal IT support
Infrastructure & Network Management	Covers the setup, configuration, maintenance, and optimization of IT infrastructure and networks, including data centers, cabling, network devices, DNS, firewalls, and connectivity.	Request Data Center Cabling Data Center Delivery Request Manage Data Center Site Info DCM Workflow Management Request Manage Directory Audit Log Attributes Manage NAS/SAN Storage Requests Manage DNS and Domain Requests Network Load Balancer Setup Network Switch Configuration Request a Virtual Network Setup Update Network PAC File Report PAC File Network Issue Request Proxy Bypass Support Firewall Rule Configuration/Change/Exemption Report Firewall Connectivity Issue Network Optimization Request Custom Data Center Service Request	Information Technology Data Centers Telecommunications Network Management Any large enterprise with complex infrastructure
HR & Employee Management	Services for managing employee records, job titles, organizational structure, onboarding/offboarding, work arrangements, and HR-related requests.	Access Staff Records Alternate Work Arrangement Update Employee Designation Job Category Transition Request Visitor Induction Service Access Job Family Information Access Reporting Line Information Retrieve Functional Job Title Update Your Functional Title	Human Resources Corporate Services Any industry with employee management needs
Project & Workflow Management	Enables project support, workflow automation, approval mapping, queue management, and task tracking (including Jira and other project management tools).	Adhoc Project Support Queue Management Request VPN lockdown exemption request Approval Mapping for Change Records Manage Assignment Config Mapping Request ITSM functionality enhancement Request Helix ITSM module Report non-prod ITSM issue Report patch release issues Report Helix module issues Submit a Jira Request Ticket Create a Jira Ticket or check the ticket Status Add servers to SCCM collection Validate Unix user existence Add Java site exceptions DCM workflow management request	Consulting Project Management Information Technology Any industry with structured project delivery
Procurement & Facility Services	Handles requests for procurement of devices, mobile connections, facility customization, and related approvals for physical or digital resources.	Order a Mobile Connection Order an iPhone or iPad Customize Meeting Room Setup	Procurement Facilities Management Corporate Services Technology (for device procurement)
Change & Issue Management	Manages changes to IT systems, tracks issues, and supports the resolution of incidents, including patch management, module issues, and change requests.	Report Patch Release Issues Report Helix Module Issues Report Non-Prod ITSM Issue Change MVD Performance Tier Modify Firewall Rule Reversal Date	Information Technology Data Centers Network Management Any industry with formal change control
Custom & Miscellaneous Services	Covers unique, non-standard, or uncategorized service requests that do not fit into any other categories, including custom solutions and undefined services.	Service Not Specified (for uncategorized/other requests) Adhoc Project Support Adhoc Trade Support Query Post-Trade Processing Support	All industries (for any unique or uncategorized requests)

Automating service requests

Automated service creation with the Service Catalog Curator AI agent

Typical request fulfillment automation process

Service request categories for automation

BMC Helix Digital Workplace 25.3

On this page