Product overview

Workplace Service Management is a modern comprehensive solution that empowers enterprises to provide safe, secure, and well-maintained physical environments for employees. It offers innovative services and core features to simplify workplace operations and improve employee experience.

Organizations can use out-of-the-box content packages for end-to-end use cases to resolve requests or issues that are raised when something goes wrong or breaks down, such as broken furniture or leaky taps. Workplace Service Management helps organizations resolve such issues quickly and efficiently, thereby reducing equipment downtime.

Workplace Service Management further identifies preventive maintenance of equipment, minimizing reactive cases. It facilitates organizations to schedule maintenance work on a regular basis, increasing the longevity of the equipment.

Overview video

Watch the following video (4:51) for an overview of Workplace Service Management:

Play video icon.png https://youtu.be/Zr22ApUe8Vg

To access the Workplace Service Management portal

To access the Workplace Service Management portal in BMC Helix Digital Workplace Advanced, select ESM Portal>Workplace.

The following image shows the sample Workplace portal in BMC Helix Digital Workplace Advanced:

OOB_WSM portal1.png

OOB_WSM portal2.png

Automate and scale workplace services with Workplace Service Management

With Workplace Service Management, you can transform the way you manage, automate and scale workplace services. It facilitates the reactive and preventive workplace maintenance activities:

Reactive service
Reactive service involves responding to an issue after it has occurred, such as fixing a blinking light, or refilling pantry supplies. Workplace Service Management provides the following functionalities that will help in reactive service:

- Out-of-the-box content for common employee services—a wide range of services, such as temperature adjustment, power outage, and furniture request are available in BMC Helix Digital Workplace Advanced for employees to quickly raise workplace issues or requests.
- Out-of-the-box case templates for common services—Workplace technicians can use these case templates to create reactive cases through Quick case or Create case in BMC Helix Business Workflows.

Preventive maintenance
Preventive maintenance involves regular scheduled maintenance of workplace assets, such as elevators or air handler units, to keep them functioning and prevent unexpected failures. Workplace Service Management provides the following features that help with the preventive maintenance of workplace assets:

- Scheduler
- Checklists
- Associating assets with cases and schedules
- Attaching knowledge articles to case templates
- Access and update cases from a mobile device

Core capabilities

The following image shows the core capabilities of Workplace Service Management that make it a modern comprehensive workplace service management solution:

The core capabilities of Workplace Service Management are comprehensive case management, knowledge management services, formless case creation, dashboards for workplace insights, omni-channel engagement, and intelligent service delivery

Product roles

Workplace Service Management uses the following roles from different products:

The different roles in Workplace Service Management are workplace technician and case business analyst from BMC Helix Business Workflows, administrator from BMC Helix Digital Workplace Advanced, and case catalog administrator from BMC Helix Digital Workplace Catalog.

Learn more

Use these links to quickly find information that will help you get started with Workplace Service Management according to your role:

Product role	Goal	Where to go
Workplace technician	To create cases in BMC Helix Business Workflows for workplace issues.	Creating and updating cases
Case business analyst	To create and activate case templates. To create schedules for preventive maintenance.	Creating and updating case and task templates Creating and updating schedules for recurring maintenance cases
Administrator	To activate catalog items. Learn about the out-of-the-box content pack or services.	Activating-catalog-items Out-of-the-box-content-pack
Case catalog administrator	To review and copy the service requests to the new line of business. To change the case template reference in BMC Helix Digital Workplace Catalog questionnaire.	Reviewing-and-copying-the-content-use-case-in-BMC-Helix-Business-Workflows Changing-the-case-template-reference-in-BMC-Helix-Digital-Workplace-Catalog-questionnaire