Orientation
BMC Helix ITSM Insights enables problem coordinators and service desk agents to use machine learning algorithms to analyze incident data and increase productivity and efficiency.
Quick overview
BMC Helix ITSM provides Incident Management and Problem Management modules to enable IT to respond quickly and efficiently to conditions that disrupt critical services.
The mission of the Incident Management process is to resolve incidents as quickly as possible in a prioritized fashion. Incidents typically represent service disruptions for users. The Problem Management module focuses on determining the root cause of a problem and correct the root cause to minimize the number of incidents an organization has to handle.
Users with appropriate application permissions can access the Proactive problem management and Real-time incident correlation workspaces from Smart IT.
The Proactive problem management workspace enables problem coordinators to run analytics on historic incident data and leverage AI clustering technology to identify patterns of recurring incidents.
Using the Real-time incident correlation workspace, service desk managers can automatically identify clusters of incoming incidents that refer to the same situation. They can relate these incidents to reduce duplicate work and find the probable cause to restore the service as soon as possible.
The following video (2.33) gives an overview of BMC Helix ITSM Insights:
Product roles
BMC Helix ITSM Insights aims to simplify the routine activities of the following roles:
- Problem coordinators
- Service desk managers
- Service desk agents
- Tenant administrators
Product features
Feature | Description |
|---|---|
Proactive problem management | Enables problem coordinators to run analytics on historic incident data and leverage AI clustering technology to identify patterns of recurring incidents. |
Real-time incident correlation | Enables service desk managers to analyze new, incoming incidents for similarity and identify clusters of incidents that refer to same situation. |
Product documentation
Use these links to quickly find information that will help you get started working with BMC Helix ITSM Insights. The links are organized by the following broad user types:
Role | Goal | Where to go |
|---|---|---|
Problem Managers | To determine areas for problem investigation and create problem investigations from incident clusters | |
To configure one-time jobs as per requirements for proactive problem management | ||
To configure recurrent jobs for proactive problem management that best suit your organization's business needs | ||
Service Desk Managers and Service Desk Agents | To indicate if an incident is a duplicate of an existing incident | |
To view trending incident clusters | ||
Tenant Administrators | To provide permissions to ITSM Insights users | |
To upload default stop words to be used for the selected language so that the problem coordinator does not have specify it. These stop words will be used by default during processing. To configure the maximum number of jobs per user. | ||
To change the real time incident clustering configuration |