Phased rollout This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

21.02 features

Review the BMC Helix ITSM Insights features that will benefit your organization and to understand changes that might impact your users.


Related topics

Known-and-corrected-issues

Release-notes-and-notices


Identify problems proactively by leveraging machine learning

Leverage the power of machine learning to detect high-value clusters of recurring incidents and initiate the otherwise expensive and cumbersome process of problem investigation.

BMC Helix ITSM Insights enables problem coordinators to:

  • Automate the identification of recurring incidents by applying Natural Language Processing (NLP) and AI clustering to open text fields
  • Analyze incident data to identify the most valuable incident clusters for root cause analysis and incident reduction
  • Transition to formal Problem Management seamlessly, thus reducing the effort for incident analysis and problem creation

For more information, see Determining-areas-for-problem-investigation.

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Identify and track multiple incidents for the same issue

Identifying incidents that reflect the same acute issue is difficult for Service Desk managers and agents as manual reviews are needed and there is no easy way to see the trending issues.

With the Real-time incident correlation workspace in BMC Helix ITSM Insights, Service Desk managers can

  • View the trending issues or hot spots in real time
  • Identify and track incidents related to same issue with the help of an improved AI-based algorithm
  • Relate incidents as duplicates to streamline incident management and reduce duplicate work
  • Identify the probable cause and restore the service quickly

For additional information, see Identifying-and-correlating-incidents-that-refer-to-the-same-issue.



Launch Probable Cause Analysis from incidents

Launch the Probable Cause Analysis (PCA) functionality in BMC Helix Service Monitoring (Powered by AIOps)directly from the PWA (Progressive Web Application) incident screen to determine the most likely causes of the incidents that you are working on.

Incident Management users (with entitlement to use BMC Helix Service Monitoring (Powered by AIOps)) can use Probable Cause Analysis to:

  • Analyze operations and service management data including events, changes and incidents
  • Restore the service faster by reducing the time to identify cause of incidents

For additional information, see:

PCA Launch.png

 

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