Use cases
Consult the following use cases for information on how to achieve value with the BMC Helix ITSM Insights product.
Use case | Business value | User | Products used |
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Enables problem coordinators to configure, run, and view results of the clusters of closed incidents for proactive problem management that helps in automatically finding problems from the incident data on-demand or periodically. | Problem coordinator |
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Enables Service Desk managers and agents to analyze incoming incidents for similarity, identify clusters of incidents that refer to the same situation, and relate multiple duplicate incidents. |
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Enables Service Desk Managers or Major Incident Managers to view clusters that have a high influx of incidents in a specific time window, which can indicate the possibility of a major incident. Service Desk Managers or Major Incident Managers can then conduct further analysis as part of the Major Incident Management process. |
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Enables end users to resolve issues on their own by providing relevant BMC Helix Knowledge Management by ComAround knowledge articles. |
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