Product overview

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. 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.

User roles

Role	Key responsibility	Reference
Problem Managers and Problem coordinators	To determine areas for problem investigation and create problem investigations from incident clusters	Determining-areas-for-problem-investigation
	To configure one-time jobs as per requirements for proactive problem management	Configuring-one-time-job-settings-for-proactive-problem-management
	To configure recurrent jobs for proactive problem management that best suit your organization's business needs	Configuring-Proactive-problem-management-settings-for-recurring-jobs
Service Desk Managers and Service Desk Agents	To indicate if an incident is a duplicate of an existing incident	Identifying-clusters-of-incoming-incidents
Service Desk Managers and Service Desk Agents	To view trending incident clusters	Identifying-clusters-of-incoming-incidents
Tenant Administrators	To provide permissions to ITSM Insights users	Roles-and-permissions
	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.	Configuring-proactive-problem-management-settings
	To change the real time incident clustering configuration.	Configuring-incident-correlation-to-detect-similar-incident-clusters

Users with appropriate application permissions can access the Proactive problem management and Real-time incident correlation workspaces from BMC Helix ITSM Insights.

Product features

The following scenarios describe the features and capabilities in BMC Helix ITSM Insights:

Proactive problem management

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.

Scenario of Proactive problem management

Colin is the Problem Coordinator at Invention Inc., where one of his core tasks is to review incident trends in order to identify proactively underlying problems which have not yet been logged and brought under management. For this task, Colin usually obtains detailed incident reports periodically in Excel spreadsheets and manually categorizes incidents that are similar to analyze the trends. This process is not only cumbersome, but is also error-prone and he has to invest a lot of time in analysis.

Colin uses the Proactive problem Management workspace to analyze the closed and resolved incidents. He creates recurrent and one time jobs to generate incident clusters. He uses service for first level grouping and then uses the machine learning algorithms to create clusters for each service.

From the dashboard, he is then able to analyze the clusters that generate significant amount of work for the Service Desk. For a service for which there are significant number of incidents, he creates a problem investigation to perform the root cause analysis. After creating a problem, Colin assigns the problem to a specialist to identify the root cause and propose a solution.

Real-time incident correlation

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.

Scenario of Real-time incident correlation

After an outage of Skype across various divisions of Calbro, the Service Desk has been receiving multiple incidents where users reported that they are unable to connect to Skype. Susan, the Service Desk Manager, is worried that multiple agents will work on the same issue, as agents rely on informal communication to identify when more than one person is experiencing the same issue. Also, Susan realizes that after an incident flood, agents need to spend lot of time and effort to manually relate incidents as duplicates.

Susan uses the Real-time incident correlation workspace in BMC Helix ITSM Insights to analyze new, incoming incidents for similarity in real time and take necessary actions.

With BMC Helix ITSM Insights , Susan can mark incidents as Original and indicate when she encounters duplicate incidents. In case of multiple duplicate incidents, Susan can easily tag these incidents as candidates for relating to a cluster and thereby, reduce duplicate work.

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