Use cases
Use case | Business value | User | Products used |
|---|---|---|---|
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 |
| |
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. |
|
| |
Enables the problem coordinators and problem managers to understand how the incidents of a group were resolved from a high-level perspective, and view the knowledge articles used to resolve it. Problem coordinators and problem managers can then use this information to perform problem investigations effectively. |
|
| |
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. |
|
| |
Enables end users to resolve issues on their own by providing relevant BMC Helix Knowledge Management by ComAround knowledge articles. |
|
| |
Enables service desk managers to leverage AI for predicting and assigning an incident to a relevant support group with the expertise and experience in resolving similar incidents. | Service desk manager |
|