Key concepts

BMC Helix ITSM  provides  Incident Management and  Problem Management modules to enable IT to respond quickly and efficiently to conditions that disrupt critical services. BMC Helix ITSM Insights leverages AI algorithms to analyze incident data and increase productivity and efficiency. With the growing adoption of ITIL standards, businesses increasingly recognize the value of AI-based service management to quickly identify and resolve issues.

Understanding the key concepts of BMC Helix ITSM Insights is crucial for effective incident and problem management.

This section provides a high-level overview of the concepts and features of BMC Helix ITSM Insights. The following table provides a list of the key concepts that will give you a better understanding of how BMC Helix ITSM Insights works: 

Task

Reference

Understand the concepts of Proactive problem management and its uses.

Identify incidents of similar resolution and their resolution approach.

Understand the concepts of Real-time incident correlation and its uses.

Understand the clustering approach and the underlying mechanism to detect incidents of similar resolution.

Learn how emerging issues are identified in the Real-time incident correlation dashboard.

Calculate the average percentage daily increase or decrease in the number of incidents created within a cluster.

Understand the background architecture of BMC Helix ITSM Insights.

Learn the frequently used terms in BMC Helix ITSM Insights and their definition.

Related topics

Identifying and tracking multiple incidents for the same issue

 

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