Use cases

Consult the following use cases for information on how to achieve value with BMC Helix ITSM: Service Desk:

Use case	Business value	Role	Product used
Initiating-and-resolving-incident-requests	By using Service Desk Optimization, you can define and integrate your service desk and operations with standard processes and tools to reduce variation and to manage support cost. Through standardization, the enterprise can realize such benefits as: Improved efficiency in handling customer requests and greater customer satisfaction Lower costs for service desks to provide incident status updates Consolidation of training and reduced staffing requirements Reallocation of service desk personnel from one functional area to another with minimal or no training	Customer Service desk analyst Problem coordinator Group coordinator Specialist	Incident Management Problem Management
Resolving-an-incident-with-the-first-call	Helps you create an incident, resolve it, and close it on the first call. This use case is generally for issues that can be resolved while you are on the initial call with customer.	Customer Service desk analyst	Incident Management
Resolving-an-incident-with-assignment-to-specialist	Helps you create an incident, accept the assignment, and use Incident Matching to resolve and close the incident. This use case is generally for issues that you cannot resolve, and the incident request is automatically assigned to a specialist.	Customer Service desk analyst Specialist	Incident Management
Resolving-an-incident-with-an-emergency-change-request	Helps you resolve an incident request with an emergency change request.	Customer Service desk analyst Specialist Change coordinator	Incident Management BMC Helix ITSM: Change Management
Finding-information-to-resolve-incidents-by-using-Ask-HelixGPT	Provides you with conversational experience to get information about a possible resolution for the incident.	Service desk agent	Incident Management
Resolving-a-problem-with-a-change-request	Helps you resolve a problem investigation with a change request.	Problem coordinator Specialist Change coordinator	Incident Management Problem Management BMC Helix ITSM: Change Management
Resolving-a-problem-investigation-without-a-change-request	Helps you resolve a problem investigation without creating a change request.	Problem coordinator Specialist	Incident Management Problem Management BMC Helix ITSM: Change Management
Resolving-a-problem-investigation-by-using-a-change-request-rollback	Helps you resolve a problem investigation by rolling back a change request.	Problem coordinator Specialist Change coordinator	Incident Management Problem Management BMC Helix ITSM: Change Management
Indicating-a-problem-investigation-that-is-stalled	Helps you indicate a problem investigation at an impasse.	Problem coordinator Specialist	Incident Management Problem Management
Automating-service-management-by-using-AI-Service-Management-Categorization-and-Classification	By using the cognitive service, you can automate multiple service desk interactions and save time to resolve tickets. For example, you can: Automatically categorize tickets Automatically apply ticket templates Automatically send responses to business user emails Recommend risk levels for change requests Recommend root cause for problem investigation	Service desk analyst	BMC Helix ITSM BMC Helix ITSM: Change Management
Managing-major-incidents	Enables Major Incident Managers to manage and track major incidents.	Service desk analyst Major Incident Manager Communication Coordinator Major Incident Management team	BMC Helix ITSM BMC Helix ITSM: Smart IT BMC Helix AIops
Using-Live-Chat-to-interact-with-users	Enables support agents to chat with self-service users to resolve issues, and create incidents and work orders directly from the chat.	Service desk analyst Self-service user	BMC Helix ITSM: Smart IT BMC Live Chat

Use cases

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