Use cases


Consult the following use cases for information on how to achieve value with :

Use case

Business value

Role

Product used

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
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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

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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

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Helps you resolve an incident request with an emergency change request.

  • Customer
  • Service desk analyst
  • Specialist
  • Change coordinator
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Provides you with conversational experience to get information about a possible resolution for the incident.

  • Service desk agent

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Helps you resolve a problem investigation with a change request.

  • Problem coordinator
  • Specialist
  • Change coordinator
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Helps you resolve a problem investigation without creating a change request.

  • Problem coordinator
  • Specialist
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Helps you resolve a problem investigation by rolling back a change request. 

  • Problem coordinator
  • Specialist
  • Change coordinator
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Helps you indicate a problem investigation at an impasse. 

  • Problem coordinator
  • Specialist
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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

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Enables Major Incident Managers to manage and track major incidents.

  • Service desk analyst
  • Major Incident Manager
  • Communication Coordinator
  • Major Incident Management team
  • BMC Helix AIops

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


 

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