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 |
|---|---|---|---|
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:
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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. |
| Incident Management | |
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. |
| Incident Management | |
Helps you resolve an incident request with an emergency change request. |
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Provides you with conversational experience to get information about a possible resolution for the incident. |
| Incident Management | |
Helps you resolve a problem investigation with a change request. |
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Helps you resolve a problem investigation without creating a change request. |
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Helps you resolve a problem investigation by rolling back a change request. |
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Helps you indicate a problem investigation at an impasse. |
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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:
| Service desk analyst |
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Enables Major Incident Managers to manage and track major incidents. |
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Enables support agents to chat with self-service users to resolve issues, and create incidents and work orders directly from the chat. |
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