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Use intelligent category and support group predictions in incidents with the BMC Helix model

This use case describes how service desk managers can use AI to classify incoming incidents into appropriate categories.  AI also predicts the best-suited support group for resolving incidents. AI analyzes historical, closed incidents in BMC Helix ITSM to predict the appropriate categories. The service capability uses the Helix model to predict the categories.

Use this capability for the following benefits:

  • Better classification of incidents into categories, resulting in quicker resolutions.
  • Improved assignments to support groups, ensuring appropriate utilization of support resources.

Important

The multi-attribute category prediction capability will be deprecated in the next version. Hence, we do not recommend creating new Multi-Attribute Prediction data set. Use the Helix model for category prediction in the upcoming release versions.

Related topics

Setting configuration parameters in BMC Helix ITSM​ 

Configuring the cognitive service capabilities dependent on the Helix model

Generating training data for the cognitive service dependent on the Helix model 

Configuring intelligent category prediction in incidents with BMC Helix classifier

Creating an incident request

Configuring settings for cognitive service capabilities dependent on the Helix model

Scenario to predict the categories and support group of incidents
Carl, a Service Desk Agent at Apex Global, is handling a high volume of incoming IT support tickets. He receives a ticket with a vague description and no categorization. He clicks image-2024-12-18_11-22-2.png under the categorization fields.
With the new capability, the system instantly analyzes the ticket content and suggests appropriate categories based on historical data. Carl then clicks image-2024-12-18_11-22-2.png under the Assigned Support Group field to predict the relevant support group for resolution. He reviews all suggestions, makes a minor adjustment, and submits the ticket.

Workflow for category and support group prediction

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The following table describes the tasks to be performed for service prediction:

Sequence

User

Action

Reference

1

ITSM Administrator

Configure the following CCS parameters as a prerequisite to enable the capability:

  • Classification-Service-Provider
  • Cognitive-Service-Confidence-Threshold
2

ITSM Administrator

Configure cognitive service connection settings.

3

ITSM Administrator

Generate training data to train the algorithm on closed incidents of the past.

4

Service desk agent

Use artificial intelligence (AI) to analyze historical, closed incidents to classify incoming incidents into appropriate categories. AI also predicts the best possible support group to resolve the incidents.

Results

By using intelligent category prediction, Carl automatically categorizes tickets into various categories such as Operational, Product, Resolution, and Resolution product such that he understands who needs to work on the ticket.

 

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BMC Helix ITSM: Service Desk 25.3