User goals and features

Your role in BMC Helix ITSM: Service Desk determines the functions you perform. Often, multiple roles can perform the same tasks.

Incident Management user goals and features

The following table outlines the common Incident Management user goals (especially those related to solving business problems) and how product features address these goals:

Roles	Goals and features	Reference
Service desk analyst	Register incident requests Assign the incident requests that they cannot resolve to the most appropriate group for resolution Update incident requests with relevant information and status changes Escalate incident requests, for which resolutions can be implemented only through the change management process, to the owner of the affected service Resolve and close registered incident requests Validate incident request resolutions with users	Registering-incident-requests Assigning and reassigning incident requests Reviewing and changing the status of incident requests Resolving-incident-requests Closing-incident-requests
Group coordinators and on-duty managers	Monitor incidents and assign open incidents Facilitate the resolution of escalated incidents in accordance with the escalation policy Review reports Ensure that incidents requiring root cause analysis are copied into Problem Management Review the solution proposed by the specialist and approve the solution Manage scripts, templates, and decision trees	Working-with-incident-requests-as-a-manager Assigning-incident-requests-as-a-group-coordinator Tracking-incident-requests Handling-incident-escalations Using-Incident-Management-scripts

Problem Management user goals and features

The following table outlines the common Problem Management user goals (especially those related to solving business problems) and how product features address these goals:

Roles	Goals and features	Reference
Problem coordinator	Perform the incident request review Create the problem investigation Perform the root cause analysis Perform the analysis review Close the problem investigation	Managing-problem-investigations-and-known-errors Performing-the-incident-request-review Creating-a-problem-investigation-and-known-error Reviewing-problem-investigations-and-known-errors Closing-the-problem-investigation-and-known-errors
Specialist	Establish the root causes of identified problems Propose structural solutions for problems and implement them Update the problem investigation with relevant information and status changes	Performing-the-root-cause-analysis Reviewing-problem-investigations-and-known-errors

User goals and features

Incident Management user goals and features

Problem Management user goals and features

BMC Helix ITSM: Service Desk 25.3

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