Leveraging intelligent service prediction in incidents with the BMC Helix model
Scenario
Scenario
Carl, a Service Desk Agent at Apex Global, is handling a high volume of incoming incidents. He receives the LP1234 crashes incident with a vague description. He wants to know the service likely to be disrupted due to the incident so that he can assign it to the appropriate support team for quicker resolution.
He clicks the 
button under the Service field. Optionally, he clicks the button of the Assigned group, support group and the categorization fields as well. He then saves the incident.
BMC Helix ITSM analyzes the incident description and compares it with similar, closed incidents of the past to predict the services likely to be impacted by the LP1234 crashes incident.
Alternatively, Carl can save the incident without clicking the button for the Service and other fields. The relevant service, category details, and support group are assigned to the incident, and an activity note is added.
Workflow for service prediction
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:
| |
| 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 | Leverage service prediction to predict the services likely to be disrupted by incoming incidents, such that you can assign them to the relevant support team for a faster resolution. |
Results
By using service prediction, Carl can anticipate the service disruptions of incidents and hence he is able to assign the incidents to the appropriate support team with relevant expertise. This capability increases the chances of faster resolution and improves the overall performance of the service management team.