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Use intelligent category prediction 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 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.
  • Reduced effort to categorize incoming incidents.

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 category 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. He reviews all suggestions, makes a minor adjustment, and submits the ticket.

Workflow for category prediction

1769765212402-316.png

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. 

Results

By using intelligent category prediction, Carl automatically categorizes tickets into various categories such as Operational, Product, Resolution, and Resolution product, which may result in a quicker resolution.

 

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BMC Helix ITSM: Service Desk 25.4