Use intelligent support group prediction in incidents with the BMC Helix model
Scenario for using intelligent support group prediction
Susan, the service desk manager at Calbro Inc, notices that incidents related to network security are assigned to wrong support groups by her team. The incidents often take multiple hops before reaching the right support group which delays the resolution.
While creating an incident Failure in security server node, she wants to assign it to the right support group having relevant expertise to resolve it. However, there are multiple support groups in the organization specialized in certain areas of network security. Susan is unaware of the right support group with the relevant expertise to which the incident needs to be assigned.
She leverages AI to predict the right support group with the relevant experience. To do so, in the incident creation form, she clicks 
under the Assigned Support Group field. AI populates the field with Network security handler A support group which has the relevant experience to resolve the incident.
Workflow for category 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 | 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 support group prediction, Susan ensures that the incoming incidents are assigned to groups with the required expertise to resolve the incidents which may help in reducing the overall turnaround time for its resolution.