This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go?

Use cases

Consult the following use cases for information about how to achieve value with BMC Helix ITSM: Smart IT:

Use case

Business value

Products used

Improves services management experience and eliminates the need for human intervention in repetitive tasks by using artificial intelligence and machine learning engine from industry-leading vendors. 

The key capabilities of BMC Helix Cognitive Automation for automating service management are:

  • Automatically categorizing tickets
  • Automatically responding to inbound emails
  • Automatically analyzing risk level for change requests and root cause for problem investigations
  • BMC Helix ITSM
  • BMC Helix Cognitive Automation
  • BMC Helix ITSM: Smart IT
  • IBM Watson Assistant

Enables support agents to chat with self-service users to resolve issues, and create incidents and work orders directly from the chat. 

  • BMC Helix ITSM: Smart IT
  • BMC Live Chat

Enables Major Incident Managers to manage and track major incidents.

  • BMC Helix ITSM
  • BMC Helix ITSM: Smart IT
  • BMC Helix AIops

Using BMC Helix Knowledge Management by ComAround as a knowledge provider:

  • Viewing preloaded knowledge articles that contain screenshots and videos
  • Viewing articles from BMC Helix ITSM: Knowledge Management synchronized with BMC Helix Knowledge Management by ComAround
  • Leveraging the extended language support and over 100 languages in auto-translation
  • Using AI-powered cognitive and natural language processing search capabilities
  • Exposing knowledge articles in a public portal to external users and to BMC Helix Digital Workplace and BMC Helix Virtual Agent users
  • Embedding multimedia content into knowledge articles
  • Viewing all changes made to a knowledge article by using the Article History panel
  • Viewing all tickets associated with the knowledge article
  • BMC Helix ITSM: Smart IT
  • BMC Helix Innovation Studio
  • BMC Helix Knowledge Management by ComAround

 

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