21.3 enhancements preview

Preview the BMC Helix ITSM 21.3 enhancements for upcoming features that will benefit your organization and to understand changes that might impact your users.

Important

Features described in this enhancements preview are subject to change and are not generally available until BMC announces the general availability date for the release. Prior to that announcement, features are not guaranteed for general availability within any particular time frame or at all. Make any purchase decisions only on the basis of generally available products and features.

BMC Helix ITSM: Smart IT enhancements

The following enhancements are added to BMC Helix ITSM: Smart IT.

Manage and track major incidents

Major incidents affect multiple customers and have a widespread impact on business and its goals. By using Major Incident Management in BMC Helix ITSM , you can manage and track major incidents, establish teams, collaborate with specialists and technicians, and update major incident status within the same incident screen.

Use BMC Helix AIOps to analyze service health and probable cause

Within the incident screen, use the Probable Cause Analysis (PCA) health card to view the health of an impacted service and the probable causal nodes that have caused the failure in the service. Use the PCA health card to view, create, or associate the CIs, tasks, or change requests.

New ChatOps capability for better collaboration

The new ChatOps application interacts with BMC Helix ITSM and BMC Helix AIOps and enables support agents to collaborate through Microsoft Teams channels. The application provides a better interaction experience by displaying details in an interactive card format.

Support agents can use this bot to interact with other agents in a group conversation, provide assistance, respond to commands and natural language requests, and update tickets from the chat directly on any device.

BMC Helix ITSM Insights enhancements

The following enhancements are added to BMC Helix ITSM Insights.

Track the usage of ITSM Insights in BMC Helix Dashboards

Service Desk Managers and Problem Coordinators can track the usage of ITSM Insights with various KPIs in BMC Helix Dashboards .

Use this dashboard to track the incident and problem management statistics for a company for a defined period. The out-of-the-box report includes the number and percentage of problem investigations created from ITSM Insights , number of associated incidents, number of jobs and job executions, status of various problem types, top emerging clusters, and incident relationships created.

Change the parent or remove parent relationship for incidents

To help you identify and correlate incidents that refer to the same issue, ITSM Insights enables you to change the parent for incidents in the Real-time incident correlation workspace. You can also remove the parent relationship for incidents.

BMC Helix ITSM enhancements

The following enhancements are added to BMC Helix ITSM.

Simplified REST API for BMC Helix ITSM

Integrate your custom applications with BMC Helix ITSM by using the new and enhanced BMC Helix ITSM REST API. Along with a robust framework, the simplified REST API offers more capabilities and easier consumption. Use the simplified REST API to perform operations such as searching and updating a ticket, downloading attachments, viewing people data, and getting a list of the recommended knowledge articles and tickets.

BMC Helix CMDB enhancements

The following enhancements are added to BMC Helix CMDB.

CMDB Explorer enhancements

Get more out of the CMDB Explorer. Easily edit and manage CIs and relationships by using Quick Edit, Collapse, and Show Relationship Details in the enhanced CMDB Explorer.

BMC Live Chat enhancements

The following enhancements are added to BMC Live Chat.

Open the ticket window after a chat is closed or abandoned

Live Chat administrators can configure Live Chat to open the ticket window after a chat session is closed. Agents can view or edit fields on the ticket screen.