Setting up the cognitive service
BMC Helix ITSM offers capabilities that are dependent on the BMC Helix classifier and IBM Watson models. Before your users can use these capabilities, you must obtain the relevant licenses and configure them to communicate with the machine learning engine.
The newer cognitive capabilities use the BMC Helix classifier model that is developed and maintained by BMC Helix.
| Feature | Model used | Reference |
|---|---|---|
| Service prediction in incidents Leverage AI to predict the services likely to be disrupted by incoming incidents in BMC Helix ITSM for quicker resolution. | Helix | Configuring features dependent on the Helix model |
| Automatically categorizing incidents Use the trained cognitive service to automatically categorize the new data on the forms. | Helix | Configuring features dependent on the Helix model |
| Support group prediction Leverage AI to predict the relevant support group for quicker resolution | Helix | Configuring features dependent on the Helix model |
Multi-attribute prediction Note: The creation of a new Multi-Attribute Prediction data set is no longer supported. However, the existing dataset, if already created, remains usable for predictions. | Helix | Configuring features dependent on the Helix model |
| Respond with knowledge articles Use the trained cognitive service to respond to user emails with knowledge articles. | Watson | Configuring the cognitive service capabilities dependent on the Watson model |
| Respond with Digital Workplace catalog Use the trained cognitive service to respond to user emails with Digital Workplace catalog. | Watson | Configuring the cognitive service capabilities dependent on the Watson model |
| Recommendations for Risk Level in Change Management Use the trained cognitive service to analyze change requests for Risk Level recommendations. | Watson | Configuring the cognitive service capabilities dependent on the Watson model |
Recommendations for Root Cause in Problem Management | Watson | Configuring the cognitive service capabilities dependent on the Watson model |
| Automatically resolving tickets Configure the system to automatically resolve the tickets for which relevant self help response is sent. | Watson | Configuring the cognitive service capabilities dependent on the Watson model |
| Description | BMC Helix model | Watson model |
|---|---|---|
| Licenses and configuration | ||
| Contact your Business Relationship Manager to obtain an IBM Watson Assistant license and then get a URL, user name, and password for BMC Cognitive Service. | Not applicable | Obtain an IBM Watson Assistant license. For more information, see IBM Watson Conversation in the IBM Watson documentation and Configuring cognitive service for custom applications by using IBM Watson activated by BMC. |
| Configure the cognitive service on the system | Configuring the cognitive service capabilities dependent on the Helix model | Configuring the cognitive service capabilities dependent on the Watson model |
| Generate the training data by using either a Data Qualifier or a CSV file and train the cognitive service. | Generating training data for the cognitive service dependent on the Helix model | Generating training data for the cognitive service dependent on the Watson model |