Use cases
Consult the following use cases for information about how to achieve value with BMC Helix Telco Extensions.
Use case | Use case description | Business value | Reference topics |
|---|---|---|---|
Service Management for the Communication Service Provider's (CSP's) Network Operations Center (NOC) | With BMC Helix Telco Extensions, BMC extends the Helix IT Service Management excellence into the CSP's (Communications Service Provider) Network Operations Center (NOC). The NOC is the essential nerve center for CSPs for delivering, monitoring, maintaining, and repairing all CSP services. By using BMC Helix Telco Extensions, incidents are automatically created in Incident Management. You can then handle them throughout their lifecycle: from creation to closure. BMC Helix ITSM, however, is more than just a tracking tool for tickets. It helps you to resolve incidents by proactively suggesting related tickets and knowledge articles that you can use to understand how other similar tickets were resolved. | BMC Helix Telco Extensionsdelivers incident management, problem management, change management, service desk functions, event management, service level management, and configuration management within a single, integrated solution. BMC Helix Telco Extensionsis designed to meet the CSP NOC service management needs through embedded AI/ML, workflow automation, and CSP NOC-specific use case requirements. | |
Alarm Management | You can prioritize the incoming, multiple service alarm incoming notifications automatically when they are received by the CSP NOC. You can perform the following operations on alarms by using REST API:
When an alarm is created by using REST API, an incident is automatically created in Incident Management. You can also split an incident based on alarms. Additionally, as an administrator, you can configure alarm settings for a company by logging in to BMC Helix Innovation Studio. | BMC Helix Telco Extensions, powered by AI/ML, correlates alarms to identify and prioritize critical incident-triggered alarms. Once the alarms are prioritized, BMC Helix Telco Extensions triggers automated escalations and workflows to remediate the incident. With BMC Helix Telco Extensions, incoming service alarm noise can be reduced, and incident management can be streamlined significantly, resulting in a faster MTTR. | |
Source Request Management | Compiling metadata logs across the entire CSP network and servicing footprint is often time-consuming and labor-intensive. When you create any incident, if you need to get additional information or send some information back to the field service agent, you can add the source of the incident by using the Source information tab. | BMC Helix Telco Extensionseliminates the need for CSP NOC engineers to compile metadata logs. BMC Helix Telco Extensionsautomatically generates detailed metadata capturing every resource request, approval, and allocation record. These metadata records are often required for CSP compliance or regulatory purposes. | |
Related Parties/Multi-party collaboration | An issue might require cross-domain collaboration to resolve a fault, for example, Mobile, Fixed, IPTV, etc. In this case, multiple team members from the network operations teams should be able to view the incident details or even add or disable users for the assigned support group or company. As an administrator, you can now provide permissions to users or groups of users to view and edit the incidents by using the Related parties tab. Additionally, you can also search, add, or disable users and user groups based on the users who are working on the incidents. | BMC Helix Telco Extensionsallows network engineers to add individual users or groups outside or within their designated CSP NOC to collaborate on incidents across different NOCs. CSP NOC agents can now add technical specialists, additional SMEs, and other internal teams to access and work on a specific ticket. Improved collaboration results in faster communication and results in a faster MMTR. | |
CI attributes for incident service targets | As a Service Level Manager or a user with either SLM Config or SLM Unrestricted Manager permissions, you can create or modify service targets by using the Service Level Management Console in Mid Tier. You can also add specific terms and conditions and qualifications related to CI attributes for BMC Helix Telco Extensions. Additionally, as a Service Desk Agent, you can attach the required CIs to an incident in BMC Helix Telco Extensions, see the service target bar on the incident with the attached CI-based service targets, and then prioritize the incidents based on those service targets. | In BMC Helix Telco Extensions, the resources (CI attributes) are critical to the business. Based on the CIs that are attached to the incident in BMC Helix Telco Extensions, after the service target automatically gets associated to the incident, the service desk agent can then prioritize the incidents based on these service targets and quickly work on resolving the incidents before the SLA is breached. |