welcome to cognitive it service management · bmc helix itsm is our new, industry-leading service...

Welcome to Cognitive IT Service ManagementYour BMC Helix ITSM Quick Start Guide

BMC Helix ITSM is our new, industry-leading service management solution that combines cognitive automation with core ITSM principles. And it’s ready to go to work for you.

With proactive and predictive service via cognitive intelligence, BMC Helix ITSM gives you the tools you need to resolve customer issues more quickly and effectively, collaborate productively with other service desk agents, and help the company grow. You can also manage and deliver a seamless service experience across multi-cloud environments. This helps solve specific challenges of managing cloud services through an integrated and shared service desk on a single pane of glass.

Your ITSM is about to enter a whole new realm of greatness — from service request through resolution. Not only is your job about to become easier, but you’ll also deliver a better service experience to your customers — and when they’re happy, that makes you look good.

This quick start guide will show you some of the great things you can do

Welcome to Cognitive IT Service Management 2


A Smarter Way to Manage Incidents

With cognitive capabilities like embedded AI and machine learning, BMC Helix ITSM intelligently automates more processes. Let’s start with incident management.

In the past, service requests were a highly manual and often frustrating part of your job. BMC Helix ITSM automates the process and up-levels it with cognitive capabilities.

Create and resolve incidents

faster with intelligent, context-aware, and proactive incident registration


Emails and manual ticket entry Formless ticket entry and resolution with Smart Recorder

Lack of status tracking and visibility Easy ticket tracking

Slow response and bad SLAs Social collaboration with activity timelines, tags, and comments

Faster and accurate ticket routing for better SLAs

Cognitive automation on tickets for faster and efficient resolution

Tiered issue process

Cognitive Email and Automation (if enabled): Cognitive Email not only seamlessly creates and integrates the incident directly into the service desk, it also helps end users resolve the issue on their own with knowledge base resources. With Cognitive Automation, service requests are automatically classified, assigned, and routed to the best (and most available) agent for the topic, reducing the time to resolve the issue.

The BMC Helix WayThe Old Way


Automated Change Management at the Velocity of Business Needs Before, change management was a time-consuming, manual process. BMC Helix ITSM uses Cognitive Automation to streamline changes so you can easily stay up to date with your technology. It provides leading core ITSM to support and enable the processes and frameworks you need to succeed, like ITIL V4, Agile, Lean, and DevOps IT.

A simplified, guided process with a drag-and-drop change calendar and automated, contextual collision detection and impact analysis


Long change approval process Intelligent risk scores reduce the need for you to review every change

Manual process leading to errors and delays Flexible configuration and workflows help optimize the needs of change management

Impedes agility and reduces the efficiency of DevOps

Facilitates DevOps implementation within your organization

BMC Helix ITSM’s risk analysis module calculates the risk score of every change produced in agile development tools like Jira, Azure for DevOps, Rally, and more. It then automatically creates the change with that score, while still giving you the flexibility to define which changes can be auto-approved and which changes need additional input before deployment. This allows you to deliver rapid changes without risking the availability of the services offered or creating new headaches.



Crowdsource knowledge with integrated collaborative tools like chat, social, intelligent swarming, and activity timelines

Collaboration at Its Core

Traditional models of tiered support meant that cases would bounce from one team to another as you try to find the right person to solve the problem. With BMC Helix ITSM, you can easily interact with colleagues, subject matter experts, and/or key stakeholders on everything from knowledge article content to root cause investigations to find issue solutions.


Stuck playing phone tag and trading emails Just one click away from any expert in your organization

Wasting time waiting for the right person to become available

Intelligent Swarming gets the right people working on the issue fast

Manually transcribing/summarizing conversation history into incidents or tickets

Collaboration with the team and users is integrated into the ticket

With the ability to drive collaboration through the use of Intelligent Swarming, BMC Helix ITSM uses its cognitive capabilities to identify and invite the right experts to collaborate in a chat session to help resolve the incident. This helps eliminate time-consuming escalations and long message chains, and makes your customers a lot happier.



The Right Knowledge at the Right Time

BMC Helix ITSM makes it simple to curate knowledge article candidates, contributors, coaches, and publishers automatically to help keep the knowledge base up to date. The stronger the knowledge base, the better overall service you can provide.

Built-in KCS with lifecycle management of articles for up-to-date articles, robust multimedia content, and external knowledge integrations


Separate, siloed information repositories Cognitive Automation analyzes context to provide the right information at the right time

Undocumented “tribal knowledge” unavailable to others

Integrates multiple sources, including third-party articles and rich-media content, to improve understanding

Knowledge search returned too many results, making it hard to find the right answer

The Knowledge Centered Service (KCS) structure helps easily deliver and manage knowledge and information vital for the organization’s productivity

Plus, all this knowledge provides the foundation for self-service options like the BMC Helix Chatbot, helping users help themselves. With the right knowledge at your and your users’ fingertips, issues get resolved faster.



Intuitive and fully mobile single source for finding and providing knowledge and service

Compelling and Powerful Self-Service CapabilitiesBMC Helix ITSM delivers comprehensive self-service capabilities to end users and agents alike. End users get a centralized, consumer-like service catalog for easy access to products and services. Agents get valuable and automatic information with every ticket to help resolve issues quickly and accurately.


Had to search various places to figure out how to get what is needed

For end users, a single self-service portal and consolidated service catalog

Trial and error on receiving services and tools in a timely manner

For agents, enhanced and predictive tickets with autofill and guiding materials for fast remediation

Limited flexibility and choice on service and communication channels

Full mobile functionality


Self-service options help users find answers to questions either through knowledge articles, or in some cases, access to services to help solve the issue on-the-spot. This enables users to keep their productivity high while also freeing up the service desk agent to concentrate on more complex issues.


Powerful, stunning reports

and visualizations allowing data-driven, cognitive insights

Insights with Impact

Reports are key to understanding your performance and demonstrating your value to management. BMC Helix ITSM makes it easier than ever.


Time wasted waiting for others to provide reports

Self-service BI lets anyone pull reports

Hours spent consolidating data across groups Custom dashboards and reports help tell the right story

Difficult to access on the go Automation uncovers insights into significant aspects of the data

Available on mobile devices

BMC Helix ITSM has more than 90 out-of-the-box reports to help you get started quickly and makes it easy to create custom reports and dashboards that reflect your KPIs. These reports can help you identify major trends that, once addressed, can improve case resolution and even proactively avoid more service requests and interrupted workdays.


Spreadsheet-driven process prone to errors


How Can BMC Helix ITSM Help You?

The way you work is about to become far more efficient, proactive, and satisfying. Cognitive automation will take care of busywork and simple requests so you can focus on doing what you do best: delivering the best service to your customers.

Up to First Contact Resolution

Up to Higher Productivity

Up to Faster Time- to-Resolution

Source: Forrester Research, The Total Economic Impact™ of BMC Helix with BMC Helix ITSM, BMC Helix Digital Workplace, and BMC Helix Chatbot, January 2019

67% 35% 20%

https://www.bmc.com/forms/forrester-report-total-economic-impact-of-bmc-helix.html?productInterest=helix%20itsm

Getting StartedAre you ready to provide next-level service? With its modern UI/UX, BMC Helix ITSM is designed to be equally intuitive and powerful so you can do your best work possible — and get up and running as quickly as possible. To help you get started and teach you a few helpful tricks, visit the BMC Helix ITSM Knowledge Base for videos.

Become a Part of Our CommunityBMC Helix ITSM is easy to learn and use. When you join our BMC Helix Community, you’ll be able to share your best practices with users around the world, learn about our latest features and releases, and more. Join our community today.

https://docs.bmc.com/docs/productsupport/bmc-helix-itsm

welcome to cognitive it service management · bmc helix itsm is our new, industry-leading service...

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