Read Aloud the Text Content

This audio was created by Woord's Text to Speech service by content creators from all around the world.

Text Content or SSML code:

Jennifer uses applications which help her perform her day-to-day operations efficiently. She wants to be able to Smoothly perform day-to-day operations over a specific platform and tool and Request support when application has issues. Challenges she usually faces are Lack of intuitive support platform, long waiting time and Poor experience Mia mission is to maintain and improve the reliability of systems in production, fix issues, and respond to incidents. She Must be able to Monitor health of the services, detect problems in business applications, quickly perform problem diagnosis. Challenges she usually faces are lack of efficient tools to monitor service health, Struggle to understand cause of the problem, Poor visibility about impact, No actionable insights Beth is the point of contact for customers and escalate complex problems to appropriate teams. She Must be able to Effectively manage and prioritize requests and Raise change request to DevOps for agile change management. Challenges she has are mainly Lack of real-time incident correlation, proactive problem management and Siloed teams. Jennifer, Our Business User, needs to buy a train ticket using her favorite ticketing application for an upcoming business trip to Milan. When she tries to finalize her trip the ticketing application rise an error message and the transaction cannot be completed. Now that the Business User noticed that Train Booking Systemis is not working, how can she get support? BMC Helix provides multiple channels to get support from desktops, tablets, or even mobile devices. In this case, Jennifer chose Helix Virtual Agent because she wants to interact in natural language to get even knowledge for self-resolution or submit a support request. She picks the right request by clicking in the Report Business application option, answers the questions until a newt icket is created very quick. Let’s analyze now a day in the life of Beth, a Service Desk Agent. Helix ITSM intelligently assigned to Beth the support request raised by Jennifer using Helix Virtual Agent and start working on the ticket to provide a solution. The agent has immediate access to relevant resources to resolve this issue because Useful information automatically appears on the right side of thes creen, including Outages, Templates, Knowledge and potential related tickets. Beth sees that multiple similar incidents have been opened by users and monitoring systems so she wants to identify if a current incident that has come into the service desk should be classified as a major incident. Beth has access to real-time insights that intelligently group clusters ofi ncidents. This allows Beth to quickly and accurately determine if there areother incidents registered that are for the same issue identified and that refer to the same situation with high confidence and improving the productivity. The major incident has been created and automatically related with all the parent incidents thanks to Machine Learning power of ITSM Insight. To solve the major incident a database must be reconfigured, so Beth opens a Request for Change. BMC Helix ITSM allow a Better-Informed Change Management through Change Collisions management. This capability highlights possible collisions against other CRQs, Outages & Events and allow to coordinate with the other change owners. Once the Request for Change has been issued, Beth can carry out an impact an alysis to evaluate the possible impact of this change on the business reducing the Risk of failed changes and reducing service outages. The change is correctly implemented, and the service restored, now Jennifer can book her train ticket.