ServiceExperienceReimagined

faster resolution

you can actually streamline outcomes from war room to actual owners who can perform tasks and keep track of the changes !

The short answer is that it will improve the user experience which, at the end of the day, is what really matters. Both in terms of speed and accuracy of resolution as well as prevention of poor experience.

less tribal knowledge, more insight into what really matters

Accuracy of information. Additional context shared between the groups.

the service desk will have better situational awareness of issues occuring within I&O and how their status.

MTTR improvements will come from having more data on possible causes/correlations with a future view toward AI/ML predictions of issues before they occur

faster fulfillment, better customer satisfaction, greater agility

experience and accuracy

...and BTW, more higher order data to improve/automate processes!

@robinreddick I would even push it to automatic resolution

It will transform the service experience and better drive the cost, accuracy, and experience delivered

the demo presentation was nice and would be a benefit, however I wonder how much work it is to integrate and configure all the pieces shown. That and the maintenance may out-weight the benefits.

It will make service like a light switch we just flip on

Tangible use cases like predictive alerting, event noise reduction, probable cause analysis and intelligent ticketing and routing.

Removal of manual, error prone effort.

Service will become a utility.

from an #infosec perspective, one can easily imagine ML correlating risk patterns to remediation action. that's just 1 of about infinity use case

We can introduce the 3 P's to service and operations management, those are being more predictive, proactive, and preventative.

we just saw how chatbot powered with NLP brought together multiple products for a seamless experience, we will see more of such cross product usecases in future !

RPA will enable the automation of rule-based processes across disparate IT and non-IT systems. Automation = scale = consistency = better, faster experience

Automation of routine and repetitive tasks and enabling more self service capabilities

richer data sets combined with pervasive intelligence leading to better decision making and improved experience

And to refer back to the speakers, these are not optional: the massive growth of data makes them sine qua non.

Automation and accuracy of repetitive tasks is the key benefit of AI/ML/RPA. #BMCHelix helps you get there by combining data across ITSM and ITOM to help bots and AI/ML routines learn what and how automate.

360 view of the business

closed-loop security incident management!

This will create a wealth of data ready for true business aware AIOps

Faster deployment of AI use cases

insight across IT infrastructure, configuration items, and apps enable the service desk to improve response time

Enable run and reinvent!

A single SAAS platform for both Ops and IT Service Management underpinned by AI/ML will provide powerful new use cases and insights for the enterprise.

With #BMCHelix, you can expect predictive and proactive service, automated processes, faster and accurate resolution, and cost savings through speed and efficiency.

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An integrated SaaS platform that allows to focus on your business

Helix will provide a native and collaborative workflow that can provide insight across ITOM and ITSM disciplines.

@JoyAlegriaSu Here's an article around the topic of what we call Proactive Service Resolution. PSR WP: https://www.bmc.com/forms/bmc-helix-bridge-itsm-it...

Operations will have better business-awareness

As many companies pursue AIOps strategies, integrated, automated ITOM and ITSM processes can deliver tangible value from the rich insights delivered by machine learning.

managing #cloudsecurity within the context of your business service / application

Reduce noise and provide prioritization of events due to a better understanding of service impact, approved changes, and known issues.

The Ops teams need to understand the business context of the things they are managing. With this context, the business will have better outcomes. (e.g. prioritization of activities)

Operations have better business context and is able to prioritize events as they occur.

By keeping everyone on the same page and aware of what the other is doing

@chauvelr Yes, definitely bringing IT Ops into more dialogue with the business and understanding better the business impact of Ops. Also, given that the vast majority of outages are associated with changes, improving that process can only create less stress for the NOC, no?

Sure thing!

using ML to gain insights into customer experience and improve service

Another benefit is through a tight integration with Change management. Operations can perform auto remediation of events while still adhering to best practices.

security is a typical example where ops and change management don't align

A successful ITSM-ITOM convergence requires training, skillset mapping, and a vision toward the future workplace.

it breaks down when there isn't context or understanding of what may be impacted, who needs to be aware, and who owns resolution.

change happens quickly in the public cloud, it's important that the CMDB reflect those changes (#audittrail)

Many companies I talk to struggle with the handoff between ITOM events and ITSM ticketing. Lack of combined processes extends MTTR.

having a consistent view of business service across operations and service. back to the unified view.

And lack of a combined or at least coordinated process between ITOM events and ITSM makes it more difficult to prevent future events and automate future resolution

Would it not be awesome to automatically process events and pro-actively assign incidents or root cause analysis to the right SMEs?

in my experience most times when operation management tools cannot take actions on its recommendation without having proper service management approval process integrated. Having different platforms makes it very difficult