BMC Helix ITSM 19.02 brings significant enhancements across almost all of its ITSM features including: User Interface, Cognitive, CMDB, Multi-Cloud service management, Change Management, Knowledge, Deployment, Reporting and more.
Summary of 19.02 enhancements of BMC Helix ITSM
ITIL v4 Ready - upcoming certification focuses on teamwork, collaboration, automating processes to improve results throughout the digitally transformed Enterpries
New UI/UX capabilities - additional configuration and functional features to further assist agent's productivity
Call log/management - integration of call and ticketing for better management
Advanced reporting - turn data charts into stories and advanced authoring with more intelligent search
In-Application Survey - trigger end-user surveys directly from the ticket
BMC Multi-Cloud Service Management - expanded collaboration with Jira: adding work order
Intelligent swarming - automated collaboration with experts based on ticket information
Cognitive e-mail analysis/response - proactive, intelligent self-service response (via knowledge article and/or BMC Helix Digital Workplace catalog item)
New Cognitive e-mail automation and analysis in the 19.02 version of BMC Helix ITSM
Cognitive analytic reports - automated graphical insights through data analytics
For more information, check out all the new features of BMC Helix ITSM here.