BMC Helix ITSM: What's New in 19.02?

Version 7
    Share:|

    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

    Core ITSM

    itil4.png

    Source: Axelos

     

    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

    Screen Shot 2019-03-04 at 9.24.13 AM.png

    Multi-Cloud/Collaboration

    BMC Multi-Cloud Service Management - expanded collaboration with Jira:  adding work order

    Intelligent swarming - automated collaboration with experts based on ticket information

    Screen Shot 2019-03-04 at 9.53.43 AM.png

    Cognitive capabilities

    Cognitive e-mail analysis/response - proactive, intelligent self-service response (via knowledge article and/or BMC Helix Digital Workplace catalog item)

    Screen Shot 2019-02-25 at 9.04.46 AM.png

    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

    Screen Shot 2019-03-04 at 10.04.58 AM.png

     

    For more information, check out all the new features of BMC Helix ITSM here.

     

    And attend “Connect with BMC Helix ITSM – 19.02 Feature Release” webinar