What's New in BMC Helix ITSM 19.08?

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    The 19.08 release of BMC Helix ITSM features significant advances across core ITSM functions, multi-cloud and cognitive capabilities that will continue to deliver industry leading service management to you and the market.

    • Core ITSM

      • New, at-a-glance calendar:  Comprehensive overview of the change and release tickets, business events, and outages.
      • Self help and Guided Tours:  Learn how to use BMC Helix ITSM and navigate all its features with guided assistance. Agents can access self help throughout the BMC Helix ITSM UI and get specific multimedia help and/or guidance to help them use the solution to its fullest.

      • Advanced Smart Reporting: Real-time synchronization of users and automatic sharing of common content across multiple tenants.
      • Enhanced CMDB: New class manager and UX framework enabling better efficiencies along with improved explorer integrations into BMC Helix Discovery
      • PostgreSQL support: Supports PostgreSQL 10 database (including Amazon Aurora) to provide a lower TCO for database option for customers.

     

    • Multi-Cloud & DevOps
      • New and extended DevOps Service Management:  Increased seamless integration enhancements into BMC Helix ITSM with leading Agile software tools:
        • Jira: Updated incident status, share attachments with and map custom fields (including Jira Service Desk)
        • Azure DevOps: Share activity notes and map custom fields
      • Live Chat workspace: For improved service, agents and users can quickly and collaboratively work to resolve issues as well as create incidents/work orders directly from the chat.
      • New multi-cloud provider management: Create incidents based on Azure Alerts and integration into Auzre Monitor for improved SLA management.

     

    • Cognitive
      • Machine Learning for Change Risk Recommendation and Problem Root Cause Analysis:  Change requests can automatically be assigned a risk level recommendation and problem root cause analysis gets automatic recommendations - all based on machine learning algorithms
      • Intelligent Swarming with Microsoft Teams: Integrated virtual chatbot, agents can perform ChatOps-type collaboration along with natural language, cognitive assistance to help with more efficient and quicker resolutions to incidents and tickets .

     

    For complete and full details on the 19.08 release of BMC Helix ITSM, click here.