BMC Helix ITSM solution and AutomationEdge RPA a powerful cognitive automation platform

Edward Markowitz
Nov 8 · 2 min read

IT service management tools are evolving with its new technologies like AI, machine learning, chatbots, and virtual agents, which can enable infrastructure and operations leaders to deliver and support IT services.

BMC Helix, a globally leading IT Service Management tool, provides a containerized, multi-cloud with a cognitive solution. It can run in on premise, on-cloud as well as in a hybrid mode.

BMC Helix ITSM combines the latest in digital and cognitive automation technologies while supporting the ITSM best-practices, enabling you to provide superior service management across multi-cloud environments that are intelligent and predictive.

In any large organization, 1000s of service desk tickets are generated through multiple channels like email, chat and web. An intelligent service desk like BMC Helix analyzes the pattern, handles non-structured emails and auto-classifies tickets and assigns them, appropriate support groups. Further, the chatbot capabilities with NLP engine; provide ease of submitting requests thereby enhancing end-user experience significantly.

AutomationEdge is an integrated, unified automation solution that seamlessly automates IT as well as non-IT tasks to reduce errors and turnaround time; and increase business productivity. AutomationEdge is available for both on-premise as well as on cloud deployment offerings. AutomationEdge is the first to provide RPA as a Service. AutomationEdge has over four hundred ready action bots to integrate with various back-end infrastructure components.

BMC Helix integrated with AutomationEdge provides end-to-end auto-fulfillment capabilities to service desk users by automating repetitive, mundane tasks like password reset, and share folder access.
This results in reducing turnaround time, errors, and operational costs. This increases customer experience by meeting SLA’s with quick resolution of tickets with auto-ticket resolution. The BMC Helix with AutomationEdge, having cognitive capabilities like self- learning and Auto-Healing, which can understand the pattern of the issue and provide the resolution.

As per research, 50% of such tickets are repetitive and mundane in nature which keeps the IT team occupied. Adding an RPA bot in the process to automate the end-to-end resolution of such tickets will reduce the burden on the IT team and free them to work on more productive tasks.

AutomationEdge bot can automatically resolve assigned tasks without human intervention. In case the process needs human intervention like approvals, a bot can send a request for approval and resume the process when received.

Consider the process of employee onboarding. Traditionally, employee onboarding is a tedious and time-consuming process that involves assigning roles, responsibilities, creating user accounts, etc. When automated, AutomationEdge RPA bot can pick up this request from service desk, automatically login and assign roles and responsibilities in HRMS, create a user account in active directory and other systems as well as assign required IT assets. This reduces the processing time by up to 90%, making the new employees productive from day 1.

BMC Helix ITSM solution and AutomationEdge RPA together provide a powerful cognitive automation platform that can digitally transform organizations.

AutomationEdge RPA

AutomamtionEdge is the fastest automation platform with RPA and IT Process Automation as core capabilities. It helps organizations automate mundane, repetitive, rule-based tasks across verticals with new-age technologies like AI, ML, NLP. For more, visit www.automationedge.com.

Edward Markowitz

Written by

AutomationEdge RPA

AutomamtionEdge is the fastest automation platform with RPA and IT Process Automation as core capabilities. It helps organizations automate mundane, repetitive, rule-based tasks across verticals with new-age technologies like AI, ML, NLP. For more, visit www.automationedge.com.

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