SUMMARY: Enterprise Service Management (ESM) extends proven IT Service Management (ITSM) concepts and frameworks, such as ITIL, to non-IT service teams across the organization to break down organizational silos, improve cross-departmental collaboration, and drive...
Intro to KCS Knowledge-Centered Service (KCS) is an open-source approach that transforms how organizations harness and leverage knowledge. It empowers anyone to contribute to valuable content that improves employee and customer experience. KCS enables teams to: Answer...
SUMMARY: An organization’s IT Service Management (ITSM) strategy requires reevaluation when outdated tools and rigid mindsets lead to operational silos, rising costs, and an inability to adapt to business needs, ultimately hindering efficiency and innovation Outdated...
Atlassian Corporation (NASDAQ: TEAM), announced in March that the Atlassian Government Cloud has received Federal Risk and Authorization Management Program (FedRAMP) authorization at the Moderate level. FedRAMP is a U.S. government program that provides a standardized...
Atlassian offers a suite of tools that specialize in enhancing team collaboration and productivity. Teams all around the world run on Atlassian, with over 300,000+ companies utilizing the power of Atlassian. Here are five ways that Atlassian can increase your team’s...
Table of contentsDriving Workflow using a VariableStep 1 – Create your Work Order templatesStep 2 – Add a Variable to your Process in Digital Workplace Catalog and add a Question to your Service RequestStep 3 – Continue to refine your workflow Driving Workflow using a...
Learning more about BMC Helix GPT My most recent blogs have highlighted specific items around Helix GPT – Agent Assist and Change Risk Advisor. But there’s more! If you want to learn more, BMC did a series of webinars last year, available on their YouTube channel. The...
Table of contentsThe Challenge of Traditional Ticket ResolutionIntroducing Helix GPT Agent AssistHere's how it works:Key Features of Agent AssistDo you want to see it in action? The Challenge of Traditional Ticket Resolution Traditionally, IT support agents have had...
What is HelixGPT? We throw the phrase around a lot – HelixGPT – but we don’t always say what we mean by it. BMC HelixGPT is a generative AI capability integrated into BMC Helix Service Management and BMC Helix IT Operations...
by Derek Fields Confluence Training This week we have been focused on different ideas that go into curating a high-quality Confluence site. I have saved what I think is the most important part of this to the end: Training. You should not expect your users to...