BMC Helix Knowledge Management Integration Service

INACTIVE

This Service integrates BMC Helix Knowledge Management by Comaround with BMC Helix solutions. Leveraging this Service will enable Customers to use BMC Helix Knowledge Management by Comaround as a source of knowledge articles for end users and/or manage knowledge articles in a Knowledge-Centered Service (KCS)-verified tool.

Option 1 – Integration with DWP/Chatbot only

What you get:

  • Ability to periodically sync BMC Helix ITSM and/or BMC Helix Business Workflows knowledge articles to BMC Helix Knowledge Management by Comaround.
  • Ability to integrate BMC Helix Digital Workplace and/or BMC Helix Virtual Agent with BMC Helix Knowledge Management by Comaround.
  • Ability to create/edit/manage knowledge articles in BMC Helix ITSM and/or BMC Helix Business Workflows.
  • Ability to leverage the out-of-the-box library of pre-built Knowledge Management articles in DWP/Chatbot.
  • Ability to integrate with a maximum of three environments (Dev/QA/Prod).

BMC will perform the following:

  • Prepare Solution Design Document
  • Prepare Construction Document

Deliverables: 

Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

  • Solution Design Document
  • Construction Document

Completion Criteria:

BMC will complete these Consulting Services when the in-scope Consulting Services have been completed and the Deliverables have been delivered to the Customer Project Manager.

Option 2 – Integration with SmartIT/BWF and DWP/Chatbot

What you get:

  • Perform a one-time sync of BMC Helix ITSM and/or BMC Helix Business Workflows knowledge articles to BMC Helix Knowledge Management by Comaround
  • Ability to integrate BMC Helix Digital Workplace and/or BMC Helix Chatbot with BMC Helix Knowledge Management by Comaround
  • Ability to integrate BMC Helix SmartIT and/or BMC Helix Business Workflows with BMC Helix Knowledge Management by Comaround
  • Ability to configure access mapping for SmartIT/BWF support groups to user groups in BMC Helix Knowledge Management by Comaround. Access mapping with one portal and a maximum of fifty user groups per environment.
  • Ability to create/edit/manage knowledge articles in BMC Helix Knowledge Management by Comaround
  • Ability to leverage the out-of-the-box library of pre-built Knowledge Management articles
  • Ability to leverage AI-driven insights that help you build out your Knowledge Management repository
  • Ability to integrate a maximum of three environments (Dev/QA/Prod).

BMC will perform the following:

  • Prepare Solution Design Document
  • Prepare Construction Document

Deliverables: 

Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

  • Solution Design Document
  • Construction Document

Completion Criteria:

BMC will complete these Consulting Services when the in-scope Consulting Services have been completed and the Deliverables have been delivered to the Customer Project Manager.

Delivery Options Success Credits Required
DWP/Chatbot Integration Standard Delivery*
15
DWP/Chatbot Integration Country Specific Delivery*
28
SmartIT/BWF & DWP/Chatbot Standard Delivery
34
SmartIT/BWF & DWP/Chatbot Country Specific Delivery
51

Pre-requisites:

  • Customer has implemented environments for BMC Helix ITSM, BMC Helix Digital Workplace Advanced, and BMC Helix Knowledge Management by Comaround.
  • Customer’s Foundation Data* is loaded on their Helix ITSM system.
  • The customer is familiar with the KCS methodology.
  • Customer has completed training on BMC Helix Knowledge Management by Comaround tool.

Additional information:

  • Estimated Duration:
    • 2 – 3 weeks DWP/Chatbot only
    • 5 – 6 weeks SmartIT/BWF & DWP/Chatbot
  • In-scope Products: BMC Helix ITSM, BMC Helix Digital Workplace Advanced, BMC Helix Knowledge Management, BMC Helix Chatbot
  • Service Type: Deployment
  • Availability: Inactive
  • Success Service Code:
    • KNIN_CHAT_001_OFFSHORE
    • KNIN_CHAT_001_ONSHORE
    • KNIN_BOTH_001_OFFSHORE
    • KNIN_BOTH_001_ONSHORE
  • Date Last Updated: 3/15/2024

Related Resources:

Improve product skill and expertise with: 

  • BMC Helix ITSM Suite Training 
  • BMC Helix ITSM: Knowledge Management Administering Fundamentals 
  • BMC Helix Digital Workplace Fundamentals

Additional BMC Services:

As part of your ongoing adoption and extension of BMC capabilities and solutions, the following services complement this one:

Definitions:

Foundation Data

Foundation data is data required for the application to function properly and is defined as:

  • Companies
  • Organizations
  • Sites and Location Structures
  • Support Organizations and Groups
  • People (includes group memberships, application permissions, and functional roles)
  • Operational Services Catalogue
  • Software Catalogue

Knowledge Articles - A unit of structured information in the Knowledge Base that can contain text, pictures, or multimedia.

Country-Specific Staffing: Upon Customer’s request and BMC resource availability, BMC will deviate from BMC’s Standard Delivery model. BMC will work with Customer to understand and address their country-specific staffing requirements. The staffing choice from which country a BMC resource comes will be mutually agreed to by BMC and the Customer.

Standard Delivery: A mix of BMC consultants and project managers sourced from various BMC locations.

Getting started is easy

Contact Success Concierge