BMC Helix Digital Workplace 23.x: Fundamentals Configuring Service Catalog and Workflows - Part 3
BMC Helix Digital Workplace streamlines the way employees access information, enabling them to focus on strategic tasks by simplifying and accelerating the search for what they need. Its intelligent, omni-channel, and multi-lingual conversational interface ensures efficient self-service, precisely when it’s required most.
In this course, students will explore the Catalog console, where they’ll learn to design and manage service catalogs, build reusable questionnaires, configure connectors, manage user roles, create promotional banners, and set entitlements. Through a blend of classroom instruction and hands-on lab exercises, participants will gain practical skills in catalog and workflow configurations, equipping them with the expertise to fully leverage BMC Helix Digital Workplace.
Major release:
BMC Helix Digital Workplace 23.x
Good for:
Administrators
Course Delivery:
Instructor-Led Training (ILT) | 24 hours
Course Modules
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Module 1: Using the Build Input Set Element
- Create a Build Input Set element to use the Other Fields parameter when creating an ITSM fulfillment ticket
- Create Build Input Set elements to handle Work Order Type fields
- Combine multiple Build Input Set elements
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Module 2: Managing Approvals
- Use a Call Activity to launch an AR System Approval Process
- Set the Call Activity INPUT MAP
- Add an Exclusive Gateway to select the appropriate approval process
- Update the parent workflow to call a separate approval workflow
- Use the output of the approval workflow
- Add an Exclusive Gateway to handle approved or rejected responses
- Troubleshoot a called workflow using BMC Helix Innovation Studio
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Module 3: Generating a Q and A String
- Use a Send In-App Notification element to troubleshoot and test workflow
- Understand the OOTB Generate Q and A String workflow
- Set Internal Tags to hide certain questions from the Q and A string
- Update the Q and A String with the Replace Function to show multi-select answers in separate rows
- Add an Update Service Request element to the workflow to display meaningful details on the request tile
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Module 4: Asset Groups and Service Actions
- Understand how to enable Asset Connectors
- Manage Asset Groups
- Create Service Actions for Assets and Service Requests
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Module 5: Innovation Studio Connector
- Describe the Innovation Studio Connector
- Identify the objects in Innovation Studio
- Use the Create Record element in a workflow
- Map questions to forms in Innovation Studio
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Module 6: Designing a Unified Workflow for ITSM Tickets
- Create a workflow that can call either:
- Create Incident
- Create Work Order
- Create Change
- Configure a hidden question that administrators can use to select the ITSM ticket type being created by the workflow.
- Create a workflow that can call either:
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Module 7: Exploring the BMC Content Pack Services
- Understand the functionality of the Services in BMC ITSM Content Pack:
- Application Access Request
- Create User Account
- Fix and Repair
- Guest WiFi
- Order New PC
- Decide which functionalities you want to include in your workflow
- Explore the many services in the BMC BMC Helix Business Workflows Content Packages
- Understand the functionality of the Services in BMC ITSM Content Pack:
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Module 8: Creating Multiple Fulfillment Ticket Workflow
- Create a Workflow to generate multiple fulfillment tickets
- Use Call Activity to run the workflow from another workflow
- Add a Parallel Gateway element to run multiple elements simultaneously
- Use a Receive Task element to pause workflow
- Configure the Work Status local variable to track fulfillment ticket status
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Module 9: Creating Tasks with Workflow
- Understand workflow that creates entries in TMS:Task form
- Use Call Activity to run a workflow from another workflow
- Update the workflow to create a Work Order with a related Task
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Module 10: Service Bundles
- Understand the concept of Service Bundles and how to create a Bundle
- Create a Service Bundle that contains two Services:
- Application Access Request
- Order New PC (required)