BMC Helix Knowledge Management Integration Service

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.

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: Active
• 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

Self-service:

• BMC Helix ITSM 23.3
• BMC Helix Digital Workplace 23.3

Additional BMC Services:

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

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