Cognitive Service Automation with

BMC Helix ITSM

Pradeep KumarPrincipal Product Manager

2© Copyright 2019 BMC Software, Inc.

The information contained in this presentation is the confidential information of BMCSoftware, Inc. and is being provided to you with the express understanding thatwithout the prior written consent of BMC, you may not discuss or otherwise disclosethis information to any third party or otherwise make use of this information for anypurpose other than for which BMC intended.

All of the future product plans and releases described herein relate to BMC’s currentproduct development considerations, which are at the sole discretion of BMC and aresubject to change and/or cancellation at any time. BMC cannot and does not provideany assurance as to whether these plans will result in any future releases of the naturedescribed. These future product plans should not be viewed as commitments onBMC’s part and thus should not be relied upon in customer purchase decisions.

LEGAL NOTICE

© Copyright 2019 BMC Software, Inc.

Taming the Tech Tsunami

Cognitive Automation Key To Address This Complexity

IoT gets down to business

Multi-Device(IoT)

Multi-Cloud becomes a reality

Multi-Cloud

Omni-Channel Experience takes

center stage

Multi-Channel

DevOps is the new norm

DevOps Big Data

Data is the new oil

4© Copyright 2018 BMC Software, Inc.

BMC HELIX COGNITIVESERVICE AUTOMATION

Some Definitions

Source: Merriam-Webster online dictionary

relating to the mental action or process of acquiring knowledge and

understanding through thought, experience, and the senses.

Source: Oxford English Dictionary online

Some Definitions

Artificial IntelligenceThe study of "intelligent agents": any device that perceives its environment and takes actions that

maximize its chance of successfully achieving its goals, based on functions that are generally

associated with human minds.

AI Technologies (examples) AI Domains (examples)

Logical Programming / Rules-based Systems Natural Language Processing

Knowledge Graphs (ontologies) Computer Vision

Statistical Analysis Sentiment Analysis

Neural Networks Planning & scheduling

Autonomous agents and swarm intelligence Prediction

Genetic algorithms Problem solving

Robotics

Games

Some Definitions

Machine LearningThe capacity of a computer to learn from experience, i.e. to modify its processing on the basis of newly acquired information.

Today, this often refers to learning based on artificial neural networks and statistical models.

A subset of machine learning methods that involves multiple layers of artificial neural networks, sometimesinvolving feedback loops, is referred to as

Deep Learning

The Principle of Machine Learning

Mapping Unstructured Data to Structured Data

→ Hotdog

→ Not a Hotdog

The Principle of Machine Learning

1. Training Phase 2. Using the Algorithm

→ Hotdog

→ Not a Hotdog

Confidence level is importantUnbiased, representative data is important

Some Definitions

Cognitive Service Management

is the use of Artificial Intelligence technologies to perform cognitive functions (natural language understanding, sentiment analysis, image analysis, pattern detection, …)

in the domain of service management (IT or non-IT).

It is enabled by digitization, big data, machine learning and automation, and is

expected to drive new levels of agility, productivity, and efficiency.

11© Copyright 2018 BMC Software, Inc.

FUTURE OF SERVICE MANAGEMENT

TomorrowChatbots/Virtual Agents

ExpensiveInaccurateManual Lowest CostAccuracySpeed

TodayHuman Driven (L0/L1/L2)

FROM ITSM TO COGNITIVE SERVICE MANAGEMENT (CSM)

12© Copyright 2018 BMC Software, Inc. © Copyright 2018 BMC Software, Inc.

BMC HELIX: FOR YOUR COGNITIVE ENTERPRISESYSTEM OF INTELLIGENCE

Innovation Suite

IBM Watson

3rd Party AI

CognitiveMicro-Service

Learn

Predict

AI/MachineLearning

SYSTEM OF RECORD

Discovery

Business Workflows

ITSM

Remedy

ChatBot

Skype, Slack

VirtualSupportAgents

SMSBot, Mobile

SYSTEM OF ENGAGEMENT

Delight

Digital Workplace

© Copyright 2019 BMC Software, Inc. BMC confidential – subject to change 13

MACHINE LEARNING FOR CHANGE RISK RECOMMENDATION

Change Risk Level Recommendation by Cognitive Machine

Learning

13© Copyright 2019 BMC Software, Inc.

© Copyright 2019 BMC Software, Inc. BMC confidential – subject to change 14

MACHINE LEARNING FOR PROBLEM ROOT CAUSE ANALYSIS

Problem Root Cause Recommendation by Cognitive Machine

Learning

13© Copyright 2019 BMC Software, Inc.

Demonstration

• Cognitive analysis of inbound email to auto-apply correct template for incidents, changes, and work-orders

• Cognitive analysis of inbound email to auto-respond with pointer to applicable knowledge article for self-help

• Cognitive analysis of inbound email to auto-respond with pointer to applicable catalog item in DWP

Cognitive Email Analysis and Response

Automated triage of inbound email via

Machine Learning algorithm

→ Eliminate effort for manual triage

Enrich incidents, change, or WO with template based on user intent

→ automatically route to rightsupport group

BMC HELIX ITSMENHANCED SERVICE DESK Efficiency

Can save equivalent of multiple FTEs current focused on manual incident triage

Automated analysis of inbound email via Machine Learning algorithm

Send knowledge article with possible solution as part of notification about automatically created incident

→ Users can try and solve issue themselves without Service Desk help, and report back to the Service Desk, if incident can be closed

COGNITIVE E-MAIL ANALYSIS AND RESPONSEREQUIRES BMC HELIX COGNITIVE AUTOMATION

Reduce Service Desk work for responding to auto-created incidents

Automated analysis of inbound email via Machine Learning algorithm

Send notification with pointers to DWP Service Catalog item in response to customer email

→Users can immediately submit the right request type, if service request (with additional answers) is required to address the cstomerneed.

COGNITIVE E-MAIL ANALYSIS AND RESPONSEREQUIRES BMC HELIX COGNITIVE AUTOMATION

Reduce Service Desk work for responding to auto-created incidents

COGNITIVE EMAIL ANALYSIS AND RESPONSE

Template Evaluation

Knowledge Article Evaluation

Service Catalog Evaluation

Categorization Evaluation

Automatic Template Application

Automatic Reply with Knowledge Article

Automatic Reply with Pointer to Service Catalog Item

Automatic Categorization

© Copyright 2019 BMC Software, Inc. - BMC Confidential—Subject to Change

Demonstration

Problem: The “Other” Category

Tier 3 Category

Tier 1 Category

157.5K

113.2K25.2KBased on real data

from BMC IT

Tier 2 CategoryTier 2 Category

~$600,000 Unhappy Customers

Cost of Ticket Handling Impact on CSAT

Cognitive driven Auto-Categorization – ‘intent’ basedPROACTIVE & PREDICTIVE

Auto-Classify Incidents to specific product and ops categories for more

accurate analytics

13

Auto-Route incidents

Auto-assign the incident based on past assignments

© Copyright 2019 BMC Software, Inc.

Cognitive Smart Recorder

Auto-Classify Incidents to specific product and ops categories for more

accurate analytics

13© Copyright 2019 BMC Software, Inc.

25© Copyright 2019 BMC Software, Inc. BMC confidential – subject to change

Demonstration

© Copyright 2018 BMC Software, Inc. - BMC Confidential—Subject to Change

ADVANCED ANALYTICS – COGNITIVE INSIGHTS

Cognitive insights based on the relevance / correlation of data

Get a deeper explanation of the data in a natural language narrative

Assisted Discovery for report writer

to eliminate manual steps of data

discovery

BMC Helix ITSM and Business Workflows

27© Copyright 2019 BMC Software, Inc.

Multi-Factor Risk Assessment of DevOps Changes for more Intelligent Change Control

Helix ITSMRisk Calculation

CMDB Technology

Service

ITSM ChangeRequest

Dev Team Maturity Calculator

Create Change in MCSM and Map Technology Service and Group

Call Risk Calculation Service to Calculate Risk

1

2

3

Connectors to external risk sources such as SecOps, Automation, Code

Coverage

Technology Service Risk Calculator (Calculated from historic ITSM data)

4

SecOpsAutomation

ResultsCode

Coverage

ITSM Service to update Technology Service CI

with Risk metrics based on historic ITSM data

Integration Hub

Create ITSM Change Request with calculated risk and automate approval based on risk.

Update user story with Approval Info and other data from ITSM system

Helix Multi Cloud Service Management

Cognitive Service for Custom Use Case

EnterpriseCollaboration Clients

IBM WatsonAssistant API

Response

Message

BMC Helix Cognitive Automation

BMC Helix ITSM, Digital WorkplaceBMC Helix Business Workflows

Service Catalog, Knowledge, Status

Message Response

Message

Action Request

Resolve customer issues with Chat, Natural Language, & Automation

• Pre-built service available for any custom use case driving “intent based” classifications e. g.

• Cognitive Risk Computation using Cognitive for Changes based on historical records

• Cognitive Root Cause Recommendation for Problems based on prior records

Training tools, accuracy, and infrastructure integrated available and shared with pre-built use cases

Cognitive Service for Custom Use Case

30© Copyright 2019 BMC Software, Inc.

Cognitive IT Service and Operations Management

OUR BMC VISION

Industry First : End-to-end platform for ITSM and ITOM Powered by

AI/ML

COGNITIVEPLATFORM

About BMC

BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2019 BMC Software, Inc.

BMC is a global leader in innovative software solutions that enable businesses to transform into digital for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to fast track digital business from mainframe to mobile to cloud and beyond.