BMC Helix ITSM
Description
BMC Helix's ITSM AI capabilities include Proactive Problem Management and Incident Correlation, which will allow CRM's IT Service Desk to more efficiently identify issues, resolve incidents, automate case routing, and perform root cause analysis.
Detailed example
Prediction, recommendation
AI / analytics pattern
Classical/Predictive Machine Learning: Models trained on data to make predictions or classifications based on identified patterns or relationships.
Automation level / stage
c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
Expected benefit
Increase IT service desk productivity, prevent issues before they occur, and decrease user downtime.
Audit / financial statement impact
Does not produce an output that serves as a principal basis for decisions or actions with legal, material, binding, or significant effect on any of the individuals or entities identified in OMB-25-21.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
The case owner relied on DOJ AI governance practices to select and prepare data, as well as evaluate performance.