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Re: Use the heat of “Hot Topic Analytics” to melt the snow bank you might be stuck in

Brindusa Kevorkian

Hello Vadim,

 

As Mike pointed out, the Hot Topic Analysis covers a number of use cases, problem management being just one aspect.

 

Under the Knowledge Management module you will find the capability to create knowledge articles by analyzing the information and trends coming from three data sources:

- User questions

- User searches

- Requests

 

By identifying the main areas of interest for users, as well as the main sources for generating support or service requests, an IT organization can focus the efforts on creating relevant knowledge articles, bringing the highest value for their organizations, reducing the number of tickets reported and increasing their customer satisfaction.

 

Brindusa Kevorkian

Service Anywhere R&D

 

 

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About the Author

Brindusa Kevorkian

Comments
Vadim Gorda

Is there a real sense of using this Hot topic Analyst for the company which is not yet ready to focus on problem Management? Should it be counted as a mechanism for a problem analyst to allocate the problematic areas or it has wider sense for the customer?

 

I have seen a lot of good things in the last versions of HP SAW so hoping to get them in HP SM as well soon :)

HPE-SW-Guest

Hello Vadim Gorda

 

First thank you for leaving a question as I enjoy writing blogs for the interactions they can create.  At first path I can see how you might see the innovation as focused on Problem Management but the intent of the technology and the use of Big Data Analytics is as you highlight in your second question meant for both the end user (Customer) and the Provider (Analyst or IT).  When used correctly both customer and provider can use Hot Topic Analytics to derive value which leads us to the “Value” of Connected Intelligence.  Thanks again for the questions

 

Mike Zuber

Brindusa Kevorkian

Hello Vadim,

 

As Mike pointed out, the Hot Topic Analysis covers a number of use cases, problem management being just one aspect.

 

Under the Knowledge Management module you will find the capability to create knowledge articles by analyzing the information and trends coming from three data sources:

- User questions

- User searches

- Requests

 

By identifying the main areas of interest for users, as well as the main sources for generating support or service requests, an IT organization can focus the efforts on creating relevant knowledge articles, bringing the highest value for their organizations, reducing the number of tickets reported and increasing their customer satisfaction.

 

Brindusa Kevorkian

Service Anywhere R&D

 

 

winnielee

Hi All,
 
What to add in user profile in order to view the Hot topic Analytics?
Thanks
 

Jas1

Hi Winnie,

 

You should be using the technical communities for this sort of question. Anyway, your answer can be found in the SM Smart Analytic Admin guide. :)

 

Add Smart Analytics capability word for power users
User Role: Administrator
To enable power users such as Service Desk Agent or Problem Coordinator to use the Smart Analytics
features, you need to add the "idol.assistant" capability word to the their operator records. The
operators with this capability word can see the Service Desk > Open Smart Interaction and Problem
Management > Hot Topic Analytics menus and use these features.
Note: ESS self-service users are able to submit Smart Request tickets after you enable SM Smart
Analytics. No additional capability word is needed.

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