HCL BigFix Service Management v_23-Release Notes

We are excited to announce the launch of HCL BigFix Service Management v23, a major release packed with innovations that elevate automation, user experience, and operational efficiency. With powerful AI capabilities, enhanced configurability, and broader deployment flexibility, this release sets a new benchmark in enterprise service management. Here’s a closer look at what’s new in this release:

AI-Powered Service Management (AISM)

  • Writing Assistant: Gen AI-powered suggestions to improve clarity, tone, and structure in ticket updates.
  • Advanced Search: AI-powered search with natural language processing (NLP) to filter tickets effortlessly.
  • First Call Resolution Predictor: Predict the likelihood of resolving a ticket on the first attempt using historical patterns.
  • Historical DSAT Insights: Analyze past dissatisfaction (DSAT) trends with AI to proactively enhance service quality.
  • Change Success Predictor: Predict change implementation success using machine learning to reduce risk and failure.
  • Intelligent Ticket Prioritization: Automatically predict and assign appropriate ticket priority based on context and data.
  • Intelligent Ticket Categorization: Predict the most accurate operational category for efficient classification and routing.
  • Service and Configuration Item Recommender: Suggest the most relevant services and configuration items based on ticket context.
  • Suggesting Similar Past Tickets: Retrieve relevant historical tickets to reduce duplication and accelerate issue resolution.

User Experience and UI Enhancements

  • ‘My Notifications’ View: Quick access on consumer homepage showing counts of direct and watcher notifications.
  • Search in Application Menu and UI Builder Forms: Quickly locate modules or forms using the new search capability in the application menu and UI builder.
  • Expandable ‘Provide Information’ Sections: Accordion UI now expands on click without affecting other sections, improving usability.
  • Pin Application Menu and Left Navigation: Persistent navigation panels on consumer homepage.
  • Open Assets/CIs in New Tabs: Streamlined navigation with asset/CI details opening in new tabs.
  • Sorting and Filtering of Custom Attributes: Active/inactive segregation and tabular display for better management.
  • Bulletin Broadcast by Service Desk: Service desk users can broadcast high-priority incident alerts without admin dependency.
  • Improved Task Progress Status Visibility: Clearer task progress indicators on the My Requests page to improve ticket tracking for end users.
  • Capture Reason of Visit for Walkup Requests: Record reasons for on-site visits to improve request tracking and management.
  • Keyboard Shortcuts: Productivity-boosting keyboard shortcuts provide quick access to global search, save, close, and edit actions.

Analytics

  • Visibility of Custom Attributes in Reports: Custom attributes displayed and segregated (active/inactive) in analytics reports.
  • Track Survey Feedback in Analytics: Monitor survey responses for fulfillment and incident tickets through analytics.
  • New Reports and Dashboards:
    • Related CIs and tasks across ticket types.
    • External attributes on tickets.
    • Custom attributes visibility across tickets.
    • Approval tracking for fulfillment and change tickets.
    • SLA measurement details linked to tickets.
    • Supplier scorecard exports in Excel and PDF.
    • Trend analysis charts for problem sources.
    • Three-tier category support in analytics reports.
  • New Reports and Dashboards:
    • Alphabetical sorting of reports and dashboards.
    • Filter reports with global filters like location and asset/CI status.
    • Real-time data updates with flexible time range filters.
    • Date-time filters in SLA reports.
    • Extended auto-refresh duration retaining filters.

Approvals

  • Approvals Through Email: Instantly approve or reject tickets through emails.
  • Rules-Based Approvals: Automate approval routing using configurable custom business logic.
  • Event-Driven Approvals: Instant approval triggers replacing scheduler-based delays for faster ticket processing.
  • Skip-Level Manager Approval Routing: First-level approvals can be sent to the requestor’s skip- level manager.
  • Ad-Hoc Approver Comments: Include justifications for adding ad hoc approvers directly within workflows for better auditability.
  • Approvals Based on Change Type and Logical Conditions: Configure approvals using Change types with AND/OR logic for complex criteria.
  • Group Manager-Triggered Approvals: Approvals routed directly to group managers based on user input.

Catalog Management

  • Rules-Based Task Flows: Automate task routing using configurable custom business logic.
  • Enhanced Input Response Types: Support for dynamic multiselect, dependent questions, and smart forms for service offerings and fulfillment tickets enable tailored and interactive user inputs.
  • Consumer Input-Based Rules: Trigger task and approval flows based on consumer responses.
  • Escalation Management: Configure escalation rules to ensure timely ticket progression.
  • Configure Task Types at Company Level: Flexible task categorization by company.
  • Enhanced Data Source Filters: Apply filters like nationality directly to data sources for streamlined input.
  • Hyperlink Configuration in Service Offerings: Add clickable hyperlinks in ordering information and descriptions for easier consumer use.

Work Item Management

  • Operational Categorization: Utilize three-tier operational categorization for consistent ticket classification, routing, and reporting.
  • Work Item Templates: Configure and utilize reusable templates to streamline ticket creation.
  • Scheduled Ticket Creation: Automatically generate tickets based on scheduled events, supporting proactive issue management.
  • Search Tickets Using External Attributes: Find tickets via external IDs like client item numbers.
  • Custom Attributes Displayed in Tabular Format: Improved readability with custom attributes shown in tables on ticket forms.
  • SLA View Access for Managers: Managers with work item board access can now view SLA details without needing separate SLA board access.
  • Automatic Parent Fulfillment Cancellation: Automatically cancel parent fulfillment when all child tasks are cancelled, regardless of sequence.
  • ‘Through’ Field Values: New backend-enabled values (Ebonding, Web, Phone, Email, Virtual Agent) for fulfillment form integration.
  • Intermediate Submitted Status for Fulfillment: New ‘Submitted’ status added for enhanced workflow and status parity.
  • Resolution Categories by Operational Category Combinations: Map resolution categories and subcategories based on operational category combinations.
  • Task Plan for Critical Incidents: Auto-select task plans at the CI or CI class level for critical incidents to ensure appropriate handling.
  • Copy Change Details: Duplicate change records for faster new change creation.

Asset / CI Management

  • Agentless Discovery: Discover assets without needing any agent installations for instant visibility across your environment.
  • CMDB Data Model Revamp: Extended, transparent model with enriched management and technical attributes directly in Asset/CI forms.
  • BigFix Inventory Connector: Seamless integration synchronizes BigFix inventory with BigFix Service Management CMDB.
  • Code Scanning: Scan barcodes or QR codes to instantly register physical assets into the CMDB.
  • Bulk CI Upload via Templates: Simplify configuration item (CI) management with template-driven bulk uploads.
  • Asset/CI Cloning: Create a new asset/CI by copying details from an existing one, including all attributes.
  • Maintenance Schedule for CIs: Define and maintain recurring maintenance windows for CIs.

Administration Enhancements

  • On-Premises Deployment Option: Flexibility to deploy HCL BigFix Service Management on- premises for customers requiring localized control and compliance.
  • Custom Data Sources: Store and retrieve custom data sources for reference during ordering.
  • Custom Smart Forms: Build custom forms for incidents and fulfillment tickets.
  • Export/Import Forms: Easily search and transfer UI builder forms for reuse.
  • Automated User Management: Automate user provisioning and de-provisioning for identity management compliance.
  • Dot Walking in Rules: Reference related parent record fields to simplify data retrieval and automation.

Notifications and Survey

  • Scheduled Notifications: Automated daily, weekly, and monthly alerts for contract expiry and other events.
  • Survey Response Through Email: Collect feedback more efficiently as users can now respond to surveys directly from email notifications.
  • Scheduled Notifications for CI Warranty Expiry: Automated alerts for CI and technical owners on warranties nearing expiration within six months.
  • Scheduled Notifications for Contract Management: Daily, weekly, and monthly automated notifications trigger when contracts approach expiry.