EncartaLabs

BMC FootPrints Service Core - Administration

( Duration: 5 Days )

The BMC FootPrints Service Core - Administration training course guides attendees through administering BMC Footprints Service Core. Attendees will develop skills in product installation, preferences, customizations, reporting, address book management, knowledge base, and self-service.

By attending BMC FootPrints Service Core - Administration workshop, attendees will learn to:

  • Install BMC FootPrints Service Core
  • Integrate BMC FootPrints Service Core with other products
  • Perform system configurations
  • Be able to use BMC Footprints Service Core for Agents and Customers
  • Know how to get support for the product when needed
  • Various troubleshooting techniques
  • Use help features included in the product

  • None

  • Administrators

COURSE AGENDA

1

FootPrints Service Core Overview

  • Business Value
  • How FootPrints Service Core Provides Value
  • What's New
  • Key Concepts
2

Planning for Installation

  • System Requirements
  • Language Information
3

Installation

  • System Configuration
  • Authentication
4

System Configuration

  • Getting Started
  • Licenses
  • Managing Licenses
  • Authentication
  • Configuring Work Schedules
  • Editing Work Schedules
  • Deleting Work Schedules
  • Configuring Chat
  • Changing the Location of the File Attachments Directory
  • Configuring Miscellaneous System Settings
  • Troubleshooting and Help
  • Record Lock
  • Browsing Audit Trail Logs
  • Using Phone Home
  • Help for BMC FootPrints Service Core Online Documentation
  • Searching BMC FootPrints Service Core Help
  • Support Information
5

Administration Basics

  • Business Process Templates
  • Containers
  • Items
6

Fields

  • Dependent Field Groups
7

Forms

  • Customizing the Agent Mobile Form
8

Address Books

  • Creating Address Books
  • Configuring a Dynamic SQL Address Book
  • Configuring an Address Book for LDAP
  • Configuring an Address Book for Microsoft CRM
  • Configuring an Address Book for Salesforce.com
  • Creating Address Book Data Files
  • Configuring a Contact Item
  • Configuring Master Contact Records
  • Editing Address Books
  • Deleting Address Books
9

Relationships

  • Leverage Relationships in both LinkControls and Business Rules
10

Workspaces

  • Configuring Workspaces
  • Viewing Workspaces
  • Creating Workspaces
  • Copying Workspaces
  • Editing Workspaces
  • Deleting Workspaces
  • Configuring Time Tracking for a Workspace
11

Business Rules

  • Learn the theory behind the Business Rules
12

Configuring Workflow Processes

  • Guides you on how a ticket should flow throughout its lifetime
13

Global Issues

  • New issues with Globals and how to configure them
14

Quick Templates

  • Master Item (Quick Ticket) Templates
  • Localizing fields
15

Email and User Management

  • Explain Email Management and Roles
  • Roles
  • Organizing Users into Teams
16

Surveys

  • Planning Your Survey
  • Creating Survey Items
  • Creating Survey Questions
  • Adding Questions and Instructions to Survey Forms
  • Defining Survey Email Templates
  • Testing Your Survey
17

Knowledge Base

  • Configuring Knowledge Bases
  • Linking Tickets or CIs to Solutions
  • Linking to External Knowledge Bases
  • Editing Knowledge Bases
  • Deleting Knowledge Bases
  • Enabling Auto-Filtering
18

Service Portfolios

  • Key Concepts
  • Editing Service Portfolios
  • Deleting Service Portfolios
  • Configuring Contracts
  • Creating Contracts
  • Editing Contract Items
19

Configuring Service Level Targets

  • Creating Service Level Targets
  • Editing Service Level Targets
  • Deleting Service Level Targets
  • Defining Rules for Service Level Management (SLM)
  • Configuring SLM in a Service Portfolio
  • Configuring SLM in a Workspace
  • Lifecycle Status Definitions
  • Configuring Lifecycle Reporting
  • Configuring Work Targets
  • Creating Work Targets
  • Editing Work Target Items
  • Deleting Work Target Items
20

Configuring Service Categories for Service Catalog

  • Creating Category Trees
  • Editing Service Category Trees
  • Deleting Service Category Trees
21

Scheduling Tasks

  • Scheduling Auto-Run Reports
  • Sending Mass Email
  • Editing Tasks
  • Deleting Tasks
22

Service Analytics

  • Configuring Reports
  • Types of Reports
  • Customizing Activity Reports
  • Creating Average Age by Assignee Reports
  • Creating Cross-Item Reports
  • Creating Lifecycle Comparison Reports
  • Customizing Resolution Rate Reports
  • Customizing Service Portfolio Reports
  • Creating Status Comparison Reports
  • Creating Time Tracking Reports
  • Configuring Reports
  • Creating Watchlist Reports
  • Editing Reports
  • Copying Reports
  • Deleting Reports
23

Integration

  • Configuring BMC Client Management
  • Configuring BMC FootPrints Sync
  • Configuring with Microsoft Office 365
  • Configuring Web Services
24

User Interface

  • Discover FootPrints Service Core Interface

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 4,000 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting http://encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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