EncartaLabs

BMC Helix ITSM - Asset Management

( Duration: 1 Day )

The BMC Helix ITSM - Incident Management training course provides with a detailed understanding of the Incident Management process and its sub processes. You will learn about the procedures, terminology, roles and responsibilities involved, and the chief functionality of the Incident Management process.

By attending BMC Helix ITSM - Incident Management workshop, attendees will learn to:

  • Incident Management concepts, features, roles, and responsibilities
  • Incident Request Lifecycle stages
  • Access the IT Home page and identify its features and functionality
  • Purpose of Overview Console and Requester Console
  • Features and functionality available on the Incident form
  • Create, assign, resolve, and close incident requests
  • Search functionality in Incident Management
  • Relate duplicate incident requests
  • Approve or reject a solution
  • Use the Incident Matching feature
  • Responsibilities of various Incident Management roles and associated tasks and concepts
  • Supplemental features related to the Incident Management application including application preferences, broadcasts, and reminders

  • None

Incident Analysts, Specialists & Group Coordinators

COURSE AGENDA

1

BMC Service Desk - Incident Management: Concepts

  • Introduction to Incident Management
  • Incident Console: Functional Areas
  • Incident Form Overview
  • Methods to Search for Incident Requests
  • Requesters, Service Owners, and On-Duty Managers
2

BMC Service Desk - Incident Management: For Incident Analysts

  • Incident Analysts Role: Overview
  • Register Incident Requests
  • Assign Incident Requests
  • Close Incident Requests
  • Additional Functionality
3

BMC Service Desk - Incident Management: For Specialists

  • Specialists Role: Overview
  • Resolve Incident Requests
4

BMC Service Desk - Incident Management: For Group Coordinators

  • Group Coordinators Role: Overview
  • Assign Incident Requests
  • Track Incident Requests
  • Approve or Rejecting Solutions
5

BMC Service Desk - Incident Management: Supplemental Features

  • KPI and ROI Flashboards
  • View and Update Personal Profile
  • Specify Application Preferences
  • Create Broadcasts and Reminders
  • Work with Tasks

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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