EncartaLabs

BMC Helix ITSM - Knowledge Management: Administration

( Duration: 2 Days )

In BMC Helix ITSM - Knowledge Management - Administration training course, attendees will learn vital knowledge management concepts and knowledge management best practices that will enable them to resolve issues quickly, accurately, and consistently. Attendees will also learn how to successfully implement these best practices using Knowledge Management.

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

  • Describe the benefits and features of Knowledge Management
  • Explain the article lifecycle
  • Access knowledge articles
  • Explain various ways to create knowledge and search for knowledge
  • Understand knowledge management integrations with Service Desk
  • How to create a knowledge article in Smart IT
  • Explain various user types and roles related to BMC Knowledge Management
  • Explain how to create visibility groups
  • Define the KCS framework
  • Describe how to create Article Quality Index (AQI) Assessment Questions
  • Describe KCS report generation
  • Describe how to create companies, users, including the Knowledge Administrator, in the Application Administration Console
  • Explain the Article Conversion Tool for converting knowledge articles from previous versions of BMC Knowledge Management
  • Describe how to manage knowledge sources -Searchable Items, File Path, and AR forms
  • Explain how to use the Data Management Tool
  • Differentiate between Assignees and Approvers
  • Configure assignment sand full text search
  • Describe approval chains and map approvers
  • Explain approvals via email
  • Describe application configurations
  • Manage the archiving functions
  • Troubleshoot permission issues, categorization issues, FTS issues, status transitions, and archiving process

  • Basic Knowledge of BMC Helix ITSM - Knowledge Management

Administrators & Analysts

COURSE AGENDA

1

Introduction to BMC Knowledge Management

  • Application Overview
  • Knowledge Management Console
  • Introduction to Remedy with Smart IT
2

User Experience

  • Creating Knowledge
  • Creating a Knowledge Article in Smart IT
  • Finding Knowledge
3

Permission Model and Data

  • Permissions
  • Understanding the KCS
  • Foundation Data
4

Sources of Knowledge

  • Article Conversion Tool
  • Outside Knowledge
  • Knowledge Sources
  • Data Management Tool
5

Configurations

  • Assignments and Approvals
  • Application Configurations
  • Full Text Searches
  • Notifications and Archiving
6

Troubleshooting

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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