EncartaLabs

BMC Helix ITSM - Problem Management

( Duration: 1 Day )

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

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

  • Problem Management concepts, features, roles, and responsibilities
  • Problem Investigation Lifecycle stages
  • Access the IT Home page and identify its features and functionality
  • Problem Console: Functional areas
  • Features and functionality available on the Problem Investigation form
  • Methods to search for problem records
  • Responsibilities of various Problem Management roles and associated tasks and concepts
  • Creating problem records
  • Role of Specialists in Root Cause Analysis procedure
  • Closing problem investigations
  • Supplemental features related to the Problem Management application including application preferences, broadcasts, and reminders
  • Add tasks to a problem record

  • None

Specialists & Problem Coordinators

COURSE AGENDA

1

BMC Service Desk - Problem Management: Concepts

  • Introduction to Problem Management
  • Problem Console: Functional Areas
  • Problem Management Forms Overview Methods to Search for Problem Records
2

BMC Service Desk - Problem Management: For Problem Coordinators

  • Problem Coordinator Role: Overview
  • Review Incident Requests
  • Review Results
  • Close Problem Investigations
3

BMC Service Desk - Problem Management: For Specialists

  • Specialists Role: Overview
  • Root Cause Analysis
4

BMC Service Desk - Problem Management: Supplemental Features

  • KPI 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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