EncartaLabs

BMC MyIT & BMC Remedy with Smart IT - Administration

( Duration: 5 Days )

The BMC MyIT & BMC Remedy with Smart IT - Administration training course provides the information and hands-on lab exercises needed to begin configuring and administering BMC MyIT. In addition, this course covers the configuration and administration of BMC Remedy with Smart IT.

By attending BMC MyIT & BMC Remedy with Smart IT - Administration workshop, attendees will learn to:

  • Perform the administration tasks for BMC MyIT
  • Perform the administration tasks for MyIT Virtual Chat
  • Perform the administration tasks for BMC Remedy with Smart IT

  • Basic Knowledge of BMC MyIT

BMC MyIT Administrators & BMC Remedy with Smart IT Administrators

COURSE AGENDA

1

Getting Started with MyIT

  • MyIT overview, benefits, and features
  • Implementing MyIT
  • Introduction to starter kit
2

MyIT Architecture

  • Describe the MyIT architecture
  • Describe the architecture for MyIT OnDemand
  • Describe the MyIT system requirements
  • Describe Load Balancing and High Availability
3

MongoDB

  • Describe MongoDB
  • Describe a MongoDB Replica set
  • List the MyIT, Smart IT, and MongoDB installation process steps
  • List the MongoDB configuration steps
  • Describe how to restrict MongoDB access
  • Describe how to manage data in MongoDB
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4

Integrating Applications with MyIT

  • Understand integration of MyIT with BMC Service Request Management
  • Understand integration of MyIT with the following BMC applications:-BMC Remedy IT Service Management (ITSM)-MyIT Service Broker-BMC HR Case Management-BMCTrueSight Operations Management-BMC Virtual Chat
5

Configuring MyIT

  • Enable map licenses
  • Set up administrator authentication
  • Set default service request definitions for MyIT
  • Localize titles and messages
  • Configure multitenancy
  • Describe how to check the status of important services
  • Explain how to set up email notifications
6

Deploying MyIT to the Users

  • Describe how to deploy MyIT for users
  • Rebrand the MyIT Universal Client
  • Manage the Social settings
7

MyIT Administrative Tasks

  • Explain how to set up locations
  • Describe how to add assets and create actions
  • Describe how to add multiple assets:-By importing CSV files-By importing assets from BMC Atrium CMDB
  • Describe how to add services and create actions
  • Describe how to set up sections in Catalog
8

Other MyIT Administrative Tasks

  • Describe how to add services and create actions
  • Describe how to set up sections in Catalog
  • Describe how to use the MyIT Active User Report
  • Configure approvals for MyIT
  • Create how-to articles in MyIT
  • Explain how to import articles from BMC Knowledge Management
  • Set up the contacts, Help Desk, and Calendars
9

Requesting Services and Apps -Service Request Management

  • Set up Service Requests through BMC Remedy SRM
  • Use custom icons
  • Configure rules for Self-Service Requests On Behalf Of
  • Describe how to disable the addition of attachments to requests
10

Troubleshooting MyIT

  • Describe how to work with logs
  • Run the Health Utility
  • Run the Diagnostic Utility
  • Perform some general troubleshooting tasks
11

Introduction to BMC Virtual Chat

  • Explain BMCVirtual Chat concepts and features
  • Virtual Chat User Roles
  • Virtual Chat Process
12

Using the Support Agent Console

  • Describe how to configure and use the Support Agent Console
  • Create Quick Text and Question Scripts
13

Administering BMC Virtual Chat

  • Configure Self Service Portal
  • Configure Chat Server
  • Configure Virtual Agent Queries
  • Extend BMC Virtual Chat -Artificial Intelligence Markup Language (AIML)
14

BMC Remedy with Smart IT Overview

  • List the benefits and main features of BMC Remedy with Smart IT (Smart IT)
  • Explain the Smart IT architecture
  • List the supported applications and integrations
  • Identify the Smart IT interface and main functionality
15

Using Smart IT

  • Describe Smart IT roles and permissions
  • Identify the functionality for managing tickets and assets as a Smart IT user
  • Perform the different actions for managing tickets, assets, and People records in Smart IT
  • Describe the Knowledge Center Support (KCS) framework and its features
  • Perform different KCS-related actions
16

Administering Smart IT

  • Add custom fields to your views using Smart IT
  • Add dynamic menu fields to Smart IT views
  • Configure actions in Smart IT
  • Describe BMC Remedy Smart Reporting configuration in Smart IT
  • View active users in Smart IT
  • Describe and configure affected assets on incident tickets
  • Modify the notifications, automatic following, date and time display format, and application modules settings in Smart IT
  • Modify knowledge template styles
  • Rebrand Smart IT
17

Smart IT Troubleshooting

  • Explain Smart IT logs
  • List general troubleshooting steps
  • List recommendations for performance tuning

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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