EncartaLabs

BMC Remedy Incident Management - for Specialists

( Duration: 1 Day )

The BMC Remedy Incident Management - for Specialists training course gives you an elaborate insight of the Specialist role in the Incident Management process. In addition to a brief explanation of the Incident Request Lifecycle, this course also provides delegates with a detailed walkthrough of its Incident Request Resolution procedure performed by the Specialist. Delegates also identify the responsibilities and permissions of a Specialist.

Attending a course on BMC Remedy Incident Management or possess equivalent knowledge.

  • Specialists

COURSE AGENDA

1

Identify the responsibilities of Incident Specialists

2

Discuss the role of Incident Specialists in the Incident Request Lifecycle

3

List the permissions for Specialists

4

Discuss the steps involved in resolving an incident request as a Specialist

5

Explain how to review incident requests

6

Discuss relating duplicate incident requests

7

Discuss using the Incident Matching feature

8

Discuss accessing BMC Remedy Knowledge Management for solutions

9

Describe reassigning incident requests

10

Explain how to record the time spent on resolving incident requests

11

Discuss creating Knowledge Articles and Solution Database Entries

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 3,500 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 20,000 corporate candidates across india and abroad
  • All our trainings are conducted in workshop mode with more focus on hands On

View our other course offerings by visiting www.encartalabs.com/course-catalogue

Contact us for delivering this course as a public/open-house workshop for a group of 10+ candidates at our venue

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