EncartaLabs

BMC Remedy Incident Management

( Duration: 1 Day )

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

  • Incident Analysts
  • Specialists
  • Group Coordinators

COURSE AGENDA

1

Discuss BMC Remedy Incident Management as part of BMC Remedy Service Desk

2

Describe the Incident Request Lifecycle

3

Identify the roles, responsibilities, permissions, and terminology of Incident Management

4

Describe the process states, stages, and status values for incident requests

5

Explain how to access the IT Home page and identify its features and functionality

6

Explain how to access the Overview Console and identify its features

7

Discuss the Requester Console and its purpose

8

Identify the functional areas of the Incident Console

9

Identify the features and functionality available on the Incident form

10

Identify various tabs on the Incident form

11

Discuss the Archiving feature

12

Discuss the search functionality in Incident Management

13

Discuss the Requester role in the Incident Request Lifecycle

14

Discuss the Service Owners role in the Incident Request Lifecycle

15

Discuss the On-duty Manager role in the Incident Request Lifecycle

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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