EncartaLabs

BMC Remedy Incident Management

The BMC Remedy Incident Management training course provides delegates with the basic understanding of the Incident Management process. In addition to this, it gives delegates a glimpse of how Incident Management forms a part of the complete IT Service Management Suite. Also, it familiarizes delegates with the different consoles that are used in the Incident Management processes.

The BMC Remedy Incident Management - for Incident Analysts training course gives delegates an elaborate insight into the Incident Analyst role in the Incident Management process. In addition to a brief explanation of the Incident Request Lifecycle, this course also provides a detailed walkthrough of the procedures that an Incident Analyst needs to perform.

The BMC Remedy Incident Management - for Group Coordinators training course gives delegates an elaborate insight into the Group Coordinator role in the Incident Management process. In addition to a brief explanation of the Incident Request Lifecycle, this course also provides a detailed walkthrough of the procedures that a Group Coordinator performs in the Incident Request Lifecycle.

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.

  • Incident Analysts
  • Specialists
  • Group Coordinators
  • Service Owners
  • On-Duty Managers

COURSE AGENDA

BMC Remedy Incident Management
(Duration : 1 Day)

1
Describe the components, terminology, and purpose of BMC Remedy IT Service Management Suite, BMC Remedy ITSM applications
2
Discuss BMC Remedy Incident Management as part of BMC Remedy Service Desk
3
Elaborate on the benefits of Incident Management
4
Describe the Incident Request Lifecycle, roles, responsibilities, and permissions related to BMC Remedy Incident Management
5
Give a walkthrough of the IT Home page and other consoles integrated with the Incident Management application
BMC Remedy Incident Management - for Incident Analysts
(Duration : 1 Day)

1
Discuss the responsibilities of the Incident Analyst role
2
Discuss the role of an Incident Analyst in the Incident Request Lifecycle
3
List the permissions of an Incident Analyst
4
Explain the Incident Request Registration procedure performed by an Incident Analyst
5
Explain the different methods to create an incident
6
Explain First Call Resolution
7
Discuss incidents searching methods
8
Discuss accessing BMC Remedy Knowledge Management from an Incident form
9
Explain the Incident Assignment procedure performed by an Incident Analyst
10
Discuss assignment types
11
Explain assigning and reassigning of incidents
12
Discuss recording the time spent working on incidents
13
Explain the Incident Request Closure procedure performed by an Incident Analyst
14
Discuss the methods to close an incident request
15
Explain how to reopen an incident request
16
Discuss how to relate incident requests with other record types
17
Discuss viewing, reviewing and updating incident requests
BMC Remedy Incident Management - for Group Coordinators
(Duration : 1 Day)

1
Discuss the responsibilities of the Group Coordinator role
2
Discuss the role of a Group Coordinator in the Incident Request Lifecycle
3
List the permissions of a Group Coordinator
4
Explain the Incident assignment procedure performed by a Group Coordinator
5
Explain the different assignment types
6
Explain incident request rejection
7
Explain incident request reassignment
8
Discuss relating duplicate incident requests
9
Explain how to record CI unavailability
10
Define templates, decision trees, and scripts
11
Explain the Incident Tracking procedure performed by a Group Coordinator
12
Identify Service Level Management status icons
13
Describe how to view breached incident requests
14
Discuss Solution Approval as a part of Incident Management process
15
Discuss approving or rejecting a solution
BMC Remedy Incident Management - for Specialists
(Duration : 1 Day)

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

Top