EncartaLabs

BMC Remedy Problem Management

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

The BMC Remedy Problem Management - for Problem Coordinators training course gives you an elaborate insight of the Problem Coordinator role in the Problem Management process. In addition to a brief explanation of the Problem Investigation Lifecycle, this course gives delegates a detailed walkthrough of the procedures that a Problem Coordinator performs.

The BMC Remedy Problem Management - for Specialists training course gives an elaborate insight of the Specialist role in the Problem Management process. In addition to a brief explanation of the Problem Investigation Lifecycle, this course also gives delegates a detailed walkthrough of its Root Cause Analysis procedure performed by the Specialist. Delegates also identify the responsibilities and permissions of a Specialist.

BMC Remedy Problem Management - for Problem Coordinators

  • Knowledge of BMC Remedy Problem Management

BMC Remedy Problem Management - for Specialists

  • Knowledge of BMC Remedy Problem Management

  • Problem Coordinators
  • Specialists

COURSE AGENDA

BMC Remedy Problem Management
(Duration: 1 Day)

1
Discuss BMC Remedy Problem Management as part of BMC Remedy Service Desk
2
Describe the Problem Investigation Lifecycle
3
Identify the roles, responsibilities, permissions, and terminology of Problem Management
4
Explain how to access the IT Home page
5
Identify IT Home features and functionality
6
Explain how to access the Overview Console and identify its features
BMC Remedy Problem Management - for Problem Coordinators
(Duration : 1 Day)

1
Discuss the responsibilities of the Problem Coordinator role
2
Discuss the role of a Problem Coordinator in the Problem Investigation Lifecycle
3
List the permissions of a Problem Coordinator
4
Discuss a problem investigation scenario
5
Discuss the role of Problem Coordinators in the Incident Request Review procedure of the Problem Investigation Lifecycle
6
Describe the procedure to create a problem investigation from an incident request
7
Identify the functional areas of a Problem Investigation form
8
Explain how to relate problem investigations with other records
9
Describe how to assign problem investigations to Specialists
10
Discuss the role of Problem Coordinators in the Analysis Review procedure of the ProblemInvestigation Lifecycle
11
Explain how to create a known error record from a problem investigation
12
Describe the procedure to record a known error in a knowledge article
13
Discuss the role of Problem Coordinators in the Problem Closure procedure of the Problem Investigation Lifecycle
14
Describe how to close a known error record
15
Describe how to close a problem investigation record
16
Explain how to indicate that a problem investigation is an impasse
BMC Remedy Problem Management - for Specialists
(Duration : 1 Day)

1
Identify the responsibilities of Specialists
2
Discuss the role of Specialists in the Problem Investigation Lifecycle
3
List the permissions for Specialists
4
Discuss Root Cause Analysis as a part of the Problem Investigation Lifecycle
5
Discuss the steps involved in performing the Root Cause Analysis procedure
6
Describe how to create knowledge articles from a Problem Investigation form
7
Describe solution database entries from a Problem Investigation form

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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