EncartaLabs

BMC Remedy Service Desk

( Duration: 1 Day )

The BMC Remedy Service Desk training course provides service desk support staff (service desk analysts, problem coordinators, and specialists) and support staff managers (group coordinators) with the information needed to use BMC Remedy Incident Management and BMC Remedy Problem Management applications to create and process incident requests, problem investigations, known errors records, and solution database entries.

User knowledge of the Microsoft Windows graphical user interface (GUI)

  • Service Desk Analysts
  • Problem Coordinators
  • Group Coordinators
  • Specialists

COURSE AGENDA

1

Identify the components and terminology of BMC Remedy Service Desk

2

Identify the goals of both Incident Management and Problem Management

3

Identify user roles associated with BMC Remedy Service Desk

4

Describe the BMC Best Practice Flows for Incident Management and Problem Management

5

Recognize process states, stages, and status values for incident requests and problem investigations

6

Access, navigate, and customize the IT Home page

7

Access and navigate the BMC Remedy Service Desk applications and related consoles

8

Subscribe to RSS and Twitter feeds

9

Use built-in chat feature

10

Identify changes to BMC Remedy ITSM forms

11

Access service information

12

Describe and create incident requests

13

Assign incident requests

14

Review, process, and close incident requests

15

Describe and create problem investigations

16

Assign problem investigations

17

Review, process, and close problem investigations

18

Create, assign, and process known errors

19

Create and assign solution database entries

20

Search from the Applications list

21

Search for incident requests, problem investigations, known errors, solutions, and other related data

22

Create reports and flashboards (KPIs) using business metrics

23

Modify user profiles

24

Create and view broadcasts and reminders

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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