EncartaLabs

BMC Service Request Management

The BMC Service Request Management training course provides BMC Service Request Management (SRM) users, service request coordinators, business managers, and approvers with the concepts to incorporate best practices when using the BMC SRM solution. The course covers features and functionality of BMC SRM. In this course, delegates will learn about various functional areas of the Request Entry Console. They also learn how to create, manage, and fulfill service requests. In addition, they get familiar with the basics of Service Request Coordinator Console and the Business Manager Console.

The BMC Service Request Management - Administration and Configuring training course provides BMC Service Request Management (SRM) administrators, service catalog managers, business relationship managers, and developers with the concepts and hands-on experience to incorporate best practices when administering and configuring the BMC Service Request Management solution. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer, configure, and integrate BMC SRM to support the corresponding business processes.

For BMC Service Request Management

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

For BMC Service Request Management - Administration and Configuring Attend the following courses or possess equivalent knowledge:

  • BMC Remedy AR System
  • BMC Remedy IT Service Management - Administration

  • SRM Users
  • Service Request Coordinators
  • Business Managers
  • Approvers
  • SRM Administrators
  • Service Catalog Managers
  • Developers

COURSE AGENDA

BMC Service Request Management - Essentials
(Duration : 1 Day)

1

Describe the purpose of BMC Service Request Management

2

Describe how to access the Request Entry Console

3

Describe various functional areas of the Request Entry Console

4

Describe how to search for Knowledge Base articles from the Request Entry Console

5

Explain how to browse the request catalog

6

Explain how to submit a service request

7

Describe how to use the Cart feature

8

Describe how to submit requests on behalf of other users

9

Describe how to order hardware or software products using the Request Entry Console

10

Describe how to cancel, copy, and reopen service requests

11

Describe how to submit a request survey and provide feedback on the Request Entry Console

12

Describe how to manage a list of favorite requests

13

Explain how to approve or reject service requests using Approval Central

14

Explain how to create service requests from fulfillment applications

15

Describe various functional areas of the Service Request Coordinator Console and the Business Manager Console

BMC Service Request Management - Administration and Configuring
(Duration : 5 Days)

1

Identify basic SRM features and functionality

2

Describe the SRM architecture

3

Explain the Request Entry process

4

Configure, define, and maintain the service catalog

5

Explain and identify each of the following primary components that define a catalog entry:

  • Service Request definition
  • Process definition
  • Data mapping, variables, target data, and questions
  • Application Object Template
  • Fulfillment application templates
6

Describe and configure the following roles associated with SRM:

  • End User (Requesters)
  • Business Manager
  • Service Request Coordinator
  • Fulfillment Provider
  • Service Catalog Manager
  • SRM Administrator
7

Use Service Request Designer to create SRDs

8

Define and manage entitlements

9

Perform advanced configuration of SRM functionality

10

Configure approvals and assignments for SRM

11

Import and export SRDs and related data

12

Identify common issues and troubleshooting techniques

13

Describe Service Implementation planning process

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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