EncartaLabs

BMC Service Request Management - Administration

( Duration: 5 Days )

The BMC Service Request Management - Administration 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. In this course, attendees will analyze, determine, and perform the necessary steps to administer, configure, and integrate BMC Service Request Management to support the corresponding business processes.

By attending BMC Service Request Management - Administration workshop, attendees will learn to:

  • Introduction to SRM features, functionality, and components
  • Configure, define, and maintain the service catalog
  • Identify primary components that define a catalog entry:
    • Service Request definition
    • Process definition
    • Data mapping, variables, target data, and questions
    • Application ObjectTemplate
  • Configure various SRM roles
  • Create SRDs using the Service Request Designer
  • Define and manage packages and entitlements
  • Perform advanced configuration of SRM functionality
  • Configure approvals and assignments for SRM
  • Use the Import Export Console
  • Troubleshoot common SRM issues
  • Create Advanced Interface Forms (AIFs)

  • Basic Knowledge of BMC Service Request Management

Administrators & Analysts

COURSE AGENDA

1

Service Request Management (SRM) Overview

  • Introducing SRM
  • SRM Components
  • SRM Reporting
2

Creating the Service Catalog: Questions and AOTs

  • SRD Components
  • Creating Questions
  • Creating AOTs
3

Creating the Service Catalog: PDTs and SRDs

  • Creating PDTs
  • Creating SRDs
4

Requesting Services and Apps - Service Request Management

  • Setting Up Service Requests through BMC Service Request Management
  • Customizing Catalog Item Icons
  • Other SRM Configurations
5

Foundation Data and SRM Users

  • Companies and Configurations
  • Support Groups and People
  • SRM User Roles and Consoles
6

Service Request Designer

  • Service Request Designer - Overview
  • Creating the Service Catalog - Other Features
7

Entitlements and Packages

  • Entitlements and Packages - Overview
  • Managing Entitlements and Using Packages
  • On Behalf Of Management
8

SRM Configuration

  • Surveys and Service Catalogs
  • Configuring SRD Levels
9

SRM Approvals and Assignment

  • SRD Approvals
  • SR Approvals
  • Email-based Approvals
  • Assignments
10

Other SRM Administrative Tasks

  • Using the Import Export Console
  • Rebranding the Request Entry Console
  • Troubleshooting Common Issues

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 4,000 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 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting http://encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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