EncartaLabs

BMC Remedy IT Service Management - Administration

( Duration: 5 Days )

The BMC Remedy IT Service Management - Administration training course provides BMC Remedy IT Service Management application administrators with the concepts and hands-on experience to incorporate best practices when administering the BMC Remedy IT Service Management applications, specifically BMC Remedy Service Desk (Incident Management and Problem Management), BMC Remedy Change Management (including the Release Management module), BMC Remedy Asset Management, BMC Remedy ITSM - Process Designer, and related subsystems and modules.

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

  • Describe ITSM application usage processes and roles
  • Identify ITSM architecture components
  • Create and configure companies, organizations, and locations
  • Create and configure support groups and people records
  • Define and configure categorizations, assignments, notifications, templates, and prioritizations
  • Define and configure TMS, and Atrium Service Context
  • Use the Data Management Job Console and Onboarding Wizard
  • Configure the Requester Console, Service Desk, Change and Release Management, and Asset Management
  • Define and configure processes for BMC Remedy ITSM Process Designer
  • Identify and configure ITSM Archiving policies
  • Understand how to perform ITSM Troubleshooting

  • Basic Knowledge of BMC Remedy IT Service Management

ITSM Application Administrators

COURSE AGENDA

1

Course Overview

2

Application Users and Application Administrators

  • Application User's Perspective
  • Application Administrator's Perspective
3

Foundation Data

  • Companies, Organizations, and Locations
  • Support Groups and People
  • Categorizations
  • Assignments
4

Data Management

  • Data Management Concepts
  • Data Management Job Console
  • Onboarding Wizard
  • LDAP and Data Load
  • Data Wizard
5

Requester Console Configuration

  • Requestor Console Configuration
6

Notifications

  • Notification Engine
  • Configuring Notifications
7

Service Desk Configuration

  • Incident Management Configuration
  • Problem Management Configuration
8

Change and Release Management Configuration

  • Change Management Configuration
  • Release Management Configuration
  • Change Management Approval
  • Approval Administration
  • Release Management Approval
9

Common Application Functionality

  • Overview of Incident Templates
  • Defining Incident Templates
  • Defining Change and Release Templates
  • Configuring Priorities
  • Task Management System
  • Configuring Task Management System
  • Working with Task Templates
  • BMC Atrium Service Context
  • Email Rule Engine Configuration
10

Asset Management Configuration

  • Configuring CI Functionality
  • Configuring Financials
  • Configuring Software Licenses and Contracts
11

BMC Remedy ITSM Process Designer Configuration

  • Overview and Configuration
  • Creating and Mapping Processes
  • Process Tracker and Process Wizard
  • Other Process Designer Tasks

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.

Top