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.

By attending BMC Remedy - Service Desk workshop, attendees will learn to:

  • Identify the components and terminology of BMC Remedy Service Desk
  • Identify the goals of both Incident Management and Problem Management
  • Identify user roles associated with BMC Remedy Service Desk
  • Describe the BMC Best Practice Flows for Incident Management and Problem Management
  • Recognize process states, stages, and status values for incident requests and problem investigations
  • Access, navigate, and customize the IT Home page
  • Access and navigate the BMC Remedy Service Desk applications and related consoles
  • Subscribe to RSS and Twitter feeds
  • Use built-in chat feature
  • Identify changes to BMC Remedy ITSM forms
  • Access service information
  • Describe and create incident requests
  • Assign incident requests
  • Review, process, and close incident requests
  • Describe and create problem investigations
  • Assign problem investigations
  • Review, process, and close problem investigations
  • Create, assign, and process known errors
  • Create and assign solution database entries
  • Search from the Applications list
  • Search for incident requests, problem investigations, known errors, solutions, and other related data
  • Create reports and flashboards (KPIs) using business metrics
  • Modify user profiles
  • Create and view broadcasts and reminders

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

Service Desk Analysts, Problem Coordinators, Group Coordinators & Specialists

COURSE AGENDA

1

Introduction To Service Desk

  • BMC Remedy ITSM Suite and Service Desk overview
  • Incident Management roles and process flow
  • Problem Management roles and process flow
2

Navigating IT Home Page & Consoles

  • IT Home page and Service Desk consoles
  • ITSM social collaboration
  • ITSM Requester Console
  • SRM Request Entry console
3

Creating Incident Requests

  • Process and forms overview
  • Creating an incident request
4

Resolving Incident Requests

  • Investigating and diagnosing incident requests
  • Resolving and closing incident requests
5

Creating Problem Investigations

  • Process and forms overview
  • Creating problem investigations
  • Assigning and searching problem investigations
6

Analyzing and Closing Problems

  • Root cause analysis
  • Analysis review and problem closure
7

Using Common Feature Scourse Assessment

  • Working with reports and flashboards
  • Working with tasks
  • Supplemental features

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