Remedy ITSM Training

Remedy ITSM Training

BMC Remedy Service Desk

WORKSHOP CONTENTS

INTRODUCTION

  • Introduction to BMC Remedy ITSM 7.x
  • Introduction to BMC Remedy Incident Management 7.x
  • Introduction to BMC Remedy Problem Management 7.x

FOUNDATION DATA CONFIGURATION

  • CONFIGURING INCIDENT MANAGEMENT FILL-IN AIDS
    • Configuring Incident Management Templates
    • Configuring Incident Management Scripts
    • Configuring Incident Management Decision Trees
  • CONFIGURING THE REQUESTER CONSOLE

PROBLEM MANAGEMENT DETAILS

  • Working with problem management as support staff
  • Working with investigations as support staff
  • Working with known errors
  • Working with solution database

DURATION

  • 2 Days

BMC Remedy Change Management

WORKSHOP CONTENTS

INTRODUCTION

  • Introduction to Incident and Problem Management
  • Introduction to BMC Remedy Change Management

QUICK OVERVIEW OF CONFIGURATION OF INCIDENT AND PROBLEM MANAGEMENT

CHANGE MANAGEMENT CONFIGURATION

  • Change Management Foundation Data configuration
  • Configuring Assignments, Prioritization, and Requester Console

ROLES

  • Change Assignee Role
  • Change Manager Role
  • Approver Role

CONFIGURING APPROVALS FOR CHANGE MANAGEMENT

  • Describing Approvals and Configuring Approval Users
  • Configuring Approval Processes
  • Configuring Approval Mappings

CONFIGURING CHANGE MANAGEMENT-SPECIFIC FEATURES

DURATION

  • 1 Day

BMC Remedy Service Level Management

WORKSHOP CONTENTS

  • Introduction to Service Level Management application

ROLES

  • Customers
  • Service level Managers and business relationship managers

CONFIGURING SERVICE LEVEL MANAGEMENT-SPECIFIC FEATURES

  • Configuring service targets
  • Configuring agreements

SERVICE LEVEL MANAGEMENT DETAILS

  • Working with contracts
  • Working with Service targets
  • Working with agreements

DURATION

  • 1 Day

BMC Remedy Asset Management

WORKSHOP CONTENTS

INTRODUCTION

  • What's new in Asset Management 7.0
  • Various features of Asset Management
  • Overview of CMDB

INSTALLATION AND CONFIGURATION

  • What's new in Asset Management 7.x
  • Various features of Asset Management
  • Overview of CMDB

INSTALLATION AND CONFIGURATION OF ASSET MANAGEMENT

  • Using Asset Management Console
  • Common tasks

CONFIGURATION ITEMS (CIS)

  • Creating CIs, Categorizing CIs, companies, and locations
  • Working with CIs, Access rights, Creating Relationships
  • Various Features of CI

VARIOUS CAPABILITIES OF ASSET MANAGEMENT

  • Software License Management
  • Contract Management
  • Requisition Management
  • Inventory Management

DURATION

  • 2 Days

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