BMC Trainings

BMC Remedy SRM Training

BMC REMEDY SERVICE REQUEST MANAGEMENT

WORKSHOP CONTENTS

INTRODUCTION

  • Overview of SRM
  • Value of SRM

PREREQUISITES OF SRM

SRM USERS

  • Application permission groups in SRM
  • Functional roles in SRM

SRM FLOW AND CONFIGURATION

  • Creating navigational categories
  • Creation of work order, Incident and change templates
  • Creation of application object templates (AOT)
  • Creation of process definition templates (PDTs)
  • Creation of Service request definition(SRDs)
  • NAVIGATING THROUGH REQUEST ENTRY CONSOLE
  • Request creation by using created SRD

PROCESS FOR BUILDING ADVANCE INTERFACE FORM

  • Using SRS:advanced interface form with backend mapping
  • Using SRS:advanced interface form without backend mapping
  • Raising request using the advance interface form

CONFIGURING EMAILS

  • Incoming mailbox configuration
  • Outgoing mailbox configuration

DESCRIPTION OF THE COMMON ISSUES & TROUBLESHOOTING TECHNIQUES WHILE RAISING REQUEST THROUGH SRM

  • 2-3 sample scenarios to learn how to troubleshoot them

DURATION

  • 2 Days

PREREQUISITE

  • Experience in languages like VB, C or C++ and Java is preferred

WORKSHOP FORMAT

  • About 50% is frontal training and 50% hands of exercise

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