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Home > BMC Training > Remedy > IT Service Management -ITSM > BMC Remedy IT Service Management 8.0: Administering - Part 1 (WBT)

CourseDescription

BMC Remedy IT Service Management 8.0: Administering - Part 1 (WBT)

This course provides BMC Remedy IT Service Management 8.0 application administrators, developers, and consultants with an introduction to ITSM application administration, and introduces the architecture and common configuration elements of the BMC Remedy ITSM applications, including BMC Service Desk, BMC Change Management, and BMC Asset Management. The course provides BMC Remedy ITSM administrators with the concepts and skills needed to incorporate best practices when configuring and administering BMC Remedy ITSM applications. This course is a prerequisite to all other BMC Remedy ITSM 8.0 application administration courses.

ScheduleDetail

Code: SPPT-ITA1-0800
Duration :4 Hours
Certified by: BMC

This course provides BMC Remedy IT Service Management 8.0 application administrators, developers, and consultants with an introduction to ITSM application administration, and introduces the architecture and common configuration elements of the BMC Remedy ITSM applications, including BMC Service Desk, BMC Change Management, and BMC Asset Management. The course provides BMC Remedy ITSM administrators with the concepts and skills needed to incorporate best practices when configuring and administering BMC Remedy ITSM applications. This course is a prerequisite to all other BMC Remedy ITSM 8.0 application administration courses.

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CourseTabs

  • Course Objectives
  • Prerequisites
  • Key Roles
  • Syllabus
  • Explain the architecture of BMC Remedy ITSM applications and list supported platforms
  • Describe the relationship of the BMC Atrium CMDB to ITSM applications
  • Access and use Application Administration Console
  • Identify BMC Remedy ITSM mobility integration and BMC Remedy ITSM – Process Designer
  • Describe online documentation and community improvements
  • Identify the purpose of hub and spoke technology and configuration considerations
  • Describe ITSM foundation data and concepts
  • Create and configure companies, organizational structures, and sites
  • Specify auto-assignment of requests to support groups
  • Describe the purpose of permission groups and functional roles
  • Identify permission groups and roles for ITSM application administrators
  • Configure and administer People records
  • Describe Person templates
  • Assign and manage ITSM permission groups
  • Describe the BMC Atrium Product Catalog and its relationship to products that you can view, define, and use in ITSM applications
  • View, create, and update product catalog entries
  • View, create, and update operational catalog entries
  • Describe the purpose of the generic catalog
  • Define auto-assignment settings using operational and product catalog settings
  • Describe the types of tasks, task groups, and task templates that can be defined
  • Describe ITSM approval processes and the role of administrators in configuring approvals, including the Approval Server enhancement
  • Describe the purpose and function of Data Management Job Console and Data Wizard Console
  • Describe how to configure RSS feeds, Twitter, and chat functionality

Required prerequisites:

  • BMC Remedy Service Desk 8.0: Using (WBT)
  • BMC Remedy Asset Management 8.0: Using (WBT)
  • BMC Remedy Change Management 8.0: Using (WBT)
  • BMC Remedy AR System 8.0: Foundation - Part 1 (ODL).

Users

  • Use BMC Remedy Asset Management to perform their own job
  • Understand how to use the application as it was designed, in such a manner that data entered and retrieved is accurate and applicable

Managers

  • Oversee the usage and implementation of BMC Remedy applications, as well as those that use the solution
  • May be a functional manager, line-of-business manager, or supervisor

Application Administrators

  • Configure and maintain BMC Remedy Asset Management data
  • Understand each role available within the application
  • Deploy the application to the Mid-Tier, if applicable

Developers

  • Maintain, deploy, and troubleshoot BMC Remedy Asset Management
  • Modify existing workflow or building additional workflow after extensive analysis

1. ITSM ARCHITECTURE OVERVIEW

  • BMC Remedy ITSM application purpose
  • BMC Remedy ITSM architecture
  • Foundation data
  • Online documentation and community improvements

 2. ITSM ENHANCEMENTS

  • Access improvements
  • Social media
  • Hub and spoke technology

3. DEFINING COMPANIES AND LOCATION

  • Defining companies
  • Defining company organizations and locations

4. SUPPORT ORGANIZATIONS AND SUPPORT GROUPS

  • Purpose of support groups
  • Configuring optional information
  • Configuring social media

5. DEFINING PEOPLE

  • Permission groups and functional roles
  • Configuring people
  • Other people management activities

6. Product catalog setup

  • Operational catalog setup
  • Generic catalog and assignments

7. OTHER APPLICATION CONFIGURATION TASKS

  • Data management tool
  • Approval server
  • Task management
  • Email Rule Engine
  • Hub and spoke