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Home > BMC Training > Remedy > IT Service Management -ITSM > BMC Remedy IT Service Management 8.0: Administering - Part 2

CourseDescription

BMC Remedy IT Service Management 8.0: Administering - Part 2

This course provides BMC Remedy IT Service Management 8.0 application administrators with the concepts and hands-on experience to incorporate best practices when administering the BMC Remedy IT Service Management 8.0 applications, specifically BMC Remedy Service Desk (Incident Management and Problem Management), BMC Remedy Change Management (including the Release Management module), BMC Remedy Asset Management, and related subsystems and modules. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer BMC Remedy IT Service Management 8.0 applications to support the corresponding business processes.

ScheduleDetail

Code: SPPT-ITA2-0800
Duration :5 Days
Certified by: BMC

This course provides BMC Remedy IT Service Management 8.0 application administrators with the concepts and hands-on experience to incorporate best practices when administering the BMC Remedy IT Service Management 8.0 applications, specifically BMC Remedy Service Desk (Incident Management and Problem Management), BMC Remedy Change Management (including the Release Management module), BMC Remedy Asset Management, and related subsystems and modules. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer BMC Remedy IT Service Management 8.0 applications to support the corresponding business processes.

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CourseTabs

  • Course Objectives
  • Prerequisites
  • Key Roles
  • Syllabus
  • Describe ITSM application usage processes and roles
  • Review online documentation portal
  • Identify ITSM architecture components
  • Create and configure companies, locations, and organizations
  • Create and configure support groups and people records
  • Define assignments
  • Use the Data Management Job Console
  • Administer the Assignment Engine, Approval Server, and Task Management System
  • Identify social media integrations
  • Explain significance and purpose of BMC Remedy ITSM Process Designer 8.3.03

Prerequisites

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

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. COURSE OVERVIEW

2. APPLICATION USERS AND APPLICATION ADMINISTRATORS

  • Application User’s Perspective
  • Application Administrator’s Perspective
  • Online Documentation Portal

3. FOUNDATION DATA

  •  Companies, Organization, and Locations
  •  Support Groups and People
  •  Data Management Tool
  •  Categorizations
  •  Assignment

4. CONFIGURING THE REQUESTER CONSOLE

  •  Guest User
  •  Permission Groups

5. SOCIAL COLLABORATION

  •  BMC Chat
  •  Twitter
  •  RSS Feeds

6. NOTIFICATIONS

  •  Individual Notifications
  •  Group Notifications
  •  Inbound Email

7. DEFINE FORM BEHAVIOR

  •  Form Views
  •  Behavior Rules
  •  BMC Atrium Service Context

8. INCIDENT MANAGEMENT FILL-IN AIDS

  •  Incident Templates
  •  Incident Scripts
  •  Incident Decision Trees

9. CHANGE AND RELEASE TEMPLATES

  •  Change Templates
  •  Release Templates
  •  Activities

10. TASK MANAGEMENT SYSTEMS

  •  Task Management System
  •  TMS Configuration

11. CHANGE AND RELEASE MANAGEMENT APPROVAL

  •  Approval Process
  •  Approval Mapping

12. CHANGE RISK AND ADVANCED CHANGE OPTIONS

  •  Determine Risk
  •  Change Life cycle
  •  Change Calendar
  •  Custom Change Process Flows

13. ASSET MANAGEMENT LICENSING AND APPROVALS

  •  Software Licenses and Contracts
  •  Approvals and Notifications

14. ASSET MANAGEMENT CIS AND FINANCIALS

  •  CI Functionality
  •  Financials

15. OVERLAYS

  •  Purpose
  •  Considerations
  •  Preserving ITSM Customization

16. HUB AND SPOKE  

  •  Purpose
  •  Considerations