Remedy IT Service Management 9.0: Administrator Concepts (WBT)
This online course provides BMC Remedy IT Service Management 9.0 application administrators 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 Remedy Service Desk, BMC Remedy Change Management, BMC Remedy Asset Management, and BMC Remedy IT Service Management Process Designer. 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 9.0 application administration courses.
This course is a prerequisite to all other BMC Remedy ITSM 9.0 application administration courses.
Major release:
BMC Helix ITSM 9.x
Good for:
Administrators
Course Delivery:
Web Based Training (WBT) | 6.00 hours
Course Modules
-
ITSM Overview
- BMC Remedy ITSM application purpose
- BMC Remedy ITSM architecture
- Foundation data
- Access Control and Permissions
-
Data Management
- Data Management overview
- Data Management Job Console
- Data Management Job Console
- Onboarding Wizard utility
- Data Wizard utility
-
Defining Companies and Locations
- Defining companies
- Defining company organizations and locations
-
Support Organizations and Support Groups
- Purpose of support groups
- Configuring optional information
-
Defining People
- Permission groups and functional roles
- People configuration
- Other people management activities
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Catalog Setup
- Product catalog setup
- Operational catalog setup
- Generic catalog and assignments
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Other Application Configuration Tasks
- BMC Remedy Approval Server
- Task Management System
- Email Rule Engine
- Email-based approvals
-
BMC Remedy IT Service Management Process Designer
- Process Designer overview
- Configuring tasks, requests, and notifications
- Configuring ARID plug-in and the runtime settings
- Maintaining process templates for BMC Remedy On-premise environments
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Other BMC Remedy ITSM 9.0 Enhancements
- Archiving concepts
- Managing archiving policies
- BMC Remedy Smart Reporting Console
- Smart Reporting social capabilities