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Duration 21 hours
Course Outline
Introduction to Remedy ITSM
- High-level overview of the BMC Remedy ITSM Suite
- Foundations of ITSM and ITIL frameworks
- Architectural components of Remedy ITSM
Navigating the Remedy ITSM Interface
- Exploration of the user interface
- Dashboard navigation and reporting functions
- Adjusting personal user preferences
Incident and Problem Management
- Setup of Incident Management workflows
- Best practices for incident resolution
- Problem Management lifecycle and root cause analysis techniques
Change and Release Management
- Establishing Change Management processes
- Risk assessment and mitigation in change activities
- Strategic planning and execution of releases
Asset Management
- Managing the asset lifecycle from acquisition to disposal
- Configuration of the Asset Management module
- Aligning asset management with broader ITSM processes
Service Level Management
- Formulation and administration of SLAs, OLAs, and UCs
- Tracking and monitoring service performance metrics
- Generating reports on service level adherence
BMC Digital Workplace
- Improving user experience through self-service capabilities
- Management of service catalogs and service brokering
- Automating and orchestrating service requests
Administration and Customization
- Core administrative tasks within Remedy ITSM
- Refining forms and workflow configurations
- Fundamentals of ARS development
Best Practices and Advanced Topics
- Strategies for optimizing ITSM processes
- Advanced troubleshooting methodologies
Summary and Next Steps
Requirements
- Familiarity with foundational IT service management concepts.
- Foundational knowledge of IT operational practices and service support workflows.
Target Audience
- System administrators.
- Service desk analysts.
- General IT professionals.
