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Remedy IT Service Management 9.0: Administering

This course provides BMC Remedy IT Service Management 9.0 application administrators with the concepts and hands-on experience to incorporate best practices when administering the BMC Remedy IT Service Management 9.0 applications, specifically BMC Remedy Service Desk (Incident Management and Problem Management), BMC Remedy Change Management (including the Release Management module), BMC Remedy Asset Management, BMC Remedy ITSM – Process Designer, 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 9.0 applications to support the corresponding business processes.

Note: This course does NOT include instruction on configuring or using Smart IT.

Included in this course is an optional examination for BMC Accredited Administrator: BMC Remedy IT Service Management 9.0.

Good for:

Administrators

Course Delivery:

Instructor-Led | 40.00 小时

Course Modules

  • Foundation Data
    • Companies, Organizations, and Locations
    • Support Groups and People
    • Categorizations
    • Assignments
  • Data Management
    • Data Management Concepts
    • Data Management Job Console
    • Onboarding Wizard
    • LDAP and Data Load
    • Data Wizard
  • Common Application Functionality
    • Overview of Incident Templates
    • Defining Incident Templates
    • Defining Change and Release Templates
    • Configuring Priorities
    • Task Management System
    • Configuring Task Management System
    • Configuring Task Management System
    • Working with Task Templates
    • BMC Atrium Service Context
    • Email Rule Engine Configuration
  • Troubleshooting ITSM
    • Troubleshooting Data Management
    • Working with Log Files and the BMC Remedy ITSM Maintenance Tool
    • Troubleshooting BMC Remedy AR System Components
    • Additional Resources

Related Skills Assessments

BMC Accredited Administrator

Accreditation is available upon successful completion of this course.