BMC FootPrints Service Core 20.x: Fundamentals Administering
This 5-day instructor-led training provides the knowledge and critical skills necessary to administer BMC FootPrints Service Core, with a major focus placed on installation, preferences, configuration options, reporting, address book management, knowledge base, and self-service.
This course is followed by the BMC Certified Associate: FootPrints Service Core 20.x for Administrators Online Exam.
Major release:
Footprints Service Desk 20.x
Good for:
Architects, Administrators
Course Delivery:
Instructor-Led Training (ILT) | 40 hours
Course Modules
-
FootPrints Service Core Overview
- Overview
- What’s New
- Key Concepts
-
Planning for Your Installation
- System Requirements
- Managing Licenses
-
System Configuration
- Getting Started
- Authentication
- Configuring work schedules
- Editing work schedules
- Deleting work schedules
- Configuring chat
- Changing the location of the file attachments directory
- Configuring miscellaneous system settings
-
Administration Basics
- Busines Processes Templates
- Quick Templates
- Localizing fields
- Customize the Agent Mobile form
- Configuring workflow process
- Email management
- Organizing Users into Teams
-
Address Books
- Creating address books
- Creating address book data files
- Configuring a Contact item
- Configuring Master Contact records
- Editing address books
- Deleting address books
-
Workspaces
- Configuring workspaces
- Viewing workspaces
- Creating workspaces
- Copying workspaces
- Editing workspaces
- Deleting workspaces
- Configuring time tracking for a workspace
-
Surveys
- Planning your survey
- Creating survey items
- Creating survey questions
- Adding questions and instructions to survey forms
- Defining survey email templates
- Testing your survey
-
Knowledge Base
- Configuring knowledge bases
- Linking tickets or CIs to solutions
- Linking to an external knowledge bases
- Editing knowledge bases
- Deleting knowledge bases
- Enabling Auto-Filtering
- Creating category trees
-
Service Portfolios
- Editing service portfolios
- Deleting service portfolios
- Configuring service level targets
- Defining rules for Service Level Management (SLM)
- Lifecycle status definitions
- Configuring lifecycle reporting
- Configuring work targets
- Configuring Contracts
- Configuring SLM in a service portfolio
- Configuring Service Categories for your Service Catalog
- Creating category trees
- Scheduling tasks
- Scheduling auto-run reports
-
Service Analytics (Reporting)
- Configuring reports
- Types of reports
- Configuring reports
-
Integration
- Configuring BMC Client Management
- Configuring BMC Footprints Sync
- Configuring with Microsoft Office 365
- Configuring Web Services
-
Troubleshooting and Help
- Record Lock
- Browsing audit trail logs
- Using Phone Home
- BMC FootPrints Service Core Online Documentation
- Support information