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BMC Helix ITSM - Smart IT 20.x: Fundamentals Using Change Management (WBT)

BMC Helix ITSM - Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile experience to enable a more knowledgeable and collaborative workforce organized around IT roles.

This course will give Smart IT Change Management users an overview of the Smart IT main features and detailed Change Management features before they begin to use them in real-time.

At the end of the course, the learners will be equipped with the knowledge to easily work with change management processes, the main features of Smart IT, change request creation through closure steps.

Major release:

BMC Helix ITSM 20.x

Good for:


Course Delivery:

Web Based Training (WBT) | 6 hours

Course Modules

  • Smart IT Personas, Permissions, and Access Control
    • Smart IT personas and permissions
    • Responsibilities of different Smart IT roles
    • How access to tickets and resources works in Smart IT
    • Explain BMC Remedy ITSM Data Access Model
    • Explain Row-level security (RLS) and Hierarchical groups
    • Impact of RLS and hierarchical groups on access to tickets and resources
  • Smart IT Overview and Concepts
    • Overview of Remedy with Smart IT
    • Main features of Smart IT
    • Access Smart IT
    • Mobile device compatibility and benefits for Smart IT
    • Smart IT Dashboard functionality
    • Change Calendar
    • Various Smart IT Search options
    • Explain various Smart IT consoles
    • Explain the Preset, Filters, and Bulk Actions features
    • Discuss Activity and Update Feeds
    • Pin and Unpin Feature
    • Overview of Smart IT Knowledge Articles
    • Smart Recorder Overview
    • Various features and functionalities of Smart Recorder
    • Create a new customer profile from Smart Recorder
    • Smart Recorder and Call Log Events
  • Records in Smart IT
    • Record Details for Incident Tickets, Work Orders, Tasks, and Service Requests
    • Record Details for Change Requests
    • Record Details for Problem Investigation and Known Errors
    • Record Details for Known Errors
    • Explain various Categories
    • How to assign tickets in Smart IT
    • Change ticket assignment and status
    • Explain Service Level Agreement (SLA) progress bar in Smart IT
  • Task Management in Smart IT
    • Tasks Overview
    • Task Phase Management
    • Review Task Phases
    • Introduction to Task Template
    • Add and Manage a Task
    • Assign, Sequence, Implement, and Close Task
  • Ways to Communicate in Smart IT
    • Explain Broadcasts in Smart IT
    • Set up and receive Broadcasts
    • Email Functionality in Smart IT
    • Send Email Messages from Tickets
    • Attach Files and Knowledge Articles in Emails
    • Chat Feature Overview
    • Chat Feature: Keywords
    • Use Microsoft Teams for ChatOps-type Interaction
    • Use Live Chat with User
  • Smart IT Change Management Overview and Processes
    • Discuss the purpose, goals, and objectives of Smart IT Change Management
    • Discuss the Change Management life cycle and process flow
    • Discuss various terms and concepts used in Smart IT Change Management
    • Explain different types of change classes
    • Discuss Change Request Transition states for different Change Classes
  • Smart IT Change Management Functional and Other Roles
    • Explain roles and responsibilities of Change Coordinator
    • Explain roles and responsibilities of Change Manager
    • Explain roles and responsibilities of Change Approver and CAB
    • Explain roles and responsibilities of Specialist/Task Implementer
  • Creating a Change Request
    • Describe the Change Initiation and Recording stage
    • Different Sources of Change Request
    • Explain Different ways to create a change request
    • Difference in UI labels in Remedy IT Service Management and Remedy with Smart IT
    • Create Change Request from Scratch
    • Create Change Request Using Template
    • Create Change Request by Copying Change
    • Create Change Requests as Rollbacks
    • Resubmit a Rejected Request
  • Approving a Change Request
    • Describe the Change Approval stage in Change Management
    • Out-of-the-box for BMC Change Management Approval processes
    • Approve a change request
    • Review the Change Request for Deviations
    • Approve Change Request
    • Add non-approver notifications
    • Approve Alert
    • Add Approvers to Change Requests
    • Add Alternate Approvers
    • Review and Approve Change Request
  • Planning and Scheduling a Change Request
    • Describe the Plan and Schedule stage in Change Management
    • Apply Filters Change Requests Assigned to you
    • Review the Change Request for Completeness
    • Edit a Change Request
    • Relate Required Implementation Plan Tasks
    • Identify, add, and delete Configuration Item (CIs)
    • Impact Analysis and Collision Management in Smart IT
    • Schedule Change Request and Managing Collisions
    • View Collisions in Change Calendar
    • Reschedule the Change Request
    • Answer Technical Risk Questions and Finalise Risk Assessment
    • Review and Manage Task Details
    • Review Implementation Risks
    • Relate Additional Configuration Items
  • Implementing a Change Request
    • Describe the Implement stage
    • Review Change Request - by Change Coordinator
    • Implement Tasks - by Task Implementer
    • Close Tasks - by Task Implementer
    • Change Completion
  • Closing a Change Request
    • Describe the Closed stage
    • Close Stage Process
    • Review and Update Change Request
    • Review Task Details
    • Add Closure Details
    • Update Change Request Status and reason