BMC Service Request Management 9.x: Fundamentals for Administrators
This course provides BMC Service Request Management (SRM) Administrators, Service Catalog Managers, Business Relationship Managers, and Developers with the concepts and hands-on experience to incorporate best practices when administering and configuring the BMC Service Request Management solution.
In this course, participants will analyze, determine, and perform the necessary steps to administer, configure, and integrate BMC Service Request Management to support the corresponding business processes.
Major release:
BMC Helix ITSM 9.x
Good for:
Administrators
Course Delivery:
Instructor-Led Training (ILT) | 40 hours
Course Modules
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Service Request Management (SRM) Overview
- Introducing SRM
- SRM Components
- SRM Reporting
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Creating the Service Catalog: Questions and AOTs
- SRD Components
- Creating Questions
- Creating AOTs
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Creating the Service Catalog: PDTs and SRDs
- SRD Creating PDTs
- Creating SRDs
-
Requesting Services and Apps – Service Request Management
- Setting Up Service Requests through BMC Service Request Management
- Customizing Catalog Item Icons
- Other SRM Configurations
-
Foundation Data and SRM Users
- Companies and Configurations
- Support Groups and People
- SRM User Roles and Consoles
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Service Request Designer
- Service Request Designer – Overview
- Creating the Service Catalog – Other Features
-
Entitlements and Packages
- Entitlements and Packages – Overview
- Managing Entitlements and Using Packages
- On Behalf Of Management
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SRM Configuration
- Surveys and Service Catalogs
- Configuring SRD Levels
-
SRM Approvals and Assignment
- SRD Approvals
- SR Approvals
- Email-based Approvals
- Assignments
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Other SRM Administrative Tasks
- Using the Import Export Console
- Rebranding the Request Entry Console
- Troubleshooting Common Issues
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Appendix A: Using Advanced Interface Forms
- Advanced Interface Forms
- Creating Advanced Interface Forms