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Course Outline
Introduction to Remedy ITSM
- Overview of BMC Remedy ITSM Suite
- Understanding ITSM and ITIL foundations
- Remedy ITSM architecture and components
Navigating Remedy ITSM
- User interface overview
- Dashboard and reporting capabilities
- Customizing user preferences
Incident and Problem Management
- Configuring Incident Management workflows
- Best practices for handling incidents
- Problem Management lifecycle and root cause analysis
Change and Release Management
- Setting up Change Management processes
- Assessing and managing risk in changes
- Planning and executing releases
Asset Management
- Asset lifecycle from procurement to retirement
- Configuring Asset Management module
- Integrating asset management with other ITSM processes
Service Level Management
- Defining and managing SLAs, OLAs, and UCs
- Monitoring service performance
- Reporting on service level compliance
BMC Digital Workplace
- Enhancing user experience with self-service
- Catalog management and service brokering
- Automation and orchestration of service requests
Administration and Customization
- Basic administration tasks in Remedy ITSM
- Customizing forms and workflows
- Introduction to ARS development
Best Practices and Advanced Topics
- ITSM process optimization
- Advanced troubleshooting techniques
Summary and Next Steps
Requirements
- Basic understanding of IT service management principles
- Basic knowledge of IT operations and service support processes
Audience
- System administrators
- Service desk analysts
- IT professionals
21 Hours
