The BMC Helix ITSM - Incident Management training course provides a detailed understanding of the Incident Management process and its sub processes. You will learn about the procedures, terminology, roles and responsibilities involved, and the chief functionality of the Incident Management process.
By attending BMC Helix ITSM - Incident Management workshop, delegates will learn:
- Incident Management concepts, features, roles, and responsibilities
- Incident Request Lifecycle stages
- Access the IT Home page and identify its features and functionality
- Purpose of Overview Console and Requester Console
- Features and functionality available on the Incident form
- Create, assign, resolve, and close incident requests
- Search functionality in Incident Management
- Relate duplicate incident requests
- Approve or reject a solution
- Use the Incident Matching feature
- Responsibilities of various Incident Management roles and associated tasks and concepts
- Supplemental features related to the Incident Management application including application preferences, broadcasts, and reminders
- None
Incident Analysts, Specialists & Group Coordinators