In BMC Helix ITSM - Knowledge Management - Administration training course, you will learn vital knowledge management concepts and knowledge management best practices that will enable you to resolve issues quickly, accurately, and consistently. You will also learn how to successfully implement these best practices using Knowledge Management.
By attending BMC Helix ITSM - Knowledge Management - Administration workshop, delegates will learn to:
- Describe the benefits and features of Knowledge Management
- Explain the article lifecycle
- Access knowledge articles
- Explain various ways to create knowledge and search for knowledge
- Understand knowledge management integrations with Service Desk
- How to create a knowledge article in Smart IT
- Explain various user types and roles related to BMC Knowledge Management
- Explain how to create visibility groups
- Define the KCS framework
- Describe how to create Article Quality Index (AQI) Assessment Questions
- Describe KCS report generation
- Describe how to create companies, users, including the Knowledge Administrator, in the Application Administration Console
- Explain the Article Conversion Tool for converting knowledge articles from previous versions of BMC Knowledge Management
- Describe how to manage knowledge sources -Searchable Items, File Path, and AR forms
- Explain how to use the Data Management Tool
- Differentiate between Assignees and Approvers
- Configure assignment sand full text search
- Describe approval chains and map approvers
- Explain approvals via email
- Describe application configurations
- Manage the archiving functions
- Troubleshoot permission issues, categorization issues, FTS issues, status transitions, and archiving process
- Basic Knowledge of BMC Helix ITSM - Knowledge Management
Administrators & Analysts