The BMC Helix ITSM - Problem Management training course provides a detailed understanding of the Problem Management process. You will learn about the procedures, terminology, roles and responsibilities involved, and the chief functionality of the Problem Management process.
By attending BMC Helix ITSM - Problem Management workshop, delegates will learn:
- Problem Management concepts, features, roles, and responsibilities
- Problem Investigation Lifecycle stages
- Access the IT Home page and identify its features and functionality
- Problem Console: Functional areas
- Features and functionality available on the Problem Investigation form
- Methods to search for problem records
- Responsibilities of various Problem Management roles and associated tasks and concepts
- Creating problem records
- Role of Specialists in Root Cause Analysis procedure
- Closing problem investigations
- Supplemental features related to the Problem Management application including application preferences, broadcasts, and reminders
- Add tasks to a problem record
- None
Specialists & Problem Coordinators