The BMC Remedy - Service Desk training course provides service desk support staff (service desk analysts, problem coordinators, and specialists) and support staff managers (group coordinators) with the information needed to use BMC Remedy Incident Management and BMC Remedy Problem Management applications to create and process incident requests, problem investigations, known errors records, and solution database entries.
By attending BMC Remedy - Service Desk workshop, delegates will learn to:
- Identify the components and terminology of BMC Remedy Service Desk
- Identify the goals of both Incident Management and Problem Management
- Identify user roles associated with BMC Remedy Service Desk
- Describe the BMC Best Practice Flows for Incident Management and Problem Management
- Recognize process states, stages, and status values for incident requests and problem investigations
- Access, navigate, and customize the IT Home page
- Access and navigate the BMC Remedy Service Desk applications and related consoles
- Subscribe to RSS and Twitter feeds
- Use built-in chat feature
- Identify changes to BMC Remedy ITSM forms
- Access service information
- Describe and create incident requests
- Assign incident requests
- Review, process, and close incident requests
- Describe and create problem investigations
- Assign problem investigations
- Review, process, and close problem investigations
- Create, assign, and process known errors
- Create and assign solution database entries
- Search from the Applications list
- Search for incident requests, problem investigations, known errors, solutions, and other related data
- Create reports and flashboards (KPIs) using business metrics
- Modify user profiles
- Create and view broadcasts and reminders
- User knowledge of the Microsoft Windows graphical user interface (GUI)
This BMC Remedy - Service Desk class is ideal for Service Desk Analysts, Problem Coordinators, Group Coordinators & Specialists