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

Delivery Options

Private Group Training

Our identity is rooted in delivering exactly what our clients need.

  • Pre-course call with your trainer
  • Customisation of the learning experience to achieve your goals -
    • Bespoke outlines
    • Practical hands-on exercises containing data / scenarios recognisable to the learners
  • Training scheduled on a date of your choice
  • Delivered online, onsite/classroom or hybrid by experts sharing real world experience

Private Group Prices RRP from £5700 online delivery, based on a group of 2 delegates, £1800 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.

Contact us for an exact quote and to hear our latest promotions


Public Training

Please see our public courses

Provisional Upcoming Courses (Contact Us For More Information)

Related Categories