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
Testimonials (8)
Being introduced to some technologies I wish I knew earlier.
Michel - Vanier College
Course - DevOps Practical Implementation and Tools
Trainer explainations and clarification is good and understandable
Gwisu - Tanzania Revenue Authority
Course - DevOps Fundamentals
Trainer's vast experience and knowledge on the subject
DENNIS - Tanzania Revenue Authority
Course - DevOps Fundamentals
The docker ready-to-use environment image. The balance between lectures and exercises.
Aurélien Petit - Prostep sp. z o. o.
Course - AWS DevOps Engineers
the Automation and speaking to different software packages
Eric Van Wyk
Course - Ansible for Experts
It really spoke to what we already have in our department
Letlotlo Miffi
Course - Ansible for Experts
The trainer was very well organized. He explained about all the tools required for the training in the beginning. The trainer happily clarified all the doubts and practical use cases were discussed.
Vivek Verma - Global Knowledge Network Training Ltd
Course - DevOps Practical Implementation and Tools
The trainer knew exactly what they were speaking about.