Remedy Service Desk 9.0: Using (WBT)
The BMC Remedy Service Desk 9.0: Using (WBT) course consists of a series of individual web-based training courses that provide a comprehensive introduction to BMC Remedy Service Desk. Each of these individual courses provides information on core product and concepts, user roles and responsibilities, supplemental features as well as an introduction to the tasks performed by the different Incident Management and Problem Management roles.
This course includes the following web-based courses:
- BMC Remedy Incident Management 9.0: Concepts (WBT)
- BMC Remedy Incident Management 9.0: For Incident Analysts (WBT)
- BMC Remedy Incident Management 9.0: For Specialists (WBT)
- BMC Remedy Incident Management 9.0: For Group Coordinators (WBT)
- BMC Remedy Problem Management 9.0: Concepts (WBT)
- BMC Remedy Problem Management 9.0: For Specialists (WBT)
- BMC Remedy Problem Management 9.0: For Problem Coordinators (WBT)
- BMC Remedy Incident Management 9.0: Supplemental Features (WBT)
Major release:
BMC Helix ITSM 9.x
Good for:
Administrators, Users
Course Delivery:
Web Based Training (WBT) | 8.00 hours
Course Modules
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BMC Remedy Incident Management 9.0: Concepts
- Introduction to Incident Management
- Navigating the Incident Console
- Incident Form Overview
- Searching for Incident Requests
- Requesters, Service Owners, and On-Duty Managers
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BMC Remedy Incident Management 9.0: For Incident Analysts
- Incident Analysts Overview
- Registering Incident Requests
- Assigning Incident Requests
- Closing Incident Requests
- Additional Functionality
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BMC Remedy Incident Management 9.0: For Specialists
- Specialists Overview
- Resolving Incident Requests
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BMC Remedy Incident Management 9.0: For Group Coordinators
- Group Coordinators Overview
- Assigning Incident Requests
- Tracking Incident Requests
- Approving or Rejecting Solutions
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BMC Remedy Problem Management 9.0: Concepts
- Introduction to Problem Management
- Navigating the Problem Console
- Problem Management Forms Overview
- Searching for Problem Records
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BMC Remedy Problem Management 9.0: For Specialists
- Specialists Overview
- Root Cause Analysis
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BMC Remedy Problem Management 9.0: For Problem Coordinators
- Problem Coordinators Overview
- Reviewing Incident Requests
- Reviewing Results
- Closing Problem Investigations
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BMC Remedy Incident Management 9.0: Supplemental Features
- Introduction to Smart Reporting
- Using the Report Console
- Supplemental Features
- Working with Tasks