Remedy IT Service Management (ITSM)

• Basic understanding of IT service management principles
• Basic knowledge of IT operations and service support processes

Audience

• System administrators
• Service desk analysts
• IT professionals

BMC Remedy IT Service Management (ITSM) is an advanced software solution that provides a comprehensive set of tools and functionalities to help organizations manage their IT services more efficiently and effectively.

This instructor-led, live training (online or onsite) is aimed at intermediate-level IT professionals who wish to effectively use and manage the Remedy IT Service Management Suite for incident and problem management.

By the end of this training, participants will be able to:

• Understand the architecture and components of BMC Remedy ITSM.
• Configure and customize forms, workflows, and applications within Remedy.
• Implement effective incident and problem management practices.
• Manage change and release processes efficiently to minimize risks.
• Utilize BMC Remedy's asset management for comprehensive asset lifecycle management.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

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