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BMC Remedy Service Desk 8.0: Using (WBT)

The BMC Remedy Service Desk 8.0: Using online 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. This highly interactive course includes v8.0 examples, application demos, simulations, and quizzes to ensure users gain the knowledge necessary for v8.0 proficiency.

  • Key Roles
  • Course Objectives
  • Prerequisites
  • Syllabus

Support Staff

  • Manages support functions, plans, implements, and tracks assigned changes
  • Reviews the plan and schedule, including associated risks, impact, and cost
  • Provides accurate analysis and diagnosis of assigned incidents in order to restore service - this role can also include Problem Coordinators
  • Responsible for managing functions in the support organization or a process area
  • Approve and assign functions

Administrators

  • Grants administrator access to BMC Remedy ITSM Suite applications.Administrators are responsible for installing and maintaining BMC Remedy ITSM Suite applications and making changes within BMC Remedy ITSM

Project Decision Makers

  • A Project Decision Maker typically grants authority to make strategic, process, and functional decisions related to a project
  • 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)

1. INTRODUCTION TO SERVICE DESK 

  • BMC Remedy ITSM Suite and Service Desk overview
  • Incident Management roles and process flow 
  • Problem Management roles and process flow

2. NAVIGATING IT HOME PAGE AND CONSOLES

  • IT Home page and Service Desk consoles
  • ITSM social collaboration
  • ITSM Requester Console 
  • SRM Request Entry console

3. CREATING INCIDENT REQUESTS

  • Process and forms overview
  • Creating an incident request

4. RESOLVING INCIDENT REQUESTS

  • Investigating and diagnosing incident requests 
  • Resolving and closing incident requests

5. CREATING PROBLEM INVESTIGATIONS

  • Process and forms overview
  • Creating problem investigations
  • Assigning and searching problem investigations

6. ANALYZING AND CLOSING PROBLEMS

  • Root cause analysis
  • Analysis review and problem closure

7. USING COMMON FEATURES

  • Working with reports and flashboards
  • Working with tasks
  • Supplemental features
  • COURSE ASSESSMENT
 BMC
  • Course Code: SPPT-SDIP-0800
  • Duration : 5 Hours
  • Certified by: BMC

The BMC Remedy Service Desk 8.0: Using online 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. This highly interactive course includes v8.0 examples, application demos, simulations, and quizzes to ensure users gain the knowledge necessary for v8.0 proficiency.

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