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BMC Remedyforce: Service Level Management (WBT)

The BMC Remedyforce: Service Level Management online course is designed for BMC Remedyforce staff users and Change Managers. This self-paced course introduces participants to the concepts and procedures of Service Level Management, agreements, and service targets. These concepts and procedures will help Change Managers to create and manage agreements, and configure service targets, in BMC Remedyforce.

  • Key Roles
  • Course Objectives
  • Syllabus

Administrators

  • Install, configure, and customize BMC Remedy force
  • Perform system-level troubleshooting
  • Set up users and Sales force organization
  • Grant permissions to users
  • Manage workflows, approvals, and other processes
  • Configure email conversation, knowledge articles, dashboard, and reports
  • Manage licenses and storage
  • Configure the console layout

Change Managers

  • Manage a Change Approval Board that is responsible for accepting or rejecting
  • Change Requests
  • Create and manage Change Requests
  • Assesse Change Requests
  • Create and view change schedule
  • Send Change Requests through the appropriate stages of the change management process or send notifications at each stage of the change process
  • Close a rejected Change Request

Release Coordinators

  • Create and manage Release records
  • Use Release manifest

Staff Users

  • Create and manage Incidents and Tasks
  • Assign Incidents and Tasks to the appropriate queue or staff user
  • Resolve requests
  • Create and manage Problem records
  • Track the progress of requests
  • Handle Incident escalation
  • Close requests

Client Users

  • Report issues to the service desk or submit a request
  • Track the status of open Incidents and service requests
  • Search for solutions in self-help articles to resolve common issues based on previous solutions
  • View a list of commonly used service requests or tickets
  • Update profile information
  • Define Service Level Management
  • Work with Service Level Management
  • Explain service targets
  • Manage service targets
  • View the service targets of Incidents, Problems, and Change Requests
  • Create agreements
  • View agreements and their components
  • Use QuickViews

1. SERVICE LEVEL MANAGEMENT 

  • Working with Service Level Management 
  • Working with Service Targets
 BMC
  • Course Code: SPPT-RFSM-0100
  • Duration : 1 Hour
  • Certified by: BMC

The BMC Remedyforce: Service Level Management online course is designed for BMC Remedyforce staff users and Change Managers. This self-paced course introduces participants to the concepts and procedures of Service Level Management, agreements, and service targets. These concepts and procedures will help Change Managers to create and manage agreements, and configure service targets, in BMC Remedyforce.

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