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BMC Remedy Knowledge Management 8.0: Using (WBT)

The BMC Remedy Knowledge Management 8.0 solution provides advanced knowledge management for extending the effectiveness and value of BMC Remedy IT Service Management applications, primarily BMC Remedy Incident Management and BMC Remedy Problem Management. The BMC Remedy Knowledge Management 8.0: Using course is fundamental for proper knowledge management. In this course, participants will learn vital knowledge management concepts and knowledge management best practices that will enable them to resolve issues quickly, accurately, and consistently. Participants will also learn how to successfully implement these best practices using the BMC Remedy Knowledge Management 8.0 application.

  • Key Roles
  • Course Objectives
  • Prerequisites
  • Syllabus

Users

Knowledge Users

  • Create and update articles
  • Move articles to one of the review statuses

Knowledge Viewers

  • View articles of the companies for which access is provided

Knowledge Submitters

  • Create articles and update them while they are in the In Progress status

Knowledge Administrators

  • Access, update, and cancel articles
  • View articles that are assigned to others
  • Change Assignee

Managers

  • Oversee the usage and implementation of BMC Remedy applications, as well as those that use the solution
  • May be a functional manager, line-of-business manager, or supervisor

Application Administrators

  • Configure and maintain BMC Remedy Knowledge Management data
  • Understand each role available within the application
  • Deploy the application to the Mid-Tier, if applicable

Developers

  • Maintain, deploy, and troubleshoot BMC Remedy Knowledge Management
  • Modify existing workflow or building additional workflow after extensive analysis
  • Identify benefits of effective knowledge management
  • Identify knowledge management best practices
  • Identify BMC Remedy Knowledge Management features and benefits
  • Describe BMC Remedy Knowledge Management architecture
  • Discuss the integration of BMC Remedy Knowledge Management with the BMC Remedy AR System server
  • Describe the BMC Remedy Knowledge Management article lifecycle and workflow
  • Identify various types of knowledge articles
  • Identify various user types and roles related to BMC Remedy Knowledge Management
  • Explain how to access the Knowledge Management Console
  • Describe various functional areas of the Knowledge Management Console
  • Describe how to create and view broadcasts
  • Explain how to apply custom settings in the Knowledge Management Console
  • Explain how to create and edit knowledge articles
  • Explain how to search for knowledge articles
  • Describe how to use the knowledge article functional areas for effective knowledge management
  • Describe how to generate predefined and custom reports
  • User knowledge of Microsoft Windows graphical user interface (GUI)

1. KNOWLEDGE MANAGEMENT: OVERVIEW

  • Introduction to knowledge management
  • Introduction to BMC Remedy Knowledge Management
  • BMC Remedy Knowledge Management architecture
  • Online documentation and community improvements

2. DESCRIBING KNOWLEDGE ARTICLES

  • BMC Remedy Knowledge Management article lifecycle
  • BMC Remedy Knowledge Management article workflow

3. NAVIGATING BMC REMEDY KNOWLEDGE MANAGEMENT

  • BMC Remedy Knowledge Management Console
  • Custom settings

4. CREATING AND SEARCHING FOR KNOWLEDGE ARTICLES

  • Creating and editing knowledge articles
  • Creating decision trees
  • Searching for knowledge articles

5. WORKING WITH KNOWLEDGE ARTICLES

  • Managing update requests, relationships, feedback, and assignment
  • Managing article visibility, revisions, history, and authoring notes
  • Working with the Functions section
  • Working with reports
 BMC
  • Course Code: SPPT-RKMU-0800
  • Duration : 2 Hours
  • Certified by: BMC

The BMC Remedy Knowledge Management 8.0 solution provides advanced knowledge management for extending the effectiveness and value of BMC Remedy IT Service Management applications, primarily BMC Remedy Incident Management and BMC Remedy Problem Management. The BMC Remedy Knowledge Management 8.0: Using course is fundamental for proper knowledge management. In this course, participants will learn vital knowledge management concepts and knowledge management best practices that will enable them to resolve issues quickly, accurately, and consistently. Participants will also learn how to successfully implement these best practices using the BMC Remedy Knowledge Management 8.0 application.

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