Remedy IT Service Management (ITSM) Training Course

Overview of Remedy ITSM

• Introduction to the BMC Remedy ITSM Suite
• Foundational concepts of ITSM and ITIL frameworks
• Structural components and architecture of Remedy ITSM

Navigation within Remity ITSM

• Survey of the user interface environment
• Functionality for dashboards and reporting
• Adjustment of user-specific preferences

Incident and Problem Management

• Configuration of Incident Management workflows
• Efficient practices for incident resolution
• Lifecycle management for problems and root cause analysis

Change and Release Management

• Implementation of Change Management procedures
• Evaluation and mitigation of change-related risks
• Strategies for planning and executing releases

Asset Management

• Management of the asset lifecycle from acquisition to disposal
• Configuration of the Asset Management module
• Integration of asset management with broader ITSM processes

Service Level Management

• Establishment and oversight of SLAs, OLAs, and UCs
• Monitoring of service performance metrics
• Reporting on compliance with service level agreements

BMC Digital Workplace

• Improvement of user experience through self-service options
• Management of catalogs and service brokering
• Automation and orchestration of service requests

Administration and Customization

• Essential administration tasks within Remedy ITSM
• Modification of forms and workflows
• Introduction to ARS development for government

Best Practices and Advanced Topics

• Optimization of ITSM processes
• Advanced techniques for troubleshooting

Summary and Next Steps