Remedy IT Service Management (ITSM) Training Course

Introduction to Remedy ITSM

• Overview of the BMC Remedy IT Service Management Suite
• Foundational principles of IT Service Management and ITIL
• Architectural design and core components of Remedy ITSM

Interface Navigation in Remedy ITSM

• Overview of the user interface
• Dashboard functionalities and reporting capabilities
• Configuration of user-specific preferences

Incident and Problem Management

• Configuration of Incident Management workflows
• Best practices for incident resolution
• Problem Management lifecycle and root cause analysis

Change and Release Management

• Establishment of Change Management processes
• Risk assessment and management for proposed changes
• Release planning and execution strategies

Asset Management

• Asset lifecycle management from procurement to decommissioning
• Configuration of the Asset Management module
• Integration of asset management with other ITSM processes

Service Level Management

• Definition and administration of SLAs, OLAs, and UCs
• Monitoring of service performance metrics
• Reporting on service level compliance

BMC Digital Workplace

• Enhancement of user experience through self-service portals
• Catalog management and service brokering mechanisms
• Automation and orchestration of service requests

Administration and Customization

• Core administrative tasks within Remedy ITSM
• Customization of forms and business workflows
• Introduction to ARS development for government

Best Practices and Advanced Topics

• Optimization of ITSM processes for government
• Advanced troubleshooting methodologies

Summary and Next Steps