Remedy IT Service Management (ITSM) Training Course

Introduction to BMC Remedy ITSM for Government

• Overview of the BMC Remedy ITSM Suite for government agencies
• Understanding IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) foundations in a public sector context
• Architecture and components of the Remedy ITSM solution tailored for government operations

Navigating BMC Remedy ITSM for Government

• User interface overview designed to meet the needs of federal, state, and local agencies
• Dashboard and reporting capabilities to enhance transparency and accountability in public sector IT management
• Customizing user preferences to align with agency-specific requirements and workflows

Incident and Problem Management for Government

• Configuring Incident Management workflows to streamline response and resolution processes for government agencies
• Best practices for handling incidents in a public sector environment, ensuring efficient and effective service delivery
• Problem Management lifecycle and root cause analysis to prevent recurring issues and improve IT operations for government

Change and Release Management for Government

• Setting up Change Management processes to ensure controlled and auditable changes in government IT systems
• Assessing and managing risk in changes to maintain service reliability and security for government operations
• Planning and executing releases to deploy new services or updates efficiently within public sector organizations

Asset Management for Government

• Asset lifecycle management from procurement to retirement, tailored to meet the specific needs of government agencies
• Configuring the Asset Management module to track and manage IT assets effectively in a public sector setting
• Integrating asset management with other ITSM processes to enhance overall service delivery for government

Service Level Management for Government

• Defining and managing Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs) to ensure high-quality IT services in the public sector
• Monitoring service performance to meet or exceed established benchmarks and standards for government operations
• Reporting on service level compliance to provide transparency and accountability in public sector IT management

BMC Digital Workplace for Government

• Enhancing user experience with self-service capabilities to improve efficiency and satisfaction in government agencies
• Catalog management and service brokering to streamline the delivery of IT services within public sector organizations
• Automation and orchestration of service requests to optimize resource utilization and service delivery for government

Administration and Customization for Government

• Basic administration tasks in Remedy ITSM to ensure smooth operation and maintenance of the system in a public sector environment
• Customizing forms and workflows to align with agency-specific processes and requirements for government
• Introduction to ARS development to extend the functionality of Remedy ITSM for government agencies

Best Practices and Advanced Topics for Government

• ITSM process optimization to enhance service delivery and operational efficiency in public sector organizations
• Advanced troubleshooting techniques to resolve complex issues and maintain high levels of service reliability for government

Summary and Next Steps for Government