Remedy IT Service Management (ITSM) Training Course

Introduction to Remedy ITSM

• High-level overview of the BMC Remedy ITSM Suite
• Foundations of ITSM and ITIL frameworks
• Architectural design and core components of Remedy ITSM

Navigating the Remedy ITSM Interface

• Overview of the user interface
• Exploring dashboard features and reporting tools
• Tailoring user preferences for personal workflows

Incident and Problem Management

• Setting up Incident Management workflows
• Adopting best practices for incident resolution
• Understanding the Problem Management lifecycle and root cause analysis

Change and Release Management

• Establishing Change Management processes
• Evaluating and controlling risks associated with changes
• Strategic planning and execution of releases

Asset Management

• Managing the asset lifecycle from acquisition to decommissioning
• Configuring the Asset Management module
• Aligning asset management with broader ITSM processes

Service Level Management

• Establishing and overseeing SLAs, OLAs, and UCs
• Monitoring service delivery performance
• Generating reports on service level adherence

BMC Digital Workplace

• Improving user experience through self-service options
• Managing service catalogs and brokering services
• Automating and orchestrating service requests

Administration and Customization

• Essential administrative tasks within Remedy ITSM
• Customizing forms and workflow logic
• Introduction to ARS development concepts

Best Practices and Advanced Topics

• Optimizing ITSM processes for better outcomes
• Advanced troubleshooting methodologies

Summary and Next Steps