Remedy IT Service Management (ITSM) Training Course

Introduction to Remedy ITSM

• Overview of the BMC Remedy ITSM Suite.
• Understanding ITSM and ITIL foundations.
• Remedy ITSM architecture and components.

Navigating Remedy ITSM

• User interface overview.
• Dashboard and reporting capabilities.
• Customising user preferences.

Incident and Problem Management

• Configuring Incident Management workflows.
• Best practices for handling incidents.
• Problem Management lifecycle and root cause analysis.

Change and Release Management

• Setting up Change Management processes.
• Assessing and managing risk in changes.
• Planning and executing releases.

Asset Management

• Asset lifecycle from procurement to retirement.
• Configuring the Asset Management module.
• Integrating asset management with other ITSM processes.

Service Level Management

• Defining and managing SLAs, OLAs, and UCs.
• Monitoring service performance.
• Reporting on service level compliance.

BMC Digital Workplace

• Enhancing user experience through self-service.
• Catalog management and service brokering.
• Automation and orchestration of service requests.

Administration and Customisation

• Basic administration tasks in Remedy ITSM.
• Customising forms and workflows.
• Introduction to ARS development.

Best Practices and Advanced Topics

• ITSM process optimisation.
• Advanced troubleshooting techniques.

Summary and Next Steps