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Available Training Rooms

  • PRIVATE BATCH
  • PUBLIC PROGRAM
  • ON DEMAND
  • BLENDED

Course Details

  • Course Overview
  • Key Roles
  • Course Objectives
  • Prerequisites
  • Syllabus

The BMC Remedy Service Desk 8.0: Using online course provides service desk support staff (service desk analysts, problem coordinators, and specialists) and support staff managers (group coordinators) with the information needed to use BMC Remedy Incident Management and BMC Remedy Problem Management applications to create and process incident requests, problem investigations, known errors records, and solution database entries. This highly interactive course includes v8.0 examples, application demos, simulations, and quizzes to ensure users gain the knowledge necessary for v8.0 proficiency.

Support Staff

  • Manages support functions, plans, implements, and tracks assigned changes
  • Reviews the plan and schedule, including associated risks, impact, and cost
  • Provides accurate analysis and diagnosis of assigned incidents in order to restore service - this role can also include Problem Coordinators
  • Responsible for managing functions in the support organization or a process area
  • Approve and assign functions

Administrators

  • Grants administrator access to BMC Remedy ITSM Suite applications.Administrators are responsible for installing and maintaining BMC Remedy ITSM Suite applications and making changes within BMC Remedy ITSM

Project Decision Makers

  • A Project Decision Maker typically grants authority to make strategic, process, and functional decisions related to a project
  • Identify the components and terminology of BMC Remedy Service Desk
  • Identify the goals of both Incident Management and Problem Management
  • Identify user roles associated with BMC Remedy Service Desk
  • Describe the BMC Best Practice Flows for Incident Management and Problem Management
  • Recognize process states, stages, and status values for incident requests and problem investigations
  • Access, navigate, and customize the IT Home page
  • Access and navigate the BMC Remedy Service Desk applications and related consoles
  • Subscribe to RSS and Twitter feeds
  • Use built-in chat feature
  • Identify changes to BMC Remedy ITSM forms
  • Access service information
  • Describe and create incident requests
  • Assign incident requests
  • Review, process, and close incident requests
  • Describe and create problem investigations
  • Assign problem investigations
  • Review, process, and close problem investigations
  • Create, assign, and process known errors
  • Create and assign solution database entries
  • Search from the Applications list
  • Search for incident requests, problem investigations, known errors, solutions, and other related data
  • Create reports and flashboards (KPIs) using business metrics
  • Modify user profiles
  • Create and view broadcasts and reminders
  • User knowledge of the Microsoft Windows graphical user interface (GUI)

1. INTRODUCTION TO SERVICE DESK 

  • BMC Remedy ITSM Suite and Service Desk overview
  • Incident Management roles and process flow 
  • Problem Management roles and process flow

2. NAVIGATING IT HOME PAGE AND CONSOLES

  • IT Home page and Service Desk consoles
  • ITSM social collaboration
  • ITSM Requester Console 
  • SRM Request Entry console

3. CREATING INCIDENT REQUESTS

  • Process and forms overview
  • Creating an incident request

4. RESOLVING INCIDENT REQUESTS

  • Investigating and diagnosing incident requests 
  • Resolving and closing incident requests

5. CREATING PROBLEM INVESTIGATIONS

  • Process and forms overview
  • Creating problem investigations
  • Assigning and searching problem investigations

6. ANALYZING AND CLOSING PROBLEMS

  • Root cause analysis
  • Analysis review and problem closure

7. USING COMMON FEATURES

  • Working with reports and flashboards
  • Working with tasks
  • Supplemental features
  • COURSE ASSESSMENT

Audience

  • DEVELOPER
  • SYSTEM ANALYST
  • QA TESTER
  • BUSINESS ANALYST

Public Program Schedule

Course Name Duration Brochure Location Schedule Enroll
There is no upcoming Public Batch Schedule, you can ask for Private Batch or for On-Demand Learning

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FAQ

  • Why should I choose RPS?
  • I am working, is it possible to arrange the classes on weekends?
  • Please confirm if your office is open on weekends?
  • Can I get the courseware in advance before start of training?
  • What are the timings (class hours)?
  • How can I make the payment?
  • What is the mode of payment?
  • Candidate authorized RPS to charge $200. But the bank has charged $208. Why is this?
  • If we need training on one of the modules only how does that work?
  • How long before do we need to book the exams?
  • Where are your training centers available?
  • Can I pay the fee in installments?
  • What are the refund policies? Can i get my money back in case i am unable to attend the training?
  • Do you provide a bank loan facility?
  • 10+ years of Training Expertise
  • Certified instructors with industry standard experience
  • Tailor made training available
  • 6+ training Locations
  • 100000 + professional trained
  • Customer Satisfaction
  • Reliable and Most cost effective Training

Yes, we do offer weekend classes for professionals in group or 1-to-1 Training depending upon the technology.

The administrative and sales staff works on weekdays (Monday - Friday). System Admins and Operation team are available on all days.

Yes, after you have paid the booking amount (which will be non–refundable in this case). Booking amount depends on the technology selected.

Training timings are from 9 am to 5 pm.

You can send the deposit by any of the following methods:-

  • PayPal
  • Credit Card
  • Bank Transfer
  • Demand Draft
  • Cash
  • Purchase Order (in case of Corporates / Government).
  • If you are an International student, the registration amount of USD 200 can be paid by Bank Transfer or PayPal/PayUMoney . The balance amount has to be paid by traveler's cheque or cash after arrival in India. You can also pay the balance by PayPal. There is a surcharge of 4% in this case.
  • For Indian Resident students, the course fees including registration can be paid by Cash, Cheque, Demand Draft or Bank transfer.To Know more Please call +919883305050 or Email us at info@rpsconsulting.in for any of your queries.

Overseas credit card payments through PayPal involve a mark-up of up to 4% as surcharge.

We can provide customized 1-to-1 training for a technology as per your requirement.

Most exams can be booked once you are on the course (e.g. Microsoft, ITIL, VEEAM, EC-Council). Red Hat and some other exams have to be booked in advance.

Our training centers are available in Bangalore, Chennai, Hyderabad, Pune and Delhi.

We do not have facility to pay in installments

If the course fee has been paid for and RPS cancels the Course, a refund will be provided, else the courses are non-refundable.

We do not provide loan facility.

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