BMC Remedy IT Service Management 9.0: Administering

Descrição

Este curso de cinco dias se concentrará em quatro responsabilidades principais do Administrador Remedy: Planejamento, Opções Administrativas, Configuração e Solução de Problemas. Os alunos ganharão experiência prática com a Console Administrativa do AR System e a Ferramenta de Configuração de Nível Médio.

Este curso é aplicável aos clientes Remedy OnDemand e OnPremise. O público-alvo é alguém que usou o BMC Remedy AR System e possui uma compreensão básica de sua arquitetura. Os novos administradores são encorajados a tomar o curso BMC Remedy AR System 9.0: Conceitos para aprender os conceitos básicos e o idioma do BMC Remedy AR System.

Incluído neste curso é o exame opcional para BMC Accredited Administrator: BMC Remedy AR System 9.0.

Público alvo

ITSM Application Administrators

Pré-requisitos:

Remedy IT Service Management 9.0: Administrator Concepts (WBT)

Remedy AR System 9.1: Concepts (WBT)

Course Objectives

Describe ITSM application usage processes and roles

Identify ITSM architecture components

Create and configure companies, organizations, and locations

Create and configure support groups and people records

Define and configure categorizations, assignments, notifications, templates, and prioritizations

Define and configure TMS, and Atrium Service Context

Use the Data Management Job Console and Onboarding Wizard

Configure the Requester Console, Service Desk, Change and Release Management, and Asset

Management

Define and configure processes for BMC Remedy ITSM Process Designer

Identify and configure ITSM Archiving policies

Understand how to perform ITSM Troubleshooting

Course Modules

Module 1: Course Overview

Module 2: Application Users and Application Administrators

Application User’s Perspective

Application Administrator’s Perspective

Module 3: Foundation Data

Companies, Organizations, and Locations

Support Groups and People

Categorizations

Assignments

Module 4: Data Management

Data Management Concepts

Data Management Job Console

Onboarding Wizard

LDAP and Data Load

Data Wizard

Module 5: Requester Console Configuration

Requestor Console Configuration

Module 6: Notifications

Notification Engine

Configuring Notifications

Module 7: Service Desk Configuration

Incident Management Configuration

Problem Management Configuration

Module 8: Change and Release Management Configuration

Change Management Configuration

Release Management Configuration

Change Management Approval

Approval Administration

Release Management Approval

Module 9: Common Application Functionality

Overview of Incident Templates

Defining Incident Templates

Defining Change and Release Templates

Configuring Priorities

Task Management System

Configuring Task Management System

Working with Task Templates

BMC Atrium Service Context

Email Rule Engine Configuration

Module 10: Asset Management Configuration

Configuring CI Functionality

Configuring Financials

Configuring Software Licenses and Contracts

Module 11: BMC Remedy ITSM Process

Designer Configuration

Overview and Configuration

Creating and Mapping Processes

Process Tracker and Process Wizard

Other Process Designer Tasks

Module 12: ITSM – Archiving

Archiving Process

Module 13: Troubleshooting ITSM

Troubleshooting Data Management

Working with Log Files and the BMC Remedy ITSM Maintenance Tool

Troubleshooting BMC Remedy AR System Components

Additional Resources

Carga Horária

40 horas

Valor

Formato de Entrega

    
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