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Remedy with Smart IT 1.3: Using and Administering (WBT)

BMC Remedy with Smart IT 1.3 (Smart IT) is a next-generation BMC Remedy IT Service Management (BMC Remedy ITSM) user experience, which makes the BMC Remedy ITSM processes such as creating tickets, viewing related items such as knowledge articles, and collaborating much easier and faster.

This course introduces participants to the key features and functionality of BMC Remedy with Smart IT, version 1.3. It also includes the features added to Smart IT 1.3 with Service Pack 1 (Smart IT 1.3.01).

This course details the functionality available in BMC Remedy with Smart IT 1.3 with respect to Service Desk, Change Management, Knowledge Management, and Administration. It is applicable primarily to the users and administrators of BMC Remedy with Smart IT 1.3. The participants will learn how to perform the prominent using and administrative tasks in BMC Remedy with Smart IT 1.3.

Major release:

Remedy ITSM 1.x

Good for:

Users

Course Delivery:

Self Paced | 2.00 heures

Course Modules

  • Introduction to BMC Remedy with Smart IT 1.3
    • BMC Remedy with Smart IT 1.3 concepts
    • BMC Remedy with Smart IT 1.3 features and functionality
    • Applications supported by BMC Remedy with Smart IT 1.3.01
    • BMC Remedy with Smart IT 1.3 roles and permissions
    • Functionality on the BMC Remedy with Smart IT 1.3 Dashboard
  • BMC Remedy with Smart IT 1.3 for Service Desk
    • Creating tickets with BMC Remedy with Smart IT 1.3 Smart Recorder
    • Creating tickets with BMC Remedy with the Smart IT 1.3 Create New menu
    • Searching, filtering, and updating tickets
    • Resolving a ticket using an existing knowledge article
    • Creating a knowledge article from a ticket
    • Identifying Smart IT features and settings on Dashboard
    • Collaborating through email and chat in Smart IT
  • BMC Remedy with Smart IT 1.3 Knowledge Management
    • KCS Framework in BMC Remedy with Smart IT 1.3
    • KCS user role and permissions
    • Managing flagged knowledge articles
    • Searching for duplicate knowledge articles
    • Creating knowledge articles
    • Assessing KCS knowledge
    • Creating, searching, and flagging knowledge articles
    • Reviewing your knowledge team's performance using KCS reports