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BMC

BMC Helix ITSM 19.x: Fundamentals Administering - Part 2 (ASP)

BMC Helix ITSM is a powerful, industry leading service management platform and fueling your IT transformation with intelligent, people-centric user experiences that helps you work smarter. BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations. It also enables you to link your business services to your IT infrastructure to help you manage the impact of technology changes on business and business changes on technology — in real time and into the future

This course provides the application administrators with the concepts and hands-on experience to incorporate best practices when administering the BMC Helix ITSM applications. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer BMC Helix ITSM applications to support the corresponding business processes.

Note: This course does NOT include instruction on configuring or using Smart IT.

Major release:

BMC Helix ITSM 19.x

Good for:

Administrators

Course Delivery:

Assisted Self-Paced | 40 heures

Course Modules

  • Creating Content
    • Define views and its components
    • Various field types
    • Steps involved in view design methodology
    • Steps to create and edit a view
    • Steps to create a custom report
    • Steps to create a dashboard tab
  • Configuring BMC Remedy Smart Reporting
    • Steps to complete the configuration after onboarding of BMC Remedy Smart Reporting
    • Access Filters for reports
    • Steps to set row-level security variables
    • Steps to update cross-launch settings
  • BMC Remedy Smart Reporting Administration Console
    • Administration Console features and functionality including:
      • Main Panel items
      • Configuration and Administration options
      • Additional functionality available to a Super Admin
    • Updating view references to a custom view
    • Steps to create a view for an archive form
    • Geo Packs overview
    • Importing Storyboard themes
  • Additional Administrative Tasks
    • Configuration of BMC Remedy Smart Reporting log settings
    • Updating the Data Source connection password
    • Changing the frequency of the user sync job
    • Changing the BMC Remedy Smart Reporting Super Admin password
    • Setting up Audit Reports
    • Optimizing BMC Remedy Smart Reporting performance
    • Troubleshooting steps for most commonly observed Smart Reporting issues