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BMC Helix ITSM - Smart IT 21.x: Fundamentals Administering (SPT)

BMC Helix ITSM: Smart IT provides the next-generation user experience for BMC Helix ITSM. Basic BMC Helix ITSM processes, such as creating tickets, viewing related items such as tickets, assets, or knowledge articles, and updating profile information, are now easier and quicker. The Smart IT user interface reduces the steps involved in performing these tasks. It provides an intuitive, social, and mobile service desk experience that enables a more knowledgeable and collaborative workforce organized around IT roles, not modules.

This course will guide the students through the basic concepts, features, and functionalities of Smart IT. They will develop skills in administering Smart IT using various configuration parameters.

IMPORTANT: This Self-Paced Training (SPT) course contains only a course instructor video that includes a demonstration of recorded lab exercises.

Major release:

BMC Helix ITSM 21.x

Good for:

Administrators, Consultant

Course Delivery:

SPT | 24 heures

Course Modules

  • Module 1: Introduction to BMC Helix ITSM - Smart IT
    • Introduction to Smart IT
      • Benefits
      • Features
      • Architecture
    • Smart IT Roles and Permission
      • Roles
      • Permissions
    • Navigating the Smart IT Interface
      • Dashboard
      • Global Search
      • Smart IT Consoles
      • Bulk Actions
      • Ticket Action
      • SLA Progress Bar
    • Introduction to Progressive Web Application
      • Overview
      • Advantages
      • Difference between PWA Feature Enabled or Not
      • Creating and editing Tickets
  • Module 2: Working with Configuring Parameters - Part 1
    • Working with Centralized Configuration
      • Overview
      • Accessing Server Group Configuration
    • Configuring Smart IT Consoles
      • Specify Smart IT Session Timeout
      • Configure Embedded Self-Help
      • PWA Settings
    • Configuring Smart Recorder and Global Search
      • Configure Number of characters
      • Create Call log events for Smart Recorder