BMC Remedy Incident Management 9.0- Concepts (WBT)

Duration

1 hour

Course Overview

The BMC Remedy Incident Management 9.0: Concepts course provides you with a detailed understanding of the Incident Management process and its sub processes. You will learn about the procedures, terminology, roles and responsibilities involved, and the chief functionality of the Incident Management process.

Target Audience

» Incident Analysts

» Specialists

» Group Coordinators

Learner Objectives

» Discuss BMC Remedy Incident Management as part of BMC Remedy Service Desk

» Describe the Incident Request Lifecycle

» Identify the roles, responsibilities, permissions, and terminology of Incident Management

» Describe the process states, stages, and status values for incident requests

» Explain how to access the IT Home page and identify its features and functionality

» Explain how to access the Overview Console and identify its features

» Discuss the Requester Console and its purpose

» Identify the functional areas of the Incident Console

» Identify the features and functionality available on the Incident form

» Identify various tabs on the Incident form

» Discuss the Archiving feature

» Discuss the search functionality in Incident Management

» Discuss the Requester role in the Incident Request Lifecycle

» Discuss the Service Owners role in the Incident Request Lifecycle

» Discuss the On‐duty Manager role in the Incident Request Lifecycle

Course Modules

Lesson 1: Introduction to Incident Management

» Identify BMC Remedy Incident Management as part of BMC Remedy Service Desk

» Describe the Incident Request Lifecycle

» Identify the roles, responsibilities, permissions, and terminology of Incident Management

» Recognize process states, stages, and status values for incident requests

Lesson 2: Navigating the Incident Console

» Describe how to access the IT Home page

and identify its features and functionality

» Describe how to access the Overview Console and identify its features

» Explain the purpose of the Requester Console

» Describe various functional areas of the Incident Console

Lesson 3: Incident Form Overview

» Identify the features and functionality available on the Incident form

» Identify various tabs on the Incident form

» Discuss the ITSM Archiving feature

Lesson 4: Searching for Incident Requests

» Identify different ways to search for incident requests

• – Show, Filter By, and Role fields
• – More Filter
• – Custom Search
• – Search Incident and Advanced Search
• – Advanced Search Bar

Lesson 5: Requesters, Service Owners, and On‐Duty Managers

» Explain the role of Requesters, Service Owners, and On‐Duty Managers in the Incident Request Lifecycle

Programme scope, delivery arrangements and suitability are confirmed during enquiry.