BMC Remedy Service Desk 7.5: Using Incident Management (WBT)

This online course provides incident support staff (service desk analysts and specialists) and incident support staff managers (group coordinators) with the information needed to use BMC Remedy Service Desk: Incident Management 7.5 to create and process incident requests.

Course Objectives

» Identify user roles associated with BMC Remedy Incident Management.
» Describe the BMC Best Practice Flow for Incident Management.
» Access and navigate the BMC Remedy Incident Management application.
» Identify and create incident requests.
» Assign incident requests.
» Review, process, and close incident requests.
» Search for incident requests, solutions, and other related data.
» Create reports using business metrics.

Course Details

Code: RSMG-IMUS-0750
Product: BMC Remedy Service Desk 7.5
Delivery: Web-Based Training (WBT)
Duration: 3 Hours
Audience: Incident Support Staff (Service Desk Analysts and Specialists) and Incident Support Staff Managers (Group Coordinators)
Prerequisites: User knowledge of the Microsoft Windows graphical user interface (GUI)