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BMC Remedy Incident Management 9.0: For Incident Analysts (WBT) - Details
Add to calendar 2017-01-01 09:00:00 2019-12-31 17:00:00 Africa/Abidjan BMC Remedy Incident Management 9.0: For Incident Analysts (WBT) Prerequisites BMC Remedy Incident Management 9.0: Concepts (WBT) Course Overview The BMC Remedy Incident Management 9.0: For Incident Analysts course gives you an elaborate insight of the Incident Analyst role in the Incident Manageme - false YYYY/MM/DD
Category Partner Training - BMC
Where: Web-based, - (US).
Date: -  
Time: -  
 
Event description:

Prerequisites

  • BMC Remedy Incident Management 9.0: Concepts (WBT)

Course Overview

The BMC Remedy Incident Management 9.0: For Incident Analysts course gives you an elaborate insight of the Incident Analyst role in the Incident Management process. In addition to a brief explanation of the Incident Request Lifecycle, this course will also give you a detailed walkthrough of the procedures that an Incident Analyst needs to perform.

Note:Other suggested training for the Incident Analyst role is BMC Remedy Incident Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommend that you take this training.

Course Objectives

  • Discuss the responsibilities of the Incident Analyst role
  • Discuss the role of an Incident Analyst in the Incident Request Lifecycle
  • List the permissions of an Incident Analyst
  • Explain the Incident Request Registration procedure performed by an Incident Analyst
  • Explain the different methods to create an incident
  • Explain First Call Resolution
  • Discuss incidents searching methods
  • Discuss accessing BMC Remedy Knowledge Management from an Incident form
  • Explain the Incident Assignment procedure performed by an Incident Analyst
  • Discuss assignment types  
  • Explain assigning and reassigning of incidents
  • Discuss recording the time spent working on incidents
  • Explain the Incident Request Closure procedure performed by an Incident Analyst
  • Discuss the methods to close an incident request
  • Explain how to reopen an incident request
  • Discuss how to relate incident requests with other record types
  • Discuss viewing, reviewing and updating incident requests

Dress Code: Business Casual

Registration options:
Add to cart Qty Ticket Name Ticket Price
BMC Remedy Incident Management 9.0: For Incident Analysts (WBT)  116.25
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