Course Overview
Businesses are increasingly dependent on customer-facing applications to be competitive. This course gives students an in-depth understanding of the end user-facing IT services and technical service catalog.
With BMC Service Request Management (SRM), you will gain knowledge of the concepts and hands-on experience to incorporate best practices when administering and configuring the BMC Service Request Management solution. With BMC Helix Digital Workplace, you will learn how to raise a service request for yourself and a proposal on behalf of someone else, view notifications and approve/reject a bid.
In this course, participants will analyze, determine, and perform the necessary steps to administer, configure, and integrate BMC Service Request Management and BMC Helix Digital Workplace to support the corresponding business processes. Smart IT enables a collaborative workforce organized around IT roles, not modules.
Prerequisites
BMC Helix ITSM - Smart IT 20.x: Fundamentals Administering
Audience Profile
Users, Administrator
Learning Objectives
- Understand BMC’s Self Service Consoles
- Understand how SRM components are integrated
- Identify the SRM reports and generate them using the Report Console
- Understand the Service Catalog and Service Request Definitions (SRDS)
- Understand the Process Definition Template (PDT) architecture
- Describe how to add and map questions to SRDs
- Submit a service request using Digital Workplace End User Console
- Understand how to configure SRD levels
- Using Smart IT functionality in resolving tickets
- Understand how to manage entitlements
- Understand how to use the On Behalf Of (OBO) functionality
- Understand how to set up satisfaction surveys
- Configure and use the SRD ad hoc approval process
- Configure and use approver mappings for the SRD Level approval process
- Verify and compare SRD approval processes
- Import SRDs, configuring and verifying them for production usage
- Localize and export SRDs
Content Outline
- Service Request Process
- Submitting Service Requests
- Accessing SRM User Roles and Consoles
- Critical Components of Service Catalog
- Managing Questions
- Creating Application Object Template
- Creating Process Definition Templates
- Creating Service Request Definitions
- Setting up Service Requests
- Enabling and Mapping Surveys
- Configuring Navigational Categories
- Entitlements Overview » Managing Entitlements
- Using On Behalf Of (OBO) Functionality
- Service Request Approvals
- Assignments
Overview of Import Export Console
FAQs
A: Automation, service management, DevOps, workflow orchestration, AIOps, and security are just a few of the many uses for which BMC Software's products are created.
A: Infrastructure and operations (I&O) managers, in particular, are given enhanced support for the production environment by IT operations organisations through the use of IT service management (ITSM) tools. The duties and workflows involved in managing and providing high-quality IT services are made easier by ITSM solutions.
A: Radiant team of experts would be available via the email Support@radianttechlearning.com to answer your technical queries, even after the training program.
We also conduct a 3 – 4 hours online session after two weeks of the training program to respond to your queries & project assigned to you.
A: Today, IT is one of the most lucrative career fields in the world. While other industries may see declines in positions and employment opportunities, almost anything in the IT sector shows steady job growth and well-above-average compensation and salaries for employees.
A: This online course provides BMC Helix ITSM application administrators with an introduction to ITSM application administration. It introduces the architecture and common configuration elements of the BMC Helix ITSM applications, including Problem Management, Incident Management, Change Management, and Asset Management.
A: We recommend you attend the live session to practice & clarify the doubts instantly and get more value from your investment. However, if, due to some contingency, you have to skip the class, Radiant Techlearning will help you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.
A: Radiant Techlearning is open to fresh suggestions and consistently advocates for an innovative strategy that makes learning simple and efficient. We have a strong team of highly skilled and accredited technology consultants, trainers, and developers who support the combination of hands-on training with creative thinking to enhance technical abilities.
Our training courses emphasise application, and 70–80% of them involve using hands-on training resources. Our training programme emphasises individual interaction with each participant, the most recent curriculum material, on-the-job training projects, and case studies.