BMC Remedy Service Desk Training Courses

Here are some of the best BMC Remedy Service Desk online and classroom courses that provide training to the service desk support staff and managers on all the information required to use the application successfully. The training course is based on the BMC Remedy Service 8.0 including modules related to both BMC Remedy Incident Management and BMC Remedy Problem Management. Participants will learn how to create and process incident requests, problem investigations, known errors and solutions. Also, enjoy the benefits of 100% placement assistance which will help you seek excellent job opportunities in multinational companies across USA. These excellent training institutes have expert trainers, industry relevant curriculum, robust infrastructure and world class facilities to deliver the BMC Remedy Service Desk curriculum. It is a very interactive course that consists of v8.0 examples, application demos, simulations, and quizzes to ensure participants gain the knowledge necessary for v8.0 proficiency. Assignments, case scenarios and hands-on lab exercises are also included in the training course to help students gain practical insights into the application. BMC Remedy Service Desk training is an introductory course designed to teach basic concepts and familiarize the student with the functionality of the product. A course completion certificate is also awarded to the successful candidates. Instructors fully focus on helping the students prepare for the BMC Remedy Service Desk certification exam which will definitely help to increase your visibility and credibility in the job market. Don’t miss to upgrade your skills by attending the popular job-oriented BMC Remedy Service Desk training & certification classes that will the necessary boost to your career.

The following learning outcomes are acquired by the students in BMC Remedy Service Desk training course.

• Identify the components and terminology of BMC Remedy Service Desk
• Identify the goals of both Incident Management and Problem Management
• Identify user roles associated with BMC Remedy Service Desk
• Describe the BMC Best Practice Flows for Incident Management and Problem Management
• Recognize process states, stages, and status values for incident requests and problem investigations
• Access, navigate, and customize the IT Home page
• Access and navigate the BMC Remedy Service Desk applications and related consoles
• Subscribe to RSS and Twitter feeds
• Use built-in chat feature
• Identify changes to BMC Remedy ITSM forms
• Access service information
• Describe and create incident requests
• Assign incident requests
• Review, process, and close incident requests
• Describe and create problem investigations
• Assign problem investigations
• Review, process, and close problem investigations
• Create, assign, and process known errors
• Create and assign solution database entries
• Search from the Applications list
• Search for incident requests, problem investigations, known errors, solutions, and other related data
• Create reports and flashboards (KPIs) using business metrics
• Modify user profiles
• Create and view broadcasts and reminders

It is divided into the following categories:

• Support staff
• Managers
• Users

• Service Desk Analyst
• Specialist
• Group Coordinator
• On-Duty Manager
• Service Owner
• User

• CRQ - identifies Change Request
• RLM –identifies Rebase
• TAS – identifies Tasks
• SDB – identifies Solution Database Entries
• INC – identifies Incidents
• PBI – identifies Problems
• PKE – identifies Known errors

These ongoing tasks help to keep the incident request record up-to-date with the latest information about the work being performed to resolve the incident. These on-going tasks include:

• Receiving notification of assignments
• Working with assignments
• Working with tasks
• Recording time worked on an incident request
• Creating work information entries
• Modifying work information entries

• Identification and classification
• Review
• Investigation and Diagnosis
• Resolution and Recovery
• Closed