BMC

BMC Remedy Service Desk Training

BMC Remedy Service Desk is an incident and problem automated workflow solution that can cost-effectively reduce the number of incidents handled, improve resolution times, and prevent future incidents from occurring, while improving IT staff efficiency. Part of an integrated and industry-defining Service Management suite, BMC Remedy Service Desk provides embedded best practices and paves the way for Business Service Management (BSM) attainment.

BMC Education Services offers learning paths for key roles across industries and organizations.

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Skills Assessment
BMC Remedy Service Desk and Change Management 8.x: Skills Assessment

 

v9.0 Learning Path
Course Name Users Managers Application
Administrators
Application Developers
ITIL®: Foundation
BMC Remedy AR System 9.0: Concepts (WBT) (Coming Soon...)
BMC Remedy AR System 9.0: Administering (Coming Soon...)      
BMC Atrium CMDB 9.0: Foundation (WBT)   
BMC Remedy Incident Management 9.0: Overview (WBT)
BMC Remedy Incident Management 9.0: Concepts (WBT)    
BMC Remedy Incident Management 9.0: For Incident Analysts (WBT)     
BMC Remedy Incident Management 9.0: For Specialists (WBT)    
BMC Remedy Incident Management 9.0: For Group Coordinators (WBT)      
BMC Remedy Incident Management 9.0: Supplemental Features (WBT)    
BMC Remedy Problem Management 9.0: Overview (WBT)
BMC Remedy Problem Management 9.0: Concepts (WBT)    
BMC Remedy Problem Management 9.0: For Specialists (WBT)    
BMC Remedy Problem Management 9.0: For Problem Coordinators (WBT)    
BMC Remedy Problem Management 9.0: Supplemental Features (WBT)      
BMC Remedy IT Service Management Process Designer 9.0: Concepts (WBT)    
BMC Remedy IT Service Management 9.0: Administrator Concepts (WBT)      
BMC Remedy IT Service Management 9.0: Administering (Coming Soon...)      
BMC Remedy IT Service Management 9.0: Developer Concepts (WBT) (Coming Soon...)      
BMC Remedy IT Service Management 9.0: Development (Coming Soon...)      
BMC Remedy IT Service Management 9.0: What's New (WBT)    
- Required   - Recommended
 
v8.0 Learning Path
Course Name Users Managers Application
Administrators
Developers
ITIL®: Foundation
BMC Remedy AR System 8.0:Foundation - Part 1 (ODL)    
BMC Remedy AR System 8.0:Foundation - Part 2    
BMC Atrium CMDB 8.0.00: Administering – Part 1 (WBT)  
BMC Remedy Service Desk 8.0: Using (WBT)
BMC Remedy ITSM: Process Designer (WBT)      
BMC Remedy IT Service Management 8.0: Administering – Part 1 (WBT)  
BMC Remedy IT Service Management 8.0: Administering – Part 2    
BMC Remedy IT Service Management 8.1: What’s New for Users
BMC Remedy IT Service Management 8.1: What’s New for Administrators    
BMC Remedy with Smart IT 1.0: For Users (WBT)    
- Required   - Recommended
 
v7.6.04 Learning Path
Course Name Users Managers Application
Administrators
Developers
ITIL®: Foundation
BMC Remedy AR System 7.6.04:Foundation - Part 1 (ODL)    
BMC Remedy AR System 7.6.04:Foundation - Part 2    
BMC Atrium CMDB 7.6.04: Administering - Part 1 (WBT)  
BMC Atrium CMDB 7.6.04: Administering - Part 2      
BMC Remedy Service Desk 7.6.04: Using (WBT)
BMC Remedy IT Service Management 7.6.04: Administering - Part 1 (WBT)  
BMC Remedy IT Service Management 7.6.04: Administering - Part 2    
- Required   - Recommended
 
Key Roles
Role Responsibility
Users
  • Use BMC Remedy Service Desk to perform their own job
  • Understand how to use the application as it was designed, in such a manner that data entered and retrieved is accurate and applicable
Managers
  • Oversee the usage and implementation of BMC Remedy applications, as well as those that use the solution
  • May be a functional manager, line-of-business manager, or supervisor
Application Administrators
  • Configure and maintain BMC Remedy Service Desk data
  • Understand each role available within the application
  • Deploy the application to the Mid-Tier, if applicable
Application Developers
Or
Developers
  • Maintain, deploy, and troubleshoot BMC Remedy Service Desk
  • Modify existing workflow or building additional workflow after extensive analysis
Other Training Opportunities
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