BMC

BMC Service Request Management Training

BMC Service Request Management is the entry point from which IT customers can interact with the IT organization. In addition to service fulfillment through BMC Remedy Change Management or BMC Remedy Incident Management, BMC Service Request Management supports any generic work-order process.

BMC Education Services offers learning paths for key roles across industries and organizations. Select your role or area of interest.

Start Here:

  • Select Learning Path v8.x or v7.6 
  • BMC Education Services can provide your company with training tailored specifically to your company's BMC Service Request Management (SRM) implementation, helping your organization extend the value of its SRM investment.
v8.x Learning Path
Course Name Users Work Order
Managers
Work Order
Assignees
Service
Catalog Mgrs
Business
Relationship
Mgr
SRM
Administrators
SRM
Developers
ITIL®: Foundation  
BMC Remedy AR System 8.0: Foundation - Part 1 (ODL)      
BMC Remedy AR System 8.0: Foundation - Part 2        
BMC Remedy IT Service Management 8.0: Administering - Part 1 (WBT)    
BMC Remedy IT Service Management 8.0: Administering - Part 2          
BMC Work Order Management 8.0: Using (WBT)
BMC Service Request Management 8.1: Using (WBT)
BMC Service Request Management 8.1: Administering and Configuring      
- Required   - Recommended
 
v7.6 Learning Path
Course Name Work Order
Managers
Work Order
Assignees
Service
Catalog Mgrs
Business
Relationship
Mgr
SRM
Administrators
SRM
Developers
ITIL®: Foundation  
BMC Remedy AR System 7.5: Foundation - Part 1 (WBT)    
BMC Remedy AR System 7.5: Foundation - Part 2      
BMC Remedy IT Service Management 7.5: Administering - Part 1 (WBT)  
BMC Remedy IT Service Management 7.5: Administering - Part 2        
BMC Work Order Management 7.6: Using (WBT)
BMC Service Request Management 7.6: Administering and Configuring    
- Required   - Recommended
 
Key Roles
Role Responsibility
Users Service Request Management Users
• Submit service requests and issues through the Request Entry console
• Provide feedback on Knowledge Base articles
• Respond to request surveys

Business Managers
• Approve requests as the requester's manager
• Review the consolidated or individual status of service requests in the organization

Service Request Coordinators
Monitor requests, create requests on behalf of others, review request approval cycles, and troubleshoot requests
 
Work Order Managers • Create, plan and track work orders
• Synchronize work orders with service requests, create tasks, handle assignments and monitor support staff activity involved in implementing the work order
Work Order Assignees • Plan and implement assigned work orders
• Plan task schedules, execute tasks, review completed tasks and determine requester satisfaction with the overall work order
Service Catalog Managers • Also known as Request Catalog Managers
• Create and manage SRDs (the fulfillment process definitions within the service catalog)
Business Relationship Managers • Work with Service/Request Catalog Manager to define SRDs
• Negotiate and review service targets for requests
Service Request Administrators • Configure BMC Service Request Management to meet organization’s business needs
• May integrate a third-party application with BMC Service Request Management
Service Request Developers • Integrate and customize SRM forms
Other Training Opportunities
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Contact an Education Advisor.

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