BMC Helix ITSM 22.x: Fundamentals Administering Applications
BMC Helix ITSM is a powerful, industry leading service management platform and fueling your IT transformation with intelligent, people-centric user experiences that helps you work smarter.
BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations. It also enables you to link your business services to your IT infrastructure to help you manage the impact of technology changes on business and business changes on technology — in real time and into the future
This course provides the application administrators with the concepts and hands-on experience to incorporate best practices when administering different BMC Helix ITSM applications. Using group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer the applications for BMC Helix ITSM to support the corresponding business processes.
This course is focused on learning how to administer applications with the configurations for Incident Management, Problem Management, Change Management, Release Management, Asset Management, and Task Management. Students will learn how to create tickets, define templates, configure rules, configure approvals, customize process flows, create service targets, and manage notifications.
Note: This course does NOT include instruction on configuring or using Smart IT
Major release:
BMC Helix ITSM 22.x
Good for:
Administrators, Consultant
Course Delivery:
Instructor-Led Training (ILT) | 24 hours
Course Modules
-
Service Desk Configuration
- Incident Management Overview
- Submitting a request from BMC Helix Digital Workplace
- Viewing Incident generated by the Service Request in Smart IT
- Incident Management Rules
- Managing CIs in Smart IT
- Problem Management Overview and Process
- Problem Management Rules
- Known Errors Overview
-
Change and Release Management Configuration
- Change Management Overview
- Change Request Risk Assessment
- Derived Risk Factors
- Change Rules
- Release Rules
- Activity Configuration Rules
-
Configuring Change and Release Management Approvals
- Approvals and Approval Phases
- Approval Groups
- Approval Processes
- Change Management Chain
- Approval Mappings
- Email-based Approvals
- Approval Overrides
- Release Milestones
- Release Approval Process
-
Configuring Custom Approval Process and Custom Approval Flows
- Approval Administration Console
- Process flow configuration
- Creating Custom Process flow
- Configuring Approval for a Custom Change Process flow
- Associating Custom Process flow with a Change Template
- Emergency Approval Process
-
Configuring Templates and Email Engine Rules
- Templates Overview
- Creating Incident Template
- Creating Change Template
- Creating Release Template
- Task Management Overview
- Relating Tasks to a Request
- Configuring Task Templates
- Configuring Task Phase Management
- Inbound Email Feature
- Configuring BMC Helix Email Rule Engine
- Out-of-the-box Email Use Case
-
Asset Management Configurations
- Asset Management Overview
- Asset Management Settings
- Configuration Items
- Configuring CI Unavailability Assignments
- Cost Categorizations
-
Exploring Service Level Management
- SLA Life Cycle Management
- SLA Review Periods
- Types of Service Targets
- Working of Service Targets
- Business Entity
- SLM Data Archiving
-
Managing Notifications
- Notification Engine
- Notification Events
- Notification Preferences
- Notification Messages
- Notification Process
- Configuring Change Notification Rules
- Configuring Release Notification Rules
- Configuring Activity Notification Rules
- CI Notifications
- Viewing Audit logs
- Email Notification Messages
- Broadcast Messages
- Smart IT Notification Events
- Configuring Notifications for Smart IT