BMC Helix ITSM - Incident Management 20.x: Fundamentals Using (WBT)

BMC Service Desk uses automated, ITIL® compliant Incident Management and Problem Management processes to help IT organizations respond quickly and efficiently to conditions that disrupt critical services. The Incident Management process focuses on getting users up and running after disruptions. The Problem Management process focuses on determining the root cause of a problem, and on using the Change Management process to correct the root cause. BMC Service Desk provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents.

This course provides you with a detailed understanding of the Incident Management process and its sub processes. You will learn about the procedures, terminology, roles and responsibilities involved, and the chief functionality of the Incident Management process.

IT Infrastructure Library® and ITIL® are registered trade marks of Axelos Limited.

NOTE: The content of this course is focused on using Incident Management with Mid Tier. To learn how manage tickets using Smart IT, BMC recommends that you take the BMC Helix ITSM – Smart IT 19.x: Fundamentals Using (WBT) course.