BMC Helix ITSM - Knowledge Management 19.x: Fundamentals Using (WBT)
BMC Helix ITSM - Knowledge Management 19.02 provides advanced knowledge management for extending the effectiveness and value of BMC Helix ITSM applications, primarily BMC Incident Management and BMC Problem Management.
The BMC Helix ITSM - Knowledge Management 19.x: Fundamentals Using course is fundamental for proper knowledge management. In this course, participants will learn vital knowledge management concepts and knowledge management best practices that will enable them to resolve issues quickly, accurately, and consistently. Participants will also learn how to successfully implement these best practices using BMC Helix ITSM - Knowledge Management v19.02.
Major release:
BMC Helix Knowledge Management 19.x
Good for:
Administrators, Users
Course Delivery:
Web Based Training (WBT) | 2 hours
Course Modules
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Module 1: Knowledge Management – Overview
- Introduction to knowledge management
- Introduction to BMC Knowledge Management
- BMC Knowledge Management architecture
- Knowledge consumerization
- Online documentation and community improvements
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Module 2: Describing Knowledge Articles
- BMC Knowledge Management article lifecycle
- BMC Knowledge Management article workflow
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Module 3: Navigating BMC Knowledge Management
- BMC Knowledge Management Console
- Custom Settings
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Module 4: Creating and Searching for Knowledge Articles
- Creating and editing knowledge articles
- Creating decision trees
- Searching for knowledge articles
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Module 5: Working with Knowledge Articles
- Managing update requests, relationships, feedback, and assignment
- Working with the Functions section
- Working with Reports