BMC Helix ITSM - Problem 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 Problem Management process. You will learn about the procedures, terminology, roles and responsibilities involved, and the chief functionality of the Problem Management process.
IT Infrastructure Library® and ITIL® are registered trade marks of Axelos Limited.
NOTE: The content of this course is focused on using Problem 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.
BMC Helix ITSM 20.x
Self Paced | 4 hours
BMC Service Desk - Problem Management: Concepts
- Introduction to Problem Management
- Problem Console: Functional Areas
- Problem Management Forms Overview Methods to Search for Problem Records
BMC Service Desk - Problem Management: For Problem Coordinators
- Problem Coordinator Role: Overview
- Review Incident Requests
- Review Results
- Close Problem Investigations
BMC Service Desk - Problem Management: For Specialists
- Specialists Role: Overview
- Root Cause Analysis
BMC Service Desk - Problem Management: Supplemental Features
- KPI Flashboards
- View and Update Personal Profile
- Specify Application Preferences
- Create Broadcasts and Reminders
- Work with Tasks