BMC Helix ITSM – Smart IT 20.x: Fundamentals Administering
Remedy with Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile service desk experience to enable a more knowledgeable and collaborative workforce organized around IT roles, not modules.
This course provides students with the information and hands-on lab exercises for configuring and administering Smart IT.
IMPORTANT: The BMC Certified Associate: Helix ITSM - Smart IT 20.x Online Exam examination is included in this course. Taking the exam and pursuing certification is optional. You will have one attempt to pass the exam. Retakes according to the BMC Certification Policy are available for an additional fee. Those who pass will receive the title of BMC Certified Associate: Helix ITSM - Smart IT 20.x.
Major release:
BMC Helix ITSM 20.x
Recommended Prerequisites:
Good for:
Administrators
Course Delivery:
Instructor-Led Training (ILT) | 16 hours
Course Modules
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BMC Helix ITSM Smart IT
- Introduction to Remedy with Smart IT
- Benefits
- Features
- Architecture
- Introduction to Remedy with Smart IT
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Getting Started with Smart IT
- Roles and permissions
- Navigating
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Configuring Screens and Provider Settings
- Screen Configuration
- Smart IT Admin Console
- Swarming Support in Smart IT
- Live Chat in Smart IT
- Smart IT Collaboration Tools
- Reports in Smart IT
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Configuration Parameters in Smart IT
- Server Group Configuration
- Centralized Configuration
- Configuration parameters
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Configuring Actions and Adding Custom Fields
- Administering URL Actions within Smart IT
- Adding Custom and Dynamic Menu Fields
- Adding Provider Actions
- Add a custom field to an Asset View
- Add actions to Asset view
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BMC Remedy IT Service Management Server
- Configuration from BMC Remedy IT Service Management
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Rebranding BMC Remedy with Smart IT
- Describe Multitenancy
- Rebrand Smart IT
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Troubleshooting and Tuning
- Smart IT Logs and General Troubleshooting
- Performance Tuning
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Latest Enhancements
- Smart IT enhancements related to:
- Knowledge articles configuration
- Smart recorder configuration
- Release management ticket
- Ticket console
- Security incidents
- Self-help content
- Asset search capabilities
- Smart IT enhancements related to: