BMC Helix ITSM - Smart IT 21.x: Fundamentals Administering
BMC Helix ITSM: Smart IT provides the next-generation user experience for BMC Helix ITSM. Basic BMC Helix ITSM processes, such as creating tickets, viewing related items such as tickets, assets, or knowledge articles, and updating profile information, are now easier and quicker. The Smart IT user interface reduces the steps involved in performing these tasks. It provides an intuitive, social, and mobile service desk experience that enables 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.
Major release:
BMC Helix ITSM 21.x
Recommended Prerequisites:
Good for:
Administrators, Consultant
Course Delivery:
Instructor-Led Training (ILT) | 24 hours
Course Modules
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Module 1: Introduction to BMC Helix ITSM - Smart IT
- Introduction to Smart IT
- Benefits
- Features
- Architecture
- Smart IT Roles and Permission
- Navigating the Smart IT Interface
- Dashboard
- Global Search
- Smart IT Consoles
- Bulk Actions
- Ticket Action
- SLA Progress Bar
- Introduction to Progressive Web Application
- Overview
- Advantages
- Difference between PWA Feature Enabled or Not
- Creating and editing Tickets
- Introduction to Smart IT
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Module 2: Working with Configuring Parameters – Part 1
- Working with Centralized Configuration
- Accessing Server Group Configuration
- Configuring Smart IT Consoles
- Specify Smart IT Session Timeout
- Configure Embedded Self-Help
- PWA Settings
- Configuring Smart Recorder and Global Search
- Configure Number of characters
- Create Call log events for Smart Recorder
- Working with Centralized Configuration
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Module 3: Working with Configuring Parameters – Part 2
- Configuring the Application Features and Ticket Forms Properties
- Enable security tickets
- Configuring Change Calendar
- Configuring the Application Features and Ticket Forms Properties
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Module 4: Performing Smart IT Integrations
- Configuring Live Chat
- Enable chat configuration
- Configuring Smart IT with a DWPC Service Request
- Configuring Live Chat
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Module 5: Performing Screen Configuration and Customization
- Configuring Screens and Other Properties
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Module 6: Adding Custom Fields
- Adding Custom Fields and Dynamic Menu Fields
- Adding custom fields
- Adding field to BMC Remedy AR System
- Adding Custom Fields and Dynamic Menu Fields
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Module 7: Configuring Actions
- Configuring URL Actions
- Configuring Provider Actions
- Configuring Asset Actions
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Module 8: Troubleshooting Smart IT
- Working with Smart IT Logs
- Smart IT and Data Access logs
- Working with AR Server Logs
- Troubleshooting Common Issues
- Common Performance Issues
- Working with Smart IT Logs