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BMC Helix ITSM - Smart IT 22.x: Fundamentals Using (WBT)

BMC Helix ITSM: 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.

This course will give Smart IT Users an overview of the Smart IT main features before they begin to use them in real-time. At the end of the course, the learners will be equipped with the knowledge to easily work with tickets, knowledge articles, assets, and understand the main features of Smart IT.

Major release:

BMC Helix ITSM 22.x

Good for:


Course Delivery:

Web Based Training (WBT) | 4 hours

Course Modules

  • Introduction to Smart IT
    • Overview of BMC Helix with Smart IT
    • Main features of Smart IT
    • Accessing Smart IT
    • Mobile device compatibility and benefits for Smart IT
    • Smart IT personas and permissions
    • Responsibilities of different Smart IT roles
    • Adding feedback in Smart IT
    • Progressive Web Application functionality
    • New values in the Investigation Driver list
    • Reporting with BMC Helix Dashboards
  • Common Functionalities in Smart IT
    • Smart IT Dashboard functionality
    • Ticket Console and performing common actions
    • Filtering, viewing, and updating tickets
    • Managing and tracking major incidents
    • Analyzing service health and probable cause of an incident
    • Ticket assignment in Smart IT
    • Relating other items to a ticket
    • Viewing an existing knowledge article to resolve a ticket
    • Searching for a knowledge article
    • Creating a new knowledge article from a ticket
    • Chat feature in Smart IT
    • Introduction to Self-Help
    • Creating broadcast messages
  • Introduction to the Service Desk
    • Ticket details with Service Requests, Problem Investigations, and Known Errors
    • Creating Tickets with Smart Recorder
    • Creating call logs using Smart Recorder
    • Updating Ticket status in Smart IT
    • Adding tasks to Tickets
    • Assigning task
    • Rearranging task sequence
    • Creating problem investigation and a known error
  • Change Management with Smart IT
    • Change request phases in Smart IT
    • Creating change requests in Smart IT
    • Creating a change request by copying information from an existing ticket
    • Features of Smart IT Change Management such as Impact Analysis, the Change calendar, and Collision management
    • Approving change requests
    • Adding Ad hoc approvers
    • Editing a change request as a Change Submitter
  • Release Management with Smart IT
    • Overview
    • Release milestones
    • Release, Activity, and Tasks
    • Viewing Release tickets
    • Creating a Release Request using a template
    • Creating a Release ticket from scratch
    • Editing release tickets
  • Knowledge Management with Smart IT
    • Viewing knowledge articles
    • Creating knowledge articles
    • Editing and sharing knowledge articles
    • Flagging knowledge articles
    • Searching for duplicate knowledge articles
    • Approving knowledge articles and viewing other approvers
    • KCS framework and its roles and responsibilities
    • Knowledge menu components (KCS Coach only)
    • Assessing knowledge articles
    • Creating Article Quality Index (AQI) Assessment questions
    • Generating KCS report
  • Asset Management with Smart IT
    • BMC Asset Management overview
    • Asset Management personas in Smart IT
    • Asset Console and asset profiles in Smart IT
    • Smart IT asset types and subtypes
    • Creating and updating assets in Smart IT
    • Exploring asset relationships (Graphical CI Explorer)
    • Relating an asset to another asset
    • Creating tickets from an asset
    • Receiving and scanning assets using mobile devices
    • Moving assets to inventory using Smart IT
    • Replacing assets by using the Swap Asset action