BMC Helix ITSM - Smart IT 20.x: Fundamentals Administering (ASP)
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.
Major release:
BMC Helix ITSM 20.x
Recommended Prerequisites:
Good for:
Administrators
Course Delivery:
Assisted Self Paced (ASP) | 16 hours
Course Modules
-
BMC Helix ITSM Smart IT
- Introduction to Remedy with Smart IT
- Benefits
- Features
- Architecture
- Introduction to Remedy with Smart IT
-
Getting Started with Smart IT
- Roles and permissions
- Navigating
-
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
-
Configuration Parameters in Smart IT
- Server Group Configuration
- Centralized Configuration
- Configuration parameters
-
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
-
BMC Remedy IT Service Management Server
- Configuration from BMC Remedy IT Service Management
-
Rebranding BMC Remedy with Smart IT
- Describe Multitenancy
- Rebrand Smart IT
-
Troubleshooting and Tuning
- Smart IT Logs and General Troubleshooting
- Performance Tuning
-
Appendix A: 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: