BMC Helix ITSM - Smart IT 20.x: Fundamentals Using Problem Management (WBT)
Helix ITSM - Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile experience to enable a more knowledgeable and collaborative workforce organized around IT roles.
This course gives Smart IT Problem Management users an overview of the Smart IT main features and detailed Problem Management 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 problem management processes, the main features of Smart IT. They learn how to create, review, and close a problem investigation and a known error.
Major release:
BMC Helix ITSM 20.x
Good for:
Users
Course Delivery:
Web Based Training (WBT) | 4 hours
Course Modules
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Smart IT Personas, Permissions, and Access Control
- Smart IT personas and permissions
- Responsibilities of different Smart IT roles
- How access to tickets and resources works in Smart IT
- Explain BMC Remedy ITSM Data Access Model
- Explain Row-level security (RLS) and Hierarchical groups
- Impact of RLS and hierarchical groups on access to tickets and resources
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Smart IT Overview and Concepts
- Overview of Remedy with Smart IT
- Main features of Smart IT
- Access Smart IT
- Mobile device compatibility and benefits for Smart IT
- Smart IT Dashboard functionality
- Change Calendar
- Various Smart IT Search options
- Explain various Smart IT consoles
- Explain the Preset, Filters, and Bulk Actions features
- Discuss Activity and Update Feeds
- Pin and Unpin Feature
- Overview of Smart IT Knowledge Articles
- Smart Recorder Overview
- Various features and functionalities of Smart Recorder
- Create a new customer profile from Smart Recorder
- Smart Recorder and Call Log Events
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Records in Smart IT
- Record Details for Incident Tickets, Work Orders, Tasks, and Service Requests
- Record Details for Change Requests
- Record Details for Problem Investigation and Known Errors
- Record Details for Known Errors
- Explain various Categories
- How to assign tickets in Smart IT
- Change ticket assignment and status
- Explain Service Level Agreement (SLA) progress bar in Smart IT
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Task Management in Smart IT
- Tasks Overview
- Task Phase Management
- Review Task Phases
- Introduction to Task Template
- Add and Manage a Task
- Assign, Sequence, Implement, and Close Task
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Ways to Communicate in Smart IT
- Explain Broadcasts in Smart IT
- Set up and receive Broadcasts
- Email Functionality in Smart IT
- Send Email Messages from Tickets
- Attach Files and Knowledge Articles in Emails
- Chat Feature Overview
- Chat Feature: Keywords
- Use Microsoft Teams for ChatOps-type Interaction
- Use Live Chat with User
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Smart IT Problem Management Concepts, Processes, and Functional Roles
- Describe Service Desk
- Describe the primary goal of Service Desk
- Describe the business value of Service Desk
- Describe Problem Management goals and mission
- Describe Problem Management terminologies
- List various Problem Management roles and responsibilities
- Describe various Problem Management permissions
- Describe the Problem Investigation life cycle
- Explain the Problem Coordinator role, its responsibilities, and permissions
- Explain the role of the Problem Coordinator during the various Problem Investigation life cycle stages
- Explain the Specialist role, its responsibilities, and permissions
- Explain the role of the Specialist during the various Problem Investigation life cycle stages
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Registering a Problem Investigation
- Describe the Incident Request review procedure
- Explain the Incident Review phase
- Examine unreviewed Incident Requests
- Describe different ways to create a Problem Investigation
- Create a Problem Investigation from an Incident Request
- Create a Problem Investigation from New Menu
- Explain the Problem Investigation assignment and its types
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Analyzing Root Cause
- Describe the Root Cause Analysis procedure as a part of the Problem Investigation life cycle
- Discuss various steps involved in the Root Cause Analysis procedure
- Reviewing and updating problem records
- Recording solutions
- Updating Problem Investigations
- Proposing and implementing solutions
- Creating a Known Error
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Reviewing the Problem Investigation Results
- Review the Root Cause Analysis procedure
- Create a Known Error record
- Reassign a Problem Investigation for analysis
- Describe relationship and its types
- Establish Problem Investigation relationships
- Create a Change Request from a Problem Investigation or Known Error
- Relate a Knowledge Article to a Problem Investigation
- Record a Known Error and Root Cause in a Knowledge Article from a Problem Investigation
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Closing a Problem Investigation
- Review the Problem Closure procedure
- Verify the structural solution
- Close the Problem Investigation and Known Error
- Update a Problem Investigation and Known Error at an impasse
- Perform periodic checks