BMC Helix ITSM – Smart IT 20.x: Fundamentals Using (WBT)
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 the main features of Smart IT.
Major release:
BMC Helix ITSM 20.x
Good for:
Users
Course Delivery:
Web Based Training (WBT) | 4 hours
Course Modules
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Module 1: Introduction to BMC Helix with 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
- Smart IT Dashboard functionality
- Adding feedback in Smart IT
- Excluding Global categories from the Category Search result
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Module 2: Service Desk with Smart IT
- Ticket Console and performing common actions
- Smart Recorder functionality
- Smart IT enhancements related to Smart Recorder, Activity Tab, and Search Capability
- Creating a ticket using Smart Recorder
- Creating a call log
- Creating new incident tickets, problem investigations, or known errors
- Ticket templates
- Filtering, viewing, and updating tickets
- 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
- Smart IT functionality available on Apple Watch
- Sending email messages directly from a ticket
- Attaching items in an email
- Chat feature in Smart IT
- Introduction to Self-Help
- Chat functionality in Smart IT
- Creating broadcast messages
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Module 3: 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
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Module 4: 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
- Release on Mobile
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Module 5: 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
- KCS report generation
- Generating and Interpreting KCS Reports
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Module 6: 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 sub types
- 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