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BMC

BMC Helix Remedyforce 21.x: Fundamentals of Incident Management & Problem Management (WBT)

BMC Helix Remedyforce is a cloud-enabled IT Service Management solution that delivers Service Desk, Self-Service, and Inventory Management capabilities. This self-paced course introduces BMC Helix Remedyforce staff users to the features of Incident Management and Problem Management.

This course explains the concepts and procedures of Incident Management and Problem Management. These concepts and procedures will help staff users to create, manage, and work with incidents, tasks, broadcasts, and problem records in BMC Helix Remedyforce.

Major release:

BMC Helix Remedyforce 21.x

Good for:

Users

Course Delivery:

Self Paced | 2 hours

Course Modules

  • Using Incident Management
    • Remedyforce Console: Functional Areas
    • Incident Form: Functional Areas
    • Methods to create an incident
    • Steps to create an incident
    • Managing incidents
    • Apply templates to new and existing incident records
    • Create and manage tasks
    • Create and manage broadcasts
    • Perform Global search
  • Using Problem Management
    • Create and assign a problem record
    • View the Problem Management Alignability Process Model
    • Links records to a problem
    • Manage problem records