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Remedy IT Service Management 9.x: Upgrade Fundamentals (WBT)

This course will explain the new features available in Remedy 9 and how those features impact the upgrade process. You will learn how to efficiently upgrade from Remedy 7.x or Remedy 8.x to Remedy 9.x by learning the best practices that BMC uses to upgrade, and strategies to avoid common problems. You will learn by watching videos and listening to lectures from BMC experts. When you complete this course, you will have the skills needed to shorten the time it takes to perform the upgrade, and therefore reduce the cost of the upgrade.

Major release:

BMC Helix ITSM 9.x

Good for:

Administrators, Users

Course Delivery:

Self Paced | 2.0 hours

Course Modules

  • Use Cases
    • Improving the User Experience: [1] Formless ticket creation [2] Knowledge Centered Support (KCS) [3] Innovative self-service [4] Smart Recorder [5] Guided change requests [6] Collaboration
    • Smart Reporting
    • Remedy Single Sign-On (RSSO)
    • Platform only upgrade option
    • Performance enhancements
  • Project Planning Techniques
    • Introduction to the AMIGO program
    • Upgrade analysis
    • Upgrade process project plan and phases
    • User Acceptance Test (UAT) plan
    • Go-Live plan
  • Technical Topics
    • Explain upgrade paths for version 7.x and 8.x
    • Pre-checks using the Configuration Checker utility
    • Pre-upgrade steps
    • AR Customization Reconciliation tool
    • Use Case demonstrations: [1] Invalid Asset Attribute mappings [2] CMDB denormalization [3] Upgrade error messages