BMC Remedyforce: Fundamentals for Administrators – Part 2
BMC Remedyforce is everything you need in an IT help desk, without the hassle of hardware.
This course combines classroom instruction with laboratory exercises to provide the knowledge and critical skills necessary to administer BMC Remedyforce, with major focus placed on Administration, Incidents, Knowledge Management, Tasks, Broadcasts, Change Management, Problem Management, Service Request Management, Self Service, CMDB, Service Level Management, and Reporting and Dashboards.
Major release:
BMC Helix Remedyforce
Good for:
Administrators
Course Delivery:
Instructor-Led Training (ILT) | 24 hours
Course Modules
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Module 1: Introduction
- Overview of Remedyforce
- Registering for a Trial Environment
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Module 2: Configure Application
- Templates
- Categories
- Category Types
- Impact, Urgency, Priorities
- Actions
- Status
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Module 3: Templates
- Incident Templates
- Task Templates
- Change Templates
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Module 4: Assignment
- Suggested Owners
- Assignment Automation
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Module 5: Business Hours
- Holidays
- Business Hours
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Module 6: Service Agreements
- SLAs
- Service Targets
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Module 7: Manage Users
- Clients and Users
- Licenses and Profiles
- Permission Sets
- Queues
- Data Segregation with Roles
- Accounts
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Module 8: Remedyforce Console
- Salesforce Sidebar
- Console Options
- Main Logo
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Module 9: CMDB
- Asset v CI Management
- List Views
- Data Loader
- Reconciliation
- Locations
- Models
- Normalization
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Module 10: Self Service
- Request Definitions
- Approval Process
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Module 11: Workflow and Customization
- Remote Site
- Validation Rules
- Custom Fields
- Field Sets
- Workflow Rules
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Module 12: Dashboards and Reports
- Custom Reports
- Adding Reports to Dashboards