BMC Helix ITSM – Problem Management 19.x: Fundamentals Using (WBT)
BMC Service Desk provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents. It uses Incident Management and Problem Management processes to help IT organizations respond quickly and efficiently to conditions that disrupt critical services.
This course provides you with a detailed understanding of the Problem Management process. You will learn about the procedures, terminology, roles and responsibilities involved, and the chief functionality of the Problem Management process.
Major release:
BMC Helix ITSM 19.x
Good for:
Users
Course Delivery:
Web Based Training (WBT) | 3.5 Stunden
Course Modules
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BMC Service Desk – Problem Management: Concepts
- Introduction to Problem Management
- Problem Console: Functional Areas
- Problem Management Forms Overview Methods to Search for Problem Records
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BMC Service Desk – Problem Management: For Problem Coordinators
- Problem Coordinator Role: Overview
- Review Incident Requests
- Review Results
- Close Problem Investigations
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BMC Service Desk – Problem Management: For Specialists
- Specialists Role: Overview
- Root Cause Analysis
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BMC Service Desk – Problem Management: Supplemental Features
- KPI Flashboards
- View and Update Personal Profile
- Specify Application Preferences
- Create Broadcasts and Reminders
- Work with Tasks