icon_CloudMgmt icon_DollarSign icon_Globe icon_ITAuto icon_ITOps icon_ITSMgmt icon_Mainframe icon_MyIT icon_Ribbon icon_Star icon_User icon_Users icon_VideoPlay icon_Workload icon_caution icon_close s-chevronLeft s-chevronRight s-chevronThinRight s-chevronThinRight s-chevronThinLeft s-chevronThinLeft s-trophy s-chevronDown

BMC Helix ITSM - Problem Management 20.x: Fundamentals Using (WBT)

BMC Service Desk uses automated, ITIL® compliant Incident Management and Problem Management processes to help IT organizations respond quickly and efficiently to conditions that disrupt critical services. The Incident Management process focuses on getting users up and running after disruptions. The Problem Management process focuses on determining the root cause of a problem, and on using the Change Management process to correct the root cause. BMC Service Desk provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents.

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.

IT Infrastructure Library® and ITIL® are registered trade marks of Axelos Limited.

NOTE: The content of this course is focused on using Problem Management with Mid Tier. To learn how manage tickets using Smart IT, BMC recommends that you take the BMC Helix ITSM – Smart IT 19.x: Fundamentals Using (WBT) course.

Major release:

BMC Helix ITSM 20.x

Good for:


Course Delivery:

Web Based Training (WBT) | 4 Stunden

Course Modules