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Remedy Incident Management 9.0: Overview (WBT)

The BMC Remedy Incident Management 9.0: Overview course provides you with the basic understanding of the Incident Management process. In addition, it gives you a glimpse of how Incident Management forms a part of the complete IT Service Management Suite. It also familiarizes you with the different consoles that are used in the Incident Management processes.

Major release:

BMC Helix ITSM 9.x

Good for:


Course Delivery:

Self Paced | 0.50 Stunden

Course Modules

  • Introduction to Incident Management
    • Components, terminology, and purpose of BMC Remedy IT Service Management Suite
    • BMC Remedy ITSM applications
    • Incident Management as part of BMC Remedy Service Desk
    • Benefits of Incident Management
    • Incident Request Lifecycle
    • Roles, responsibilities, and permissions related to BMC Remedy Incident Management
  • Accessing the Incident Console
    • BMC Remedy Action Request System
    • Functional elements of IT Home page
    • Functional elements of Incident Console
    • Other consoles integrated with Incident Management