BMC Helix ITSM – Smart IT 19.x: Fundamentals Administering (ASP)
Remedy with Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile service desk experience to enable a more knowledgeable and collaborative workforce organized around IT roles, not modules.
This course provides students with the information and hands-on lab exercises for configuring and administering Remedy with Smart IT.
Major release:
BMC Helix ITSM 19.x
Recommended Prerequisites:
Good for:
Administrators
Course Delivery:
Assisted Self Paced (ASP) | 16 時間
Course Modules
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BMC Remedy with Smart IT Overview
- BMC Remedy with Smart IT introduction
- Benefits
- Features
- Architecture
- Current Version
- BMC Remedy with Smart IT introduction
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Using BMC Remedy with Smart IT
- Roles and permissions
- Accessing Smart IT
- Functional areas of the Smart IT Universal Client
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Configuring Screens and Provider Settings
- Configuring Screens
- Configuring the layout of a ticket profile
- Building expression to the fields
- Updating the property of fields
- Configuring widgets
- Configuring the title bar of the tickets
- Make configuration changes to integrated applications
- View active users in Smart IT
- Configuring Screens
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Configuration Parameters – Server Group Configuration and Centralized Configuration
- Methods to set global and local-level configurations
- Set configuration parameters using the Server Group Configuration form and the AR System Configuration Generic UI form
- Configuration parameters for Smart IT
- Steps to enable a Google map license
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Configuring Actions and Adding Custom Fields
- Configure URL actions
- Configure actions in Smart IT
- Add custom fields to your views using Smart IT
- Add dynamic menu fields to Smart IT views
- Configure Provider actions in Smart IT
- Add custom selection option to the OOTB selection fields
- Add a custom field to an Asset View
- Add actions to Asset view
- Package and deploy Smart IT customization and definitions
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BMC Remedy IT Service Management Server
- Modify notifications
- Create product and operational categories
- Validate the Row-level-Security (RLS) feature
- Validate and define hierarchical group access
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Rebranding BMC Remedy with Smart IT
- Describe Multitenancy
- Rebrand Smart IT
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BMC Remedy with Smart IT Troubleshooting and Tuning
- Discuss Smart IT logs
- List general troubleshooting steps
- List recommendations for performance tuning
- Recommendations for Global Search
- Set the FTS threshold
- BMC Remedy ITSM MSSQL indexes to improve performance for Ticket Console, Asset details, and Collision and Calendar request
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Appendix A: BMC Remedy with Smart IT 1902 Enhancements
- Smart IT enhancements related to
- Search capability
- Activity tab
- Provider actions based on logical expressions
- Landing page of the Universal Client
- Creation of a change request by copying information from an existing ticket
- Smart IT enhancements related to