Remedy ITSM (BMC)

Module 1: Introduction to BMC Remedy and Enterprise ITSM

• Enterprise ITSM landscape and BMC Helix/Remedy positioning
• BMC Remedy architecture: AR System, mid-tier, and database components
• ITIL processes supported by Remedy: incident, problem, change, and CMDB
• Navigating BMC Remedy IT Service Management suite

Module 2: Incident Management in Remedy

• Incident form: required fields, categorisation, and assignment
• Incident lifecycle: New, Assigned, In Progress, Pending, and Resolved
• Assignment rules: automatic routing to support groups
• SLA and OLA configuration: defining service level agreements in Remedy

Module 3: Problem and Known Error Management

• Problem investigation record: linking incidents and identifying root cause
• Known Error Database (KEDB): documenting workarounds and resolutions
• Problem lifecycle management: investigation, resolution, and closure
• Proactive problem management: trend analysis using incident data

Module 4: Change Management

• Change request types: standard, normal, and emergency changes
• Change lifecycle: draft, request for change, planning, approval, and closure
• Change approval workflows: configuring approval phases and groups
• Change calendar and conflict detection in Remedy

Module 5: CMDB and Asset Management

• BMC Atrium CMDB: configuration items and relationship classes
• CMDB data population: manual entry, discovery, and bulk import
• Reconciliation engine: merging data from multiple discovery sources
• Impact and dependency analysis using CMDB relationships

Module 6: Service Request Management

• Service Request Definition (SRD): building a service catalogue
• Process Definition Designer (PDD): workflow design for service requests
• Approval server integration: multi-level approval chains
• My IT self-service portal: end-user request submission and tracking

Module 7: Reporting and Administration

• Remedy reporting: standard and ad hoc report creation
• Flashboards: real-time dashboard configuration for service desk KPIs
• AR System administration: forms, workflows, and active links overview
• BMC Helix ITSM: cloud-native Remedy and migration considerations

Module 8: Capstone Project and Assessment

• Remedy incident and change management workflow configuration
• CMDB population and relationship mapping exercise
• Service catalogue build with approval workflow and SLA configuration
• Final assessment and course certification

Experience in the Industry Learn from BMC Remedy-certified ITSM consultants who have implemented and customised Remedy and BMC Helix ITSM for large enterprises in banking, telecommunications, and government sectors.

Backgrounds at the Top Our BMC Remedy trainers have delivered enterprise ITSM transformation projects at Fortune 500 companies and government agencies where Remedy is the backbone of IT operations management.

Clear & Effective Teaching Remedy incident, problem, change, and service request management, CMDB, SLA configuration, approval workflows, reporting, and BMC Helix migration are explained with real enterprise ITSM examples.

Hands-On Learning Focus Students configure Remedy workflows, manage CMDB records, build service catalogues, set up approval chains, and create Flashboard dashboards through structured hands-on lab exercises.

Up-to-Date Knowledge Trainers keep content current with BMC Helix ITSM cloud platform features, AI-driven service management capabilities, and evolving enterprise ITSM and ITIL 4 best practices.