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BMC MyIT 3.x and BMC Remedy with Smart IT 1.x: Fundamentals for Administrators (ASP)

BMC MyIT and BMC Remedy with Smart IT provide a modern IT experience for delivering, managing, and consuming a service. While MyIT is for users, BMC Remedy with Smart IT is an intuitive, engaging interface that helps you deliver service from anywhere with the fully mobile experience and build engaged teams with embedded social and collaboration capabilities.

This course provides students with the information and hands-on lab exercises they need to begin configuring and administering BMC MyIT and BMC Remedy with Smart IT.

Included in this course is the examination for BMC Accredited Administrator: BMC MyIT 3.x and BMC Remedy with Smart IT 1.x.

Major release:

BMC Helix ITSM, BMC Helix Digital Workplace 1.x, 3.x

Recommended Prerequisites:

Good for:


Course Delivery:

Assisted Self-Paced | 40 hours

Course Modules

  • MyIT Architecture
    • Describe the MyIT architecture
    • Describe the architecture for MyIT OnDemand
    • Describe the MyIT system requirements
    • Describe Load Balancing and High Availability
  • MongoDB
    • Describe MongoDB
    • Describe a MongoDB Replica set
    • List the MyIT, Smart IT, and MongoDB installation process steps
    • List the MongoDB configuration steps
    • Describe how to restrict MongoDB access
    • Describe how to manage data in MongoDB
  • Integrating Applications with MyIT
    • Understand integration of MyIT with BMC Service Request Management
    • Understand integration of MyIT with the following BMC applications:
      • BMC Remedy IT Service Management (ITSM)
      • MyIT Service Broker
      • BMC HR Case Management
      • BMC TrueSight Operations Management
      • BMC Virtual Chat
  • Configuring MyIT
    • Enable map licenses
    • Set up administrator authentication
    • Set default service request definitions for MyIT
    • Localize titles and messages
    • Configure multitenancy
    • Describe how to check the status of important services
    • Explain how to set up email notifications
  • MyIT Administrative Tasks
    • Explain how to set up locations
    • Describe how to add assets and create actions
    • Describe how to add multiple assets:
      • By importing CSV files
      • By importing assets from BMC Atrium CMDB
  • Describe how to add services and create actions
  • Describe how to set up sections in Catalog
  • Other MyIT Administrative Tasks
    • Describe how to add services and create actions
    • Describe how to set up sections in Catalog
    • Describe how to use the MyIT Active User Report
    • Configure approvals for MyIT
    • Create how-to articles in MyIT
    • Explain how to import articles from BMC Knowledge Management
    • Set up the contacts, Help Desk, and Calendars
  • Troubleshooting MyIT
    • Describe how to work with logs
    • Run the Health Utility
    • Run the Diagnostic Utility
    • Perform some general troubleshooting tasks
  • Administering BMC Virtual Chat
    • Configure Self Service Portal
    • Configure Chat Server
    • Configure Virtual Agent Queries
    • Extend BMC Virtual Chat - Artificial Intelligence Markup Language (AIML)
  • BMC Remedy with Smart IT Overview
    • List the benefits and main features of BMC Remedy with Smart IT (Smart IT)
    • Explain the Smart IT architecture
    • List the supported applications and integrations
    • Identify the Smart IT interface and main functionality
  • Using Smart IT
    • Describe Smart IT roles and permissions
    • Identify the functionality for managing tickets and assets as a Smart IT user
    • Perform the different actions for managing tickets, assets, and People records in Smart IT
    • Describe the Knowledge Center Support (KCS) framework and its features
    • Perform different KCS-related actions
  • Administering Smart IT
    • Add custom fields to your views using Smart IT
    • Add dynamic menu fields to Smart IT views
    • Configure actions in Smart IT
    • Describe BMC Remedy Smart Reporting configuration in Smart IT
    • View active users in Smart IT
    • Describe and configure affected assets on incident tickets
    • Modify the notifications, automatic following, date and time display format, and application modules settings in Smart IT
    • Modify knowledge template styles
    • Rebrand Smart IT