Service Request Management 8.x: Fundamentals for Administrators (ASP)
Note: This course was formerly titled, BMC Service Request Management 8.1: Administering and Configuring
BMC Service Request Management (SRM) enables IT department and other business departments to easily define available services, publish those services in a service catalog, and automate fulfillment of those services for the user community.
This five-day assisted self-paced training course provides SRM administrators and developers with the concepts and hands-on experience to incorporate best practices when administering and configuring the BMC Service Request Management solution.
In this course, participants will analyze, determine, and perform the necessary steps to administer, configure, and integrate BMC Service Request Management to support the corresponding business processes.
All Assisted Self-paced courses can also be delivered as private, instructor-led courses dedicated to a single customer. Please contact your Education Sales Rep or education@bmc.com for information on this option.
Major release:
BMC Helix ITSM 8.x
Good for:
Administrators, Developers
Course Delivery:
Assisted Self-Paced | 40.00 hours
Course Modules
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Service Request Management (SRM) Overview
- Introducing SRM
- SRM Components
- SRM Reporting
- Online Documentation Portal
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Creating the Service Catalog: Questions and AOTs
- SRD Components
- Creating Questions
- Creating AOTs
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Creating the Service Catalog: PDTs and SRDs
- Creating PDTs
- Creating SRDs
- Product Ordering
-
Foundation Data and SRM Users
- Companies and Categorizations
- Support Groups and People
- SRM User Roles and Consoles
-
Service Request Designer
- Service Request Designer – Overview
- Creating the Service Catalog – Other Features
-
Entitlements and Packages
- Entitlements and Packages – Overview
- Managing Entitlements
- Using Packages
- On Behalf Of Management
-
SRM Configuration
- Surveys and Service Catalogs
- Other SRM Configuration Features
-
SRM Approvals and Assignments
- SRD Approvals
- SR Approvals
- Email-based Approvals
- Assignments
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Other SRM Administrative Tasks
- Using the Import Export Console
- Rebranding the Request Entry Console
- Troubleshooting Common Issues
-
Process Designer: Overview and Implementing Processes in SRM
- Process Designer: Overview
- Implementing Processes in SRM
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Service Implementation Planning
- Services Baseline Analysis
- Service Blueprint Workshop
-
Appendix A: Using Advanced Interface Forms
- Advanced Interface Forms
- Creating Advanced Interface Forms