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BMC Remedy with Smart IT 1.x: Fundamentals for Users (WBT)

This web-based course is for BMC Remedy with Smart IT users (Service Desk agents, Specialists, or Managers) to familiarize them with this next-generation BMC Remedy IT Service Management (BMC Remedy ITSM) user experience.

This course is based on version 1.5 of BMC Remedy with Smart IT (Smart IT), which is an intuitive, and elegant Service Desk experience that enables a more knowledgeable and collaborative workforce organized around IT roles. Smart IT is also available on mobile devices.

This training will give the learners an overview of the Smart IT main features before they begin to use them in real time.

At the end of the course, the learners will be equipped with the knowledge to easily work with tickets, knowledge articles, assets, and the main features of Smart IT; both on the Universal client and mobile devices.

Major release:

BMC Helix ITSM 1.x

Good for:


Course Delivery:

Web Based Training (WBT) | 2 hours

Course Modules

  • Introduction to BMC Remedy with Smart IT
    • Overview of BMC Remedy with Smart IT
    • Main features of Smart IT
    • Mobile device compatibility and benefits for Smart IT
    • Browsers and mobile devices compatible with Smart IT
    • Other BMC products compatible with Smart IT
    • List the other application functions supported in Smart IT
    • Smart IT personas and permissions
    • Responsibilities of different Smart IT roles
    • Smart IT Dashboard functionality
  • Service Desk with Smart IT
    • Ticket Console and performing common actions
    • Smart Recorder functionality
    • Creating a ticket using Smart Recorder
    • Creating new incident tickets, problem investigations, or known errors
    • Filtering, viewing, and updating tickets
    • Relating other items to a ticket
    • Viewing an existing knowledge article to resolve a ticket
    • Searching for a knowledge article
    • Creating a new knowledge article from a ticket
    • Smart IT functionality available on Apple Watch
    • Sending email messages directly from a ticket
    • Attaching items in an email
    • Chat functionality in Smart IT
    • Creating broadcast messages
  • Change Management with Smart IT
    • Change request phases in Smart IT
    • Creating change requests in Smart IT
    • Features of Smart IT Change Management such as Impact Analysis, the Change calendar, and Collision management
    • Approving change requests
    • Adding Ad hoc approvers
  • Knowledge Management with Smart IT
    • Viewing knowledge articles
    • Creating knowledge articles
    • Editing and sharing knowledge articles
    • Flagging knowledge articles
    • Searching for duplicate knowledge articles
    • Approving knowledge articles and viewing other approvers
    • KCS framework and its roles and responsibilities
    • Knowledge menu components (KCS Coach only)
    • Assessing knowledge articles
    • Creating Article Quality Index (AQI) Assessment questions
    • KCS report generation
  • Asset Management with Smart IT
    • BMC Asset Management overview
    • Asset Management personas in Smart IT
    • Asset Console and asset profiles in Smart IT
    • Smart IT asset types and sub types
    • Creating and updating assets in Smart IT
    • Relating an asset to another asset
    • Creating tickets from an asset
    • Receiving and scanning assets using mobile devices
    • Moving assets to inventory using Smart IT