Course Outline

Introduction to Remedy ITSM

  • Overview of BMC Remedy ITSM Suite
  • Understanding ITSM and ITIL foundations
  • Remedy ITSM architecture and components

Navigating Remedy ITSM

  • User interface overview
  • Dashboard and reporting capabilities
  • Customizing user preferences

Incident and Problem Management

  • Configuring Incident Management workflows
  • Best practices for handling incidents
  • Problem Management lifecycle and root cause analysis

Change and Release Management

  • Setting up Change Management processes
  • Assessing and managing risk in changes
  • Planning and executing releases

Asset Management

  • Asset lifecycle from procurement to retirement
  • Configuring Asset Management module
  • Integrating asset management with other ITSM processes

Service Level Management

  • Defining and managing SLAs, OLAs, and UCs
  • Monitoring service performance
  • Reporting on service level compliance

BMC Digital Workplace

  • Enhancing user experience with self-service
  • Catalog management and service brokering
  • Automation and orchestration of service requests

Administration and Customization

  • Basic administration tasks in Remedy ITSM
  • Customizing forms and workflows
  • Introduction to ARS development

Best Practices and Advanced Topics

  • ITSM process optimization
  • Advanced troubleshooting techniques

Summary and Next Steps


  • Basic understanding of IT service management principles
  • Basic knowledge of IT operations and service support processes


  • System administrators
  • Service desk analysts
  • IT professionals
 21 Hours

Number of participants

Price per participant