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MyIT 3.x and Remedy with Smart IT 1.x: Administering and Configuring

This instructor-led course provides BMC MyIT application administrators with the information and experience they need to begin configuring the BMC MyIT applications, using the functionality provided through the BMC MyIT Administration Console.

It also covers the administration and configuration of BMC Remedy Smart IT.

Through a combination of lecture and hands-on lab exercises, you will learn how to perform the tasks of a MyIT Administrator and a Smart IT Administrator.

Included in this course is an optional examination for BMC Accredited Administrator: BMC MyIT 3.x and Smart IT 1.x.

Product Release:

Smart IT 3.x

Good for:

Administrators

Course Delivery:

Instructor-Led | 40.00 hours

Course Modules

  • Introduction to BMC MyIT
    • MyIT overview, benefits, and features
    • Enhancements in version 3.0
    • Integration with BMC MyIT Service Broker
    • Unified Catalog, installation, notification, and additional enhancements
  • Using MyIT
    • Overview of the User Console
  • BMC MyIT Architecture
    • Overview
    • Server architecture
    • Architecture for BMC MyIT OnDemand
  • MyIT Configuration
    • Enabling a map’s license
    • Obtaining a Google Maps license
    • BMC MyIT and BMC Atrium Single Sign-On
    • Setting up Administrator
    • Localizing titles and messages
    • Changing terminology and client functionality options
    • Making configuration changes to integrated applications
    • Configuring multi-tenancy
  • Deploying MyIT
    • Deploying the BMC MyIT application
    • Rebranding the BMC MyIT Universal Client
    • Disabling addition of attachments to requests
  • MyIT Common Use Cases
    • MyIT use cases: Check status and notifications; Find places and assets; Solve problems with self-help; Request services and apps; Report issues, updates, and appointment scheduling
  • Checking Status and Notifications
    • Checking status
    • Setting up email notifications
  • Finding Places and Assets
    • Setting up locations
    • Adding assets and creating actions
    • Adding multiple assets by importing CSV files
  • Solving Problems with Self help
    • Creating how-to articles
    • Importing articles from BMC Knowledge Management
    • Creating profile links to self-help resources
    • Adding QR codes to assets
    • Setting up the help desk and calendars
  • Requesting Services and Apps
    • Requesting services and apps
    • Integrating with BMC Service Request Management
    • Configuring categories and requests
    • Creating Quick Pick lists
    • Configuring Advanced Interface Forms for BMC MyIT
    • Setting up sections in the Unified Catalog
  • Reporting Issues and Updates
    • How to fix reporting issues from various consoles
  • BMC MyIT AppZone
    • BMC AppZone concepts and features
    • Architecture
  • MyIT Service Broker 3.0
    • What is MyIT Service Broker?
    • Use cases
    • Using Service Broker
  • Virtual Agent
    • MyIT Virtual Chat concepts and features
    • Using and configuring the Chat Console
    • Administering MyIT Virtual Chat
  • Troubleshooting MyIT
    • General troubleshooting
    • Increasing the query size
  • Introduction to BMC Remedy Smart IT
    • Smart IT concepts and features
    • Smart IT architecture and supported applications
    • 1.3.00 enhancements
  • Navigating Smart IT: Creating and Updating Tickets
    • Navigating the Smart IT interface
    • Creating tickets using Smart IT
    • Viewing and updating tickets
  • Smart IT: Change Management and BMC Problem Management
    • Creating and managing change requests using Smart IT
    • Creating and managing problem investigations
  • Smart IT: Knowledge Management-KCS-Assets-Notifications
    • Creating knowledge articles and KCS
    • Following and searching tickets, assets, resources, and people
    • Setting up broadcasts and sending email messages
  • Administering Smart IT
    • Adding custom fields to your views
    • Adding dynamic menu fields
    • Configuring actions in Smart IT
    • Out-of-the-box mandatory fields
    • Configuring notifications and automatic following for Smart IT
    • Rebranding Smart IT for the universal client
  • Troubleshooting Smart IT
    • Smart IT logs
    • General troubleshooting
    • Performance tuning recommendations