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BMC

BMC Helix ITSM - Smart IT 20.x: Fundamentals Using Knowledge Management (WBT)

Helix ITSM - Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile experience to enable a more knowledgeable and collaborative workforce organized around IT roles.

This course gives Smart IT Knowledge Management users an understanding of how to create, review, and use knowledge articles in Smart IT.

Major release:

BMC Helix ITSM 20.x

Good for:

Users

Course Delivery:

Self Paced | 1 horas

Course Modules

  • Working with Knowledge Articles
    • 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
  • Knowledge-Centered Support (KCS) Framework
    • KCS framework and its roles and responsibilities
    • Knowledge menu components (KCS Coach only)
    • Searching for duplicate knowledge articles
    • Creating Article Quality Index (AQI) Assessment questions
    • Assessing knowledge articles
    • KCS report generation
    • Generating and Interpreting KCS Reports