This Remedy IT Service Management (ITSM) training is designed to help participants understand and effectively use BMC Remedy ITSM to manage IT services in alignment with ITIL best practices. The course covers Remedy ITSM architecture, incident, problem, change, release, and service request management, along with service level management, reporting, and operational workflows. Participants will gain hands-on experience to support, operate, and improve IT service delivery using Remedy ITSM.

• Understand the core concepts, architecture, and service management capabilities of BMC Helix ITSM for enterprise IT operations.
• Navigate ITSM modules, dashboards, tickets, workflows, and service management components efficiently.
• Manage incidents, problems, changes, service requests, and asset management processes effectively.
• Configure workflows, approvals, service catalogs, user roles, and access permissions.
• Generate reports, dashboards, analytics, and operational insights for service improvement.
• Improve service delivery, operational efficiency, compliance, and IT governance using ITSM best practices.

 • IT service desk professionals
 • Incident, problem, and change managers
 • IT operations and support engineers
 • ITSM administrators (functional level)
 • Organizations using or planning to implement BMC Remedy

 • Basic understanding of IT service operations
 • Familiarity with ITIL concepts is helpful
 • Interest in IT service management and support systems

 • Understanding Remedy ITSM architecture and components
 • Managing incidents and service requests
 • Handling problem and change management workflows
 • Using release and asset management concepts
 • Applying ITIL-aligned service processes
 • Monitoring service levels and KPIs
 • Using Remedy reports and dashboards
 • Improving IT service efficiency and compliance

By the end of this training, participants will be able to operate and manage IT service processes using Remedy ITSM effectively. Learners will gain strong fundamentals in ITIL-aligned service management, enabling them to support stable IT operations, improve service quality, and ensure compliance with organizational service standards.

Introduction to ITSM & Remedy Platform Overview
 • ITSM concepts and ITIL alignment
 • Overview of BMC Remedy ITSM suite
 • Remedy architecture and modules
 • User roles and navigation

Incident Management
 • Incident lifecycle and prioritization
 • Creating and managing incidents
 • Incident categorization and escalation
 • SLA impact and resolution tracking

Service Request Management
 • Service request concepts
 • Request fulfillment workflows
 • Using service catalogs
 • Approvals and notifications

Service Desk Operations Best Practices
 • Ticket handling efficiency
 • Communication and documentation
 • Knowledge usage basics
 • Operational best practices

Problem Management
 • Problem identification and analysis
 • Root cause analysis concepts
 • Known error records
 • Linking incidents and problems

Change Management
 • Change types and workflows
 • Risk and impact assessment
 • Change approvals and CAB
 • Change implementation and closure

Release Management Concepts
 • Release planning basics
 • Deployment coordination
 • Change and release alignment
 • Post-release review

Asset & Configuration Management Overview
 • CMDB concepts
 • Configuration items and relationships
 • Asset lifecycle basics
 • Data accuracy best practices

Service Level Management
 • SLA concepts and metrics
 • Monitoring service performance
 • Breach handling and reporting
 • Continuous service improvement

Reporting & Dashboards
 • Standard Remedy reports
 • Creating basic dashboards
 • Operational and management views
 • Data-driven decision making

Security, Roles & Access Control
 • User roles and permissions
 • Access control concepts
 • Data security best practices
 • Audit and compliance basics

Remedy ITSM Operations & Optimization
 • Process optimization techniques
 • Automation and workflow efficiency
 • Common operational challenges
 • ITSM maturity improvement

Remedy ITSM Capstone Workshop & Best Practices
 • Managing end-to-end ITSM scenarios
 • Handling incidents, changes, and requests
 • Applying ITIL best practices
 • Final workshop review and best practices

• ITSM Setup & Platform Navigation
• Incident, Problem & Service Request Management
• Change Management, Asset Management & Workflow Configuration
• User Roles, Reporting & Service Analytics
• End-to-End IT Service Management Project

Participants will be evaluated through hands-on Remedy ITSM exercises, practical service management scenarios, instructor-led reviews, and a final assessment focused on executing real-world ITSM workflows across incident, change, and service request processes.

Participants will receive course materials, slides, reference materials, exercises and access to resources for further learning.

Upon successful completion of the training, participants will receive an AcadNXT Certificate of Completion for Remedy IT Service Management (ITSM). This digital, verifiable certification validates practical Remedy ITSM usage, ITIL-aligned service operations knowledge, and IT service delivery skills and can be shared on LinkedIn and included in professional profiles to enhance ITSM and IT operations career credibility.