Accelerate Your Success EDUCATION COURSE CATALOG

Transcription

1 Accelerate Your Success EDUCATION COURSE CATALOG

2 Mastering Technology 1

3 In a recent review of our most successful customers, we found they all had one thing in common: each invested in technical training for their teams. Not only does today s IT leader need to set up, manage and optimize varied forms of servers, apps and clouds, but as the enterprise transforms disparate technical functionality into well-designed end user digital services, deep technical skills will take on added meaning. Those who are proficient in understanding and shaping technologies to deliver the best services will lead and thrive. Especially as automation and cloud-delivered services remove mundane IT tasks, people with leadingedge technical capabilities will differentiate themselves and lead the digital enterprise. This course catalog helps visualize and select the right knowledge sets your organization needs for success. From analytics to work order management, our Education Services courseware prepares your teams to best implement and gain business value from BMC solutions. Certification remains an important validation and recognition for those who invest in BMC technical mastery. See the BMC Certification Program pages for insights into how to attain your certification. For those of you in management roles and responsible for the development of your technical teams, take a moment to understand our SAFE methodology, Learning Paths, and Custom Learning options. These BMC Education Services ensure that your technology investment is supplemented by the expertise and leadership it takes to encourage adoption and usage of your new solutions. Use this convenient catalog to browse ideas and inspire action then register for classes at where you can customize course format, time and day specific to your location. We look forward to your on-going feedback to continually improve upon our catalog. us directly at [email protected]. Laurie Cremona Wagner & Elaine Miller BMC Education Services

4 INTERACTIVE TABLE OF CONTENTS Click on item to jump to page 7 OUR VISION DRIVING BUSINESS IMPACT FROM IT 8 YOUR JOURNEY TO DIGITAL ENTERPRISE MANAGEMENT 9 ACCELERATE SUCCESS WITH BMC EDUCATION SERVICES 10 BMC EDUCATION PORTFOLIO 11 SAFE 13 SAFE AWARENESS AND ALIGNMENT 15 SAFE PROJECT TEAM AND END USER ENABLEMENT 17 SAFE MEASUREMENT AND VALIDATION 19 LEARNING PATHS 25 COURSE S 27 CERTIFICATION PROGRAM OVERVIEW 30 CERTIFICATION BENEFITS 33 CERTIFICATION PATHS 43 BMC EDUCATION COURSES 44 BMC ATRIUM 45 BMC ATRIUM CMDB : ADMINISTERING PART 1 46 BMC ATRIUM CMDB : ADMINISTERING - PART 2 47 BMC ATRIUM CMDB : ADMINISTERING - PART 3 48 BMC ATRIUM CMDB : WHAT S NEW 49 BMC ATRIUM CMDB 8.0: ADMINISTERING PART 1 50 BMC ATRIUM CMDB 8.X: ADMINISTERING PART 2 51 BMC ATRIUM CMDB 8.X: ADMINISTERING PART 3 52 BMC ATRIUM CMDB 9.0: FOUNDATION 53 BMC ATRIUM CMDB 9.0: FOR CONFIGURATION MANAGERS PART 1 54 BMC ATRIUM CMDB 9.0: FOR CONSUMERS 55 BMC ATRIUM CMDB 9.0: OVERVIEW 56 BMC ATRIUM CMDB 9.0: WHAT S NEW 57 BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.0: ADMINISTERING 58 BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.0: CREATING PATTERNS 59 BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.1: ADMINISTERING 60 BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.1: FOR STORAGE MANAGERS 61 BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 9.0: ADMINISTERING 62 BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 9.0: CREATING PATTERNS 63 BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 9.0: WHAT S NEW 64 BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING: SOLUTIONS, CAPABILITIES, AND BUSINESS USE CASES 1

5 Click on item to jump to page 65 BMC ATRIUM ORCHESTRATOR 7.5: FOUNDATION PART 1 66 BMC ATRIUM ORCHESTRATOR 7.6: FOUNDATION PART 2 67 BMC ATRIUM ORCHESTRATOR 7.6: FOUNDATION PART 3 68 BMC ATRIUM SERVICE LEVEL MANAGEMENT 8.1: BASIC 69 BMC AUTOMATION STRATEGY AND BEST PRACTICES IMPLEMENTATION 70 BMC BLADELOGIC SERVER AUTOMATION 71 BMC BLADELOGIC SERVER AUTOMATION 8.5: FOUNDATION PART 1 72 BMC BLADELOGIC SERVER AUTOMATION 8.5: FOUNDATION PART 2 73 BMC BLADELOGIC SERVER AUTOMATION 8.5: FOUNDATION PART 3 74 BMC SERVER AUTOMATION 8.2: FOUNDATION PART 1 75 BMC SERVER AUTOMATION 8.2: FOUNDATION PART 2 76 BMC SERVER AUTOMATION 8.2: FOUNDATION PART 3 77 BMC CLIENT MANAGEMENT 78 BMC CLIENT MANAGEMENT 12.X: BOOT CAMP 79 BMC CLIENT MANAGEMENT 12.X: INVENTORY MANAGER 80 BMC CLIENT MANAGEMENT 12.X: PATCH MANAGER 81 BMC CLOUD LIFECYCLE MANAGEMENT 82 BMC CLOUD LIFECYCLE MANAGEMENT 3.0: ADMINISTRATION BOOT CAMP 83 BMC CLOUD LIFECYCLE MANAGEMENT 3.0: FOUNDATION 84 BMC CLOUD LIFECYCLE MANAGEMENT 3.1: ADMINISTRATION BOOT CAMP 85 BMC CLOUD LIFECYCLE MANAGEMENT 4.0: ADMINISTRATION BOOT CAMP 86 BMC CLOUD LIFECYCLE MANAGEMENT 4.5: ESSENTIALS 87 CLOUD ESSENTIALS COURSE: ELEARNING 88 BMC CONTROL-M 92 BMC CONTROL-M FOR PEOPLESOFT 93 BMC CONTROL-M FOR SAP BUSINESS OBJECTS 94 BMC CONTROL-M FOR Z/OS 8.0: SCHEDULING 95 BMC CONTROL-M OPTION FOR ORACLE APPLICATIONS 96 BMC CONTROL-M SELF-SERVICE 97 BMC CONTROL-M WORKLOAD AUTOMATION 8.0: FOUNDATION 98 BMC CONTROL-M WORKLOAD AUTOMATION 8.0: ADMINISTERING 99 BMC CONTROL-M WORKLOAD AUTOMATION 8.0: OVERVIEW 100 BMC CONTROL-M WORKLOAD AUTOMATION 8.0: SCHEDULING 101 BMC CONTROL-M WORKLOAD AUTOMATION 8.0: WHAT S NEW 102 BMC CONTROL-M WORKLOAD AUTOMATION 8.X: BOOT CAMP 103 BMC CONTROL-M WORKLOAD AUTOMATION 9.0: ADMINISTERING 104 BMC CONTROL-M WORKLOAD AUTOMATION 9.0: FOUNDATION 105 BMC CONTROL-M WORKLOAD CHANGE MANAGER 8.0: USING 106 BMC CONTROL-M/ENTERPRISE MANAGER 6.X: SCHEDULING PART BMC CONTROL-M/ENTERPRISE MANAGER 7.0: FOUNDATION 108 BMC CONTROL-M/ENTERPRISE MANAGER 7.0: ADMINISTERING 109 BMC CONTROL-M/ENTERPRISE MANAGER 7.0: SCHEDULING 110 BMC CONTROL-M/FORECAST 111 BMC DATABASE AUTOMATION 112 BMC DATABASE AUTOMATION 8.3: ADMINISTERING 113 BMC DATABASE AUTOMATION 8.3: USING 114 BMC DATABASE AUTOMATION 8.7: ADMINISTERING 115 BMC DEVOPS 116 BMC DEVOPS: OVERVIEW 117 BMC MIDDLEWARE AUTOMATION 8.1: FUNDAMENTALS 89 BMC BATCH IMPACT MANAGER 90 BMC CONTROL-M BUSINESS PROCESS INTEGRATION SUITE 91 BMC CONTROL-M FOR CLOUD 2

6 Click on item to jump to page 118 BMC FOOTPRINTS SERVICE CORE 119 BMC FOOTPRINTS SERVICE CORE 12.X: ADMINISTERING 120 BMC FOOTPRINTS SERVICE CORE 12.X: BOOT CAMP 121 BMC FOOTPRINTS SERVICE CORE 12.X: CHANGE MANAGEMENT 122 BMC FOOTPRINTS SERVICE CORE 12.X: CONFIGURATION MANAGEMENT 123 BMC MYIT 124 BMC MYIT 1.0: ADMINISTERING 125 BMC MYIT 2.0: ADMINISTERING 126 BMC MYIT SERVICE BROKER 3.X: ADMINISTERING 127 BMC NETWORK AUTOMATION 128 BMC NETWORK AUTOMATION 8.1: FOUNDATION 129 BMC REMEDY 130 BMC ANALYTICS FOR BUSINESS SERVICE MANAGEMENT : USING 131 BMC ANALYTICS FOR BUSINESS SERVICE MANAGEMENT 8.1: ADMINISTERING 132 BMC ANALYTICS FOR BUSINESS SERVICE MANAGEMENT 8.1: USING 133 BMC CERTIFIED DEVELOPER: BMC REMEDY AR SYSTEM 8.X 134 BMC DASHBOARDS FOR BSM 2.X: ADMINISTERING 135 BMC DASHBOARDS FOR BUSINESS SERVICE MANAGEMENT : ADMINISTERING 136 BMC DASHBOARDS FOR BUSINESS SERVICE MANAGEMENT : USING 137 BMC REMEDY AR SYSTEM : DEVELOPER PART BMC REMEDY AR SYSTEM : DEVELOPER PART BMC REMEDY AR SYSTEM : DEVELOPER CERTIFICATION 140 BMC REMEDY AR SYSTEM : FOUNDATION PART BMC REMEDY AR SYSTEM : FOUNDATION PART BMC REMEDY AR SYSTEM : WHAT S NEW 143 BMC REMEDY AR SYSTEM 8.0: DEVELOPER PART BMC REMEDY AR SYSTEM 8.0: DEVELOPER PART BMC REMEDY AR SYSTEM 8.0: FOUNDATION PART BMC REMEDY AR SYSTEM 8.0: FOUNDATION PART BMC REMEDY AR SYSTEM 8.0: WHAT S NEW 148 BMC REMEDY AR SYSTEM 9.0: ADMINISTERING 149 BMC REMEDY AR SYSTEM 9.0: CONCEPTS 150 BMC REMEDY AR SYSTEM 9.0: WHAT S NEW FOR ADMINISTRATORS 151 BMC REMEDY AR SYSTEM 9.0: WHAT S NEW FOR DEVELOPERS 152 BMC REMEDY ASSET MANAGEMENT : USING 153 BMC REMEDY ASSET MANAGEMENT 8.0: USING 154 BMC REMEDY ASSET MANAGEMENT 9.0: CONCEPTS 155 BMC REMEDY ASSET MANAGEMENT 9.0: FOR APPROVERS 156 BMC REMEDY ASSET MANAGEMENT 9.0: FOR CONFIGURATION ADMINISTRATORS 157 BMC REMEDY ASSET MANAGEMENT 9.0: FOR CONTRACT MANAGERS 158 BMC REMEDY ASSET MANAGEMENT 9.0: FOR PURCHASING AGENTS 159 BMC REMEDY ASSET MANAGEMENT 9.0: FOR SOFTWARE ASSET MANAGERS 160 BMC REMEDY ASSET MANAGEMENT 9.0: OVERVIEW 161 BMC REMEDY ASSET MANAGEMENT 9.0: SUPPLEMENTAL FEATURES 162 BMC REMEDY CHANGE MANAGEMENT : USING 163 BMC REMEDY CHANGE MANAGEMENT 8.0: USING 164 BMC REMEDY CHANGE MANAGEMENT 9.0: CONCEPTS 165 BMC REMEDY CHANGE MANAGEMENT 9.0: FOR CHANGE COORDINATORS 166 BMC REMEDY CHANGE MANAGEMENT 9.0: FOR CHANGE MANAGERS 167 BMC REMEDY CHANGE MANAGEMENT 9.0: FOR INFRASTRUCTURE CHANGE APPROVERS/CAB 168 BMC REMEDY CHANGE MANAGEMENT 9.0: FOR RELEASE COORDINATORS 169 BMC REMEDY CHANGE MANAGEMENT 9.0: FOR SPECIALISTS 170 BMC REMEDY CHANGE MANAGEMENT 9.0: SUPPLEMENTAL FEATURES 171 BMC REMEDY INCIDENT MANAGEMENT 9.0: CONCEPTS 172 BMC REMEDY INCIDENT MANAGEMENT 9.0: FOR GROUP COORDINATORS 173 BMC REMEDY INCIDENT MANAGEMENT 9.0: FOR INCIDENT ANALYSTS 174 BMC REMEDY INCIDENT MANAGEMENT 9.0: FOR SPECIALISTS 175 BMC REMEDY INCIDENT MANAGEMENT 9.0: OVERVIEW 176 BMC REMEDY INCIDENT MANAGEMENT 9.0: SUPPLEMENTAL FEATURES 3

7 Click on item to jump to page 177 BMC REMEDY IT SERVICE MANAGEMENT : ADMINISTERING PART BMC REMEDY IT SERVICE MANAGEMENT : ADMINISTERING PART BMC REMEDY IT SERVICE MANAGEMENT : WHAT S NEW FOR USERS 180 BMC REMEDY IT SERVICE MANAGEMENT 8.0: ADMINISTERING PART BMC REMEDY IT SERVICE MANAGEMENT 8.0: ADMINISTERING PART BMC REMEDY IT SERVICE MANAGEMENT 8.0: WHAT S NEW FOR ADMINISTRATORS 183 BMC REMEDY IT SERVICE MANAGEMENT 8.0: WHAT S NEW FOR USERS 184 BMC REMEDY IT SERVICE MANAGEMENT 8.1: WHAT S NEW FOR USERS 185 BMC REMEDY IT SERVICE MANAGEMENT 8.1: WHAT S NEW FOR ADMINISTRATORS 186 BMC REMEDY IT SERVICE MANAGEMENT 9.0: ADMINISTERING 187 BMC REMEDY IT SERVICE MANAGEMENT 9.0: ADMINISTRATOR CONCEPTS 188 BMC REMEDY IT SERVICE MANAGEMENT 9.0: WHAT S NEW 189 BMC REMEDY IT SERVICE MANAGEMENT PROCESS DESIGNER 9.0: CONCEPTS 190 BMC REMEDY ITSM: PROCESS DESIGNER 191 BMC REMEDY KNOWLEDGE MANAGEMENT : ADMINISTERING 192 BMC REMEDY KNOWLEDGE MANAGEMENT : USING 193 BMC REMEDY KNOWLEDGE MANAGEMENT 8.0: USING 194 BMC REMEDY KNOWLEDGE MANAGEMENT 8.X: ADMINISTERING 195 BMC REMEDY KNOWLEDGE MANAGEMENT 8.X: USING 196 BMC REMEDY ONDEMAND 8.1: SAAS SIMULATIONS 197 BMC REMEDY PROBLEM MANAGEMENT 9.0: CONCEPTS 198 BMC REMEDY PROBLEM MANAGEMENT 9.0: FOR PROBLEM COORDINATORS 199 BMC REMEDY PROBLEM MANAGEMENT 9.0: FOR SPECIALISTS 200 BMC REMEDY PROBLEM MANAGEMENT 9.0: OVERVIEW 201 BMC REMEDY PROBLEM MANAGEMENT 9.0: SUPPLEMENTAL FEATURES 202 BMC REMEDY SERVICE DESK : USING 203 BMC REMEDY SERVICE DESK 8.0: USING 204 BMC REMEDY SMART REPORTING 9.0: ADMINISTERING 205 BMC REMEDY WITH SMART IT 1.0: FOR ADMINISTRATORS 206 BMC REMEDY WITH SMART IT 1.0: FOR USERS 207 BMC SERVICE REQUEST MANAGEMENT 7.6: ADMINISTERING AND CONFIGURING 208 BMC SERVICE REQUEST MANAGEMENT 8.1: ADMINISTERING AND CONFIGURING 209 BMC SERVICE REQUEST MANAGEMENT 8.1: USING 210 BMC SMARTFLOW SERVICE RESOLUTION 2.0: CONCEPTS 211 BMC WORK ORDER MANAGEMENT 7.6: USING 212 BMC WORK ORDER MANAGEMENT 8.0: USING 213 BMC VIRTUAL AGENT 8.1: USING 214 BMC REMEDYFORCE 215 BMC REMEDYFORCE 2015: ADMINISTERING ESSENTIALS WORKSHOP 216 BMC REMEDYFORCE SUMMER 2014: ADMINISTERING 217 BMC REMEDYFORCE SUMMER 2014: CHANGE MANAGEMENT & RELEASE MANAGEMENT 218 BMC REMEDYFORCE SUMMER 2014: CONFIGURATION MANAGEMENT 219 BMC REMEDYFORCE SUMMER 2014: INCIDENT MANAGEMENT & PROBLEM MANAGEMENT 220 BMC REMEDYFORCE SUMMER 2014: SERVICE LEVEL MANAGEMENT 221 BMC REMEDYFORCE SUMMER 2014: SERVICE REQUEST MANAGEMENT 222 BMC REMEDYFORCE SUMMER 2014: USING SELF-SERVICE PORTAL 223 BMC SERVICE LEVEL MANAGEMENT 224 BMC SERVICE LEVEL MANAGEMENT 7.6 PART BMC SERVICE LEVEL MANAGEMENT 7.6 PART BMC TRACK-IT! 227 BMC TRACK-IT! 11.1: ADMINISTERING 228 BMC TRACK-IT! 11.1: BOOT CAMP 229 BMC TRACK-IT! 11.1: USING 4

8 Click on item to jump to page 230 BMC TRUESIGHT 231 BMC APPLICATION DIAGNOSTICS 2.X: ADMINISTERING 232 BMC APPLICATION DIAGNOSTICS 2.X: USING 233 BMC CAPACITY OPTIMIZATION 9.0: ADMINISTERING 234 BMC CAPACITY OPTIMIZATION 9.0: OVERVIEW 235 BMC CAPACITY OPTIMIZATION 9.5: ADMINISTERING 236 BMC CAPACITY OPTIMIZATION 9.5: CREATING ADVANCED REPORT TEMPLATES 237 BMC CAPACITY OPTIMIZATION 9.5: USING 238 BMC EVENT MANAGER 7.X: ADMINISTERING 239 BMC MIDDLEWARE MONITORING 7.0: PERFORMANCE AND AVAILABILITY 240 BMC MIDDLEWARE MONITORING 7.0: TRANSACTION MONITORING 241 BMC PERFORMANCE ASSURANCE (MS WINDOWS CONSOLE) 242 BMC PERFORMANCE ASSURANCE: ADVANCED 243 BMC PERFORMANCE MANAGER CONSOLE 7.8: ADMINISTERING PART BMC PERFORMANCE MANAGER SOLUTIONS OVERVIEW 245 BMC PROACTIVENET PERFORMANCE MANAGEMENT 8.5 FOR OPERATORS 246 BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.0: WHAT S NEW 247 BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.0: ADMINISTERING PART BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.0: ADMINISTERING PART BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.5: ADMINISTERING PART BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.5: ADMINISTERING PART BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.5: USING 252 BMC PROACTIVENET PERFORMANCE MANAGEMENT: DEVELOPMENT WITH PSL 253 BMC REAL END USER EXPERIENCE MONITORING 2.5: ADMINISTERING PART BMC REAL END USER EXPERIENCE MONITORING 2.X: USING 255 BMC TRUESIGHT CAPACITY OPTIMIZATION 10.0: ADMINISTERING 256 BMC TRUESIGHT CAPACITY OPTIMIZATION 10.0: USING 257 BMC TRUESIGHT CAPACITY OPTIMIZATION 10.0: WHAT S NEW 258 BMC TRUESIGHT CAPACITY OPTIMIZATION 10.3: ADMINISTERING 259 BMC TRUESIGHT CAPACITY OPTIMIZATION 10.3: USING 260 BMC TRUESIGHT CAPACITY OPTIMIZATION 10.3: WHAT S NEW 261 BMC TRUESIGHT IT DATA ANALYTICS 1.X: GETTING STARTED 262 ENTUITY 14.5: ADMINISTRATION 263 ENTUITY 14.5: CUSTOM REPORTING 264 ENTUITY 14.5: EMS 265 ENTUITY 14.5: USER ENTUITY 14.5: USER HARDWARE MONITORING WITH HARDWARE SENTRY KM FOR PATROL 268 MONITORING APPLICATIONS WITH MONITORING STUDIO KM FOR PATROL 269 STORAGE MONITORING WITH SENTRY HARDWARE AND STORAGE SOLUTIONS 270 BMC MAINFRAME PRODUCTS 273 IT TRANSFORMATION 274 AIRPORT SIMULATION BSM INTERNATIONAL 275 APOLLO 13 AN ITSM CASE EXPERIENCE 276 ITIL : AWARENESS 277 ITIL : CONTINUAL SERVICE IMPROVEMENT LIFECYCLE 278 ITIL : EXECUTIVE OVERVIEW 279 ITIL : FOUNDATION 280 ITIL : FOUNDATION AND EXAMINATION 281 ITIL : MANAGING ACROSS THE LIFECYCLE 282 ITIL : OPERATIONAL SUPPORT AND ANALYSIS CAPABILITY 283 ITIL : PLANNING, PROTECTION, AND OPTIMIZATION CAPABILITY 284 ITIL : SERVICE DESIGN LIFECYCLE 285 ITIL : SERVICE STRATEGY LIFECYCLE 5

9 Click on item to jump to page 286 BMC CERTIFICATIONS 287 BMC CERTIFIED EXPERT: BMC SERVER AUTOMATION: 8.2 PRACTICAL EXAM 288 BMC CERTIFIED PROFESSIONAL: BLADELOGIC SERVER AUTOMATION 8.5 ONLINE ASSESSMENT 289 BMC CERTIFIED PROFESSIONAL: BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.X ONLINE ASSESSMENT 290 BMC CERTIFIED PROFESSIONAL: BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.X PRACTICAL EXAM 291 BMC CERTIFIED PROFESSIONAL: BMC CAPACITY OPTIMIZATION 9.X ONLINE ASSESSMENT 292 BMC CERTIFIED PROFESSIONAL: BMC CAPACITY OPTIMIZATION 9.X PRACTICAL EXAM 293 BMC CERTIFIED PROFESSIONAL: BMC CLIENT MANAGEMENT 12.X PRACTICAL EXAM 294 BMC CERTIFIED PROFESSIONAL: BMC CLOUD LIFECYCLE MANAGEMENT 3.X ONLINE ASSESSMENT (FOR EMPLOYEES AND PARTNERS ONLY) 295 BMC CERTIFIED PROFESSIONAL: BMC CLOUD LIFECYCLE MANAGEMENT 3.X PRACTICAL EXAM (FOR BMC EMPLOYEES AND PARTNERS ONLY) 296 BMC CERTIFIED PROFESSIONAL: BMC CLOUD LIFECYCLE MANAGEMENT 4.X ONLINE ASSESSMENT 297 BMC CERTIFIED PROFESSIONAL: BMC CLOUD LIFECYCLE MANAGEMENT 4.X PRACTICAL EXAM 298 BMC CERTIFIED PROFESSIONAL: BMC CONTROL-M WORKLOAD AUTOMATION 8.0 ONLINE ASSESSMENT 299 BMC CERTIFIED PROFESSIONAL: BMC CONTROL-M WORKLOAD AUTOMATION 8.0 PRACTICAL EXAM 300 BMC CERTIFIED PROFESSIONAL: BMC FOOTPRINTS SERVICE CORE 12.X PRACTICAL EXAM 301 BMC CERTIFIED PROFESSIONAL: BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.X ONLINE ASSESSMENT 302 BMC CERTIFIED PROFESSIONAL: BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.X PRACTICAL EXAM 303 BMC CERTIFIED PROFESSIONAL: BMC REMEDY SERVICE DESK AND CHANGE MANAGEMENT 8.X PRACTICAL EXAM 304 BMC CERTIFIED PROFESSIONAL: BMC REMEDY SERVICE DESK & CHANGE MANAGEMENT 8.X ONLINE ASSESSMENT 305 BMC CERTIFIED PROFESSIONAL: BMC REMEDYFORCE 2014 ONLINE ASSESSMENT 306 BMC CERTIFIED PROFESSIONAL: BMC REMEDYFORCE 2014 PRACTICAL EXAM 307 BMC CERTIFIED PROFESSIONAL: BMC SERVER AUTOMATION 8.2 ONLINE ASSESSMENT 308 BMC CERTIFIED PROFESSIONAL: BMC SERVER AUTOMATION 8.2 PRACTICAL EXAM 309 COURSE REGISTRATION 311 PRICING 312 CONTACT INFORMATION 6

10 Our Vision Driving Business Impact from IT BMC Customer Success services help you develop and drive maximum business value from IT by providing thought leadership, rich technical expertise, and value measurement capabilities. From specialized consulting, to customer advocacy programs and technical training, our Customer Success services help evolve IT from a cost center to a strategic services broker. We call ourselves Customer Success because our number one driver is your success. It s our inspiration, and it s what we strive to deliver every day. BMC Education Services is a key component of Customer Success. Our curriculum designers, trainers, and Education specialists regularly interact and share knowledge across all of our Customer Success services teams. Training plan development is integral to our Insight! customer consulting engagements, and support personnel have access to the same rich courses that our customers can enjoy. And as you transform and advance your digital organization, we continue to evolve our Education offerings. 7

11 Your Journey to Digital Enterprise Management BMC s Digital Enterprise Management framework enables CIOs to charge forward with innovative IT services, while industrializing existing IT infrastructure to meet business demands. For IT to add strategic business value, it takes a balance across bimodal IT projects and alignment to a well-defined Digital Enterprise Management (DEM) framework. CIOs need to charge forward with innovative IT services, and at the same time, industrialize their existing infrastructure to meet business demands. BMC Digital Enterprise Management pillars, such as Digital Service Management, comprise a framework that helps guide your initiatives. BMC Customer Success Value Maps provide prudent recommendations that drive to your specific DEM technical and business outcomes. Foundational knowledge from BMC Education Services can help strengthen staff capabilities throughout your DEM journey. Tailored training content, licensed content, and holistic learning paths can align to your capability needs and further accelerate your technology enablement. 8

12 Accelerate Success with BMC Education Services BMC Education has designed a comprehensive portfolio to inject and sustain critical knowledge throughout your organization. All of our Education resources and programs are designed to accelerate your success, helping you build more agile teams and advance your technical capabilities. BMC trainers have deep knowledge across our technology sets and versions, and can prepare customers to reach their customized Digital Enterprise destination. As part of BMC Customer Success services, BMC Education aims to develop and drive the maximum business value from your IT investments. ALL OF OUR EDUCATION RESOURCES AND PROGRAMS ARE DESIGNED TO ACCELERATE YOUR SUCCESS. BMC Education Services starts with skills assessments to gauge your team s knowledge sets and design a path forward. Education specialists map out a training plan that empowers your administrators, developers, and end users. With over 250+ education course offerings in diverse formats, BMC offers tailored and customized training, as well as private classes on site at your organization. Learning paths support your journey to developing any of the Digital Enterprise Management pillars. Our offerings help you develop a confident, proficient team ready to take on projects. BMC also offers certification paths to validate and reward technology mastery. BMC currently has over 750+ BMC Certified Professionals. Certified, trained teams help you drive solution readiness and stay agile as business demands change. As IT transforms and our customers evolve their digital services, BMC Education continually tunes and innovates our learning to drive to maximum business value from technology. 9

13 BMC Education Portfolio BMC EDUCATION PORTFOLIO STRATEGY Training Plan APPLICATION & ROLE-BASED TRAINING Business Team Technical Team Users CAPABILITIES Web-Based Training (WBT) Instructor-Led Training (ILT) STANDARD Private Team Training TAILORED Private Team Training LICENSED Content CUSTOM User Training EVALUATION Skills Assessments Accreditation Certification This overview of the BMC Education Portfolio illustrates the multiple levels of offerings, from strategic Training Plans, to Tailored private team training and Certification programs. All learning is oriented toward accelerating your success, whether skills development or technology enablement. 10

14 (SAFE) 11

15 A PROVEN APPROACH TO INCREASING SOLUTION SUCCESS BMC Education Services has created a prescriptive Solution Framework to drive user acceptance of your BMC technology initiatives. SAFE leverages a proven approach and BMC offerings to ensure the right skills are delivered to the right people at the right time. 12

16 SAFE Awareness and Alignment COMMUNICATE AND UNDERSTAND CHANGE Begin with up-front assessments and quick starts that help tailor education to your needs, including: Education Needs Analysis (ENA) and Education Plans BMC Education Services Representatives can develop education plans specific to your organization through an ENA, which includes identifying roles, reviewing education goals, identifying experiences, and defining success. The ENA includes technical skills assessments given to key product users. With the data collected from technical skills assessments, our specialists can develop a learning plan for each individual. This can include accreditations and certifications for a specific solution area, to develop competencies and improve solution proficiency. BMC SAFE Helps You: Drive solution acceptance Increase user productivity Reduce project risk Increase return on investment (ROI) Continually deliver improvements Effectively manage change Better communicate expectations SAFE INCLUDES: Awareness and Alignment Project Team Enablement End User Enablement Measurement and Validation 13

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18 SAFE Project Team and End User Enablement INCREASE IMPLEMENTATION SUCCESS BY ENABLING YOUR PROJECT TEAM AND END USERS SOLUTION The project team includes the functional and process leads, administrators and managers. This team reviews the solution being implemented, including technology and process changes. End users receive an overview of the solution specific to their role or function. This also includes the people and process changes required across the organization to ensure user adoption to support go-live and transition into production. Our offerings: 15

19 Tailored Training BMC Education Services can develop custom, high quality training deliverables based on your specific business processes, application customizations, roles, and learning objectives. We understand that your business and learning goals are unique, and that a highly customized training program can improve employee performance, organizational communication, and time-to-value for your technical solutions. BMC Education Services offers certified instructors and world-class instructional designers who can tailor any out-of-the box course to meet your customized training needs. Licensed Content BMC Education Services can provide licensed training content for your specific training purposes to use within your own organization, with your customers, and through your portal. Through our flexible process, we tailor and license the training deliverables to address your unique business and training goals so your customized training can improve employee performance, organizational goals, and communication objectives. 16

20 SAFE Measurement and Validation DEMONSTRATE KNOWLEDGE AND THE ABILITY TO PLAN, DEPLOY, SUPPORT AND MAINTAIN THE BMC SOLUTION Our offerings: Technical Skills Assessments Designed to evaluate your technical skill level within the BMC solution, the Technical Skills Assessments help discover what you already know about the solution and what gaps exist in your knowledge. Technical Skills Assessments measure your knowledge in administration, implementation, configuration and usage and are available in eleven (11) product areas. The assessments are online and take about an hour to complete, with questions that are multiple choice, true/false and multi-response. The skills assessments are complimentary. Technical Skills Assessments Benefits Include: Immediate feedback on knowledge gaps to rapidly determine key areas of improvement Impactful training plans based on consistent assessment data Improved hiring and resourcing through skill assessment levels, including optimized project team talent selections Validated learning through re-assessment of individuals to determine if knowledge gaps were closed (ROI) after completing implementation and education BMC Certification BMC Education Services has an expansive certification program that not only gives customers the confidence that their skills are current and meet BMC standards, but also helps measure and validate skills proficiency. For complete details about our comprehensive Certification program, see the Certification pages in this catalog. Next Step To get started with SAFE, contact Education Services (see Contacts section in this catalog) to schedule an ENA of your project scope. BMC Education Services will prepare your education needs analysis based on the categories described above, and present findings to your executive sponsor and project team for review. The entire process typically takes less than 30 days to complete. 17

21 The assessments are online and take about an hour to complete, with questions that are multiple choice, true/false and multi-response. 18

22 Paths Solution Foundation Architecture Terminology 19

23 BMC Education Services offers role-specific IT training and learning paths for various professionals within your organization. Each learning path includes a sequence of training covering solution foundation, architecture, terminology, navigation, development, customization, and integration. IT training courses are taught through engaging activities, demonstrations, and real-world case studies. Navigation Development Customization Integration 20

24 Learning Paths are available for each of the following topics (see next page), and are best viewed interactively on our website at 21

25 Learning Paths CLOUD MANAGEMENT BMC Atrium Orchestrator Training BMC Cloud Lifecycle Management IT AUTOMATION BMC Application Performance Management (APM) Training BMC Automation Strategy Training BMC Database Automation Training BMC Middleware Automation Training BMC Network Automation Training BMC Server Automation Training ITIL Certification & Training IT OPERATIONS BMC Middleware Monitoring Training BMC Performance Assurance Training BMC Performance Management Training BMC ProactiveNet Performance Management Training BMC TrueSight Capacity Optimization Training BMC TrueSight IT Data Analytics Training BMC TrueSight Operations Management IT SERVICE MANAGMENT BMC Analytics and Dashboards Training BMC Atrium CMDB Training BMC Atrium Discovery and Dependency Mapping (ADDM) Training BMC Client Management Training BMC FootPrints Service Core Training BMC MyIT Training BMC Remedy AR System Training BMC Remedy Asset Management Training BMC Remedy Change Management Training BMC Remedy ITSM Training BMC Remedy Knowledge Management Training BMC Remedy On Demand Training BMC Remedy Service Desk Training BMC Remedyforce Training BMC Service Level Management Training BMC Service Request Management Training BMC Smartflows Training BMC Track-It! Training BMC Virtual Agent Training WORKLOAD AUTOMATION BMC Control-M Training Management 22

26 LEARNING PATH SAMPLE CONTENT SELECT LEARNING PATH V9.0 OR V8.0 OR V MOVING FROM V TO V8.0? TAKE THE BMC REMEDY AR SYSTEM 8.0: WHAT S NEW (WBT) COURSE MOVING FROM V8.X TO V9.0? TAKE THE BMC REMEDY AR SYSTEM 9.0: WHAT S NEW FOR ADMINISTRATORS (WBT) AND BMC REMEDY AR SYSTEM 9.0: WHAT S NEW FOR DEVELOPERS (WBT) COURSES NOTE: ADMINISTRATORS SHOULD TAKE ONLY THE ADMINISTRATOR COURSE. DEVELOPERS NEED TO TAKE BOTH WHAT S NEW COURSES Here Learning Path Example: BMC Remedy AR System Training Skills Assessment BMC Remedy AR System : Skills Assessment As an example of what students can view on our website for each Learning Path noted above, included here is the BMC Remedy AR System Learning Path (see items at left and the table on the following page). BMC Remedy AR System 8.x: Skills Assessment BMC Remedy AR System 9.x: Skills Assessment 23

27 BMC Remedy AR System Training 9.0 SAMPLE LEARNING PATH CONTENT COURSE NAME REMEDY APPLICATION ADMINISTRATOR REMEDY DEVELOPER ITSM APPLICATION ADMINISTRATOR ACCREDITATION/ CERTIFICATION POSSIBLE? BMC Remedy AR System 9.0: What s New for Administrators (WBT) BMC Remedy AR System 9.0: What s New for Developers (WBT) BMC Remedy AR System 9.0: Concepts (WBT) BMC Remedy AR System 9.0: Administering BMC Remedy AR System 9.0: Basic Development BMC Remedy AR System 9.0: Advanced Development BMC Certified Professional: BMC Remedy AR System Developer 9.0 CERTIFICATIONS BMC Accredited Administrator: BMC Remedy AR System 9.0 BMC Certified Professional: BMC Remedy AR System 9.0 Development N/A N/A Required Recommended 24

28 Course Delivery Methods BMC Education Services takes a learner-centric approach to education through teaching methods that match your learning style, budget considerations and time restraints. We offer training onsite, at one of our many teaching facilities around the world, or online in our virtual classroom and lab. Find the solution that is right for you, and get started today. Web-Based Training (WBT) Web-Based Training is the best way to get on-demand learning when you need it. Perfect for a high level overview of our solutions without travel, most WBT includes built-in assessments to test comprehension, and software simulations to help you obtain appropriate feedback. Technical Skills Assessments Benefits Include: Optimal learning potential because the course is on-demand and self-paced Interactive training with frequent quizzes and learning games to help measure comprehension No travel expenses Easy-to-use learning interface Several courses from various BMC solution areas from which to choose Please be aware: Web-Based Training is not refundable Instructor-Led Training (ILT) Face-to-face, Instructor-Led Training courses are conveniently scheduled around the world. They lend expert instruction, networking time, and handson lab exercises for practical application of the presented concepts, methods and procedures. Key Benefits: Detailed practice and lab sessions Interactive session with an instructor Access to an expert instructor 25

29 Virtual Instructor-Led Training (VILT) Virtual Instructor-Led Training courses are conveniently scheduled around the world and led by the instructor via the Internet. They lend expert instruction, networking time and hands-on lab exercises for practical application of the presented concepts, methods and procedures. Key Benefits: No travel expenses Easy-to-use learning interface Interactive session with an instructor Detailed practice and lab sessions Access to an expert instructor On Demand Learning and Lab (ODL) Training On Demand Learning and Lab (ODL) offers a combination of Web-based training with access to a remote lab. The courses are interactive and selfpaced, and the lab provides you with hands-on practice in a private solution environment. Key Benefits: Optimal learning potential because the course is on-demand and self-paced Interactive training with frequent quizzes and learning games to help measure comprehension No travel expenses Less time away from your job Easy-to-use learning interface Detailed practice and lab sessions 26

30 Program 27

31 28

32 Overview The BMC Certification Program from BMC Education Services offers participants validation in technical competencies and expertise so they can effectively plan, deploy, and support select BMC solutions. The program offers credentials through accreditation and certification testing, and recognizes depth of achievement in areas of expertise in the following BMC enterprise solutions: Cloud Management IT Automation IT Operations IT Service Management Workload Automation View Certification Exam & Assessment Descriptions 29

33 Benefits Why Earn Your Accreditation or Certification? Earn a solid foundation in product knowledge for demonstrable return on your technology investment Accelerate your professional development Improve productivity Enhance your credibility Become a leading professional with the BMC solution 30

34 BMC Certification Levels Level Description Target Role BMC Accredited Administrator Validates candidate knowledge & skills for managing and maintaining their BMC Software solution environment Testing of knowledge conducted through an online examination Candidates who pass the online exam receive a Certificate of Accreditation IT Managers Operators Users BMC Certified Professional Validates technical competencies & expertise needed to install and configure the solution for provided specific use cases Targeted for IT staff who are implementing BMC Software Solutions Hands-on practical exam Candidates who pass the proctored exam received the title of BMC Certified Professional BMC Global Services Consultants Technical Presales Configuration Managers Level 1 Support Engineers Support Engineers BMC Certified Expert Validates technical competencies & expertise needed to deploy & configure complex use cases in a proctored lab environment Candidates who pass the proctored exam will receive the title of BMC Certified Expert BMC Global Services Consultants Senior Consultants Principal Consultants Technical Presales Back Line Support Engineers 31

35 For our customers, accreditation and certification are two-fold. An individual earning these designations receives the benefits listed. An organization implementing a BMC solution can be confident that its consultants earned their Certified Professional or Expert designation and demonstrate expertise in the product. For our partners, having individuals earn their BMC Certified Professional or Expert designation will give your organization confidence with the BMC solution and ensure your organization will be able to deliver value across a prescriptive product set. 32

36 Certification Paths BMC Certified offers world-class IT accreditation and certification paths across our solutions to ensure validation of the technical and support competencies and expertise needed to plan, deploy, support, and service BMC solutions. The BMC certification paths map out the learning path (or training plan) within the solution. The learning path includes courses based on a progressive plan to increase your skills and knowledge. The learning path is based on roles for the specific solution and includes different methods of delivery: web-based training and instructor-led training (online or in the classroom). ` View Certification Paths: Exam Testing The learning path As with any accreditation or certification, testing is required. The testing for accreditation and certification is administered based on the level of certification an individual seeks. For accreditation-level testing, the exam is online and not proctored. This exam is offered after you complete the learning path for the specific product. Upon completing the last course in the learning path, you have two attempts to pass the online exam. No retakes will be offered. Take advantage of useful study guides and exam preparation materials at To earn your BMC Certified Professional or Certified Expert designation, the process includes an online assessment and a multi-day proctored exam in a BMC training facility. If you are unable to pass the proctored exam on your first attempt, you can re-register, pay for, and schedule the next available exam. You must pass both the online assessment and proctored exam to earn your designation. BMC Education Services does not make exceptions to BMC Certified policies. 33

37 offers a progressive plan to increase your skills and knowledge. 34

38 BMC Certified Policy The certification policy is designed to protect the integrity of the program and to validate the competencies of our accredited and certified individuals. Prior to exam release, exam questions are developed and tested by individuals with knowledge relevant to the solution, and with expertise across a varied knowledge base. The development methodology enables BMC to present our exams with confidence and helps ensure that scores obtained will accurately reflect each candidate s subject matter expertise. Please be aware that we will not accept any applicant appeals to review/adjust final scores; we will not make exceptions to our certification policy. Certification candidates are asked to review these policies and are responsible for adhering to examination deadlines. To read the entire certification policy, visit certification-benefits-administration.html 35

39 Certified Professional and Certified Expert Recertification The BMC Certified Professional and Certified Expert designations expire as follows: For Certifications completed prior to June 1, 2015, certifications expire in 2 years from the date that you passed the exam For Certifications completed after June 1, 2015, certifications expire in 3 years from the date that you passed the exam Accreditations do not have expirations. Recertification is required so you are up to date on the latest version of the solution and maintain current standing within the community. To recertify, the same process is followed as in the original certification process. You must take and pass the current product version s online assessment, followed by the practical exam. You will also have access to the self-study kits. Recertification is required prior to the expiration date of your current certification. To register for the latest certification, visit BMC Academy 36

40 Credentials Earning your accreditation or certification is important, and we want to help you market yourself with your management team and colleagues. If you earned your BMC Certified Professional or Certified Expert designation, you can log in to BMC Academy to view your pass/fail status in your transcript two weeks after completing the exam. Within six to eight weeks of achieving your certification, you will receive: 37

41 Welcome letter E-certificate Certification designation logo for your signature Access to a closed Linkedin group for individuals who earned their BMC Certified Professional or Certified Expert designation 38

42 Accreditation Process Take Part 1 of Learning Path Web- Based Training (WBT) Take Part 2 of Learning Path Instructor Led- Training (ILO/ILT) If Part 3 (ILO/ILT) is offered, take the online accreditation; if not in Part 3, then the accreditation is in Part 2 Pass online exam: Exam Accredited Administrator Certification Process Earn BMC Accredited Administrator for specific product interest Register and pay for BMC Certified Professional: Online Assessment for specific product interest Review Study Kit to prepare for Certification Online Assessment and Practical Exam Pass Certification Online Assessment Register and pay for BMC Certified Professional: Practical Exam for specific product interest Take and pass Multi-day Proctored Practical Exam 39

43 Need More Information? Benefits of BMC Certification Program it-training/it-training.html Preparing for the BMC Certified Professional Exam html Contact your Education Advisor customer-service/customerservice.html 40

44 BMC Certifications AMERICAS BMC Certified Professionals 41

45 APAC EMEA regions with bmc certifications 42

46 BMC 43 43

47 ATRIUM BMC Atrium

48 ATRIUM BMC ATRIUM CMDB : ADMINISTERING PART 1 RSMG-ACM BMC Atrium CMDB and Web-Based Training (WBT) 6 Hours Configuration Managers CMDB Administrators CMDB Application Developers IT Managers Project Managers BMC Remedy AR System : Foundation Part 1 RECOMMENDED ITIL : Foundation Certification ITIL : Awareness (WBT) This online course provides the fundamentals for using the BMC Atrium CMDB and product. BMC Atrium concepts, console features, and basic techniques are taught using task demonstrations and product simulations. The self-paced module quizzes allow you to test your skills as the course progresses. Describe the evolution of CMDB Recognize configuration management Describe the purpose of CMDB Identify Federation and its concepts Identify how Analytics and Atrium Orchestrator interact with the CMDB Identify the Common Data Model and its classes Identify the concept of Namespace and Extension Identify the purpose of reconciling CMDB data Identify the reconciliation process Identify the uses of Product Catalog Identify the normalization process Identify the BMC Atrium Core Console Navigate the Class Manager Describe the role of Service Catalog in BSM solutions Describe the role of Atrium Impact Simulator in BSM solutions Identify the necessity of planning CMDB 45

49 ATRIUM BMC ATRIUM CMDB : ADMINISTERING - PART 2 RSMG-ACM BMC Atrium CMDB Instructor-Led Training (ILO/ILT) 5 Days Configuration Managers CMDB Administrators CMDB Application Developers BMC Remedy AR System : Foundation Part 1 BMC Remedy AR System : Foundation Part 2 (ILO/ILT) BMC Atrium CMDB : Administering Part 1 (WBT) This course is designed for administrators and users responsible for administering or using the BMC Atrium CMDB product. Participants learn how to use the BMC Atrium CMDB Core Console to manage everything from the Common Data Model (including using the new deprecation utility); deprecate classes and attributes; create CIs; customize CI searches by using the new query builder; control access to the CMDB by applying permissions to specific instances; use the new Atrium Integrator feature to populate the CMDB; use the Product Catalog to add individual catalog entries; use the Normalization Engine and Reconciliation Engine to keep CI data clean and up to date; use the Federation Manager to federate CI data; and use the cmdbdriver utility to migrate CMDB components. Use tools to manage the Common Data Model Use the deprecation utility to deprecate classes and attributes Create custom classes Create regular CIs and relationship CIs Customize CI searches by using the new query builder Control access to the CMDB Federate CI data Use the new Atrium Integrator feature to populate the CMDB Use Product Catalog to add catalog entries Use Normalization Engine and Reconciliation Engine to keep CI data clean and up to date Use the cmdbdriver utility to migrate CMDB components 46

50 ATRIUM BMC ATRIUM CMDB : ADMINISTERING - PART 3 RSMG-ACM BMC Atrium CMDB Instructor-Led Training (ILO/ILT) 5 Days Configuration Managers CMDB Administrators CMDB Application Developers BMC Remedy AR System : Foundation Part 1 BMC Remedy AR System : Foundation Part 2 BMC Atrium CMDB : Administering Part 1 (WBT) BMC Atrium CMDB : Administering Part 2 This course covers advanced topics for the administration, implementation, and configuration of the BMC Atrium CMDB. Through a combination of experience, lecture, lab exercises, interactive scenarios, and collaborative discussions, you learn to model complex applications; extend the Common Data Model (CDM); use the Pentaho Spoon graphical user interface to build data transfer jobs with XML and CSV files as data sources; debug data integration jobs in Spoon; configure the CMDB to support Asset Management; reconcile across multiple discovery datasets; and work with various impact service models. In this workshop environment, students use a real-world case study to plan, analyze, determine, and perform the necessary steps to administer and configure the CMDB to support the corresponding business processes. Workshop activities include online demos, simulations and quizzes, scenario-based guided hands-on lab exercises, and research exercises. This course ends with a final examination and the designation of BMC Certified Administrator: BMC Atrium CMDB Upon completion, you return to your organization with increased visibility as a recognized BMC Atrium CMDB Management Expert and with improved capabilities to impact your business. NOTE: In this course, the BMC Certified Administrator: BMC Atrium CMDB exam is included. All students enrolled for the BMC Atrium CMDB : Administering Part 3 course are automatically enrolled for the exam. However, taking the exam and pursuing certification is optional. For more information, visit the BMC Atrium CMDB Certification page. Model complex systems Extend the CDM using extension packs Customize class icons Explore data federation using retrieval method Map assets to CMDB Normalize third-party data against the Product Catalog Use Pentaho Spoon GUI to load data from XML and CSV data sources Edit transformation job using Pentaho Spoon Customize the CMDB UI for asset management Reconcile multiple discovery datasets Predict impact on CIs using AIS console Create Dynamic Service Model 47

51 ATRIUM BMC ATRIUM CMDB : WHAT S NEW SPPT-ACMW-0800 BMC Atrium CMDB Web-Based Training (WBT) 2 Hours CMDB Administrators and Configuration Managers CMDB Application Developers IT Managers and Project Managers BMC Atrium CMDB : Administering Part 1 (WBT) BMC Atrium CMDB : Administering Part 2 (ILO/ILT) BMC Atrium CMDB : Administering Part 3 (ILO/ILT) The BMC Atrium CMDB : What s New course is designed for CMDB administrators, configuration managers, and application developers with previous BMC Atrium CMDB education and experience. This self-paced course introduces participants to the new features in BMC Atrium CMDB The course is designed for individuals who have progressed through the BMC Atrium CMDB learning path and want to learn how the new changes will impact the way they perform key functions in the CMDB when they upgrade to Identify new access point to launch Atrium Integrator console Review Pentaho infrastructure changes Describe AI Migration tool and workflow Identify additional Atrium Integrator enhancements Describe BMC Atrium Service Context architecture Identify Service Context Summary window View BMC Atrium Service Context information in BMC Atrium Explorer Describe Normalization Engine changes to support new Product Catalog data Describe Custom Normalization feature Use New Relationship and Impact tabs Show new Hub And Spoke configuration tab Identify New Service Provider option Identify Improved Product Catalog data provided by BMC Explain CMDB C API enhancements Show Atrium Single Sign-On enhancements Describe Reconciliation Engine enhancements Identify the online documentation portal Customize the Dashboard for your needs Export online documentation to PDF Leverage BMC communities 48

52 ATRIUM BMC ATRIUM CMDB 8.0: ADMINISTERING PART 1 SPPT-ACM BMC Atrium CMDB 8.0 Web-Based Training (WBT) 5 Hours Configuration Managers CMDB Administrators CMDB Application Developers IT Managers Project Managers BMC Remedy AR System : Foundation Part 1 This online course provides BMC Atrium CMDB 8.0 configuration managers, administrators, and developers with an introduction to CMDB administration. BMC Atrium concepts, console features, and basic techniques are taught using product simulations. The self-paced module quizzes allow you to test your skills as the course progresses. This course is a prerequisite to all other BMC Atrium CMDB 8.0 courses. Describe the evolution of CMDB Recognize Configuration Management Describe the purpose of CMDB Identify Federation and its concepts Identify the Common Data Model and its classes Identify the concept of Namespace and Extension Identify the purpose of reconciling CMDB data Identify the Reconciliation process Identify the uses of Product Catalog Identify the Normalization process Identify the BMC Atrium Core Console Navigate the Class Manager Identify the necessity of planning CMDB RECOMMENDED ITIL : Foundation Certification ITIL : Awareness (WBT) 49

53 ATRIUM BMC ATRIUM CMDB 8.X: ADMINISTERING PART 2 SPPT-ACM BMC Atrium CMDB 8.x Instructor-Led Training (ILO/ILT) 5 Days Configuration Managers CMDB Administrators CMDB Application Developers BMC Remedy AR System 8.0: Foundation Part 1 BMC Remedy AR System 8.0: Foundation Part 2 (ILO/ILT) BMC Atrium CMDB 8.0: Administering Part 1 (WBT) This course provides BMC Atrium CMDB 8.x application administrators with the concepts and hands-on experience to incorporate best practices when administering the BMC Atrium CMDB 8.x application. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer and use the BMC Atrium CMDB 8.x application. Use tools to manage the Common Data Model Create custom classes Create regular CIs and relationship CIs Customize CI searches by using the new query builder Control access to the CMDB Federate CI data Use the Atrium Integrator feature to populate the CMDB Use Product Catalog to add catalog entries Use Normalization Engine and Reconciliation Engine to keep CI data clean and up-to-date Use the cmdbdriver utility to migrate CMDB components 50

54 ATRIUM BMC ATRIUM CMDB 8.X: ADMINISTERING PART 3 SPPT-ACM BMC Atrium CMDB 8.x Instructor-Led Training (ILO/ILT) 5 Days Configuration Managers CMDB Administrators CMDB Application Developers BMC Remedy AR System 8.0: Foundation Part 1 BMC Remedy AR System 8.0: Foundation Part 2 (ILO/ILT) BMC Atrium CMDB 8.0: Administering Part 1 (WBT) BMC Atrium CMDB 8.x: Administering Part 2 (ILO/ILT) This course covers advanced topics for the administration, implementation, and configuration of the BMC Atrium CMDB. Through a combination of experience, lecture, lab exercises, interactive scenarios, and collaborative discussions, you learn to model complex applications; extend the Common Data Model (CDM); use the AI Spoon graphical user interface to build data transfer jobs with XML and CSV files as data sources; debug data integration jobs in Spoon; configure the CMDB to support asset management; reconcile across multiple discovery datasets; and work with various impact service models. In this workshop environment, students use a real-world case study to plan, analyze, determine, and perform the necessary steps to administer and configure the CMDB to support the corresponding business processes. Workshop activities include online demos, simulations and quizzes, scenario-based guided hands-on lab exercises, and research exercises. This course ends with a final examination and the designation of BMC Accredited Administrator: BMC Atrium CMDB 8.x. Upon completion, you return to your organization with increased visibility as a recognized BMC Atrium CMDB management expert and with improved capabilities to impact your business. NOTE: In this course, the BMC Accredited Administrator: BMC Atrium CMDB 8.x exam is included. All students enrolled for the BMC Atrium CMDB 8.x: Administering Part 3 course are automatically enrolled for the exam. However, taking the exam and pursuing certification is optional. Model complex systems Extend the CDM using extension packs Customize class icons Explore data federation using retrieval method Map assets to CMDB Normalize third-party data against the Product Catalog Use AI Spoon GUI to load data from XML and CSV data sources Edit transformation job using AI Spoon Customize the CMDB UI for Asset Management Reconcile multiple discovery datasets Predict impact on CIs using AIS console Create Dynamic Service Model Describe Service Context 51

55 ATRIUM BMC ATRIUM CMDB 9.0: FOUNDATION SPPT-ACMF-0900 BMC Atrium CMDB 9.0 Web-Based Training (WBT) 2.5 Hours Configuration Manager CMDB Administrator Application Developer None This online course provides the fundamentals for using the BMC Atrium CMDB 9.0 product. It describes the Common Data Model. It also explains the reconciliation and integration of data in the CMDB. Additionally, it introduces the BMC Atrium Core Console. Explain the concept of federation Explain the Common Data Model (CDM) Describe the structure of a reconciliation job Explain how Reconciliation Engine works with the CMDB to reconcile data Navigate the BMC Atrium Core Console Find instances using saved queries Create CIs and relationships manually Create views Filter CIs 52

56 ATRIUM BMC ATRIUM CMDB 9.0: FOR CONFIGURATION MANAGERS PART 1 SPPT-ACC BMC Atrium CMDB 9.0 This course is designed for Configuration Managers responsible for the Configuration Management process, population of the Configuration Management system (including federation), devising data access permissions, management and definition of automated data management jobs, and rules to maintain a standard Catalog of Products. Web-Based Training (WBT) 4 Hours Configuration Managers BMC Remedy AR System Concepts 9.0 (WBT) BMC Atrium CMDB 9.0: Foundation (WBT) BMC Atrium CMDB 9.0: For Consumers (ILO/ILT) Describe the goals of the Configuration Manager Describe the Common Data Model (CDM) Explain mapping data to the BMC Atrium CMDB classes Describe the data model extensibility Explain Denormalized CMDB Data Storage Describe Group and Role mappings Set permissions to classes and attributes Explain instance-level permissions Explain Dataset-level permission Describe BMC Discovery Modules Describe Atrium Integrator Describe Atrium Spoon (in the context of CMDB Jobs) Describe the new preconfigured ADDM features in Atrium 9.0 Explain the MS SCCM Integration support Describe the Product Catalog Components Describe Normalization Describe a typical Normalization job Describe the best practices for Normalization Describe Normalization Engine logging Define Reconciliation Create a standard reconciliation job Review Federation concepts List Federation methods Describe the Launch Method of Federation Configure the Launch Method of Federation Define Service Model Describe the best practices for building a Service Model Describe Dynamic Service Modeling Describe the Service Catalog Create new service offering in the Service Catalog Describe Drift Management Describe a Comparison Job 53

57 ATRIUM BMC ATRIUM CMDB 9.0: FOR CONSUMERS SPPT-ACFC-0900 BMC Atrium CMDB 9.0 Instructor-Led Training (ILO/ILT) Two days CMDB Consumers None This course provides you with an overview of the CMDB consumers. It also explains the BMC Atrium Console, including the Explorer and the new CMDB Dashboard. In addition, it describes how IT Service Management (ITSM), Service Request Management (SRM), and BMC ProactiveNet Performance Management (BPPM), now known as BMC TrueSight Operations Management, consume CI data of the CMDB. Explain consumers of the CMDB Explain the BMC Atrium Console Describe the Product Catalog Describe how ITSM consume CI data Describe how SRM consume CI data Describe how BPPM consume CI data 54

58 ATRIUM BMC ATRIUM CMDB 9.0: OVERVIEW SPPT-ACOV-0900 BMC Atrium CMDB 9.0 Web-Based Training (WBT) 35 minutes CMDB Consumers Configuration Manager CMDB Administrator Application Developer This online course provides an overview of the BMC Atrium CMDB 9.0 product. It explains the evolution of the Configuration Management Database (CMDB). It also describes the ITIL Processes. Additionally, it introduces the BMC Atrium CMDB environment. Understand managing Inventory Management and Asset Management Describe the evolution of Configuration Management Database (CMDB) Explain Configuration Management Explain the ITIL Configuration Management process Describe Configurations Items (CIs) Describe Configuration Management Database (CMDB) Describe providers and consumers of CMDB data None 55

59 ATRIUM BMC ATRIUM CMDB 9.0: WHAT S NEW SPPT-ACMW-0900 BMC Atrium CMDB 9.0 Web-Based Training (WBT) 2 Hours CMDB Administrators and Configuration Managers CMDB Application Developers IT Managers and Project Managers None The BMC Atrium CMDB 9.0: What s New course is designed for CMDB Administrators, Configuration Managers, and Application Developers with previous BMC Atrium CMDB 8.x education and experience. This self-paced course introduces participants to the new features in BMC Atrium CMDB 9.0. The course is designed for individuals who have progressed through the BMC Atrium CMDB 8.x learning path and want to learn how the new changes will impact the way they perform key functions in the CMDB when they upgrade to 9.0. Describe the BMC Atrium CMDB Dashboard Describe DCDS Describe the ways to perform DCDS Explain BMC Atrium CMDB dataset level permissions Assign permissions to a dataset Provide an overview of the supportability enhancement in 9.0 Provide an overview of the Centralized Configuration System (CCS) Describe plug-in server configuration changes in 9.0 Configure logs for shared plug-ins Modify plug-in configuration in a user-defined way Configure the BMC Atrium CMDB Engine logs Configure the BMC Atrium CMDB Engine using the Configuration tab Describe the logging level configuration changes Provide an overview of the out-of-the-box features for ADDM Describe the BMC.ADDM dataset Describe the ADDM Reconciliation job Provide an overview of the out-of-the-box features for SCCM Provide an overview of REST API Log in information for REST API Run operations on instance objects Explain the ways to issue and send a token Describe how to create the token Describe how to release the token Describe the supported operations List the common parameters Describe the HTTP status codes 56

60 ATRIUM BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.0: ADMINISTERING AUTO-ADA BMC Atrium Discovery and Dependency Mapping 10.0 Instructor-Led Training (ILO/ILT) This course provides information on the key concepts and core functionality of BMC Atrium Discovery and Dependency Mapping (ADDM) version The course reviews all improvements made to BMC Atrium Discovery and Dependency Mapping, including Big Discovery clustering (which is the focus of this release), increased scale and performance, as well as compliance and security inclusions. Participants receive pertinent information on architecture, functionalities, utilities, configurations, and troubleshooting tips for optimal deployment. 5 Days Technical members of the project team responsible for deploying BMC Atrium Discovery and Dependency Mapping Configuration Managers Project Managers Familiarity with the Linux command line Knowledge of simple regular expressions and scripting languages such as Perl, Python, or Bash Identify the need for BMC Atrium Discovery Describe the working of BMC Atrium Discovery Describe the compliance support of BMC Atrium discovery Review the layout and utilities in the user interface Access available dashboards and configure dashboards Set up users and configure User Interface security Describe a taxonomy and view standard patterns from the UI Run a basic discovery scan and interpret the results Explain different Discovery access types Configure credentials for scans in BMC Atrium Discovery Describe patterns Explain the concept of first scan, second scan, and optimization in a discovery run Monitor discovery runs Diagnose and troubleshoot discovery issues Execute basic and advanced query language queries Create custom reports Use search clauses in creating search queries Run reports and view dependencies using visualizations Create manual groups and working sets of hosts Describe clustering and cluster management in BMC Atrium Discovery Examine and modify an appliance baseline Back up discovered data using snapshots and restore a backup Consolidate discovered data from multiple appliances to a single appliance Describe integration with BMC Atrium CMDB Describe file system hierarchy in BMC Atrium Discovery 57

61 ATRIUM BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.0: CREATING PATTERNS AUTO-DMCP-1000 BMC Atrium Discovery and Dependency Mapping v10.0 Instructor-Led Training (ILO/ILT) 5 Days Technical members of the project team responsible for deploying BMC Atrium Discovery and Dependency Mapping Configuration Managers Project Managers Familiarity with the Linux command line interface Knowledge of simple regular expressions and scripting languages such as Perl, Python, or Bash Recommended but not required: BMC Atrium Discovery and Dependency Mapping 10.0: Administering (ILO/ILT) This course enables participants to extend and maintain a BMC Atrium Discovery and Dependency Mapping (BMC Atrium Discovery) deployment beyond the initial baseline. This course also enables participants to extend discovery using the product s Collaborative Application Mapping (CAM) feature and The Pattern Language (TPL) to discover and model the complex custom software and business applications. NOTE: Included in this course is the examination for BMC Accredited Administrator: BMC Atrium Discovery and Dependency Mapping Taking the exam and pursuing accreditation is optional, however all students enrolled in the BMC Atrium Discovery and Dependency Mapping 10.0: Creating Patterns course automatically are enrolled in the exam. Following the completion of the BMC Atrium Discovery and Dependency Mapping 10.0: Creating Patterns course, you will have three weeks to take the BMC Accredited Administrator examination online. You can take the exam twice within this period. Those who pass will receive the title of BMC Accredited Administrator: BMC Atrium Discovery and Dependency Mapping Those who do not take the exam within this timeframe will not be granted a retake. Describe the data model and operating principles Review important functions in The Pattern Language Describe the Collaborative Application Mapping process Adapt pattern templates to discover custom software Use the manual pattern execution to quickly test the patterns Use The Pattern Language (TPL) concepts Extract data using XPath and Regular Expressions Write efficient regular expressions for triggers Model Software Instances and Business Application Instances Identify the techniques available to discover the versions of Software Instances and Business Application Instances Build a complete, versioned application model with relationships Describe best practices to use TPL and develop solutions 58

62 ATRIUM BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.1: ADMINISTERING SPPT-ADA BMC Atrium Discovery and Dependency Mapping 10.1 Instructor-Led Training (ILO/ILT) 5 Days Technical members of the project team responsible for deploying BMC Atrium Discovery and Dependency Mapping Configuration Managers Project Managers Familiarity with the Linux command line Knowledge of simple regular expressions and scripting languages such as Perl, Python, or Bash This course provides information on the key concepts and core functionality of BMC Atrium Discovery and Dependency Mapping (ADDM) version The course covers new features (including Storage Discovery) and improvements made to BMC Atrium Discovery and Dependency Mapping. Participants will receive all important information on architecture, functionalities, utilities, configurations, and troubleshooting tips for optimal deployment. Identify the need for BMC Atrium Discovery Describe the working of BMC Atrium Discovery Describe the compliance support of BMC Atrium Discovery Review the layout and utilities in the user interface Access available dashboards and configure dashboards Set up users and configure User Interface security Describe a taxonomy and view standard patterns from the UI Run a basic discovery scan and interpret the results Explain different discovery access types Configure credentials for scans in BMC Atrium Discovery Describe storage discovery in BMC Atrium Discovery Describe patterns Explain the concept of first scan, second scan, and optimization in a discovery run Monitor discovery runs Diagnose and troubleshoot discovery issues Execute basic and advanced query language queries Use search clauses in creating search queries Run reports and view dependencies using visualizations Create manual groups and working sets of hosts Describe clustering and cluster management in BMC Atrium Discovery Explain Load Balancer discovery in BMC Atrium Discovery Examine and modify an appliance baseline Back up discovered data using snapshots and restore a backup Consolidate discovered data from multiple appliances to a single appliance Describe integration with BMC Atrium CMDB Describe file system hierarchy in BMC Atrium Discovery Explain how to gather information for appliance support 59

63 ATRIUM BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.1: FOR STORAGE MANAGERS SPPT-DMSM-1010 BMC Atrium Discovery and Dependency Mapping 10.1 Web-Based Training (WBT) 0.5 Hour Storage Managers None This course focuses on the role of Storage Managers, who can learn how BMC Atrium Discovery and Dependency Mapping 10.1 (BMC Atrium Discovery 10.1) helps provide information on various storage devices in a network. This course provides a brief background and overview of the BMC Atrium Discovery product. It also indicates how this release of BMC Atrium Discovery enables you to discover specific information for diverse storage devices in a network (Storage Discovery). NOTE: Storage Discovery requires a separately licensed add-on to BMC Atrium Discovery Contact your BMC Account Manager for information on acquiring the add-on. Explain briefly the features and functionalities of BMC Atrium Discovery Describe Storage Discovery introduced in BMC Atrium Discovery 10.1 Explain basic concepts in storage Describe the main information needs of Storage Managers Describe how BMC Atrium Discovery 10.1 discovers storage information List specific storage entities and storage devices discovered by BMC Atrium Discovery

64 ATRIUM BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 9.0: ADMINISTERING AUTO-ADA BMC Atrium Discovery and Dependency Mapping 9.0 Instructor-Led Training (ILO/ILT) 4 Days Technical members of the project team responsible for deploying BMC Atrium Discovery and Dependency Mapping Configuration Managers Project Managers Familiarity with the Linux command line Knowledge of simple regular expressions and scripting languages such as Perl, Python, or Bash This course provides information on the key concepts and core functionality of BMC Atrium Discovery and Dependency Mapping version 9.0, including improvements and newly added features. The course also provides information on the architecture, functionalities, utilities, configurations, and troubleshooting tips for effective deployment. In addition, this course includes information on improvements and new features in BMC Atrium Discovery. On completion of the course, participants will be able to configure and optimally use BMC Atrium Discovery. Identify the need for BMC Atrium Discovery Describe the working of BMC Atrium Discovery Review the layout and utilities in the user interface Install and configure Windows discovery proxies Set up users and configure User Interface security Describe a taxonomy and view standard patterns from the UI Access available dashboards and configure dashboards Run reports and view dependencies using visualizations Create manual groups and working sets of hosts Execute basic and advanced query language Use search clauses in creating search queries Create custom reports Describe and configure patterns as needed Run a discovery scan and interpret the results Explain the concept of first scan, second scan, and optimization in a discovery run Review all supported credentials in BMC Atrium Discovery Configure Windows proxies for scans in BMC Atrium Discovery Explain the different discovery access types Monitor discovery runs Diagnose and troubleshoot discovery issues Back up discovered data using snapshots Examine and modify an appliance baseline Consolidate discovered data from multiple appliances to a single appliance Describe file system hierarchy in BMC Atrium Discovery Configure integration with BMC Atrium CMDB 61

65 ATRIUM BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 9.0: CREATING PATTERNS AUTO-DMCP-0900 BMC Atrium Discovery and Dependency Mapping 9.0 Instructor-Led Training (ILO/ILT) 4 Days This course enables participants to extend and maintain a BMC Atrium Discovery and Dependency Mapping (BMC Atrium Discovery) deployment beyond the initial baseline. This course also enables participants to extend discovery using the product s Collaborative Application Mapping feature and The Pattern Language (TPL) to discover and model the complex custom software and business applications. NOTE: Included in this course is the examination for BMC Accredited Administrator: BMC Atrium Discovery and Dependency Mapping 9.0. Taking the exam and pursuing accreditation is optional, however all students enrolled in the BMC Atrium Discovery and Dependency Mapping 9.0 course automatically are enrolled in the exam. Following the completion of the BMC Atrium Discovery and Dependency Mapping 9.0 course, you will have three weeks to take the BMC Accredited Administrator examination online. You can take the exam twice within this period. Those who pass will receive the title of BMC Accredited Administrator: BMC Atrium Discovery and Dependency Mapping 9.0. Those who do not take the exam within this timeframe will not be granted a retake. Technical members of the project team responsible for deploying BMC Atrium Discovery and Dependency Mapping 9.0 Configuration Managers Project Managers BMC Atrium Discovery and Dependency Mapping 9.0: Administering (ILO/ILT) Familiarity with the Linux command line interface Knowledge of simple regular expressions and scripting languages such as Perl, Python, or Bash Describe the data model and operating principles Extend the taxonomy Describe the Collaborative Application Mapping process Adapt pattern templates to discover custom software Test the patterns quickly, using the manual pattern execution Use The Pattern Language (TPL) concepts Extend discovery to capture the new Host and Software attributes Review important functions in The Pattern Language Extract data using XPath and Regular Expressions Write efficient triggers Model Software Instances and Business Application Instances Identify the techniques available to discover the versions of Software Instances and Business Application Instances Build a complete, versioned application model with relationships Create user-defined functions in patterns 62

66 ATRIUM BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 9.0: WHAT S NEW AUTO-DMWN-0900 BMC Atrium Discovery and Dependency Mapping 9.0 Web-Based Training (WBT) 1 Hour Configuration Managers Project Managers In this online course, participants learn about the new features and improvements made to version 9.0 of the BMC Atrium Discovery and Dependency Mapping product. Review the new features introduced in BMC Atrium Discovery and Dependency Mapping 9.0 Explain the need for migration and upgrade to BMC Atrium Discovery and Dependency Mapping 9.0 Explain the implications of shifting to Internet Protocol version 6 (IPv6) Review how to create custom rules to identify unknown SNMP devices Explain the desktop exclusion feature and support for Solaris 11 Describe the appliance backup utility Explain disk management from the UI Review the deprecated features BMC Atrium Discovery and Dependency Mapping 8.3: Administering (ILO/ILT) BMC Atrium Discovery and Dependency Mapping 8.3: Creating Patterns (ILO/ILT) 63

67 ATRIUM BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING: SOLUTIONS, CAPABILITIES, AND BUSINESS USE CASES BESA-ASCB-0100 BMC Atrium Discovery and Dependency Mapping This free, online course provides an overview of BMC Atrium Discovery and Dependency Mapping. In this course, students will learn about the features and capabilities of BMC Atrium Discovery. Students will also learn about use cases and examples of BMC Atrium Discovery. In addition, students will learn about the various phases of creating an application map. Web-Based Training (WBT) 1 Hour 64

68 ATRIUM BMC ATRIUM ORCHESTRATOR 7.5: FOUNDATION PART 1 RSMG-AOF BMC Atrium Orchestrator 7.5 Web-Based Training (WBT) 2 Hours BMC Atrium Orchestrator Administrators Developers Operators This online course introduces students to the potential power of automating business processes with BMC Atrium Orchestrator 7.5. The primary focus of the course provides students with a basic foundation of the architecture, concepts, and terminology of BMC Atrium Orchestrator. The course is a prerequisite to the BMC Atrium Orchestrator 7.5: Foundation Part 2 course. Identify the purpose of BMC Atrium Orchestrator Identify the functions of BMC Atrium Orchestrator Identify the benefits of BMC Atrium Orchestrator Identify the components of BMC Atrium Orchestrator Introduce the Access Manager Identify the purpose and functions of the Grid Manager Identify the purpose and functions of the Development Studio Identify the Operator Control Panel None 65

69 ATRIUM BMC ATRIUM ORCHESTRATOR 7.6: FOUNDATION PART 2 RSMG-AOF BMC Atrium Orchestrator 7.6 Instructor-Led Training (ILO/ILT) 5 Days IT Administrators Process Designers Software Developers BMC Atrium Orchestrator 7.5: Foundation Part 1 (WBT) Knowledge of XML and XPATH This five-day hands-on workshop guides learners as they discover and cultivate the skills necessary to establish and maintain basic BMC Atrium Orchestrator processes. The course creates an environment in which learners can install, build, and test the BMC Atrium Orchestrator infrastructure. Participants in this course must be active learners. This class does not include lengthy lectures or a step-by-step student guide. Instead, learners are presented with real-world tasks and the information and tools necessary to complete each task. Learners then work individually and together, with instructor supervision, to develop basic BMC Atrium Orchestrator skills. Materials are provided that can be referenced during and after the class. Identify, install, and configure the primary components of the BMC Atrium Orchestrator infrastructure Install the third-party components necessary to create a basic development environment Identify the elements of the Development Studio Create processes that invoke the following adapters: Simple Mail Transfer Protocol (SMTP) Structured Query Language (SQL) Secure Shell (SSH) Simple Network Management Protocol (SNMP) Hypertext Transfer Protocol (HTTP) Use XPATH to transform data Use Context Item Variables Embed processes Identify advanced process activities including the switch and loop activities Add Compensation to workflow processes Schedule job execution Use the Debugger tool 66

70 ATRIUM BMC ATRIUM ORCHESTRATOR 7.6: FOUNDATION PART 3 RSMG-AOF BMC Atrium Orchestrator 7.6 Instructor-Led Training (ILO/ILT) 5 Days This course is for individuals responsible for creating and maintaining BMC Atrium Orchestrator processes BMC Atrium Orchestrator 7.5: Foundation Part 2 or BMC Atrium Orchestrator 7.6: Foundation Part 2 This five-day, instructor-led course introduces advanced topics and features of BMC Atrium Orchestrator. Students are introduced to core Web Services standards such as SOAP, WSDL, and HTTP Communication. Use of Extensible Stylesheet Language in BMC Atrium Orchestrator enables the student to generate complex and detailed XML documents within workflows. Students are introduced to the product s built-in auditing and metrics collection facilities and how to instrument individual workflows with Metrics activities. Finally, this course introduces integration with BMC BladeLogic Server Automation. This enables BMC Atrium Orchestrator to conduct datacenter-wide audit, compliance, and software deployments across multiple operating systems and servers. Discuss key Web Services concepts including HTTP, REST, and SOAP Introduce techniques to communicate with Web Services in BMC Atrium Orchestrator Instruct how to expose a workflow as a Web Service and how to activate the workflow Discuss XSL Transformations Discuss how to use XSL Transformations in workflows Instruct on the use of the Advanced Transform editor Instruct on the use of the Call Adapter activity and how to invoke adapters using both static and dynamic parameters Discuss the use of the Metrics Activity Instruct on the use of Auditing and Metrics Review database configuration for Metric recording Explore the BMC Atrium Orchestrator to BMC BladeLogic integration including adapters, configuration, validation, and use 67

71 ATRIUM BMC ATRIUM SERVICE LEVEL MANAGEMENT 8.1: BASIC SPPT-SLMB-0810 BMC Atrium Service Level Management 8.1 Web-Based Training (WBT) 5 Hours Service Level Managers Applications Administrators ITIL : Foundation Certification or ITIL : Awareness (WBT) The BMC Atrium Service Level Management 8.1 application provides a combined solution to bridge operations and services. This application is designed to ensure delivery of agreed-upon levels of service to the customers. In this online course, service level managers and applications administrators gain competency in defining, creating, managing, and monitoring agreements, service targets, and contracts, using the BMC Atrium SLM 8.1 application, which helps them to monitor the performance of a service, other configuration items, and infrastructure processes. Participants also learn how to generate and interpret reports using the Report Console to document critical metrics about Service Level Agreements (SLAs). Describe Service Level Management (SLM) benefits Describe the Process flows for BMC Atrium Service Level Management Describe the Service Level Agreement lifecycle Identify the roles associated with SLM Identify the Service Level Management Console Distinguish among Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs) Describe the process of planning, defining, and negotiating terms of SLA requirements Use the service target templates Define service target terms and conditions using the Advanced mode Create agreements using the Service Level Management (SLM) Console Explain the process of creating contracts and associating them with new or existing agreements Define compliance targets to track agreement performance Monitor SLAs and service targets using the Service Level Management (SLM) Dashboard Explain the process for creating and viewing general reports and using advanced qualifications 68

72 ATRIUM BMC AUTOMATION STRATEGY AND BEST PRACTICES IMPLEMENTATION AUTO-SBPI-0850 Data Center Automation, Cloud Lifecycle Management, IT Service Management, and CMDB Atrium Instructor-Led Training (ILO/ILT) 2 Days Day 1: Architects, IT Operation Executives, Directors, Data Center Technical Leaders, and Change Agents Day 2: Automation Leads and Team Members Review BMC Automation Passport Whitepaper Attend a BMC Executive Briefing or advanced knowledge of BMC Automation technology This course provides a best practices approach to plan and implement critical cloud data center automation solutions that deliver measurable business value. The course guides students on how to apply BMC s Automation Passport framework to build a holistic automation strategy that goes beyond technology to incorporate the organizational and process changes required for automation success. This course has a unique two-day design. On the first day, automation strategy leaders are invited to attend with their key automation implementation leads. Those driving implementation or comprehensive automation initiatives will stay for a second day of practical training and exchange. This course ends with a final examination and the designation of BMC Accredited Architect: BMC Automation Strategy and Best Practices Implementation. Assess company s current level of automation Develop a strategy to achieve business goals through increased automation Learn to use tools to build a business case for automation Gain a broad understanding of key technologies and capabilities necessary for increasing values, critical success factors, and a customized roadmap 69

73 BMC Bladelogic Server Automation

74 BLADELOGIC SERVER AUTOMATION BMC BLADELOGIC SERVER AUTOMATION 8.5: FOUNDATION PART 1 AUTO-SAF BladeLogic Server Automation Suite 8.5 Web-Based Training (WBT) The BladeLogic Server Automation 8.5: Foundation Part 1 online course introduces students to the core components that comprise the BladeLogic Server Automation environment and the user interface used to provide end-user functionality. Through examples, students learn about key benefits and features of the BladeLogic Server Automation Suite. Students also learn about the architecture of the BladeLogic Server Automation solution, and concepts and terminology related to product functionality. After completing the course, students be will be prepared for participating in the BladeLogic Server Automation 8.5: Foundation Part 2 instructor-led course. 3 Hours Automation Specialists Administrators Students should have a basic understanding of UNIX and Microsoft Windows operating systems, relational databases, network and application server administration, and client server application deployment Identify key features and benefits of the BladeLogic Server Automation solution Describe the architecture of the BladeLogic Server Automation solution, and the relationships of the various solution components to product functionality Define terminology related to the BladeLogic Server Automation solution Describe the five categories of System Objects, and the purpose of each Describe the types of data center automation jobs that can be created and scheduled using the BMC BladeLogic Server Automation Console, and describe their purpose Access and use BladeLogic end-user tools Generate reports using BMC Decision Support for Server Automation (BDSSA) Use the BladeLogic Server Automation Console to define security policies Create and manage BladeLogic Server Automation users Manage and organize system objects using Smart Groups and Folders Define properties for system objects Create and manage job objects Import servers into the BladeLogic Server Automation Console Perform common management functions on servers 71

75 BLADELOGIC SERVER AUTOMATION BMC BLADELOGIC SERVER AUTOMATION 8.5: FOUNDATION PART 2 AUTO-SAF BladeLogic Server Automation Suite 8.5 Instructor-Led Training (ILO/ILT) 5 Days Product Users System Administrators Network Engineering Personnel, Compliance Engineers for Server and Network Security Operations teams for platform support, application support, Help Desk, and Network Operations Centers (NOCs) Other IT Professionals BladeLogic Server Automation 8.5: Foundation Part 1 (WBT) This course is designed for BladeLogic Server Automation administrators and users responsible for implementing and managing client/server business applications, managing contention servers, and ensuring compliance with company or government policies related to Configuration Management. Participants learn how to use the BladeLogic Server Automation console to automate and simplify server configuration management tasks. Learners will benefit from in-depth presentations and demonstrations from expert instructors, and hands-on lab exercises in a virtual environment that will provide the opportunity for practical application of the presented concepts, methods, and procedures. Create, import, and decommission server objects Use built-in and extended system object classes and properties to automate and simplify server configuration management tasks Create Snapshots to store important server assets for use in auditing Analyze servers for patch compliance, and add rules to an existing component to enable testing for compliance Audit multiple servers and applications to ensure compliance with company and/or government policies, using compliance content Remediate compliance exceptions and audit remediation results Use the BladeLogic Server Automation console to create BLPackages to deploy content, configuration changes, and applications on remote servers Perform patch management Deploy multiple applications and configuration changes in sequence Use BladeLogic Server Automation to perform online Windows patching 72

76 BLADELOGIC SERVER AUTOMATION BMC BLADELOGIC SERVER AUTOMATION 8.5: FOUNDATION PART 3 AUTO-SAF BladeLogic Server Automation Suite 8.5 Instructor-Led Training (ILO/ILT) 5 Days Product Users System Administrators Network Engineering Personnel, Compliance Engineers for server and Network Security Operations teams for platform support, application support, Help Desk, and Network Operations Centers (NOCs) Other IT Professionals BladeLogic Automation 8.5: Foundation Part 2 This course is designed for administrators responsible for administering and maintaining the BladeLogic Server Automation (BSA) environment. Students learn how to plan and scale the BSA environment using best practice techniques; plan and apply best practice techniques to security and access management; perform application release management; configure a PXE-based provisioning solution using BSA; and use NSH scripts and the BladeLogic Command Line Interface (BLCLI). Students also use BSA to manage an ESX server and perform administration for BMC Decision Support for Server Automation, the reporting tool used with BSA. This course ends with a final exam and the designation of BMC Accredited Administrator: BMC BladeLogic Server Automation 8.5. Upon completion, students will return to their organizations with increased visibility as a recognized BMC Server Automation Administrator and with improved capabilities to impact their business processes. NOTE: In this course, the BMC Accredited Administrator: BMC BladeLogic Server Automation 8.5 exam is included. All students enrolled in the BladeLogic Server Automation 8.5: Foundation Part 3 course are automatically enrolled in the exam. However, taking the exam and pursuing certification is optional. For more information, visit click Customer Certification Programs, and select BMC Accredited Administrator: BMC Server Automation 8.2. Set up users and role-based access controls with Role Based Access Control (RBAC) Manager Administer object-based access in the BMC Server Automation console Identify security best practices Configure and perform application release management Install and configure a PXE-based provisioning solution Provision an Microsoft Windows Server 2008 operating system Use post-provision batch jobs for full stack provisioning Use BMC Server Automation to manage virtualization Use NSH/BLCLI performance commands View additional Course Objectives for this training at

77 BLADELOGIC SERVER AUTOMATION BMC SERVER AUTOMATION 8.2: FOUNDATION PART 1 AUTO-SAF BMC Server Automation Suite 8.2 Web-Based Training (WBT) The BMC Server Automation 8.2: Foundation Part 1 online course introduces students to the core components that comprise the BMC Server Automation environment and the user interface used to provide end-user functionality. Through examples, students learn about key benefits and features of the BMC Server Automation Suite. Students also learn about the architecture of the BMC Server Automation solution, and concepts and terminology related to product functionality. After completing the course, students will be prepared for participating in the BMC Server Automation 8.2: Foundation Part 2 instructor-led course. 3 Hours Administrators Developers Students should have a basic understanding of UNIX and Microsoft Windows operating systems, relational databases, network and application server administration, and client server application deployment Recommended: BMC Server Automation 8.2: What s New Identify key features and benefits of the BMC Server Automation solution Describe the architecture of the BMC Server Automation solution, and the relationships of the various solution components to product functionality Define terminology related to the BMC Server Automation solution Describe the five categories of System Objects, and the purpose of each Describe the types of data center automation jobs that can be created and scheduled using the BMC BladeLogic Server Automation Console, and describe their purpose Access and use BMC BladeLogic end-user tools Generate reports using BMC Decision Support for Server Automation (BDSSA) Use the BMC Server Automation Console to define security policies Create and manage BMC Server Automation users Manage and organize system objects using Smart Groups and Folders Define properties for system objects Create and manage job objects Import servers into the BMC Server Automation Console Perform common management functions on servers 74

78 BLADELOGIC SERVER AUTOMATION BMC SERVER AUTOMATION 8.2: FOUNDATION PART 2 AUTO-SAF BMC Server Automation Instructor-Led Training (ILO/ILT) This course is designed for BMC Server Automation administrators and users responsible for implementing and managing client/server business applications, ensuring compliance with company or government policies related to configuration management, and managing contention servers. Participants learn how to automate and simplify server configuration management tasks with the BMC Server Automation Console. Learners benefit from in-depth presentations and demonstrations from expert instructors, and hands-on lab exercises in a virtual environment that provides the opportunity for practical application of the presented concepts, methods, and procedures. 5 Days Product Users System Administrators Network Engineering Personnel, Compliance Engineers for Server and Network Security Operations Teams for Platform Support, Application Support, Help Desk, and Network Operations Centers (NOCs) Other IT Professionals BMC Server Automation 8.2: Foundation Part 1 (WBT) Review the BMC Server Automation architecture and capabilities Create users and role-based access controls with Role Based Access Control (RBAC) Manager Create, import, and decommission server objects Use built-in and extended system object classes and properties to automate and simplify server configuration management tasks Create Snapshots to store important server assets for use in auditing Analyze servers for patch compliance and add rules to an existing component to enable testing for compliance Audit multiple servers and applications to ensure compliance with company and/or government policies using compliance content Remediate compliance exceptions and audit remediation results Use the BMC Server Automation console to create BLPackages to deploy content, configuration changes, and applications on remote servers Perform patch management Deploy multiple applications and configuration changes in sequence Use the BMC Server Automation to perform online Windows patching Understand the basic concepts of the BMC BladeLogic Decision Support for Server Automation 75

79 BLADELOGIC SERVER AUTOMATION BMC SERVER AUTOMATION 8.2: FOUNDATION PART 3 AUTO-SAF BMC Server Automation Instructor-Led Training (ILO/ILT) 5 Days Product Users System Administrators Network Engineering Personnel, Compliance Engineers for Server and Network Eecurity Operations Teams for Platform Support, Application Support, Help Desk, and Network Operations Centers (NOCs) Other IT Professionals BMC Server Automation 8.2: Foundation Part 2 This course is designed for administrators responsible for administering and maintaining the BMC Server Automation (BSA) environment. Students learn how to plan and scale the BSA environment using best practice techniques; plan and apply best practice techniques to security and access management; perform application release management; configure a PXE-based provisioning solution using BSA; and use NSH scripts and the BladeLogic Command Line Interface (BLCLI). Students also use BSA to manage an ESX server and perform administration for BMC Decision Support for Server Automation, the reporting tool used with BSA. This course ends with a final exam and the designation of BMC Accredited Administrator: BMC Server Automation 8.2. Upon completion, students will return to their organizations with increased visibility as a recognized BMC Server Automation Administrator and with improved capabilities to impact their business processes. NOTE: In this course, the BMC Accredited Administrator: BMC Server Automation 8.2 exam is included. All students enrolled in the BMC Server Automation 8.2: Foundation Part 3 course are automatically enrolled in the exam. However, taking the exam and pursuing certification is optional. For more information, visit com/education, click Customer Certification Programs, and select BMC Accredited Administrator: BMC Server Automation 8.2. Set up users and role-based access controls with Role Based Access Control (RBAC) Manager Administer object-based access in the BMC Server Automation Console Identify security best practices Configure and perform application release management Install and configure a PXE-based provisioning solution Provision a Microsoft Windows Server 2008 operating system Use post-provision batch jobs for full stack provisioning Use BMC Server Automation to manage virtualization Use NSH/BLCLI performance commands View additional Course Objectives for this training at

80 BMC Client Management

81 CLIENT MANAGEMENT BMC CLIENT MANAGEMENT 12.X: BOOT CAMP NUMA-CMBC-1200 BMC Client Management 12.x Instructor-Led Training (ILO/ILT) 5 Days IT Architects and Engineers IT Administrators None This 5-day instructor-led Boot Camp course provides the knowledge and critical skills necessary to administer BMC Client Management, with major focus placed on Core and Remote, Inventory Manager, Operating System Deployment, Software Deployment, Patch, Compliance, Device and Power Manager features. This is an accelerated course designed for experienced BMC Client Management administrators wanting to take full advantage of BMC Client Management features. Students will learn in a fast-paced environment created to transfer the maximum amount of Client Management expertise in a minimum amount of time. Given the compressed time frame and the volume of advanced content covered in this course, students must already be able to perform system basics such as navigating the interface, viewing an asset, and creating user accounts. This course is a requirement for all students who want to pursue certification. This course is followed by the BMC Accredited Administrator: BMC Client Management 12.x Exam and is designed to prepare students for the BMC Certified Professional: BMC Client Management 12.x Practical Exam. A passing score on both exams is required to become a certified BMC Client Management professional. Examine Client Management design, implementation, and configuration processes Configure Agent, Relay, and Remote features Examine Inventory Manager and Inventory Reports Examine and configure Patch Manager Examine compliance configuration Examine Deployment features and create custom packages Examine operating system deployment and configuration 78

82 CLIENT MANAGEMENT BMC CLIENT MANAGEMENT 12.X: INVENTORY MANAGER NUMA-CMIM-1200 BMC Client Management 12.x Instructor-Led Training (ILO/ILT) 3.5 Days IT Architects and Engineers IT Administrators None This 3.5-day training class has been designed for BMC Client Management users who need to learn how to configure BMC Client Management Inventory Manager to automate their inventory process, but do not need instruction on BMC Client Management Patch Manager. This hands-on training class will teach you to effectively discover, inventory, and maintain a comprehensive hardware and software inventory of your complex IT environment. This is accomplished through in-depth configuration and best practice instruction. Given the compressed time frame and the volume of advanced content covered in this course, students must already be able to perform system basics such as navigating the interface, viewing an asset, and creating user accounts. This course is followed by the BMC Accredited Administrator: BMC Client Management 12.x Inventory Manager Exam. A passing score of 80% or better is required to become an accredited BMC Client Management Inventory Manager administrator. Examine BMC Client Management requirements, installation, and setup Examine the console, remote control, direct access, and user preferences Examine groups and security profiles Examine Agent Rollout and tasks Examine inventory types, device groups, and history Generate inventories with Ops rules and imports Examine software management, application catalog, and application management Examine Asset Discovery feature 79

83 CLIENT MANAGEMENT BMC CLIENT MANAGEMENT 12.X: PATCH MANAGER NUMA-CMPM-1200 BMC Client Management 12.x Instructor-Led Training (ILO/ILT) 1.5 Days IT Architects and Engineers IT Administrators This 1.5-day training class is designed for BMC Client Management users who need to learn how to effectively configure and deploy the Client Management Patch Manager solution. Given the compressed time frame and the volume of advanced content covered in this course, students must already be able to perform system basics such as navigating the interface, viewing an asset, and creating user accounts by attending the prerequisite course BMC Client Management 12.x: Inventory Manager. This course is followed by the BMC Accredited Administrator: BMC Client Management 12.x Patch Manager Exam. A passing score of 80% or better is required to become an accredited BMC Client Management Patch Manager administrator. Examine Patch Manager components and configuration Patch managed devices, configuration, rules, and reports BMC Client Management 12.x: Inventory Manager (ILO/ILT) 80

84 BMC Cloud Lifecycle Management

85 CLOUD LIFECYCLE MANAGEMENT BMC CLOUD LIFECYCLE MANAGEMENT 3.0: ADMINISTRATION BOOT CAMP CLDS-LABC-0300 BMC Cloud Lifecycle Management 3.0 Instructor-Led Training (ILT) 5 Days IT Administrators Cloud Administrators Understanding of basic cloud computing concepts BMC Cloud Lifecycle Management 3.0: Foundation (WBT) Subject matter expertise in each of the following areas (this can be a team of individuals who attend the class together): BMC Server Automation BMC Service Request Management BMC Configuration Automation for Networks BMC Cloud Lifecycle Management 3.0: Administration Boot Camp expands on the concepts introduced in BMC Cloud Lifecycle Management 3.0: Foundation. This course targets cloud administrators. Students learn the planning strategies, key concepts, configuration steps, and best practices when implementing BMC Cloud Lifecycle Management. Through a combination of lecture, discussion, and hands-on exercises, students learn how to request and configure service offerings in the hybrid cloud computing environment. Present an overview of the BMC Cloud Lifecycle Management solution Define BMC Cloud Lifecycle Management architecture and dataflow Understand the product roles: Role of BMC Network Automation Role of BMC Server Automation Role of the My Cloud Services Console Discuss the installation process, required hardware resources, and deployment sizes Review the Administration Console Create users, companies, and on-boarding cloud tenants Create and manage Service Blueprints Create, edit, and decommission Service Offerings Configure Pre-Deploy and Post-Deploy actions to modify service offerings Create Virtual Guest Packages and System Packages necessary to offer cloud servers Create and edit Entitlement Packages Tag objects Create and manage Service Governor policies 82

86 CLOUD LIFECYCLE MANAGEMENT BMC CLOUD LIFECYCLE MANAGEMENT 3.0: FOUNDATION CLDS-LMF BMC Cloud Lifecycle Management 3.0 Web-Based Training (WBT) 1.5 Hours CIOs, CEOs Cloud Administrators Cloud Organization Administrators Stakeholders This online course introduces executives and stakeholders to the power, ease, and potential cost savings of implementing an IT infrastructure in the cloud. Participants are introduced to BMC Cloud Lifecycle Management, a proven suite of tools implementing Infrastructure as a Service (IaaS). Core concepts, knowledge, and terminology are discussed with a special focus on cloud implementation, planning, and financials. Understand the definition of cloud computing Identify different cloud types Identify different cloud deployments Understand what the cloud means for the business Understand the key phases and steps to implementing a cloud Understand the purpose of BMC Cloud Lifecycle Management Identify the components of BMC Cloud Lifecycle Management Identify the key roles and their purpose within your new cloud computing team None 83

87 CLOUD LIFECYCLE MANAGEMENT BMC CLOUD LIFECYCLE MANAGEMENT 3.1: ADMINISTRATION BOOT CAMP CLDS-LABC-0310 BMC Cloud Lifecycle Management 3.1 Instructor-Led Training (ILT) 5 Days IT Administrators Cloud Administrators Understanding of basic cloud computing concepts BMC Cloud Lifecycle Management 3.0: Foundation (WBT) Subject matter expertise in each of the following areas (this can be a team of individuals who attend the class together): BMC Server Automation BMC Service Request Management BMC Configuration Automation for Networks BMC Cloud Lifecycle Management 3.1: Administration Boot Camp expands on the concepts introduced in BMC Cloud Lifecycle Management 3.1: Foundation. This course targets cloud administrators. Students will learn the planning strategies, key concepts, configuration steps, and best practices when implementing BMC Cloud Lifecycle Management. Through a combination of lecture, discussion, and hands-on exercises, students learn how to request and configure service offerings in the hybrid cloud computing environment. Present an overview of the BMC Cloud Lifecycle Management solution Define BMC Cloud Lifecycle Management architecture and dataflow Understand the roles related to the following products: BMC Network Automation BMC Server Automation My Cloud Services Console Discuss the installation process, required hardware resources, and deployment sizes Discuss the Administration Console Create users, companies, and on-boarding cloud tenants Create and manageservice Blueprints Create, edit, and decommission Service Offerings Configure Pre-Deploy and Post-Deploy actions to modify service offerings Create Virtual Guest Packages and System Packages necessary to offer cloud servers Create and edit Entitlement Packages Tag objects Create and manage Service Governor policies 84

88 CLOUD LIFECYCLE MANAGEMENT BMC CLOUD LIFECYCLE MANAGEMENT 4.0: ADMINISTRATION BOOT CAMP CLDS-LABC-0400 BMC Cloud Lifecycle Management 4.0 Instructor-Led Training (ILT) 5 Days IT Administrators Cloud Administrators Understanding of basic cloud computing concepts Cloud Essentials Course: elearning Subject matter expertise in each of the following areas (this can be a team of individuals who attend the class together): BMC Server Automation BMC Service Request Management BMC Configuration Automation for Networks BMC Cloud Lifecycle Management 4.0: Administration Boot Camp targets cloud administrators. Students will learn the planning strategies, key concepts, configuration steps, and best practices when implementing BMC Cloud Lifecycle Management. Through a combination of lecture, discussion, and hands-on exercises, students learn how to request and configure service offerings in the hybrid cloud computing environment. Present an overview of the BMC Cloud Lifecycle Management solution Define BMC Cloud Lifecycle Management architecture and dataflow Understand the roles related to the following products: BMC Network Automation BMC Server Automation My Cloud Services Console Discuss the installation process, required hardware resources, and deployment sizes Discuss the Administration Console Create users, companies, and on-boarding cloud tenants Create and manage Service Blueprints Create, edit, and decommission Service Offerings Configure Pre-Deploy and Post-Deploy actions to modify service offerings Create Virtual Guest Packages and System Packages necessary to offer cloud servers Create and editing Entitlement Packages Tag objects Create and manage Service Governor policies 85

89 CLOUD LIFECYCLE MANAGEMENT BMC CLOUD LIFECYCLE MANAGEMENT 4.5: ESSENTIALS CLDS-LABC-0450 BMC Cloud Lifecycle Management 4.5 BMC Cloud Lifecycle Management 4.5: Essentials targets cloud administrators. Students will learn the planning strategies, key concepts, configuration steps, and best practices when implementing BMC Cloud Lifecycle Management. Through a combination of lecture, discussion, and hands-on exercises, students learn how to request and configure service offerings in the hybrid cloud computing environment. Instructor-Led Training (ILO/ILT) 5 Days IT Administrators Cloud Administrators Understanding of basic cloud computing concepts Cloud Essentials Course: elearning Subject matter expertise in each of the following areas (this can be a team of individuals who attend the class together): BMC Server Automation BMC Service Request Management BMC Configuration Automation for Networks Present an overview of the BMC Cloud Lifecycle Management solution Define BMC Cloud Lifecycle Management architecture and dataflow Create a VM environment using Quick Start Understand the roles related to the following products: BMC Network Automation BMC Server Automation My Cloud Services Console Discuss the installation process, required hardware resources, and deployment sizes Overview of the Administration Console Create users, companies, and on-board cloud tenants Create and manage Service Blueprints Create, edit, and decommission Service Offerings Configure Pre-Deploy and Post-Deploy actions to modify service offerings Create Virtual Guest Packages and System Packages necessary to offer cloud servers Create and edit Entitlement Packages Create workflow using BMC Atrium Orchestrator Create network pods and containers Tag objects Create and manage Service Governor policies Manage CLM through workspaces and dashboards 86

90 CLOUD LIFECYCLE MANAGEMENT CLOUD ESSENTIALS COURSE: ELEARNING VCC1220E Partner-Delivered Course 12 Hours IT Support Staff IT Consultants Business Managers Business Analysts Small and Mid-Size Business Owners Specialists (i.e., IT, security, infrastructure, services, systems, test) IT Developers Service Providers System Integrators Architects Consultants IT Management Recommended: Experience in the IT domain The Cloud Essentials Course is a 12-hour, interactive, online learning experience. This introductory course provides a balanced curriculum and addresses the business and technical perspectives of cloud computing, and explains how to adopt, operate, and govern the cloud. The course enables participants to successfully complete the associated CompTIA Cloud Essentials Exam to become Cloud Essentials Certified. This course has been designated as CompTIA Approved Quality Content Cloud Essentials courseware is tested by ProCert Labs Cloud Essentials courseware is accredited by the Cloud Credential Council The course includes an Exam Preparation Module, preparing participants to complete the CompTIA Cloud Essentials Exam on the second day of the course. The exam consists of 50 questions, the passing score is 720 (on a scale of 900), and is web-based in English, Japanese, and Portuguese Professionals who have passed both the CompTIA Cloud Essentials Exam, as well as the CCC Virtualization Essentials exam are eligible for the Cloud Technology Associate Certificate ( Upon successful passing of the exam, the students are recognized with 11 Professional Development Units (PDUs) awarded by the Project Management Institute (PMI ) NOTE: From the date of registration confirmation, students have 90 days of access to the online self-paced core educational content. Understand the common terms and definitions of cloud computing Comprehend the business benefits and business considerations of cloud computing Understand cloud computing from a technical perspective and recognize the various techniques, methods, challenges, and types of clouds Understand the impact and changes of cloud computing on IT service management Explain typical steps that lead to the successful adoption of cloud computing, and understand the implications for an organization View additional Course Objectives for this training at

91 BMC Control-M

92 CONTROL-M BMC BATCH IMPACT MANAGER AUTO-BIMM-0100 BMC Batch Impact Manager 7.0 Web-Based Training (WBT) 1 Hour BMC Control-M Administrators BMC Control-M Schedulers Other IT professionals with an interest in the BMC Control-M solution The BMC Batch Impact Manager online course provides BMC Control-M administrators and schedulers with the concepts and knowledge required to install, configure, and start using BMC Batch Impact Manager (BIM) to define, monitor, and manage BIM services in the Control-M/Enterprise Manager active environment. BIM allows users to define BIM services, which consists of a series of related jobs that are followed by a special type of job known as a Control-M BIM job. Each Control-M BIM job provides the capability to define automatic remediation and notification actions, known as Service Alerting Rules, which trigger when a problem is detected within the related series of jobs. BIM automatically determines which jobs must complete successfully for the BIM service to complete, as well as a critical path used to determine the shortest period of time that is projected for the service to complete, based on statistical analysis of previous job executions. Installing BIM enables related functionality in the Control-M/Enterprise Manager environment, including access to the Service Monitor window, which in turn provides a range of analysis options for active BIM services. In this course, you will learn how to install and configure BIM and the BIM Web Application. Next, you will learn how to define BIM services and the various Service Alerting Rules. In addition, students learn how to monitor and manage BIM services in the Control-M/Enterprise Manager active environment, including the functionality of the Service Monitor window, Business Service Analysis ViewPoints, the BIM Web Application, the Control-M Reporting Facility, and BMC Control-M Self Service. Recommended: BMC Control-M/Enterprise Manager 7.0: Foundation (WBT) Describe the purpose and benefits of BIM Acquire the files needed to install BIM Install and configure BIM & the BIM Web Application Describe BIM system parameters and their purpose Perform post-installation configuration tasks, including the setting of BIM system parameters Define and order BIM services Monitor BIM services in Control-M/Enterprise Manager Monitor and manage BIM services from the Service Monitor window Open Business Service Analysis ViewPoints to analyze BIM services Access the BIM Web Application to monitor services and update deadlines View additional Course Objectives for this training at

93 CONTROL-M BMC CONTROL-M BUSINESS PROCESS INTEGRATION SUITE AUTO-MBPI-0100 BMC Control-M Business Process Integration Suite Web-Based Training (WBT) 1 Hour BMC Control-M Administrators BMC Control-M Schedulers Other IT professionals with an interest in the BMC Control-M solution Recommended: BMC Control-M/Enterprise Manager 7.0: Foundation (WBT) The BMC Control-M Business Process Integration Suite online course provides BMC Control-M administrators and schedulers with the concepts and knowledge required to configure, perform account setup, and start using each of the five modules of the BMC Control-M Business Process Integration Suite. These modules are: BMC Control-M/CM for Java BMC Control-M/CM for Messaging BMC Control-M/CM for Web Services Messaging Interface to Control-M Web Services Interface to Control-M The BMC Control-M Business Process Integration Suite is a comprehensive integration solution enabling you to expand Control-M job scheduling to online and real-time applications, and thus implement effective application integration of Java classes, J2EE Enterprise Java Beans, Web Services, and Message Oriented Middleware (MOM). Describe the purpose and benefits of the BMC Control-M Business Process Integration Suite and its various modules Perform post-installation tasks, including the definition of accounts for the associated modules Define jobs for the various BMC Control-M Business Process Integration Suite modules Execute jobs that perform tasks using BMC Control-M Business Process Integration Suite functionality 90

94 CONTROL-M BMC CONTROL-M FOR CLOUD AUTO-MCLD-0100 BMC Control-M for Cloud 7.0 Web-Based Training (WBT) 1 Hour BMC Control-M Administrators BMC Control-M Schedulers Other IT professionals with an interest in the BMC Control-M solution The BMC Control-M for Cloud online course provides BMC Control-M administrators and schedulers with the concepts and knowledge required to install, configure, perform account setup, and start using BMC Control-M for Cloud in jobs that automate tasks for VMware, BMC BladeLogic, and Amazon EC2 environments. BMC Control-M for Cloud is an optional add-on to the BMC Control-M solution, enabling you to automate the process of allocating and dynamically changing resources for virtual machines. Describe the purpose and benefits of BMC Control-M for Cloud Acquire the files needed to install BMC Control-M for Cloud Install BMC Control-M for Cloud Perform post-installation tasks, including the definition of VMware, BMC BladeLogic, and Amazon EC2 accounts Define BMC Control-M for Cloud jobs to schedule and manage VMware, BMC BladeLogic, and Amazon EC2 tasks Recommended: BMC Control-M/Enterprise Manager 7.0: Foundation (WBT) 91

95 CONTROL-M BMC CONTROL-M FOR PEOPLESOFT AUTO-MOPS-0100 BMC Control-M PeopleSoft Web-Based Training (WBT) 1 Hour BMC Control-M Administrators BMC Control-M Schedulers Other IT professionals with an interest in the BMC Control-M solution Recommended: BMC Control-M/Enterprise Manager 7.0: Foundation (WBT) The BMC Control-M for PeopleSoft online course provides BMC Control-M administrators and schedulers with the concepts and knowledge required to install, configure, perform account setup, and start using BMC Control-M for PeopleSoft in jobs that extend the capabilities of the PeopleSoft platform. BMC Control-M for PeopleSoft enables you to: Define scheduling criteria for existing PeopleSoft jobs and processes of any type using BMC Control-M/ Enterprise Manager Use job processing definitions to submit PeopleSoft jobs and processes Monitor and manage PeopleSoft jobs and processes that were submitted by Control-M Provide statistical information and log data for monitored jobs and processes Apply all Control-M functionality such as complex scheduling criteria support, dependencies, resources, and alerting to your PeopleSoft workload Describe the purpose and benefits of BMC Control-M for PeopleSoft Install BMC Control-M for PeopleSoft Perform post-installation tasks, including the definition of PeopleSoft connection profiles Define BMC Control-M for PeopleSoft jobs Use the PeopleSoft extraction utility to monitor and control currently executing PeopleSoft jobs, or to extract information and create ad-hoc jobs in Control-M 92

96 CONTROL-M BMC CONTROL-M FOR SAP BUSINESS OBJECTS AUTO-MSBO-0100 BMC Control-M for SAP Business Objects 7.0 Web-Based Training (WBT) 1 Hour BMC Control-M Administrators BMC Control-M Schedulers Other IT professionals with an interest in the BMC Control-M solution The BMC Control-M for SAP Business Objects online course provides BMC Control-M administrators and schedulers with the concepts and knowledge required to install, configure, perform account setup, and start using BMC Control-M for SAP Business Objects in jobs that generate SAP Business Objects reports. Control-M for SAP Business Objects is a control module that enables you to automate SAP Business Objects report generation for Crystal reports, Web Intelligence reports, Desktop Intelligence reports, and predefined publications. You can also override various SAP Business Objects attributes for specific report instances. Describe the purpose and benefits of BMC Control-M for SAP Business Objects Acquire the files needed to install BMC Control-M for SAP Business Objects Install BMC Control-M for SAP Business Objects Perform post-installation tasks, including the definition of BMC Control-M for SAP Business Objects accounts Define BMC Control-M for SAP Business Objects jobs to schedule and manage the generation of various categories of SAP Business Objects reports Recommended: BMC Control-M/Enterprise Manager 7.0: Foundation (WBT) 93

97 CONTROL-M BMC CONTROL-M FOR Z/OS 8.0: SCHEDULING AUTO-CMZS-0800 BMC Control-M for z/os 8.0 Web-Based Training (WBT) 4 Hours BMC Control-M Schedulers Batch Operators None This introductory course is designed to teach basic concepts of Control-M for z/os, including working knowledge of Control-M, job scheduling, and an introduction to Control-M/Restart and Control-M Event Manager. Students learn how to access and exit the mainframe facility, use basic commands and function keys, as well as define job scheduling definition parameters, view and modify jobs contained in the active environment, and use the Control-M Workload Automation interface to manage z/os jobs. Students also are introduced to the capabilities of Control-M/ Restart and BMC Control-M Event Manager. Explain Control-M for z/os concepts Describe Control-M for z/os components Examine the use of Scheduling Definition Facility to: Create Job Scheduling Definitions Specify scheduling parameters Specify conditions and resources Describe the creation and use of calendars for scheduling of job definitions Describe the purpose and use of SMART Tables Examine the use of Active Environment Facility to: Confirm job orders Review the status of jobs Check job logs Hold jobs in the active environment Delete and kill a job order Describe how to use the Control-M Workload Automation interface to manage z/os jobs Examine the use of Control-M/Restart, which includes: Describing its main components Examining restart versus rerun processes Introduction to the capabilities and use of BMC Control-M Event Manager 94

98 CONTROL-M BMC CONTROL-M OPTION FOR ORACLE APPLICATIONS AUTO-MOOA-0100 BMC Control-M Option for Oracle Applications 7.0 Web-Based Training (WBT) 40 Minutes BMC Control-M Administrators BMC Control-M Schedulers Other IT professionals with an interest in the BMC Control-M solution Recommended: BMC Control-M/Enterprise Manager 7.0: Foundation (WBT) The BMC Control-M Option for Oracle Applications online course provides BMC Control-M administrators and schedulers with the concepts and knowledge required to install, configure, perform account setup, and start using BMC Control-M Option for Oracle Applications in jobs that schedule Oracle E-Business Suite tasks. BMC Control-M Option for Oracle Applications allows you to: Integrate Oracle Applications with other systems Enhance E-Business Suite scheduling capabilities Reduce errors and processing delays through enhanced monitoring and management capabilities Describe the purpose and benefits of BMC Control-M Option for Oracle Applications Acquire the files needed to install BMC Control-M Option for Oracle Applications Install BMC Control-M Option for Oracle Applications Perform post-installation tasks, including the definition of BMC Control-M Option for Oracle Applications accounts Define BMC Control-M Option for Oracle Applications jobs to schedule and monitor jobs in Oracle Applications Use BMC Control-M Option for Oracle Applications utilities to extract Oracle Concurrent Manager requests and request sets, and then convert them to jobs defined in the Control-M database Use BMC Control-M Option for Oracle Applications utilities to intercept Oracle Concurrent Manager tasks that are in an On Hold status, so that they can be monitored and managed by Control-M 95

99 CONTROL-M BMC CONTROL-M SELF-SERVICE AUTO-MSLS-0100 BMC Control-M Self Service 7.0 Web-Based Training (WBT) 1 Hour BMC Control-M Administrators BMC Control-M Schedulers Other IT professionals with an interest in the BMC Control-M solution Recommended: BMC Control-M/Enterprise Manager 7.0: Foundation (WBT) The BMC Control-M Self Service online course provides BMC Control-M administrators and schedulers with the concepts and knowledge required to install, configure, and start using BMC Control-M Self Service to monitor and manage the Control-M/Enterprise Manager active environment. BMC Control-M Self Service is a web-based application that allows users to view services, which are containers of jobs, and analyze problematic services. After identifying problems, users can resolve them by performing various actions to services and jobs. Students learn how to define containers and orderable services in the Control-M/EM user interfaces that can be monitored, managed, and ordered in BMC Control-M Self Service, and learn about the various actions that can be performed in BMC Control-M Self Service. Describe the purpose and benefits of BMC Control-M Self Service Acquire the files needed to install BMC Control-M Self Service Install BMC Control-M Self Service Perform post-installation configuration tasks for BMC Control-M Self Service, including the setting of related system parameters Define containers for viewing in BMC Control-M Self Service Define orderable services for viewing in BMC Control-M Self Service View containers using BMC Control-M Self Service Order and monitor jobs and services using BMC Control-M Self Service Describe BMC Control-M Self Service iphone and ipad applications 96

100 CONTROL-M BMC CONTROL-M WORKLOAD AUTOMATION 8.0: FOUNDATION AUTO-WAFD-0800 BMC Control-M Workload Automation 8.0 Web-Based Training (WBT) This introductory course is designed to teach basic concepts of distributed Control-M. It familiarizes participants with the functionality of BMC Control-M Workload Automation 8.0. The initial modules provide introductory information on Control-M concepts and terminology, followed by modules providing information on the basic flow and functioning of BMC Control-M Workload Automation. The course also includes information on how to use the BMC Control-M Workload Automation interface to monitor and manage an environment, including details on how to use Viewpoints to review job status details and Workspaces to create and schedule the job definitions for an environment. 6 Hours BMC Control-M Schedulers Batch Operators None Describe Control-M architecture, concepts, and the purpose and functionality of BMC Control-M Workload Automation Navigate and perform common functions in the BMC Control-M Workload Automation interface Perform various actions on jobs, including actions that can be used to control and analyze job flow Order jobs from BMC Control-M Workload Automation Describe the purpose of job conditions and resources, and manage conditions and resources in the active environment Monitor and analyze the execution of SMART Folders Use Workspaces to organize job definitions Create basic job definitions Define basic job scheduling criteria Understand how to use and define cyclic jobs Check in Workspaces and job definitions Create and use job calendars Define job folder parameters Create and manage job templates 97

101 CONTROL-M BMC CONTROL-M WORKLOAD AUTOMATION 8.0: ADMINISTERING AUTO-WAMA-0800 BMC Control-M Workload Automation 8.0 Instructor-Led Training (ILO/ILT) 5 Days Control-M Administrators Solution Architects with an interest in Control-M capabilities BMC Control-M Workload Automation 8.0: Foundation (WBT) Understanding of basic batch scheduling concepts This course provides instruction and hands-on practice in the setup, administration, and customization options of the distributed systems BMC Control-M Workload Automation solution. BMC Control-M Workload Automation is a monitoring and management tool for the enterprise batch-scheduling environment. It allows users to manage job processing across all distributed systems platforms supported by instances of Control-M/Server and Control-M/ Agent. Students receive additional training in the creation of job processing definitions, as required to support administrative functions. Following the completion of the BMC Control-M Workload Automation 8.0: Administering course, students will have three weeks to take the BMC Accredited Administrator: BMC Control-M Workload Automation 8.0 examination online. Students can take the exam twice within this period. Those who pass will receive the title of BMC Accredited Administrator: BMC Workload Automation 8.0. Those who do not take the exam within this timeframe, or do not pass after two attempts within this timeframe, will not be granted a retake. Establish a firm foundation in the distributed Control-M environment, functioning of components, and capabilities of various add-on products Install Control-M/Server and associated fix packs, and establish communication with Control-M/EM, using the Control-M Configuration Manager user interface Install, configure, and administer agent platforms, including Control Application Plug-ins (emphasis on AFT Plug-in), and install multiple agents on one machine Implement agentless platforms for job execution Configure options related to alerts, , and STMP Manage and troubleshoot new day processing Implement Business Service Management features of the Control-M solution, including Control-M/ Forecast, BMC Batch Impact Manager, and Control-M Self Service Use various Control-M/EM utilities and Control-M/ Server utilities to administer the products Implement security options by defining users and groups, and by selecting configuration options View additional Course Objectives for this training at

102 CONTROL-M BMC CONTROL-M WORKLOAD AUTOMATION 8.0: OVERVIEW AUTO-WAOV-0800 BMC Control-M Workload Automation 8.0 Web-Based Training (WBT) 0.5 Hour Operators Schedulers Control-M Administrators None The BMC Control-M Workload Automation 8.0: Overview course provides an introduction to the components and concepts of BMC Control-M Workload Automation. Students are introduced to the Control-M solution and provided an overview of its architecture, components, and basic concepts. Additionally, students will learn more about the Control-M Workload Automation interface and user roles. Introduce the BMC Control-M Workload Automation solution and explain its architecture Describe the Control-M components Introduce the BMC Control-M Workload Automation interface, including an: Overview on the function and purpose of the domains Introduction to the Planning domain for the creation of job definitions Introduction to the Monitoring domain for the monitoring and managing of a Control-M environment Examine the basic concepts of Control-M, including: What a job is and what it does How job dependencies control the execution of jobs How jobs are moved into the production environment Examine the different user roles that can be found in a Control-M environment 99

103 CONTROL-M BMC CONTROL-M WORKLOAD AUTOMATION 8.0: SCHEDULING AUTO-WASC-0800 BMC Control-M Workload Automation 8.0 Instructor-Led Training (ILO/ILT) On-Demand Learning 5 Days Control-M Schedulers Control-M Operators and Administrators who want additional scheduling skills BMC Control-M Workload Automation 8.0: Foundation (WBT) The BMC Control-M Workload Automation 8.0: Scheduling course provides IT professionals with the concepts and hands-on experience of using distributed Control-M products to monitor and manage their production environments, including the creation of job definitions. This course explores features and functionality found in the Control-M Workload Automation interface, a monitoring and management tool for the enterprise batch scheduling environment. Participants will learn to manage job processing across all platforms supported by Control-M/Servers and Control-M/Agents, including the creation, scheduling, and deployment of job processing definitions using the Planning domain. Hands-on labs allow participants to apply the procedures and concepts presented in the class. Following completion of the BMC Control-M Workload Automation 8.0: Scheduling course, students have three weeks to take the BMC Accredited Scheduler: BMC Control-M Workload Automation 8.0 examination online. Students can take the exam twice within this period. Those who pass will receive the title of BMC Accredited Scheduler: BMC Control-M Workload Automation 8.0. Those who do not take the exam within this timeframe, or do not pass after two attempts, will not be granted a retake. Examine Control-M terminology, architecture, key components, and their relationships Examine the capabilities of the Control-M solution through the use of the distributed Control-M Workload Automation interface Use the interface to control job execution, including the creation and scheduling of job definitions for a Control-M environment Review the use of the Control-M post-processing facilities to perform actions based on the completion of jobs and messages generated by the operating system Examine the options for the scheduling of job definitions, including the use of different types of calendars Describe and use all types of Control-M variables, including job-specific user-defined variables, global variables, and system variables View additional Course Objectives for this training at

104 CONTROL-M BMC CONTROL-M WORKLOAD AUTOMATION 8.0: WHAT S NEW AUTO-WAWN-0800 BMC Control-M Workload Automation 8.0 Web-Based Training (WBT) 2 Hours BMC Control-M Schedulers BMC Control-M Administrators Batch Operators None This course familiarizes Control-M operators, schedulers, and administrators to the new features and functionality available in BMC Control-M Workload Automation 8.0. Participants are introduced to the new Control-M Workload Automation interface, including changes in terminology, changes in how job definition changes are processed, modifications to the Control-M/Server and Control-M/Agent, updates to the installation process, and changes to Control-M in the z\os platform. The upgrade process and available support resources are also discussed. Introduce the redesigned interface for BMC Control-M Workload Automation 8.0 Review modifications to Control-M terminology Describe changes in how job definitions are synchronized Describe enhancements to the Control-M/Server Describe enhancements to the Control-M/Agent Describe the new and enhanced changes to installation process Explore changes in common tasks for operators and schedulers Examine the recommended upgrade process Review changes made to Control-M in the z\os platform 101

105 CONTROL-M BMC CONTROL-M WORKLOAD AUTOMATION 8.X: BOOT CAMP AUTO-WABC-0800 Control-M Workload Automation Instructor-Led Training (ILO/ILT) 5 Days This is a high-intensity immersion course designed to prepare students to take the BMC Accredited Administrator: BMC Control-M Workload Automation 8.0 examination. The class days will be long (between 9 and 11 hours a day) and will include additional reading assignments each evening. This class covers topics from the BMC Control-M Workload Automation 8.0: Scheduling and BMC Control-M Workload Automation 8.0: Administering classes. Students will work through a case study that includes many of the challenges encountered during an implementation. Students are given the opportunity to work through these challenges with hands-on labs. Bestpractice processes for using the monitoring, scheduling, and administration tools will be introduced and students will practice using these tools throughout the case study. NOTE: Included in this course is the BMC Accredited Administrator: BMC Control-M Workload Automation 8.0 examination. Taking the exam and pursuing certification is optional, however all students enrolled in the BMC Control-M Workload Automation 8.x: Boot Camp course are automatically enrolled in the exam. Following the completion of your BMC Control-M Workload Automation 8.x: Boot Camp course, you will have three weeks to take the BMC Accredited Administrator: BMC Control-M Workload Automation 8.0 examination online. You can take the exam twice within this period. Those who pass will receive the title of BMC Accredited Administrator: BMC Control-M Workload Automation 8.0. Those who do not take the exam within this timeframe, or do not pass after two attempts within this time frame, will not be granted a retake

106 CONTROL-M BMC CONTROL-M WORKLOAD AUTOMATION 9.0: ADMINISTERING AUTO-WAMA-0900 BMC Control-M Workload Automation 9.0 Instructor-Led Training (ILO/ILT) 5 Days This course provides instruction and hands-on practice in the setup, administration, and customization options of the distributed systems BMC Control-M Workload Automation solution. BMC Control-M Workload Automation is a monitoring and management tool for the enterprise batch-scheduling environment. It allows users to manage job processing across all distributed systems platforms supported by instances of Control-M/Server and Control-M/Agent. You will receive additional training in the creation of job processing definitions, as required to support administrative functions. Following the completion of the BMC Control-M Workload Automation 9.0: Administering course, you will have three weeks to take the BMC Accredited Administrator: BMC Control-M Workload Automation 9.0 examination online. You can take the exam twice within this period. Those who pass will receive the title of BMC Accredited Administrator: BMC Workload Automation 9.0. Those who do not take the exam within this timeframe, or do not pass after two attempts within this timeframe, will not be granted a retake. Control-M administrators Solution architects with an interest in Control-M capabilities BMC Control-M Workload Automattion 9.0: Foundation (WBT) Understanding of basic batch scheduling concepts Establish a firm foundation in the distributed Control-M environment, the functioning of components, and the capabilities of various add-on products Install Control-M/Server and associated fix packs, and establish communication with Control-M/EM, using the Control-M Configuration Manager user interface Install, configure, and administer agent platforms, including Control Application Plug-ins (emphasis on AFT Plug-in), and installing multiple agents on one machine Implement agentless platforms for job execution Configure options related to alerts, , and STMP Manage and troubleshoot new day processing Implement Business Service Management (BSM) features of the Control-M solution, including Control-M/Forecast, BMC Batch Impact Manager, and Control-M Self Service Use various Control-M/EM utilities and Control-M/Server utilities to administer the products Implement security options by defining users and groups, and by selecting configuration options Implement user management options through LDAP/ Active Directory support options Implement workload management and load balancing through host groups Perform and configure job history and version management Implement customization options for Control-M/EM, Control-M/Server, and Control-M/Agent, including setting key system parameters Perform Control-M/EM and Control-M/Server database maintenance Implement Control-M/Server failover Migrate Control-M and Control-M/EM to version 8 Troubleshoot the Control-M environment Define job folder parameters

107 CONTROL-M BMC CONTROL-M WORKLOAD AUTOMATION 9.0: FOUNDATION AUTO-WAFD-0900 BMC Control-M Workload Automation 9.0 Instructor-Led Training (ILO/ILT) 4 Hours BMC Control-M Schedulers Batch Operators BMC Control-M Workload Automation 9.0: Overview This introductory course is designed to teach basic concepts of distributed Control-M. It familiarizes participants with the functionality of BMC Control-M Workload Automation 8.0. The course includes information on how to use the BMC Control-M Workload Automation interface to monitor and manage an environment, including details on how to use Viewpoints to review job status details and Workspaces to create and schedule the job definitions for an environment. Navigate and perform common functions in the BMC Control-M Workload Automation interface Perform various actions on jobs, including actions that can be used to control and analyze job flow Order jobs from BMC Control-M Workload Automation Describe the purpose of job conditions and resources, and manage conditions and resources in the active environment Use Workspaces to organize job definitions Create basic job definitions Define basic job scheduling criteria Understand how to use and define cyclic jobs Check in Workspaces and job definitions Create and use job calendars Define job folder parameters 104

108 CONTROL-M BMC CONTROL-M WORKLOAD CHANGE MANAGER 8.0: USING AUTO-WCMU-0800 BMC Control-M Workload Change Manager 8.0 Web-Based Training (WBT) 1 Hour Schedulers Administrators None This course is designed to teach the concepts of Control-M Workload Change Manager, including introducing its basic concepts and providing an overview of the change request lifecycle. Students learn how to use the Control-M Workload Change Manager console to create, validate, and submit change requests. Students also learn how to manage and approve received change requests using features available in the Control-M Workload Automation interface. Lastly, students learn how to use the Site Customization and Site Standard tools to customize, create, and enforce workflow standards. Explain Control-M Workload Change Manager concepts Describe Control-M Workload Change Manager components Examine the use of the Control-M Workload Change Manager interface to: Create change requests with new job flows Create change requests based on existing job flows Take control of other change requests Use notes to communicate issues and questions Validate change requests Submit change requests Examine the use of Control-M Workload Automation interface to: Open and review a change request Return a change request for additional improvements and modifications Communicate issues and questions by using notes Approve change requests Learn how to create Site Customizations to determine what job properties and templates are available to requesters in the Control-M Workload Change Manager console Learn how to create Site Standards to enforce your organization s requirements and conventions in job flows 105

109 CONTROL-M BMC CONTROL-M/ENTERPRISE MANAGER 6.X: SCHEDULING PART 1 CTRL-MSP BMC CONTROL-M/Enterprise Manager 6.x Web-Based Training (WBT) 6 Hours This is an introductory course designed to teach basic concepts of distributed CONTROL-M, and to familiarize students with the functionality of CONTROL-M/Enterprise Manager and the companion scheduling product, CONTROL-M/Desktop. The BMC CONTROL-M/Enterprise Manager 6.3: Scheduling Part 1 tutorial teaches CONTROL-M Schedulers how to navigate in a production environment using the CONTROL-M/Enterprise Manager user interface. The first two modules teach the basic flow and functions of CONTROL-M/Enterprise Manager and CONTROL-M data centers (CONTROL-M servers and their associated agents). The next three modules provide additional details about the advanced features of the distributed CONTROL-M environment. The last module covers the various aspects of defining and scheduling jobs. Quizzes are found at the end of each content section, and at the end of each module. A link to a course test is provided at the end of the tutorial. Hands-on exercises are included in each module to reinforce the learning of procedures. The average total learning time for this course is 6 hours. Control-M Schedulers None Describe CONTROL-M architecture, concepts, and the purpose and functionality of CONTROL-M/Enterprise Manager Navigate and perform common functions in CONTROL-M/Enterprise Manager ViewPoint windows Perform various actions on jobs, including actions that control job flow, and actions that can be used to analyze job flow Order and force jobs from CONTROL-M/ Enterprise Manager Describe the purpose of job conditions, and manage job conditions in the active environment Monitor and analyze the execution of Scheduling groups Describe the purpose of Quantitative Resources and Control Resources Manage Quantitative Resources and Control Resources in the active environment Create basic job definitions and save them locally Define basic job schedules Define and use job calendars Upload and order jobs Define cyclic jobsefine Scheduling table parameters 106

110 CONTROL-M BMC CONTROL-M/ENTERPRISE MANAGER 7.0: FOUNDATION AUTO-1EMF-0700 BMC CONTROL-M/Enterprise Manager 7.0.x Web-Based Training (WBT) 6 Hours Control-M Schedulers Batch Operators None This is an introductory course designed to teach basic concepts of distributed Control-M, and to familiarize students with the functionality of Control-M/Enterprise Manager and the companion scheduling product, Control-M/Desktop. The BMC Control-M/Enterprise Manager 7.0: Foundation teaches Control-M Schedulers and Batch Operators how to navigate in a production environment using the Control-M/Enterprise Manager user interface. The first two modules teach the basic flow and functions of Control-M/Enterprise Manager and Control-M data centers (Control-M servers and their associated agents). The next three modules provide additional details about the advanced features of the distributed Control-M environment. The last module covers the various aspects of defining and scheduling jobs. Quizzes are included at the end of each content section, and at the end of each module. A link to a course test is provided at the end of the tutorial. Hands-on exercises are included in each module to reinforce the learning of procedures. The average total learning time for this course is 6 hours. Describe Control-M architecture, concepts, and the purpose and functionality of Control-M/Enterprise Manager Navigate and perform common functions in Control-M/Enterprise Manager ViewPoint windows Perform various actions on jobs, including actions that control job flow, and actions that can be used to analyze job flow Order and force jobs from Control-M/Enterprise Manager Describe the purpose of job conditions, and manage job conditions in the active environment Monitor and analyze the execution of Smart Tables Describe the purpose of Quantitative Resources and Control Resources Manage Quantitative Resources and Control Resources in the active environment Create basic job definitions and save them locally Define basic job schedules Define and use job calendars Upload and order jobs Define cyclic jobs Define job table parameters 107

111 CONTROL-M BMC CONTROL-M/ENTERPRISE MANAGER 7.0: ADMINISTERING AUTO-MEMA-0700 BMC Control-M/Enterprise Manager 7.0 Instructor-Led Training (ILO/ILT) Instructor-Led Online 5 Days This course provides instruction and hands-on practice in the setup, administration, and customization options of BMC Control-M/Enterprise Manager (Control-M/EM), Control-M/Server, Control-M/Agent, Control-M Control Modules, Control-M/Forecast, and BMC Batch Impact Manager. BMC Control-M/EM is a monitoring and management tool for the enterprise batch scheduling environment. It allows users to manage job processing across all platforms supported by instances of Control-M/Server and Control-M/Agent. Students receive additional training in the creation of job processing definitions using the companion product Control-M/Desktop, as required to support administrative functions. Hands-on labs allow participants to apply the procedures and concepts presented in the class. Following the completion of the BMC Control-M/Enterprise Manager 7.0: Administering course, students have three weeks to take the BMC Certified Administrator certification examination online. Students can take the exam twice within this period. Those who pass will receive the title of Certified Administrator: BMC Control-M 7.0. Those who do not take the exam within this timeframe, or do not pass after two attempts within this timeframe, will not be granted a retake. Control-M Administrators Required: BMC Control-M/Enterprise Manager 7.0: Foundation (WBT) Establish a firm foundation in the distributed Control-M environment, the functioning of components, and the capabilities of various add-on products Install Control-M/Server and associated fix packs, and establish communication with Control-M/EM using the Control-M Configuration Manager user interface Install, configure, and administer agent platforms, including Control Modules (emphasis on AFT Control Module), and installing multiple agents on one machine Implement agentless platforms for job execution Configure options related to shouts, , and STMP Manage and troubleshoot new day processing Learn how to implement the Business Service Management (BSM) features of the Control-M solution, including the functionality of BMC Batch Impact Manager Implement and configure Control-M/Forecast and BMC Batch Impact Manager Use various Control-M/EM utilities and Control-M/ Server utilities to administer the products View additional Course Objectives for this training at

112 CONTROL-M BMC CONTROL-M/ENTERPRISE MANAGER 7.0: SCHEDULING AUTO-2EMS-0700 BMC Control-M/Enterprise Manager 7.0 Instructor-Led Training (ILO/ILT) Instructor-Led Online 5 Days Control-M Schedulers Control-M Operators and Administrators who desire additional scheduling skills Required: BMC Control-M/Enterprise Manager 7.0: Foundation (WBT) This course is designed for IT professionals who are responsible for using Control-M products to monitor and manage a production environment, whose responsibilities include creating job definitions. The course covers product usage of Control-M/EM and Control-M/Desktop. Control-M/EM is a monitoring and management tool for the enterprise batch-scheduling environment. It allows users to manage job processing across all platforms supported by Control-M/Servers and Control-M/Agents. Much of the course covers the creation of job processing definitions using the companion product Control-M/Desktop. Hands-on labs allow participants to apply the procedures and concepts presented in the class. Following the completion of the BMC Control-M/Enterprise Manager 7.0: Scheduling course, students have three weeks to take the BMC Certified Scheduler certification examination online. Students can take the exam twice within this period. Those who pass will receive the title of Certified Scheduler: BMC Control-M 7.0. Those who do not take the exam within this timeframe, or do not pass after two attempts within this timeframe, will not be granted a retake. Use and manage multiplatform Control-M, through use of Control-M/EM and Control-M/Desktop Explain the capabilities of the complete Control-M solution, and apply associated terminology and concepts Implement basic Control-M/EM security by providing users with permissions Navigate and set GUI options in Control-M/EM and Control-M/Desktop Describe and use options for scheduling the ordering of jobs, such as weekdays, month days, months, specific dates, confirmation calendars, etc. Create, manage, and use regular and periodic calendars Use scheduling symbols when defining execution schedules Utilize all job fields on the Job Editing Form, and describe their purpose Implement job version control and revert to earlier job versions when indicated View additional Course Objectives for this training at

113 CONTROL-M BMC CONTROL-M/FORECAST AUTO-MFCT-0100 BMC Control-M/Forecast 7.0 Web-Based Training (WBT) 1 Hour BMC Control-M Administrators BMC Control-M Schedulers Other IT professionals with an interest in the BMC Control-M solution Recommended: BMC Control-M/Enterprise Manager 7.0: Foundation (WBT) The BMC Control-M/Forecast online course provides BMC Control-M administrators and schedulers with the concepts and knowledge required to install, configure, and start using BMC Control-M/Forecast to display future job schedules, and to analyze future batch flows of selected jobs and business services using What-if scenarios. Additionally, students will learn to generate reports based on BMC Control-M/Forecast data. Describe the purpose and benefits of BMC Control-M/Forecast Acquire the files needed to install BMC Control-M/Forecast Install BMC Control-M/Forecast Create schedule plans for individual jobs and tables of jobs Load a Forecast environment for a group of jobs for a specified date Define What-if scenarios for a Forecast environment Analyze BMC Batch Impact Manager business services using BMC Control-M/Forecast Describe application behavior self-learning capabilities of BMC Control-M/Forecast Generate various reports based on BMC Control-M/Forecast data 110

114 BMC Database Automation

115 BMC DATABASE AUTOMATION BMC DATABASE AUTOMATION 8.3: ADMINISTERING AUTO-DAA BMC Database Automation 8.3 Web-Based Training (WBT) 4 Hours Database Administrators BMC Database Automation Administrators BMC Database Automation 8.2: Using User knowledge of Microsoft Windows graphical user interface (GUI) The BMC Database Automation 8.3: Administering online course provides administrators with an overview of how to manage, configure, and administer BMC Database Automation. The course provides students with the concepts and skills needed to incorporate best practices when configuring and administering BMC Database Automation. Review BMC Database Automation architecture Use the Management Console Manage users, groups, and roles Create and modify domains Manage database, node, and instance approvals Assign databases, nodes, and instances to domains Describe Template types Create and edit Templates using custom fields, inline patching, and pre- and post-scripting Describe Actions Create and modify Actions for use as a post-provisioning step and as a custom pre-verification check Create Patch Packages 112

116 BMC DATABASE AUTOMATION BMC DATABASE AUTOMATION 8.3: USING AUTO-DBAU-0830 BMC Database Automation 8.3 Web-Based Training (WBT) 4 Hours Users/Operators Database Administrators User knowledge of Microsoft Windows graphical user interface (GUI) In this online course, students are introduced to the features and functionality of BMC Database Automation 8.3. Students learn how to perform various tasks as an Operator, or end user. Describe key product concepts Identify high-level product features Identify database platform and operating system support Describe BMC Database Automation architecture Describe the Management Console Use the Management Console Define capabilities Define roles Define groups and users Describe content privileges Describe authentication using LDAP Describe BDA functional roles Identify BDA Operator tasks Describe database patching process Install database patch packages Roll back a database patch Describe Database Provisioning, Management, and Maintenance Describe Node Provisioning, Management, and Maintenance Describe and troubleshoot BDA Jobs 113

117 BMC DATABASE AUTOMATION BMC DATABASE AUTOMATION 8.7: ADMINISTERING AUTO-DAA BMC Database Automation 8.7 Web-Based Training (WBT) 4 Hours Database Administrators BMC Database Automation Administrators BMC Database Automation 8.3: Using User knowledge of Microsoft Windows graphical user interface (GUI) The BMC Database Automation 8.7: Administering online course provides administrators with an overview of how to manage, configure, and administer BMC Database Automation. The course provides students with the concepts and skills needed to incorporate best practices when configuring and administering BMC Database Automation. Review BMC Database Automation architecture Use the Management Console Manage users, groups, and roles Create and modify domains Manage database, node, and instance approvals Assign databases, nodes, and instances to domains Describe Template types Create and edit Templates using custom fields, inline patching, and pre- and post-scripting Describe Actions Create and define Actions for use as pre/post provisioning activities Create Patch Packages 114

118 BMC DevOps

119 DEVOPS BMC DEVOPS: OVERVIEW AUTO-DOO None Instructor-Led Training (ILO/ILT) 2 Days DevOps Leads and Practitioners Application Delivery Leads Development Team Leads SCM Leads and Practitioners Technical Release Managers Environment Leads and Practitioners System Administrators None Everyone knows that software development entails coding and testing software, but not everyone is keenly aware of the capabilities and services required to support those activities. This is the space known as Development Operations, or DevOps. With all the new technologies and methodologies we have today (such as Virtualization in the Cloud and Agile programming), it has become even more important to provide a strong, stable foundation of capabilities and services to support the development effort. This course is designed to provide an overview of the roles and processes of DevOps and its underlying capabilities and principles. After covering the definitions, goals, and success factors of successful DevOps activities, the course focuses on the three capability areas of Technical Release Management, Software Configuration Management, and Environment Management and the guiding principles that keep the software development effort on the right track. Learn to recognize DevOps problems and use DevOps principles to avoid and/or solve them Learn the definition, goals, and key success factors of DevOps Recognize the three DevOps Capability Areas Learn the optimal organization structure for supporting DevOps work Learn the basic principles needed to successfully support the Technical Release Management, Software Configuration Management, and Environment Management capabilities Enable the student to take DevOps principles back to their organization and apply them to improve their DevOps capabilities 116

120 DEVOPS BMC MIDDLEWARE AUTOMATION 8.1: FUNDAMENTALS AUTO-BMAF-0810 BMC Middleware Automation 8.1 Web-Based Training (WBT) 2 Hours Application Server Administrators Understanding of basic Application Server concepts Experience in administering the target application server(s) with native toolset This two-hour online course guides learners through the basic concepts and use of BMC Middleware Automation. Students will develop skills in taking application server snapshots, creating and packaging application server configurations, generalizing configurations through tokens, and using the product command line interface. Explain BMC Middleware Automation concepts and architecture Use application server snapshots: Taking Global Snapshots Controlling Snapshot Scope Comparing Snapshots Create and manage Configurations: Using the Configuration Packager Create Configurations manually Installing and uninstalling Configurations Use Tokens: Tokenizing Configurations Using Configuration Templates Tokenizing Application Files Use WebSphere-specific features: Create Topology Diagrams Migrating Configurations between versions Manage Portal Server Configurations 117

121 BMC Footprints Service Core

122 FOOTPRINTS SERVICE CORE BMC FOOTPRINTS SERVICE CORE 12.X: ADMINISTERING NUMA-FPSCA BMC FootPrints Service Core 12.x Instructor-Led Training (ILO/ILT) 5 Days IT Architects and Engineers IT Administrators None This 5-day instructor-led training provides the knowledge and critical skills necessary to administer BMC FootPrints Service Core 12.x, with major focus placed on installation, preferences, configuration options, reporting, address book management, knowledge base, and self-service. This course is followed by the BMC Accredited Administrator: BMC FootPrints Service Core 12.x Exam. A passing score on the exam is required to become a BMC Accredited Service Core Administrator. Examine key concepts Examine FootPrints Service Core installation Examine integrating FootPrints Service Core Configure your system Configure your working environment Use FootPrints Service Core for Agents Use FootPrints Service Core for Customers Examine support information Examine troubleshooting Examine help features and functionality 119

123 FOOTPRINTS SERVICE CORE BMC FOOTPRINTS SERVICE CORE 12.X: BOOT CAMP NUMA-FPSCBC-0120 BMC FootPrints Service Core 12.x Instructor-Led Training (ILO/ILT) 5 Days IT Architects and Engineers IT Administrators BMC Partners None This 5-day instructor-led boot camp training provides the knowledge and critical skills necessary to administer BMC FootPrints Service Core 12.x, with major focus placed on installation, preferences, customizations, reporting, address book management, knowledge base, and self-service. This course is a requirement for all students who want to pursue certification. The course is followed by the BMC Accredited Administrator: BMC FootPrints Service Core 12.x Exam and is designed to prepare students for the BMC Certified Professional: BMC FootPrints Service Core 12.x Practical Exam. A passing score on both exams is required to become a BMC Certified Service Core professional. Examine key concepts Examine Service Core installation Examine integrating Service Core Configure your system Configure your working environment Use FootPrints Service Core for Agents Use FootPrints Service Core for Customers Examine support information Examine troubleshooting Examine help features and functionality 120

124 FOOTPRINTS SERVICE CORE BMC FOOTPRINTS SERVICE CORE 12.X: CHANGE MANAGEMENT NUMA-FPSCCM-0120 BMC FootPrints Service Core Instructor-Led Training (ILO/ILT) 2 Days IT Architects and Engineers IT Administrators This 2-day instructor-led class provides the knowledge and critical skills necessary to administer BMC FootPrints Service Core, with major focus placed on Administration of Change Management. This course is followed by the BMC Accredited Administrator: BMC FootPrints Service Core 12.x Change Management Exam. A passing score on the exam is required to become a BMC Accredited FootPrints Service Core Change administrator. Examine Change Management from an ITIL perspective Examine Change Management in FootPrints Service Core Examine Change Management in other FootPrints Service Core functions BMC FootPrints Service Core 12.x: Administering 121

125 FOOTPRINTS SERVICE CORE BMC FOOTPRINTS SERVICE CORE 12.X: CONFIGURATION MANAGEMENT NUMA-FPSCCFG-0120 BMC FootPrints Service Core 12.x Instructor-Led Training (ILO/ILT) 3 Days IT Architects and Engineers IT Administrators This 3-day instructor led class provides the knowledge and critical skills necessary to administer BMC FootPrints Service Core, with major focus placed on Administration of Configuration Management. This course is followed by the BMC Accredited Administrator: BMC FootPrints Service Core 12.x Configuration Management Exam. A passing score on the exam is required to become a BMC Accredited FootPrints Service Core Configuration administrator. Examine Configuration Management from an ITIL Perspective Examine Configuration Management in FootPrints Service Core Examine Configuration Management and other FootPrints Service Core functions BMC FootPrints Service Core 12.x: Administering 122

126 BMC MyIT

127 MYIT BMC MYIT 1.0: ADMINISTERING SPPT-MYIA-0100 BMC MyIT 1.0 Web-Based Training (WBT) 3 Hours Administrators Developers Managers Users None The BMC MyIT 1.0: Administering online course provides an overview of the new features and functionality in BMC MyIT 1.0. Additionally, administrators will receive the vital information and experience necessary to configure BMC MyIT applications, using the BMC MyIT Administration Console. This course includes the examination for BMC Accredited Administrator: BMC MyIT 1.0. Taking the exam and pursuing accreditation is optional. However, all students enrolled in the BMC MyIT 1.0: Administering course are automatically enrolled for the exam. Following the completion of the BMC MyIT 1.0: Administering course, you will have three weeks to take the BMC Accredited Administrator online examination. You can take the exam twice within this period. Those who pass will receive the title of BMC Accredited Administrator: BMC MyIT 1.0. Those who do not take the exam within this timeframe will not be granted a retake. Examine product architecture, key components, and their relationships Verify installation prerequisites Describe the features and functionality of the BMC MyIT 1.0 application Describe how to prepare, set up, and perform the installation Review how to install the MyIT application and plug-in modules Review post-installation tasks Configure application settings and, where appropriate, test the result to ensure that users can perform the required activities, such as defining service targets and service level agreements 124

128 MYIT BMC MYIT 2.0: ADMINISTERING SPPT-MYIA-0200 BMC MyIT 2.0 Web-Based Training (WBT) 3 Hours Administrators Developers Managers Users None The BMC MyIT 2.0: Administering online course provides an overview of the new features and functionality of BMC MyIT 2.0. This self-paced course introduces participants to the concepts and procedures of BMC MyIT 2.0 administration. Additionally, administrators will receive the vital information and experience necessary to configure BMC MyIT 2.0, using the BMC MyIT Administration Console. This course includes the examination for BMC Accredited Administrator: BMC MyIT 2.0. Taking the exam and pursuing accreditation is optional. However, all students enrolled in the BMC MyIT 2.0: Administering course are automatically enrolled for the exam. Following the completion of the BMC MyIT 2.0: Administering course, you will have three weeks to take the BMC Accredited Administrator online examination. You can take the exam twice within this period. Those who pass will receive the title of BMC Accredited Administrator: BMC MyIT 2.0. Those who do not take the exam within this timeframe will not be granted a retake. Describe the features and functionality of BMC MyIT 2.0 Identify BMC MyIT 2.0 Administration Console features Examine product architecture, key components, and their relationships Verify installation prerequisites Describe how to prepare, set up, and perform the installation Review post-installation tasks Configure application settings Use the Administration Console to set up BMC MyIT 2.0 Review MyIT 2.0 administrator tasks: Set up Help Desk, Notification & Broadcasts, and Location Management Set up Service Requests, Services, and Social Set up Configuration, System Settings, and Access Control 125

129 MYIT BMC MYIT SERVICE BROKER 3.X: ADMINISTERING SPPT-MSBA-0300 BMC MyIT Service Broker 3.0 Web-Based Training (WBT) 3 Hours Service Broker Administrators Suppliers Asset Managers None This 3-hour course combines self-paced content with product simulations to introduce MyIT Service Broker and explain how it helps eliminate catalog sprawl, boost worker productivity, and reduce unauthorized IT. Students will develop skills in creating and submitting new services; connecting service offerings to existing Service Request Definitions (SRDs); attaching and editing workflow; and much more! Step-by-step simulations are designed to guide students with performing the actions required to successfully perform their job. Explain key features and benefits of MyIT Service Broker Explain MyIT Service Broker architecture Define key responsibilities for Suppliers, Service Broker Administrators, and Asset Managers Explain four ways to add Service Catalog items Explain how to connect service offerings to existing Service Request Definitions Explain bundling Review the catalog profile, service level agreements, and add cost adjustments to services Create a virtual Marketplace for end-user service consumption Configure the BMC MyIT unified catalog 126

130 BMC Network Automation

131 NETWORK AUTOMATION BMC NETWORK AUTOMATION 8.1: FOUNDATION AUTO-BNAF-0810 BMC Network Automation 8.1 Instructor-Led Training (ILO/ILT) 3 Days Product Users, Network Administrators, Engineers, and Security Personnel, Network personnel responsible for configuring backup/recovery, auditing and enforcing policies, and implementing configuration changes Network engineering and/or operations experience including: Managing and configuring IP-based networks Configuring network devices, from one or more vendors, deployed in the production network Viewing additional important Prerequisites at education The BMC Network Automation 8.1: Foundation course presents information on how to use BMC Network Automation 8.1 to administer networks on a day-to-day basis. This course provides extensive hands-on exercises with the software user interface and covers all major aspects of using the software. The BMC Network Automation 8.1: Foundation course also presents information on installing and configuring the Microsoft Windows version of the software, integrating the software with third-party software, familiarizing with different troubleshooting techniques, and learning effective administration techniques. Students can benefit from the in-depth presentations in the course and the demonstrations given by expert instructors. Hands-on lab exercises in a virtual environment provide the opportunity for practical application of the presented concepts, methods, and procedures. Understand how to use BMC Network Automation 8.1 Understand all aspects of the device inventory database Demonstrate operational experience using: Configuration management Compliance auditing and enforcement OS release and patch management Change workflows Understand the various reports and distribution capabilities Understand and practice the creation and use of Policies and Templates Understand the concept of Rules and how Rules are used to facilitate actions Install and configure the software for optimal operation Administer the software effectively and efficiently Install and configure integrations with third-party applications Maintain ongoing operation 128

132 BMC Remedy

133 REMEDY BMC ANALYTICS FOR BUSINESS SERVICE MANAGEMENT : USING SPPT-ABMU-0766 BMC Analytics for Business Service Management Web-Based Training (WBT) 2 Hours Users/Operators None This online course provides an overview of BMC Analytics for Business Service Management (BSM). Participants learn how to create, modify, and execute reports by using the SAP Business Objects InfoView tool. List the benefits of using BMC Analytics for BSM Explain the architecture and components of BMC Analytics for BSM Describe how BMC Analytics for BSM extracts data from various applications Examine the interface of the InfoView tool Describe the types of reports in the InfoView tool Use Drill Down reports in the InfoView tool Use Tab reports in the InfoView tool Use parameters to modify the output of reports Create new reports using the InfoView tool Modify existing reports using the InfoView tool Schedule and publish reports 130

134 REMEDY BMC ANALYTICS FOR BUSINESS SERVICE MANAGEMENT 8.1: ADMINISTERING SPPT-ABMA-0810 BMC Analytics for Business Service Management 8.1 Web-Based Training (WBT) 1 Hour Administrators None This online course provides an overview of BMC Analytics for Business Service Management (BSM). This course gives participants a basic understanding of the architecture and concepts of BMC Analytics for BSM. The participants learn how to configure the ITSM Universe by using the SAP BusinessObjects BI Central Management Console and Universe Design tool, and will learn to create users on SAP BusinessObjects Enterprise Server. Describe the need for BMC Analytics for BSM List the key features of BMC Analytics for BSM Explain how BMC Analytics for BSM works with the reporting data Explain the architecture and components of BMC Analytics for BSM Explain how multitenancy works with BMC Analytics for BSM Review the installation preparation of BMC Analytics for BSM List the deployment best practices Review of the SAP BusinessObjects Business Intelligence Central Management Console Explain how to create BMC Atrium AR System users on SAP BusinessObjects Enterprise Server Review the Universe Design tool Explain how to configure the ITSM Universe 131

135 REMEDY BMC ANALYTICS FOR BUSINESS SERVICE MANAGEMENT 8.1: USING SPPT-ABMU-0810 BMC Analytics for Business Service Management 8.1 Web-Based Training (WBT) 2 Hours Users Operators None This course provides an overview of BMC Analytics for Business Service Management (BSM) and reviews product features and functionality. In this course, participants become familiar with the purpose, benefits, user roles, and business goals of BMC Analytics for BSM. Participants learn about product architecture, predefined reports, and how to create and execute reports. Participants also learn about functional areas of the BI Launch Pad. Describe the purpose of BMC Analytics for BSM List the key benefits of BMC Analytics for BSM Describe the SAP BusinessObjects Business Intelligence framework List the business goals of BMC Analytics for BSM Explain the distinction between Web Intelligence and Rich Client Review features of BMC Analytics for BSM Explain the architecture of BMC Analytics for BSM Explain how BMC Analytics for BSM works with the reporting data List various user roles related to BMC Analytics for BSM Explain how multitenancy works with BMC Analytics for BSM Describe how to launch BMC Analytics for BSM Explain various functional areas of the BI launch pad Explain how to search for an object in BI launch pad Explain various BMC Analytics for BSM predefined reports Describe Drill Down and Tab reports and how to work with them Explain how to access the Web Intelligence application Explain Reading, Design, and Data modes for launching the Web Intelligence application Explain how to create a Web Intelligence report Explain how to add filters and prompts to reports Explain how to work with reports Explain how to schedule reports 132

136 REMEDY BMC CERTIFIED DEVELOPER: BMC REMEDY AR SYSTEM 8.X SPPT-ARD BMC Remedy Action Request System 8.x Instructor-Led Training (ILO/ILT) 5 Days Experienced BMC Remedy AR System Developers BMC Remedy AR System 8.0: Foundation Part 1 BMC Remedy AR System 8.0: Foundation Part 2 (ILO/ILT) BMC Remedy AR System 8.0: Developer Part 1 (WBT) BMC Remedy AR System 8.0: Developer Part 2 (ILO/ILT) Field experience designing and developing AR System 8.x applications Relevant on-the-job experience, applied after taking the prerequisite courses listed above In this five-day session, your AR System 8.x knowledge is tested and your ability to build an effective and efficient AR System application, based on supplied requirements, is validated. The skills tested in this course are taught in the prerequisite AR System 8.x courses. However, knowledge gained from the prerequisite courses should be combined with relevant field experience before an individual attempts the examination. All five days of this session are devoted entirely to examination; no additional instruction is provided. There are two parts to the exam: a written portion that tests understanding of AR System concepts; and a hands-on portion that includes a practical case study. Using the case study certification, candidates apply their AR System 8.x developer skills to plan and build a solution, which they will present to a BMC Certified Instructor. Candidates must work individually and can only work during class hours, but are permitted to use notes, training materials, and product documentation. The BMC Instructor reviews and scores the candidate presentations on the fifth (last) day of the course. Validate a candidate has the skills necessary for certification as BMC Certified Developer: BMC Remedy AR System 8.x 133

137 REMEDY BMC DASHBOARDS FOR BSM 2.X: ADMINISTERING RSMG-DBBA-0200 BMC Dashboards for BSM 2.0 Web-Based Training (WBT) 3 Hours Administrators Users Experience using and navigating BMC IT Service Management applications and/or Service Impact Manager This course covers the need for and importance of the BMC Dashboards for BSM product and its role in Business Service Management (BSM) and IT management. The primary topics of discussion include product architecture, product installation, the role BMC Dashboards for BSM plays in the enterprise, and the importance of adequately planning for its installation. The two primary dashboard consoles the user console and the administrator console are also described. Introduce BMC Dashboards for BSM Describe the product architecture Explore the user console and its features Explore the administrator console Explain how to use the administrator console to: Configure BMC Dashboards for BSM Control access to BMC Dashboards for BSM and its data Extend and enhance the usability of BMC Dashboards for BSM Identify the primary installation planning details that should be addressed 134

138 REMEDY BMC DASHBOARDS FOR BUSINESS SERVICE MANAGEMENT : ADMINISTERING SPPT-DBSA-0771 BMC Dashboards for Business Service Management Web-Based Training (WBT) 1 Hour Administrators This online course provides an overview of BMC Dashboards for Business Service Management (BSM). In this course, you will learn how to configure data sources in the Administrator Console, use the tools available in the Administrator Console, and create and manage users and roles. Describe the need for BMC Dashboards for BSM Explain the architecture of BMC Dashboards for BSM Discuss the key terms associated with BMC Dashboards for BSM Access the Administrator Console Use Administrator Console tools: Data Source Configuration, Pod Configuration, and Color Configuration Create and manage users and roles Create dashboard templates Create custom pods None 135

139 REMEDY BMC DASHBOARDS FOR BUSINESS SERVICE MANAGEMENT : USING SPPT-DBMU-0771 BMC Dashboards for Business Service Management Web-Based Training (WBT) 1 Hour Users/Operators This online course provides an overview of BMC Dashboards for Business Service Management (BSM) and explains how you can use the User Console to create and modify dashboards and pods. Describe the need for BMC Dashboards for BSM Explain the architecture of BMC Dashboards for BSM Describe the User Console Discuss the key terms associated with BMC Dashboards for BSM Access the User Console Create and manage user dashboards Create and use pods None 136

140 REMEDY BMC REMEDY AR SYSTEM : DEVELOPER PART 1 SPPT-ARD BMC Remedy AR System Web-Based Training (WBT) 4 6 Hours AR System Developers BMC Remedy AR System : Foundation Part 1 BMC Remedy AR System : Foundation Part 2 (ILO/ILT) In this course, students learn a best practices development process for building diverse and robust AR System applications, from requirements analysis and planning to system rollout. This course focuses on learning how to effectively gather application requirements and how to design, develop, and implement an AR System application to meet those requirements. These principles are applied and reinforced through the use of a case study. Introduce best practices methodologies for gathering requirements and designing custom AR System applications Ensure that applications map to the customer processes being automated Incorporate critical usability guidelines for application development Understand the importance of applying design concepts encompassing performance, maintenance, usability, and scalability to the development of AR System applications Identify and understand important guidelines for AR System application development and deployment, including team development strategies Learn how to successfully transition your team from implementation to deployment 137

141 REMEDY BMC REMEDY AR SYSTEM : DEVELOPER PART 2 SPPT-ARD BMC Remedy Action Request System Instructor-Led Training (ILO/ILT) 5 Days In this course, students will learn how to build advanced application features in BMC Remedy AR System Through a combination of lecture and lab exercises, interactive scenarios, and collaborative discussions, students will learn how to create a deployable application, build advanced functionality within that deployable application, and customize it for the Web. Students will also learn about several new features such as Inline Forms, Skins, Floating Panels, Context Menu for Tables, and Rich-text formatting in data fields. The first section of this course consists of a review exercise that provides an opportunity for students to demonstrate their proficiency of the knowledge and skills learned in the BMC Remedy AR System : Foundation Part 2 course. AR System Developers BMC Remedy AR System : Foundation Part 1 (WBT) BMC Remedy AR System : Foundation Part 2 (ILO/ILT) BMC Remedy AR System Developer Part 1 (WBT) Create deployable applications Manage access control within a deployable application Define server and application default permissions Create custom home pages for a deployable application Create advanced features and workflow with table fields Identify different types of guides Build a guide that performs a table loop Identify data relationships between forms Enforce and store service level agreements as data Calculate business time Create currency fields and use them in workflow Create dynamic workflow Create a table tree view field Identify advanced AR System features Maintain and manage deployable applications Describe the mid tier architecture Define the Web application development process 138

142 REMEDY BMC REMEDY AR SYSTEM : DEVELOPER CERTIFICATION SPPT-ARD BMC Remedy Action Request System Instructor-Led Training (ILO/ILT) 5 Days Experienced AR System Developers BMC Remedy AR System : Foundation Part 1 BMC Remedy AR System : Foundation Part 2 (ILO/ILT) BMC Remedy AR System Developer Part 1 (WBT) BMC Remedy AR System : Developer Part 2 (ILO/ILT) Field Experience designing and developing AR System applications Relevant on-the-job experience, applied after taking the prerequisite courses listed above In this five-day session, students AR System knowledge is tested and their ability to build an effective and efficient AR System application, based on supplied requirements, is validated. The skills tested are taught in the prerequisite AR System courses. However, knowledge gained from the prerequisite courses should be combined with relevant field experience before an individual attempts the examination. All five days of this session are devoted entirely to examination; no additional instruction is provided. There are two parts to the exam: a written portion that tests understanding of AR System concepts; and a hands-on portion that includes a practical case study. Using the case study certification, candidates apply their AR System developer skills to plan and build a solution, which they will present to a BMC Certified Instructor. Candidates must work individually and can only work during class hours, but are permitted to use notes, training materials, and product documentation. The BMC Instructor reviews and scores the candidate presentations on the fifth (last) day of the course. Validate a candidate has the skills necessary for certification as BMC Certified Developer: BMC Remedy AR System

143 REMEDY BMC REMEDY AR SYSTEM : FOUNDATION PART 1 RSMG-ARF BMC Remedy Action Request System On-Demand Learning (ODL) 18 Hours Administrators Developers User knowledge of the Microsoft Windows Graphical User Interface (GUI) In this highly interactive On-Demand Learning (ODL) course, participants learn foundation concepts necessary to administer and develop applications in BMC Remedy AR System This course introduces AR System architecture, concepts, and terminology. Participants learn how to navigate BMC Remedy User, BMC Remedy Mid Tier, and BMC Remedy Developer Studio in order to perform various tasks. In addition to the online course content, participants also are given access to a remote lab environment. Participants can practice concepts such as creating forms, fields, and workflow objects in this lab environment to experience the power of AR System. NOTE: Successful completion of this course is a prerequisite for the BMC Remedy AR System : Foundation Part 2 course. NOTE: From the date of registration confirmation, students have 90 days of access to the core educational content, and 5 consecutive days of their choosing to access the remote lab environment. During the 5-consecutive-day period, students can work at your own pace through the lab exercises and associated Web-based education content within the remote environment, freely explore, and complete optional activities that supplement the core lab exercises. NOTE: On-Demand Learning (ODL) courses do not include access to an instructor or education representative. Should students find a course concept or lab procedure to be challenging, several self-help tools (such as lab demonstration movies, instructions for accessing and using the remote lab environment, and troubleshooting tips) are included within the course content. Describe the architecture of AR System Describe the benefits of using AR System Use BMC Remedy User and Mid Tier to access AR System applications Explain the need for preference servers in AR System Access and use forms in AR System Create macros in AR System Explore BMC Remedy Developer Studio Use basic and advanced search options to locate records in AR System Create and use fields in AR System Use workflow in AR System View additional Course Objectives for this training at

144 REMEDY RSMG-ARF BMC Remedy Action Request System Instructor-Led Training (ILO/ILT) 5 Days Administrators Developers BMC Remedy AR System : Foundation Part 1 (WBT) BMC REMEDY AR SYSTEM : FOUNDATION PART 2 In this course, students learn how to administer and build applications in AR System Through a combination of lecture and lab exercises, students learn how to perform the tasks of an AR System Administrator, from managing user access to maintaining an application. In addition, students learn how to develop and customize basic AR System objects. The first module of this course consists of a quiz that provides an opportunity for students to demonstrate their proficiency of the knowledge and skills learned in the BMC Remedy AR System : Foundation Part 1 online training. From the second course module onward, students play the roles of an AR System administrator and a developer at Venizyne, a fictitious enterprise. Students help build and administer an application that automates the Venizyne vacation management process. NOTE: Included in this course is the BMC Certified Administrator: BMC Remedy AR System examination. Taking the exam and pursuing certification is optional, however all students enrolled in the BMC Remedy AR System : Foundation Part 2 course are automatically enrolled in the exam. Following the completion of the BMC Remedy AR System : Foundation Part 2 course, students will have three weeks to take the BMC Certified Administrator certification examination online. You can take the exam twice within this period. Those who pass will receive the title of Certified Administrator: BMC Remedy AR System Those who do not take the exam within this timeframe, or do not pass after two attempts within this timeframe, will not be granted a retake. For more information, visit the BMC Remedy AR System Certifications page. Manage access control and AR System licenses Perform common administrative tasks using the AR System Administration Console Create AR System objects by using BMC Remedy Developer Studio Build AR System forms, fields, and menus to meet business data requirements Build AR System active links that automate system responses to user actions Build AR System filters that enforce business rules Build time-based escalations Customize an application for the Web View additional Course Objectives for this training at

145 REMEDY BMC REMEDY AR SYSTEM : WHAT S NEW RSMG-ARWN-0764 BMC Remedy Action Request System On-Demand Learning (ODL) 18 Hours Administrators Developers BMC Remedy AR System 7.5: Foundation Part 2 Or BMC Remedy AR System 7.5: Developer Part 2 Or BMC Remedy AR System 7.5: What s New This course introduces students to the new features and functionality of BMC Remedy AR System through a combination of engaging Web-based content and access to a remote lab. The remote lab allows you to work in a real AR System environment and gives them hands-on experience building and testing the new features in this release. From point of registration confirmation, students have 90 days of access to the educational content, and 5 consecutive days of access to the remote lab environment. During the 5 consecutive day period, you can work at your own pace through approximately 18 hours of Web-based education interspersed with labs in the remote environment. NOTE: Please do not register for this course if you do not have prior experience working with BMC Remedy AR System 7.5. NOTE: From the date of registration confirmation, students have 90 days of access to the core educational content, and 5 consecutive days of their choosing to access the remote lab environment. During the 5-consecutive-day period, students can work at your own pace through the lab exercises and associated Web-based education content within the remote environment, freely explore, and complete optional activities that supplement the core lab exercises. NOTE: On Demand Learning (ODL) courses do not include access to an instructor or education representative. Should you find a course concept or lab procedure to be challenging, several self-help tools (such as lab demonstration movies, instructions for accessing and using the remote lab environment, and troubleshooting tips) are included within the course content. Introduce BMC Remedy AR System Identify changes to panels and panel fields Describe display enhancements introduced in AR System Describe performance enhancements introduced in AR System Graphically represent workflow events View additional Course Objectives for this training at

146 REMEDY BMC REMEDY AR SYSTEM 8.0: DEVELOPER PART 1 SPPT-ARD BMC Remedy AR System 8.0 Web-Based Training (WBT) 6 Hours AR System Developers In this course, students will learn about the best practices development process for building diverse and robust AR System applications, from requirements analysis and planning to application deployment. This course focuses on learning how to effectively gather application requirements and how to design, develop, test, implement, and maintain an AR System application to meet the application s requirements. Identify the stages involved in the AR System development lifecycle Describe the stages in the Requirements Analysis process Outline the design strategies used when creating an AR System application Identify the settings for developing an AR System application List the guidelines for application testing, implementation, and maintenance BMC Remedy AR System 8.0: Foundation Part 1 (WBT) BMC Remedy AR System 8.0: Foundation Part 2 (ILO/ILT) 143

147 REMEDY BMC REMEDY AR SYSTEM 8.0: DEVELOPER PART 2 SPPT-ARD BMC Remedy Action Request System 8.1 Instructor-Led Training (ILO/ILT) 5 Days BMC Remedy AR System Developers In this course, students will build on the knowledge and skills learned in the prerequisite course, BMC Remedy AR System 8.0: Foundation Part 2, by learning how to create advanced application features in BMC Remedy AR System 8.0. Through a combination of lecture and lab exercises, interactive scenarios, and collaborative discussions, students learn about several advanced and new features such as Skins, Table Fields, Guides, Record Relationships, Floating Panels, Currency Fields, Server-Side Tables, Dynamic Workflow, and Rich-text formatting in data fields. Advanced developer and administrator tools are introduced, such as version control, flashboards, and tooltips. Each of the features discussed in this course add to the value that BMC Remedy AR System 8.0 can bring to the business, and prepare students for BMC Certified Developer: BMC Remedy AR System 8.x certification. This course builds on students AR System knowledge in the context of a fictitious company, Venizyne. Venizyne has been building its own customized applications and recently acquired a cable television services business that now must be integrated into the company. This scenario enables students to practice and identify ways to immediately apply what they learn to their AR System environment. BMC Remedy AR System 8.0: Foundation Part 1 BMC Remedy AR System 8.0: Foundation Part 2 BMC Remedy AR System 8.0: Developer Part 1 Create application lists on a home page Convert objects to overlays using Best Practice Conversion Utility Utilize custom skins in AR System Create advanced features and workflow with table fields Create dynamic workflow Create currency fields and use them in workflow Build a guide that performs a table loop Create a server-side table field Enable data relationships between forms Leverage a GUID field Enforce and store Service Level Agreements (SLA) Employ floating panels in forms Utilize Rich Text Formatting enhancements Identify the value of using flashboards Recognize opportunities to use tooltips and dragand-drop functionality Explain Business Time 2.0 View additional Course Objectives for this training at

148 REMEDY BMC REMEDY AR SYSTEM 8.0: FOUNDATION PART 1 SPPT-ARF BMC Remedy Action Request System 8.0 On-Demand Learning (ODL) 2 Days Administrators Developers User knowledge of the Microsoft Windows Graphical User Interface (GUI) In this highly interactive On-Demand Learning (ODL) course, participants learn concepts that build the foundation necessary to develop and administer applications in BMC Remedy AR System 8.0. This course introduces AR System architecture, terminology, and base concepts and functions. Participants learn how to navigate BMC Remedy Mid Tier and BMC Remedy Developer Studio in order to perform various tasks and how to apply these concepts in their own environments. In addition to the online course content, participants are given access to a remote lab environment where they can practice concepts such as creating forms, fields, and workflow objects in order to begin to experience the power of AR System. NOTE: Successful completion of this course is a prerequisite for the BMC Remedy AR System 8.0: Foundation Part 2 course. NOTE: From the date of registration confirmation, students have 90 days of access to the core educational content, and 5 consecutive days of their choosing to access the remote lab environment. During the 5-consecutive-day period, students can work at their own pace through the lab exercises and associated Web-based education content within the remote environment, freely explore, and complete optional activities that supplement the core lab exercises. NOTE: On-Demand Learning (ODL) courses do not include access to an instructor or education representative. Should students find a course concept or lab procedure to be challenging, several self-help tools (such as instructions for accessing and using the remote lab environment and troubleshooting tips) are included within the course content. Explain the architecture of AR System List the advantages of using AR System Use BMC Remedy Mid Tier to access AR System applications Explain user preference settings in AR System Access and use forms in AR System Identify AR System Notifications Navigate Approval Central Use basic and advanced search options in AR System Explore BMC Remedy Developer Studio Create and use forms and fields in AR System Utilize workflow in AR System View additional Course Objectives for this training at

149 REMEDY BMC REMEDY AR SYSTEM 8.0: FOUNDATION PART 2 SPPT-ARF BMC Remedy AR System v8.0 Instructor-Led Training (ILO/ILT) 5 Days Administrators Developers BMC Remedy AR System 8.0: Foundation Part 1 (ODL) In this instructor-led course, students learn how to administer and build applications in AR System 8.0. Through a combination of lecture and hands-on lab exercises, you learn how to perform the tasks of an AR System administrator, from managing user access to maintaining an application. In addition, you learn how to develop and customize basic AR System objects. After a review of the knowledge and skills learned in the BMC Remedy AR System 8.0: Foundation Part 1 on demand learning course, you will quickly move into deeper concepts and technical aspects of AR System 8.0. Throughout the course, you play the roles of an AR System administrator and developer at Venizyne Software, a fictitious enterprise, by building and administering an application that automates the Venizyne vacation management process. NOTE: Included in this course is the BMC Accredited Administrator: BMC Remedy AR System 8.0 examination. Taking the exam and pursuing accreditation is optional, however all students enrolled in the BMC Remedy AR System 8.0: Foundation Part 2 course are automatically enrolled in the exam. Following the completion of the BMC Remedy AR System 8.0: Foundation Part 2 course, you will have three weeks to take the BMC Accredited Administrator examination online. You can take the exam twice within this period. Those who pass will receive the title of Accredited Administrator: BMC Remedy AR System 8.0. Those who do not take the exam within this timeframe, or do not pass after two attempts within this timeframe, will not be granted a retake. For more information, visit the BMC Remedy AR System 8.0 Learning Path page. Define the roles and tasks of AR System administrators and developers Perform common administrative tasks using the AR System Administration Console Configure an AR System Server Manage access control and AR System licenses Establish administrator and user centralized preferences Create AR System objects by using BMC Remedy Developer Studio View additional Course Objectives for this training at

150 REMEDY BMC REMEDY AR SYSTEM 8.0: WHAT S NEW SPPT-ARWN-0800 BMC Remedy AR System v8.0 Instructor-Led Training (ILO/ILT) 3 Hours AR System Developers AR System Administrators This course introduces students to the new features and functionality of BMC Remedy AR System 8.0 through a combination of engaging Web-based content and real-time simulations. The simulations allow students to work in a real AR System 8.0 environment and provide hands-on experience in building and testing the new features in this release. Identify the enhancements to the user interface in AR System 8.0 Identify the enhancements to the Developer Studio in AR System 8.0 Identify the enhancements to the Approval Server in AR System 8.0 Identify the enhancements to the Flashboards in AR System 8.0 Identify the enhancements to the RTF in AR System 8.0 BMC Remedy AR System : Foundation Part 2 (ILO/ILT) Or BMC Remedy AR System : Developer Part 2 (ILO/ILT) Or BMC Remedy AR System : What s New 147

151 REMEDY BMC REMEDY AR SYSTEM 9.0: ADMINISTERING SPPT-ARSA-0900 BMC Action Request System 9.0 Instructor-Led Training (ILO/ILT) 5 Days Remedy Application Administrators Remedy Developers None This five-day course will focus on four main Remedy Administrator responsibilities: Planning, Administrative Options, Configuring, and Troubleshooting. Students will gain hands-on experience with the AR System Administrative Console and Mid Tier Configuration Tool. This course is applicable to Remedy OnDemand and OnPremise customers. The intended audience is someone who has used BMC Remedy AR System and has a basic understanding of its architecture. New administrators are encouraged to take the BMC Remedy AR System 9.0: Concepts course to learn the basic concepts and language of BMC Remedy AR System. Describe the architectural design of BMC Remedy AR System Review installation requirements Understand the Access Control Model Utilize Data Management Tools Review Full Text Search capabilities Explain configuring and monitoring options Describe logging options Utilize the right troubleshooting method Effectively utilize the BMC Knowledge Base and social media tools 148

152 REMEDY BMC REMEDY AR SYSTEM 9.0: CONCEPTS SPPT-ARSC-0900 BMC Action Request System 9.0 Web-Based Training (WBT) 2.5 Hours ITSM/CMDB Application Administrators CMDB Configuration Managers Remedy Application Administrators Remedy Developers IT Managers None This 2 ½ hour course will provide basic information about AR System. It covers the AR System concepts that are required for application administrators, users, and IT Managers. The intended audience is students who are new to the AR System platform. The course will cover topics such as client tools, data, navigation, and access control. This course includes videos and knowledge checks throughout to prepare the learners to take additional courses in the AR, ITSM, and CMDB learning paths. Describe the BMC AR System Platform and its relationship to BMC Applications minutes Describe the relationship between the People, Users, Groups, and Roles Identify licensing options and create a license report Define the tools required for manipulating data Identify the resources needed to install BMC Remedy AR System and BMC Remedy Applications Verbalize basic terminology used to describe BMC Remedy Applications Navigate the ITSM Customizable Home Page, administrative consoles, and Approval Central Search, create and modify requests using the mid tier client Prepare learner to take the following courses: BMC Remedy IT Service Management 9.0: Administrator Concepts BMC Atrium CMDB 9.0: For Configuration Managers BMC Atrium CMDB 9.0: For Administrators 149

153 REMEDY BMC REMEDY AR SYSTEM 9.0: WHAT S NEW FOR ADMINISTRATORS SPPT-ARWA-0900 BMC Action Request System 9.0 Web-Based Training (WBT) 2 Hours ITSM Application Administrators Remedy Application Administrators Remedy Developers IT Managers This two-hour course provides information about the enhancements made in the AR System since version 8.0. The course covers everything that students need to know to be a more effective administrator. The intended audience is students who have taken AR System classes in the past and only need to know what has changed. The course covers topics such as new administrator consoles, configuration tool, troubleshooting, full text search, and upgrading best practices. This course includes interactive simulations and knowledge checks throughout to prepare the learners to maintain AR System Administrator Accreditation. Learn how to use centralized configuration Apply new troubleshooting techniques Understand the enhancements made to full text search Create a new Developer Studio access model Understand the role of the Archive Manager Console None 150

154 REMEDY BMC REMEDY AR SYSTEM 9.0: WHAT S NEW FOR DEVELOPERS SPPT-ARWD-0900 BMC Action Request System 9.0 Web-Based Training (WBT) 6 Hours Remedy Developers BMC Remedy AR System 9.0: What s New for Administrators This six-hour course provides information about the enhancements made in the AR System since 8.0. The course discusses everything that students need to know to be a more effective developer. The intended audience is students who have taken AR System classes in the past and only need to know what has changed. The course will cover topics such as developer studio, archiving, record relationships, best practices for implementing changes, Mid Tier Enhancements, REST API, and overlays. This course includes interactive simulations throughout to prepare the learners to maintain the BMC Certified Developer certification. In addition, there is a resource section that contains FAQs and links to product documentation and other resources. Practice best practices for Mid Tier caching Review upgrade enhancements Create Association object Update form data using REST API Archive related forms in a custom application 151

155 REMEDY BMC REMEDY ASSET MANAGEMENT : USING RSMG-AMUS-0764 BMC Remedy Asset Management Web-Based Training (WBT) 4 Hours Users Managers User knowledge of Microsoft Windows graphical user interface (GUI) In this online course, students are introduced to the functionality of BMC Remedy Asset Management Students learn how to perform various tasks from the perspectives of a configuration administrator, contract manager, software asset manager, approver, and purchasing agent. Describe the Asset Management goals and process Describe Asset Management roles Identify the BMC Remedy Asset Management consoles Log in to and navigate BMC Remedy Asset Management Create and modify CIs and asset records Create and modify contracts, warranties, and leases Create and manage software licenses Create and manage configurations Create and manage inventory items Create and approve purchase requisitions Receive and return purchased assets Run reports to produce business metrics View and modify application preferences and user profile Create reminders and broadcasts 152

156 REMEDY BMC REMEDY ASSET MANAGEMENT 8.0: USING SPPT-AMUS-0800 BMC Remedy Asset Management 8.0 Web-Based Training (WBT) 5 Hours Users Managers User knowledge of Microsoft Windows graphical user interface (GUI) In this online course, students are introduced to the functionality of BMC Remedy Asset Management 8.0. Students learn how to perform various tasks from the perspectives of a configuration administrator, contract manager, software asset manager, approver, and purchasing agent. Describe Asset Management goals and process Describe Asset Management roles and terminology Identify the BMC Remedy Asset Management consoles Identify various social media integration available for BMC Remedy Asset Management 8.0 Log in to BMC Remedy AR System and navigate the IT Home page and the Asset Console Create, search for, and modify Configuration Items (CIs) Create contracts, warranties, and leases Create and manage software licenses, including how to reserve, view, and release licenses Describe how to manage license jobs and certificate groups, including information regarding the Advanced Qualification builder for products Create and manage configurations Create and manage inventory items, including how to reserve, release and view inventory Create and approve purchase requisitions Receive and return purchased items Describe the product ordering feature of the SRM Request Entry console Identify the functionality of the Report Console View and modify application preferences and user profile Create reminders and broadcasts 153

157 REMEDY BMC REMEDY ASSET MANAGEMENT 9.0: CONCEPTS SPPT-AMCO-0900 BMC Remedy Asset Management 9.0 Web-Based Training (WBT) 30 Minutes Configuration Administrators Software Asset Managers Contract Managers Purchasing Agents None In this online course, students are introduced to BMC Remedy Asset Management 9.0, and its lifecycle. Students learn about Configuration Management and various procedures involved in BMC Best Practice Flow for Configuration Management. Students also learn about various roles related to using the BMC Remedy Asset Management application and get familiar with Asset Management permissions and terminology. Students are also introduced to Configuration Item lifecycle. Additionally, students learn to search for CIs using different search options. Describe Asset Management Explain various processes involved in Asset lifecycle Describe Configuration Management and explain the procedures involved in BMC Best Practice Flow for Configuration Management List various roles related to using the BMC Remedy Asset Management application Describe various Asset Management permissions and terminology Describe various role-based consoles Describe CI lifecycle Discuss various search options for CIs 154

158 REMEDY BMC REMEDY ASSET MANAGEMENT 9.0: FOR APPROVERS SPPT-AMAP-0900 BMC Remedy Asset Management 9.0 Web-Based Training (WBT) 20 Minutes Approvers The BMC Remedy Asset Management 9.0: For Approvers course provides students with a detailed understanding of the Approver role in the Configuration Management process for Asset Management. In addition to a brief explanation of the CI Requisition procedure, this course gives students a detailed walkthrough of the purchase requisition and standard configuration approvals performed by the Approver. Identify roles, responsibilities, and permissions of Approvers Understand the Configuration Management process Describe the Approval Central Approve and reject purchase requisitions using the Approval Central Identify standard configurations Approve and reject standard configurations BMC Remedy Asset Management 9.0: Concepts (WBT) 155

159 REMEDY BMC REMEDY ASSET MANAGEMENT 9.0: FOR CONFIGURATION ADMINISTRATORS SPPT-AMCA-0900 BMC Remedy Asset Management 9.0 Web-Based Training (WBT) 2 Hours Configuration Administrators BMC Remedy Asset Management 9.0: Concepts (WBT) In this online course, students are introduced to BMC Remedy Asset Management 9.0. This course gives students an explanation of the five Configuration Management procedures performed by the Configuration Administrator CI Requisition, Supplier Information Maintenance, CI Registration, CI Update, and Contract Administration. In addition, while going through each procedure, students learn about asset, configuration item, depreciation, cost, chargeback, CI relationship, schedule, configuration, and inventory. NOTE: Other suggested training for the Configuration Administrator role is BMC Remedy Asset Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends that you take this training. Identify roles, responsibilities, and permissions of configuration administrators Understand the Configuration Management process Describe the Asset Console Describe a CI and its types Create a CI Understand how to add, view, modify, and remove costs Describe depreciation Describe the overview of charge-backs Understand different functions of charge-backs Describe the relationship types Describe and work with schedule, outage, and bulk updates Create a configuration Define and manage an inventory Reserve the CIs and bulk inventory items 156

160 REMEDY BMC REMEDY ASSET MANAGEMENT 9.0: FOR CONTRACT MANAGERS SPPT-AMCM-0900 BMC Remedy Asset Management 9.0 Web-Based Training (WBT) 30 Minutes Contract Managers BMC Remedy Asset Management 9.0: Concepts (WBT) This online course provides students with a detailed understanding of the Contract Manager role in BMC Remedy Asset Management. In this course, students learn about various Contract Management tasks, such as create and relate contract, create and relate lease; and create and relate warranty. NOTE: Other suggested training for the Contact Manager role is BMC Remedy Asset Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends this training. Identify roles, responsibilities, and permissions of contract managers Understand the Contract Management process Describe the Contract lifecycle Describe the Contract Console Create a master contract Create a contract and relate it to a master contract Create a lease Create a warranty and relate it to a CI 157

161 REMEDY BMC REMEDY ASSET MANAGEMENT 9.0: FOR PURCHASING AGENTS SPPT-AMPA-0900 BMC Remedy Asset Management 9.0 Web-Based Training (WBT) 1 Hour Purchasing Agents BMC Remedy Asset Management 9.0: Concepts (WBT) This course provides students with a detailed understanding of the Purchasing Agent role in the Asset Management process. Students learn about the Purchasing Process tasks that they will perform, such as create purchase requisition, add line item, submit purchase requisition for pricing, receive purchase order, and order product from the SRM Request Entry Console. NOTE: Other suggested training for the Purchasing Agents role is BMC Remedy Asset Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends this training. Identify roles, responsibilities, and permissions of the Purchasing Agent role Understand the Purchasing process Describe the Purchasing Console Create a requisition Add a line item Describe pricing for purchase requisition Describe the Approval Console Describe the Receiving Console Manage purchase orders/items Order products from SRM Request Entry Console 158

162 REMEDY BMC REMEDY ASSET MANAGEMENT 9.0: FOR SOFTWARE ASSET MANAGERS SPPT-AMAM-0900 BMC Remedy Asset Management 9.0 Web-Based Training (WBT) 1 Hour and 10 Minutes Software Asset Managers BMC Remedy Asset This course provides students with a detailed understanding of the Software Asset Manager role in the Asset Management process. In this course, students learn about the Software License Management tasks that you will perform, such as create software license, manage license job and certificates, upgrade license certificates, and reserve and release license. NOTE: Other suggested training for the Software Asset Manager role is BMC Remedy Asset Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends that you take this training. Describe the Software License Management lifecycle and the Software Asset Management (SAM) Console Identify different license types Identify the Software License Contract Information and License Certificate Information forms Describe how to create a software license contract and add a license certificate to it Describe how to run license jobs and group certificates Identify the license upgrade functionality Describe how to reserve licenses, view, and release the reserved licenses 159

163 REMEDY BMC REMEDY ASSET MANAGEMENT 9.0: OVERVIEW SPPT-AMOV-0900 BMC Remedy Asset Management 9.0 Web-Based Training (WBT) 20 Minutes Users of BMC Remedy Asset Management None In this online course, students are introduced to BMC Remedy IT Service Management (ITSM) and its purpose. Students also learn about BMC Remedy Asset Management, its benefits and lifecycle. Additionally, students will learn to access, customize, and navigate the IT Home page. Describe BMC Remedy ITSM and its purpose Explore BMC Remedy ITSM applications Explore other BMC Remedy ITSM offerings Explain the Service Asset Lifecycle use case Describe ITIL objectives for Asset Management Describe BMC Remedy Asset Management, its benefits, and lifecycle Describe how to log in to the BMC Remedy Action Request System using a Web browser Identify the IT Home page Describe various functional elements of an IT Home page Identify the BMC Remedy Asset Management consoles 160

164 REMEDY BMC REMEDY ASSET MANAGEMENT 9.0: SUPPLEMENTAL FEATURES SPPT-AMSF-0900 BMC Remedy Asset Management 9.0 Web-Based Training (WBT) 1 Hour Configuration Administrators Software Asset Manager N/A The BMC Remedy Asset Management 9.0: Supplemental Features course provides you with detailed information on BMC Remedy Smart Reporting and BMC Remedy AR System Report Console. You will also learn about the additional features such as KPI and ROI flashboards, profile settings, application preferences, broadcasts, and reminders. Discuss Smart Reporting and its functionality to access the content Describe the multiple ways to enhance social collaboration such as broadcasts, connections, and discussions through Smart Reporting Describe how to create predefined and custom reports in Smart Reporting Describe how to access the Report Console to create predefined and custom reports Explain KPI and ROI functionality Describe how to view and update personal profile Describe how to view and update personal profile and application settings Explain how to create Reminders and Broadcasts 161

165 REMEDY BMC REMEDY CHANGE MANAGEMENT : USING RSMG-CMUS-0764 BMC Remedy Change Management Web-Based Training (WBT) 4 Hours Users Managers User knowledge of Microsoft Windows graphical user interface (GUI) In this online course, students are introduced to the functionality of BMC Remedy Change Management , including the Release Management module. Students learn how to perform various tasks from these roles: requester, change coordinator, change or task implementer, change manager, release coordinator, and approver. Describe the BMC Best Practice Flow for Change Management Describe the BMC Best Practice Flow for Release Management List the steps in the lifecycle of change requests List the steps in the lifecycle of release requests Identify the Change Management roles Identify the Release Management roles Use the Overview Console Use the Requester Console Log in to ITSM and customize the Home page Navigate the Change Management Console Create, assign, approve, and close change requests Create and manage tasks for change requests Navigate the Release Management Console Create, assign, approve, and close release requests Create and manage activities for release requests Search for change requests and release requests Create reports using business metrics Define custom report queries Identify flashboards (KPIs) Modify user profiles Open and modify application preferences Create and view broadcasts and reminders 162

166 REMEDY BMC REMEDY CHANGE MANAGEMENT 8.0: USING SPPT-CMUS-0800 BMC Remedy Change Management 8.0 Web-Based Training (WBT) 4 Hours Users Managers User knowledge of Microsoft Windows graphical user interface (GUI) In this online course, students are introduced to the functionality of BMC Remedy Change Management 8.0, including the Release Management module. Students learn how to perform various tasks from these roles: requester, change coordinator, change or task implementer, change manager, release coordinator, and approver. Describe the BMC Best Practice Flow for Change Management Describe the BMC Best Practice Flow for Release Management List the steps in the lifecycle of change requests List the steps in the lifecycle of release requests Identify the Change Management roles Identify the Release Management roles Identify the Social Collaboration tools Use the Overview Console Use the Requester Console Log in to ITSM and customize the Home page Navigate the Change Management Console Create, assign, approve, and close change requests Create and manage tasks for change requests Navigate the Release Management Console Create, assign, approve, and close release requests Create and manage activities for release requests Search for change requests and release requests Create reports using business metrics Define custom report queries Identify flashboards (KPIs) Modify user profiles Open and modify application preferences Create and view broadcasts and reminders 163

167 REMEDY BMC REMEDY CHANGE MANAGEMENT 9.0: CONCEPTS SPPT-CMCO-0900 BMC Remedy Change Management 9.0 Web-Based Training (WBT) 1 Hour Change Coordinators Change Managers Specialists Infrastructure Change Approvers and CAB None The BMC Remedy Change Management 9.0: Concepts course provides students with a detailed understanding of the Change Management process and its sub processes. Students learn about the procedures, terminology, roles and responsibilities involved, and the chief functionality of the Change Management process. Discuss BMC Remedy Change Management Describe the Change Management process flow/lifecycle and the Change Request lifecycle Identify the roles, responsibilities, permissions, and terminology of Change Management Describe the process states, stages, and status values for change requests Explain how to access the IT Home page and identify its features and functionality Explain how to access the Overview Console and identify its features Identify the functional areas of the Change Console Identify the features and functionality available on the Change form Identify various tabs on the Change form Discuss the Archiving feature Identify the Calendar Discuss the search functionality in Change Management Discuss the Release Administrator role in the Change Management process flow/lifecycle Discuss the Customer Representative role in the Change Management process flow/lifecycle 164

168 REMEDY BMC REMEDY CHANGE MANAGEMENT 9.0: FOR CHANGE COORDINATORS SPPT-CMCC-0900 BMC Remedy Change Management 9.0 Web-Based Training (WBT) 1 Hour and 30 Minutes Change Coordinators Change Managers BMC Remedy Change Management 9.0: Concepts (WBT) This course provides students with a detailed understanding of the Change Coordinator role in the Change Management process. Students learn about the Change Management process tasks that they will perform, such as implement infrastructure change tasks. In addition, students learn about various Change Management procedures during which a Specialist/Task Implementer is associated. NOTE: Other suggested training for the Change Coordinator role is BMC Remedy Change Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends that you take this training. Discuss the responsibilities of the Change Coordinator role Discuss the role of a Change Coordinator in the Change Management and Change Request lifecycle List the permissions of a Specialist Explain the Change Management procedure performed by a Change Coordinator Explain how to create a change request Explain how to create tasks Explain how to add relationships Describe how to assign change request Describe how to close a change request Describe emergency change 165

169 REMEDY BMC REMEDY CHANGE MANAGEMENT 9.0: FOR CHANGE MANAGERS SPPT-CMCM-0900 BMC Remedy Change Management 9.0 Web-Based Training (WBT) 30 Minutes Change Managers BMC Remedy Change Management 9.0: Concepts (WBT) BMC Remedy Change Management 9.0: Change Coordinators (WBT) This course provides students with a detailed understanding of the Change Manager role in the Change Management process. Students learn about the Change Management process tasks that they will perform, such as review a change request and request approvals for the change request. NOTE: Other suggested training for the Change Manager role is BMC Remedy Change Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends that you take this training. Discuss the responsibilities of the Change Manager role Discuss the role of a Change Manager in the Change Management and Change Request lifecycle List the permissions of a Change Manager Explain the Change Management procedure performed by a Change Manager Explain how to review a change request Describe how to add work information Explain how to add approvers Explain how to add non-approver notifications Describe the approval options 166

170 REMEDY BMC REMEDY CHANGE MANAGEMENT 9.0: FOR INFRASTRUCTURE CHANGE APPROVERS/CAB SPPT-CMCA-0900 BMC Remedy Change Management 9.0 Web-Based Training (WBT) 30 Minutes Change Approvers BMC Remedy Change Management 9.0: Concepts (WBT) This course provides students with a detailed understanding of the Infrastructure Change Approver/Change Advisory Board (CAB) role in the Change Management process. Students learn about the Change Management process tasks that they will perform, such as change approval and rejection. NOTE: Other suggested training for the Infrastructure Change Approvers/Change Advisory Board (CAB) role is BMC Remedy Change Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends that you take this training. Discuss the responsibilities of the Change Approver role Discuss the role of a Change Approver in the Change Management and Change Request lifecycle List the permissions of a Change Approver Explain the Change Management procedure performed by a Change Approver Explain different approval phases and change status values Describe the Approval Central Explain how to approve or reject a change request as an IT and non-it staff member 167

171 REMEDY BMC REMEDY CHANGE MANAGEMENT 9.0: FOR RELEASE COORDINATORS SPPT-CMRC-0900 BMC Remedy Change Management 9.0 Web-Based Training (WBT) 1.5 Hours Release Coordinators None This course provides students with a detailed understanding of the Release Coordinator role in the Release Management process. Students learn about the Release Management process tasks that they will perform, such as create release, create manifest, schedule release, create activity, specify milestone, and process and close release. Describe the Release Management process Discuss the responsibilities of the Release Coordinator role Discuss the role of a Release Coordinator in the Release Management lifecycle and Release Request lifecycle List the permissions of a Release Coordinator Explain the Release Management procedures performed by a Release Coordinator Explain how to create a release and a manifest Explain how to schedule a release Describe how to create an activity and specify a milestone for an activity Describe how to update a release Describe how to view manifest information Explain the release closure procedure 168

172 REMEDY BMC REMEDY CHANGE MANAGEMENT 9.0: FOR SPECIALISTS SPPT-CMSP-0900 BMC Remedy Change Management 9.0 Web-Based Training (WBT) 30 Minutes Specialists or Task Implementers BMC Remedy Change Management 9.0: Concepts (WBT) This course provides students with a detailed understanding of the Specialist (Task Implementer) role in the Change Management process. Students learn about the Change Management process tasks that they will perform, such as implement infrastructure change tasks. In addition, students learn about various Change Management procedures during which a Specialist/Task Implementer is associated. NOTE: Other suggested training for the Specialist role is BMC Remedy Change Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends this training. Discuss the responsibilities of the Specialist role Discuss the role of a Specialist in the Change Management and Change Request lifecycle List the permissions of a Specialist Explain the Change Management procedure performed by a Specialist Explain the different task types Explain how to implement tasks Explain how to close tasks Describe the Change Planning, Application Change Implementation, Planned Change Closure, Emergency Change Implementation, and Emergency Change Closure procedures 169

173 REMEDY BMC REMEDY CHANGE MANAGEMENT 9.0: SUPPLEMENTAL FEATURES SPPT-CMSF-0900 BMC Remedy Change Management 9.0 Web-Based Training (WBT) 1 Hour Change Coordinators Change Managers None The BMC Remedy Change Management 9.0: Supplemental Features course provides students with detailed information on the Smart Reporting tool, the BMC Remedy AR System Report Console of the Change Management application. Students also learn about the additional features such as KPI and ROI flashboards, profile settings, application preferences, broadcast, and reminders. Discuss Smart Reporting and its functionality to access the content Describe the multiple ways to enhance social collaboration such as broadcasts, connections, and discussions through Smart Reporting Describe how to create predefined and custom reports in Smart Reporting Describe how to access the Report Console to create predefined and custom reports Explain KPI and ROI functionality Describe how to view and update personal profile Describe how to view and update personal profile and application settings Explain how to create Reminders and Broadcasts 170

174 REMEDY BMC REMEDY INCIDENT MANAGEMENT 9.0: CONCEPTS SPPT-IMCO-0900 BMC Remedy Incident Management 9.0 Web-Based Training (WBT) 1 Hour Incident Analysts Specialists Group Coordinators None The BMC Remedy Incident Management 9.0: Concepts course provides students with a detailed understanding of the Incident Management process and its sub processes. Students will learn about the procedures, terminology, roles and responsibilities involved, and the chief functionality of the Incident Management process. Discuss BMC Remedy Incident Management as part of BMC Remedy Service Desk Describe the Incident Request Lifecycle Identify the roles, responsibilities, permissions, and terminology of Incident Management Describe the process states, stages, and status values for incident requests Explain how to access the IT Home page and identify its features and functionality Explain how to access the Overview Console and identify its features Discuss the Requester Console and its purpose Identify the functional areas of the Incident Console Identify the features and functionality available on the Incident form Identify various tabs on the Incident form Discuss the Archiving feature Discuss the search functionality in Incident Management Discuss the Requester role in the Incident Request Lifecycle Discuss the Service Owners role in the Incident Request Lifecycle Discuss the On-duty Manager role in the Incident Request Lifecycle 171

175 REMEDY BMC REMEDY INCIDENT MANAGEMENT 9.0: FOR GROUP COORDINATORS SPPT-IMGC-0900 BMC Remedy Incident Management 9.0 Web-Based Training (WBT) 30 Minutes Group Coordinators BMC Remedy Incident Management 9.0: Concepts (WBT) The BMC Remedy Incident Management 9.0: For Group Coordinators course gives students an elaborate insight into the Group Coordinator role in the Incident Management process. In addition to a brief explanation of the Incident Request Lifecycle, this course also provides a detailed walkthrough of the procedures that a Group Coordinator performs in the Incident Request Lifecycle. NOTE: Other suggested training for the Group Coordinator role is BMC Remedy Incident Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends this training. Discuss the responsibilities of the Group Coordinator role Discuss the role of a Group Coordinator in the Incident Request Lifecycle List the permissions of a Group Coordinator Explain the Incident assignment procedure performed by a Group Coordinator Explain the different assignment types Explain incident request rejection Explain incident request reassignment Discuss relating duplicate incident requests Explain how to record CI unavailability Define templates, decision trees, and scripts Explain the Incident Tracking procedure performed by a Group Coordinator Identify Service Level Management status icons Describe how to view breached incident requests Discuss Solution Approval as a part of Incident Management process Discuss approving or rejecting a solution 172

176 REMEDY BMC REMEDY INCIDENT MANAGEMENT 9.0: FOR INCIDENT ANALYSTS SPPT-IMIA-0900 BMC Remedy Incident Management 9.0 Web-Based Training (WBT) The BMC Remedy Incident Management 9.0: For Incident Analysts course gives students an elaborate insight into the Incident Analyst role in the Incident Management process. In addition to a brief explanation of the Incident Request Lifecycle, this course also provides a detailed walkthrough of the procedures that an Incident Analyst needs to perform. NOTE: Other suggested training for the Incident Analyst role is BMC Remedy Incident Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends that you take this training. 1 Hour Incident Analysts BMC Remedy Incident Management 9.0: Concepts (WBT) Discuss the responsibilities of the Incident Analyst role Discuss the role of an Incident Analyst in the Incident Request Lifecycle List the permissions of an Incident Analyst Explain the Incident Request Registration procedure performed by an Incident Analyst Explain the different methods to create an incident Explain First Call Resolution Discuss incidents searching methods Discuss accessing BMC Remedy Knowledge Management from an Incident form Explain the Incident Assignment procedure performed by an Incident Analyst Discuss assignment types Explain assigning and reassigning of incidents Discuss recording the time spent working on incidents Explain the Incident Request Closure procedure performed by an Incident Analyst Discuss the methods to close an incident request Explain how to reopen an incident request Discuss how to relate incident requests with other record types Discuss viewing, reviewing and updating incident requests 173

177 REMEDY BMC REMEDY INCIDENT MANAGEMENT 9.0: FOR SPECIALISTS SPPT-IMSP-0900 BMC Remedy Incident Management 9.0 Web-Based Training (WBT) 30 Minutes Specialists BMC Remedy Incident Management 9.0: Concepts (WBT) The BMC Remedy Incident Management 9.0: For Specialists course gives you an elaborate insight of the Specialist role in the Incident Management process. In addition to a brief explanation of the Incident Request Lifecycle, this course also provides students with a detailed walkthrough of its Incident Request Resolution procedure performed by the Specialist. Students also identify the responsibilities and permissions of a Specialist. NOTE: Other suggested training for the Specialist role is BMC Remedy Incident Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC strongly recommends that you take this training. Identify the responsibilities of Incident Specialists Discuss the role of Incident Specialists in the Incident Request Lifecycle List the permissions for Specialists Discuss the steps involved in resolving an incident request as a Specialist Explain how to review incident requests Discuss relating duplicate incident requests Discuss using the Incident Matching feature Discuss accessing BMC Remedy Knowledge Management for solutions Describe reassigning incident requests Explain how to record the time spent on resolving incident requests Discuss creating Knowledge Articles and Solution Database Entries 174

178 REMEDY BMC REMEDY INCIDENT MANAGEMENT 9.0: OVERVIEW SPPT-IMOV-0900 BMC Remedy Incident Management 9.0 Web-Based Training (WBT) 30 Minutes Incident Analysts Specialists Group Coordinators Service Owners On-Duty Managers The BMC Remedy Incident Management 9.0: Overview course provides students with the basic understanding of the Incident Management process. In addition to this, it gives students a glimpse of how Incident Management forms a part of the complete IT Service Management Suite. Also, it familiarizes students with the different consoles that are used in the Incident Management processes. Describe the components, terminology, and purpose of BMC Remedy IT Service Management Suite, BMC Remedy ITSM applications Discuss BMC Remedy Incident Management as part of BMC Remedy Service Desk Elaborate on the benefits of Incident Management Describe the Incident Request Lifecycle, roles, responsibilities, and permissions related to BMC Remedy Incident Management Give a walkthrough of the IT Home page and other consoles integrated with the Incident Management application None 175

179 REMEDY BMC REMEDY INCIDENT MANAGEMENT 9.0: SUPPLEMENTAL FEATURES SPPT-IMSF-0900 BMC Remedy Incident Management 9.0 Web-Based Training (WBT) 1 Hour Incident Analysts Specialists Group Coordinators None The BMC Remedy Incident Management 9.0: Supplemental Features course provides students with detailed information on the Smart Reporting tool, the BMC Remedy AR System Report Console of the Incident Management application. Students also learn about the additional features such as KPI and ROI flashboards, profile settings, application preferences, broadcasts, and reminders. In addition to this, the creation, closure, and processing of tasks and the related functionality will be explained in detail in this course. Discuss Smart Reporting and its functionality to access the content Describe the multiple ways to enhance social collaboration such as broadcasts, connections, and discussions through Smart Reporting Describe how to create predefined and custom reports in Smart Reporting Describe how to access the Report Console to create predefined and custom reports Explain KPI and ROI functionality Describe how to view and update personal profile Describe how to view and update personal profile and application settings Explain how to create Reminders and Broadcasts Describe the functions of Tasks Explain how to create ad hoc tasks and process, cancel, and close tasks Explain how to send from tasks 176

180 REMEDY BMC REMEDY IT SERVICE MANAGEMENT : ADMINISTERING PART 1 RSMG-ITA BMC Remedy ITSM Suite Web-Based Training (WBT) 4 Hours This online course provides BMC Remedy IT Service Management application administrators, developers, and consultants with an introduction to ITSM application administration, and introduces the architecture and common configuration elements of the BMC Remedy ITSM applications, including BMC Remedy Service Desk, BMC Remedy Change Management, and BMC Remedy Asset Management. The course provides BMC Remedy ITSM administrators with the concepts and skills needed to incorporate best practices when configuring and administering BMC Remedy ITSM applications. This course is a prerequisite to all other BMC Remedy ITSM application administration courses. Upon completion of the course, students will be able to: BMC Remedy ITSM Suite Application Administrators BMC Remedy Service Desk : Using BMC Remedy Asset Management : Using BMC Remedy Change Management : Using BMC Remedy AR System : Foundation Part 1 Explain the architecture of ITSM applications and list supported platforms Describe the relationship of the BMC Atrium CMDB to ITSM applications Access and use the ITSM Application Administration console Describe ITSM foundation data and concepts Create and configure companies, organizational structures, and sites Specify auto-assignment of requests to support groups Describe the purpose of permission groups and functional roles Identify permission groups and roles for ITSM application administrators Configure and administer people records Describe people templates Assign and manage ITSM permission groups Describe the BMC Atrium Product Catalog and its relationship to products that you can view, define, and use in ITSM applications View, create, and update product catalog entries View, create, and update operational catalog entries Describe the purpose of the generic catalog Define auto-assignment settings using operational and product catalog settings Describe the types of tasks, task groups, and task templates that can be defined Describe ITSM approval processes and the role of administrators in configuring approvals Describe the purpose and function of the Data Load Console and the Data Wizard Console 177

181 REMEDY BMC REMEDY IT SERVICE MANAGEMENT : ADMINISTERING PART 2 RSMG-ITA BMC Remedy IT Service Management BMC Remedy Service Desk BMC Remedy Change Management BMC Remedy Asset Management Instructor-Led Training (ILO/ILT) 5 Days Administrators Developers BMC Remedy AR System : Foundation Part 1 (ODL) BMC Remedy Service Desk : Using BMC Remedy Change Management : Using BMC Remedy Asset Management : Using BMC Remedy IT Service Management : Administering Part 1 (WBT) This course provides BMC Remedy IT Service Management application administrators with the concepts and hands-on experience to incorporate best practices when administering the BMC Remedy IT Service Management applications, specifically BMC Remedy Service Desk (Incident Management and Problem Management), BMC Remedy Change Management (including the Release Management module), BMC Remedy Asset Management, and related subsystems and modules. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer BMC Remedy IT Service Management applications to support the corresponding business processes. NOTE: Included in this course is the examination for BMC Certified Administrator: BMC Remedy IT Service Management certification. Taking the exam and pursuing certification is optional, however all students enrolled in the BMC Remedy IT Service Management : Administering Part 2 course automatically are enrolled in the exam. Following the completion of the BMC Remedy IT Service Management : Administering Part 2 course, students have three weeks to take the BMC Certified Administrator certification examination online. Students can take the exam twice within this period. Those who pass will receive the title of BMC Certified Administrator: BMC Remedy IT Service Management Those who do not take the exam within this timeframe, or do not pass after two attempts within this timeframe, will not be granted a retake. For more information, visit the BMC Certified Administrator: BMC Remedy IT Service Management Certification Program page. Identify BMC Remedy ITSM architecture components Describe installation prerequisites and process Perform post-installation tasks Create and configure foundation data Create categorizations for usage by ITSM applications Use and administer common subsystems and modules used by the ITSM application Administer BMC Remedy Service Desk Administer BMC Remedy Change Management (and Release Management) Administer BMC Remedy Asset Management Identify relevant BMC Remedy AR System form names and permissions Identify some common issues and troubleshooting techniques 178

182 REMEDY BMC REMEDY IT SERVICE MANAGEMENT : WHAT S NEW FOR USERS RSMG-ITWN-0764 BMC Remedy IT Service Management BMC Remedy Service Desk BMC Remedy Change Management BMC Remedy Asset Management Web-Based Training (WBT) 2 Hours Users Managers Participants should have completed one or more of the following courses, or have equivalent experience: BMC Remedy Service Desk 7.6: Using BMC Remedy Change Management 7.6: Using BMC Remedy Asset Management 7.6: Using AND if upgrading from 7.5.x: BMC Remedy IT Service Management 7.6: What s New This online course uses a set of short tutorials to provide BMC Remedy IT Service Management (ITSM) users and managers with an overview of the new features and functionality of BMC Remedy ITSM Students are exposed to the new features and functionality for using the IT Home page, BMC Remedy Service Desk, BMC Remedy Change Management, and BMC Remedy Asset Management. The course is designed for support staff members and other users of the BMC Remedy ITSM applications, who have made the journey through any of the BMC Remedy ITSM learning paths and who want to learn how the differences will impact the way they perform key functions in using ITSM. List the major changes at (overview) Describe and use the new IT Home page features, applicable to all ITSM applications Describe and use the new navigation and search features, applicable to all ITSM applications Describe and use the new AR System Report Console, applicable to all ITSM applications Describe enhancements to BMC Remedy Service Desk (including both BMC Remedy Incident Management and BMC Remedy Problem Management) for users, including enhancements to the user interface, filtering requests, relationship creation, and work log entry creation Describe enhancements to BMC Remedy Change Management for users, including enhancements to the user interface, process flow, risk analysis, tasks, and approver listings Describe and use enhancements to BMC Remedy Asset Management for users, including enhancements to the user interface, a new schedule, and the new features and functionality of the software license management components 179

183 REMEDY BMC REMEDY IT SERVICE MANAGEMENT 8.0: ADMINISTERING PART 1 SPPT-ITA BMC Remedy ITSM Suite 8.0 Web-Based Training (WBT) This online course provides BMC Remedy IT Service Management 8.0 application administrators, developers, and consultants with an introduction to ITSM application administration, and introduces the architecture and common configuration elements of the BMC Remedy ITSM applications, including BMC Service Desk, BMC Change Management, and BMC Asset Management. The course provides BMC Remedy ITSM administrators with the concepts and skills needed to incorporate best practices when configuring and administering BMC Remedy ITSM applications. This course is a prerequisite to all other BMC Remedy ITSM 8.0 application administration courses. 4 Hours Administrators BMC Remedy Service Desk 8.0: Using BMC Remedy Asset Management 8.0: Using BMC Remedy Change Management 8.0: Using BMC Remedy AR System 8.0: Foundation Part Explain the architecture of BMC Remedy ITSM applications and list supported platforms Describe the relationship of the BMC Atrium CMDB to ITSM applications Access and use Application Administration Console Identify BMC Remedy ITSM mobility integration and BMC Remedy ITSM Process Designer Describe online documentation and community improvements Identify the purpose of hub and spoke technology and configuration considerations Describe ITSM foundation data and concepts Create and configure companies, organizational structures, and sites Specify auto-assignment of requests to support groups Describe the purpose of permission groups and functional roles Identify permission groups and roles for ITSM application administrators Configure and administer People records Describe Person templates Assign and manage ITSM permission groups Describe the BMC Atrium Product Catalog and its relationship to viewing, defining, and using products in ITSM applications View, create, and update product catalog entries View, create, and update operational catalog entries Describe the purpose of the generic catalog Define auto-assignment settings using operational and product catalog settings Describe the types of tasks, task groups, and task templates that can be defined View additional Course Objectives for this training at

184 REMEDY BMC REMEDY IT SERVICE MANAGEMENT 8.0: ADMINISTERING PART 2 SPPT-ITA BMC Remedy IT Service Management Suite 8.0 Instructor-Led Training (ILO/ILT) 5 Days ITSM Application Administrators ITSM Developers BMC Remedy AR System 8.0: Foundation Part 1 (ODL) BMC Remedy Asset Management 8.0: Using (WBT) BMC Remedy Change Management 8.0: Using (WBT) BMC Remedy IT Service Management 8.0: Administering Part 1 (WBT) BMC Remedy Service Desk 8.0: Using (WBT) This course provides BMC Remedy IT Service Management 8.0 application administrators with the concepts and hands-on experience to incorporate best practices when administering the BMC Remedy IT Service Management 8.0 applications, specifically BMC Remedy Service Desk (Incident Management and Problem Management), BMC Remedy Change Management (including the Release Management module), BMC Remedy Asset Management, and related subsystems and modules. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer BMC Remedy IT Service Management 8.0 applications to support the corresponding business processes. NOTE: Included in this course is the examination for BMC Accredited Administrator: BMC Remedy IT Service Management 8.0 accreditation. Taking the exam and pursuing accreditation is optional, however all students enrolled in the BMC Remedy IT Service Management 8.0: Administering Part 2 course automatically are enrolled in the exam. Following the completion of the BMC Remedy IT Service Management 8.0: Administering Part 2 course, students have three weeks to take the BMC Accredited Administrator accreditation examination online. Students can take the exam twice within this period. Those who pass will receive the title of BMC Accredited Administrator: BMC Remedy IT Service Management 8.0. Those who do not take the exam within this timeframe, or do not pass after two attempts within this timeframe, will not be granted a retake. For more information, visit the BMC Accredited Administrator: BMC Remedy IT Service Management 8.0 Accreditations and Certifications page at Describe ITSM application usage processes and roles Review online documentation portal Identify ITSM architecture components Create and configure companies, locations, and organizations Create and configure support groups and people records Define assignments Use the Data Management Job Console Administer the Assignment Engine, Approval Server, and Task Management System Identify social media integrations Explain significance and purpose of BMC Remedy ITSM Process Designer

185 REMEDY BMC REMEDY IT SERVICE MANAGEMENT 8.0: WHAT S NEW FOR ADMINISTRATORS SPPT-ITWA-0800 BMC Remedy IT Service Management 8.0 Web-Based Training (WBT) 1 Hour ITSM Application Administrators BMC Remedy IT Service Management : Administering - Part 2 The BMC Remedy IT Service Management 8.0: What s New for Administrators online course is designed for ITSM application administrators with previous BMC Remedy IT Service Management education and experience. This self-paced course introduces participants to the new features in ITSM 8.0, using examples and quizzes to ensure experienced users gain the knowledge necessary for 8.0 proficiency. All participants are encouraged to take the optional examination included with this course. Those who hold the title of BMC Certified Administrator: BMC Remedy IT Service Management can upgrade to 8.0 accreditation, upon passing the BMC Remedy IT Service Management 8.0: What s New for Administrators examination. Those who do not hold a BMC Certified Administrator: BMC Remedy IT Service Management title are not awarded the 8.0 title for passing the examination included with this course. Navigate new online product documentation Identify the purpose of Hub and Spoke technology Configure and subscribe to RSS and Twitter feeds Use the chat feature and identify installation considerations Identify key user interface changes Reserve software licenses and hardware Identify license enhancements Identify approval phase changes 182

186 REMEDY BMC REMEDY IT SERVICE MANAGEMENT 8.0: WHAT S NEW FOR USERS SPPT-ITWN-0800 BMC Remedy IT Service Management 8.0 Web-Based Training (WBT) 1 Hour ITSM Users ITSM Managers BMC Remedy Service Desk : Using (WBT) Or BMC Remedy Change Management : Using (WBT) Or BMC Remedy Asset Management : Using (WBT) Or BMC Remedy IT Service Management : What s New for Users (WBT) The BMC Remedy IT Service Management 8.0: What s New for Users online course is designed for ITSM users and managers with previous BMC Remedy IT Service Management education and experience. This self-paced course introduces participants to the new features in ITSM 8.0 that are relevant to a user. The course includes 8.0 examples and quizzes to ensure experienced users gain the knowledge necessary for 8.0 proficiency. Navigate new online product documentation Subscribe to RSS and Twitter feeds Use built-in chat Search from the Applications list Identify changes to popular BMC Remedy ITSM forms Access service information Reserve software licenses and hardware Use the License Job qualification builder 183

187 REMEDY BMC REMEDY IT SERVICE MANAGEMENT 8.1: WHAT S NEW FOR USERS SPPT-ITWN-0810 BMC Remedy IT Service Management 8.1 Web-Based Training (WBT) 1 Hour ITSM Users ITSM Managers The BMC Remedy IT Service Management 8.1: What s New for Users online course is designed for ITSM users and managers with previous BMC Remedy IT Service Management 8.0 education and experience. This self-paced course introduces participants to the new features in ITSM 8.1 that are relevant to a user. The course includes 8.1 examples and quizzes to ensure experienced 8.0 users gain the knowledge necessary for 8.1 proficiency. Describe various console-based enhancements such as add column, sort, and refresh Describe various form-based enhancements such as knowledge search UI Identify the consistency and cleanup features for menu, flyout, and scrollbar Approve the requests via Identify changes and enhancements in the Next-Generation Calendar BMC Remedy Service Desk 8.0: Using (WBT) Or BMC Remedy Change Management 8.0: Using (WBT) Or BMC Remedy Asset Management 8.0: Using (WBT) Or BMC Remedy IT Service Management 8.0: What s New for Users (WBT) 184

188 REMEDY BMC REMEDY IT SERVICE MANAGEMENT 8.1: WHAT S NEW FOR ADMINISTRATORS SPPT-ITWA-0810 BMC Remedy IT Service Management 8.1 Web-Based Training (WBT) 1 Hour ITSM Application Administrators BMC Remedy IT Service Management 8.0: Administering Part 2 The BMC Remedy IT Service Management 8.1: What s New for Administrators online course is designed for ITSM application administrators with previous BMC Remedy IT Service Management 8.0 education and experience. This self-paced course introduces participants to the new features in ITSM 8.1, using examples and quizzes to ensure that the experienced 8.0 users gain the knowledge necessary for 8.1 proficiency. In addition, some new features in BMC Atrium Core 8.1 and BMC Remedy AR System 8.1 are also covered in this course. Describe the simplified installation procedure for BMC Remedy ITSM Suite 8.1 Define and describe IPv6 Identify the need for a move from IPv4 to IPv6 Describe the extended scope of data loading in ITSM to include services and service relationships Identify the updates to the multitenancy model List the new ITSM calendar (Next-Generation calendar) configuration steps Describe the -based approval for the ITSM applications Learn how to configure the AR System HTML template Identify the Standard Rules Editor and Precedence Set Editor user interfaces enhancements Describe the new simplified user interface for Atrium Single Sign-On 8.1 Identify the updates around Atrium Integrator and Atrium Integration Engine Identify enhancements to overlays Granular Overlays Identify updates to BMC Remedy Migrator and RTF 185

189 REMEDY BMC REMEDY IT SERVICE MANAGEMENT 9.0: ADMINISTERING SPPT-ITAD-0900 BMC Remedy IT Service Management 9.0 Instructor-Led Training (ILT/ILO) 5 Days ITSM Application Administrators BMC Remedy IT Service Management 9.0: Administrator Concepts (WBT) BMC Remedy AR System 9.0: Concepts (WBT) This course provides BMC Remedy IT Service Management 9.0 application administrators with the concepts and hands-on experience to incorporate best practices when administering the BMC Remedy IT Service Management 9.0 applications, specifically BMC Remedy Service Desk (Incident Management and Problem Management), BMC Remedy Change Management (including the Release Management module), BMC Remedy Asset Management, BMC Remedy ITSM Process Designer, and related subsystems and modules. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer BMC Remedy IT Service Management 9.0 applications to support the corresponding business processes. IMPORTANT: Included in this course is the examination for BMC Accredited Administrator: BMC Remedy IT Service Management 9.0 accreditation. Taking the exam and pursuing accreditation is optional, however all students enrolled in the BMC Remedy IT Service Management 9.0: Administering course are automatically enrolled in the exam. Following the completion of the BMC Remedy IT Service Management 9.0: Administering course, you will have three weeks to take the BMC Accredited Administrator accreditation examination online. You can take the exam twice within this period. Those who pass the exam will receive the title of BMC Accredited Administrator: BMC Remedy IT Service Management 9.0. Those who do not take the exam within this time frame, or do not pass after two attempts within this time frame, will not be granted a retake. For more information, visit the BMC Accredited Administrator: BMC Remedy IT Service Management 9.0 Accreditations and Certifications page at Note for BMC RoD Students: If you are using a Remedy OnDemand (RoD) environment, BMC recommends completing the BMC Remedy OnDemand 8.1: Getting Started as a SaaS Customer course prior to attending this training. Describe ITSM application usage processes and roles Identify ITSM architecture components Create and configure companies, organizations, and locations Create and configure support groups and people records Define and configure categorizations, assignments, notifications, templates, and prioritizations Define and configure TMS, and Atrium Service Context Use the Data Management Job Console and Onboarding Wizard Configure the Requester Console, Service Desk, Change and Release Management, and Asset Management Define and configure processes for BMC Remedy ITSM Process Designer Identify and configure ITSM Archiving policies Understand how to perform ITSM Troubleshooting

190 REMEDY BMC REMEDY IT SERVICE MANAGEMENT 9.0: ADMINISTRATOR CONCEPTS SPPT-ITAC-0900 BMC Remedy IT Service Management 9.0 Web-Based Training (WBT) This online course provides BMC Remedy IT Service Management 9.0 application administrators and consultants with an introduction to ITSM application administration, and introduces the architecture and common configuration elements of the BMC Remedy ITSM applications, including BMC Remedy Service Desk, BMC Remedy Change Management, BMC Remedy Asset Management, and BMC Remedy IT Service Management Process Designer. The course provides BMC Remedy ITSM administrators with the concepts and skills needed to incorporate best practices when configuring and administering BMC Remedy ITSM applications. This course is a prerequisite to all other BMC Remedy ITSM 9.0 application administration courses. 6 Hours ITSM Application Administrators Required Trainings mentioned on the Learning Path Explain the architecture of BMC Remedy ITSM application and list supported platforms Describe ITSM foundation data and concepts Describe Job Console, Onboarding Utility Wizard, and Data Wizard Create and configure companies, organizational structures, and sites Specify auto-assignment of requests to support groups Describe the purpose of permission groups and functional roles for ITSM application administrators; and assign and manage ITSM permission groups Configure and administer People records Describe the BMC Atrium Product Catalog and its relationship to products that you can view, define, and use in the ITSM applications View, create, and update product catalog entries, operational catalog entries, and generic catalog entries Define auto-assignment settings using operational and product catalog settings Describe the types of tasks, task groups, and task templates that can be defined Describe ITSM approval processes and the role of administrators in configuring approvals, including the Approval Server enhancement Identify steps to configure Abydos Remedy Integration Daemon (ARID) plug-in Process Designer Configure tasks, requests, notifications, and templates for Process Designer Identify steps to configure predefined and custom reports for Smart Reporting Describe how to use the AR System Archive Manage Console to enable/disable and manage the archive policies and export archived records 187

191 REMEDY BMC REMEDY IT SERVICE MANAGEMENT 9.0: WHAT S NEW SPPT-ITWN-0900 BMC Remedy IT Service Management 9.0 Web-Based Training (WBT) 3 Hours Application Administrators Application Developers BMC Remedy IT Service Management 8.0: Administering - Part 2 (ILO/ILT/ ODL) BMC Remedy IT Service Management 8.1: What s New for Administrator (WBT) The BMC Remedy IT Service Management 9.0: What s New online course is designed for the ITSM application users with previous BMC Remedy IT Service Management 8.0/8.1 education and experience. This self-paced course introduces participants to the new features in ITSM 9.0, using examples and simulations to ensure experienced 8.0/8.1 users gain the knowledge necessary for 9.0 proficiency. In addition, the new features in Atrium Core 9.0 and BMC Remedy AR System 9.0 are also introduced in this course. Describe the archiving feature for ITSM 9.0 Describe how to enable/disable and manage the archive policies from the AR System Archive Manage Console Define archiving for custom ITSM forms Identify the archiving export process Identify the Onboarding Wizard data update feature Describe the LDAP feature for data import Import data using LDAP Describe how to use the BMC Remedy Deployment Application to build and export packages consisting of code and data Import and deploy packages Describe the simplified installation procedure for Process Designer 9.0 Describe how to add tasks in Process Designer process instance at runtime Describe the Yellowfin reporting tool that includes rich data visualizations with interactive charting Identify the context social and collaboration features Describe how to reconcile customizations by comparing new, old, and overlaid code 188

192 REMEDY BMC REMEDY IT SERVICE MANAGEMENT PROCESS DESIGNER 9.0: CONCEPTS SPPT-PDCO-0900 BMC Remedy IT Service Management 9.0 Web-Based Training (WBT) 1 Hour Application Administrators None This course covers the basic concepts of BMC Remedy IT Service Management (ITSM) Process Designer. It provides an overview of Process Designer and explains its features, benefits, and components. It covers steps to create and manage process templates and explains the important concepts involved in BMC Remedy IT Service Management (ITSM) and BMC Remedy Service Request Management (SRM) integration with Process Designer. List the features, benefits, and components of BMC Remedy ITSM Process Designer Explain process inheritance List the roles and permissions related to BMC Remedy ITSM Process Designer Introduce the Process Designer tool List the various types of task actions Describe how to create and manage process templates Explain how to add tasks to the process diagram Explain how to add actions and fields to tasks Describe how to add dependencies in the Process Designer Explain how to change the status of a process template and update a live process template Explain how to modify process template properties and delete process templates Discuss the Process Mapping form Discuss Process Tracker and Process Wizard Explain how to add ad hoc entities to a process Explain integration of BMC Remedy ITSM Process Designer with BMC Remedy IT Service Management Explain integration of BMC Remedy ITSM Process Designer with BMC Remedy Service Request Management (SRM) 189

193 REMEDY BMC REMEDY ITSM: PROCESS DESIGNER SPPT-RIPD-0800 BMC Remedy ITSM Suite 8.0 Web-Based Training (WBT) 5 Hours Administrators None This online course provides BMC Remedy IT Service Management administrators with the concepts and skills needed to incorporate best practices when installing and configuring Process Designer. This course gives participants an overview of the Process Designer architecture and installation process, and reviews how to create, edit, and deploy Process Designer processes. Additionally, participants will learn basic guidelines for implementing processes in SRM and ITSM. Explain Process Designer architecture Install Process Designer for use in out-of-the-box ITSM applications Create, edit, view, and deploy processes Implement processes in SRM Attach processes to SRD Describe how Process Designer integrates into incident, problem, change, and work order fulfillment requests 190

194 REMEDY BMC REMEDY KNOWLEDGE MANAGEMENT : ADMINISTERING RSMG-RKMA-0764 BMC Remedy Knowledge Management Instructor-Led Training (ILO/ILT) 1.5 Days System Administrators Knowledge Administrators BMC Remedy AR System Administrators BMC Remedy Knowledge Management : Using (WBT) BMC Remedy AR System : Foundation Part 1 (ODL) Knowledge management is fundamental to a successful organization. The objective of knowledge management is to increase the ability to resolve issues quickly, accurately, and consistently. In this course, students will learn to perform vital configurations and tasks as administrators of the BMC Remedy Knowledge Management application. BMC Remedy Knowledge Management provides advanced knowledge management for extending the effectiveness and value of BMC Remedy IT Service Management applications, primarily in BMC Remedy Incident Management and BMC Remedy Problem Management applications. NOTE: The following topics are not covered in this course: Importing data from an outside source Converting knowledge from a previous tool For successful adoption and execution of these processes within your environment, please contact BMC Global Services via your Account Manager, or contact BMC Support. Identify BMC Remedy Knowledge Management features and benefits Describe BMC Remedy Knowledge Management architecture Identify the status transitions, user roles, and accessibility permissions Work with the Application Administrator Console Use the Article Conversion tool and Report Console Manage visibility groups and knowledge sources Configure approvals, general settings, status transitions, and notifications 191

195 REMEDY BMC REMEDY KNOWLEDGE MANAGEMENT : USING SPPT-RKMU-0764 BMC Remedy Knowledge Management Web-Based Training (WBT) 2 Hours BMC Remedy Knowledge Management Users BMC Remedy Knowledge Management Analysts Administrators Optional: User knowledge of Microsoft Windows graphical user interface (GUI) Knowledge management is fundamental to a successful organization. Proper knowledge management increases the ability to resolve issues quickly, accurately, and consistently. In this online course, students will learn vital knowledge management concepts, knowledge management best practices, and how to successfully implement these best practices using the BMC Remedy Knowledge Management application within their organizations. BMC Remedy Knowledge Management provides advanced knowledge management for extending the effectiveness and value of BMC Remedy IT Service Management applications, primarily in BMC Remedy Incident Management and BMC Remedy Problem Management applications. Upon completion of the course, participants will be able to: Identify the reasons and benefits for quality knowledge management Identify knowledge management best practices Identify BMC Remedy Knowledge Management features and benefits Describe BMC Remedy Knowledge Management Architecture Describe BMC Remedy Knowledge Management Article lifecycle and workflow Explain how to access the Knowledge Management Console Describe the Knowledge Management Console functional area Explain how to apply custom settings in the Knowledge Management Console Explain how to create new knowledge articles Explain how to search knowledge articles Describe how to use the knowledge article functional areas for effective knowledge management 192

196 REMEDY BMC REMEDY KNOWLEDGE MANAGEMENT 8.0: USING SPPT-RKMU-0800 BMC Remedy Knowledge Management 8.0 Web-Based Training (WBT) The BMC Remedy Knowledge Management 8.0 solution provides advanced knowledge management for extending the effectiveness and value of BMC Remedy IT Service Management applications, primarily BMC Remedy Incident Management and BMC Remedy Problem Management. The BMC Remedy Knowledge Management 8.0: Using course is fundamental for proper knowledge management. In this course, participants will learn vital knowledge management concepts and knowledge management best practices that will enable them to resolve issues quickly, accurately, and consistently. Participants will also learn how to successfully implement these best practices using the BMC Remedy Knowledge Management 8.0 application. 2 Hours Administrators Analysts Users User knowledge of Microsoft Windows graphical user interface (GUI) Identify benefits of effective knowledge management Identify knowledge management best practices Identify BMC Remedy Knowledge Management features and benefits Describe BMC Remedy Knowledge Management architecture Discuss the integration of BMC Remedy Knowledge Management with the BMC Remedy AR System server Describe the BMC Remedy Knowledge Management article lifecycle and workflow Identify various types of knowledge articles Identify various user types and roles related to BMC Remedy Knowledge Management Explain how to access the Knowledge Management Console Describe various functional areas of the Knowledge Management Console Describe how to create and view broadcasts Explain how to apply custom settings in the Knowledge Management Console Explain how to create and edit knowledge articles Explain how to search for knowledge articles Describe how to use the knowledge article functional areas for effective knowledge management Describe how to generate predefined and custom reports 193

197 REMEDY BMC REMEDY KNOWLEDGE MANAGEMENT 8.X: ADMINISTERING SPPT-RKMA-8101 BMC Remedy Knowledge Management 8.1 Instructor-Led Training (ILO/ILT) 2 Days Remedy Administrators Knowledge Administrators Knowledge Article Authors BMC Remedy Knowledge Management 8.x: Using (WBT) This course combines classroom instruction with laboratory exercises to guide students through the administration of BMC Remedy Knowledge Management. Students gain a complete understanding of configuration options, foundation data, the application permission model, and troubleshooting techniques. This course gives students the ability to walk through a pre-configured application to experience BMC Remedy Knowledge Management from the user perspective. This hands-on opportunity includes experiencing the lifecycle of an article, creating users, creating foundation data, creating visibility groups, converting knowledge sources from other tools, and troubleshooting common user issues. Describe new features of BMC Remedy Knowledge Management Understand how to use the Knowledge Management Console: Search and view articles Assign visibility groups Create and modify knowledge sources Utilize the Article Conversion tool Run reports Understand full text search logic Convert data from outside sources and other versions of BMC Remedy Knowledge Management Implement an approval process Manage user notifications Configure status transitions Troubleshoot common user issues 194

198 REMEDY BMC REMEDY KNOWLEDGE MANAGEMENT 8.X: USING SPPT-RKMU-8101 BMC Remedy Knowledge Management Web-Based Training (WBT) 2 Hours Administrators Analysts Users User knowledge of Microsoft Windows graphical user interface (GUI) BMC Remedy Knowledge Management 8.x provides advanced knowledge management for extending the effectiveness and value of BMC Remedy IT Service Management applications, primarily BMC Remedy Incident Management and BMC Remedy Problem Management. The BMC Remedy Knowledge Management 8.x: Using course is fundamental for proper knowledge management. In this course, participants learn vital knowledge management concepts and knowledge management best practices that enable them to resolve issues quickly, accurately, and consistently. Participants also learn how to successfully implement these best practices using BMC Remedy Knowledge Management 8.x. Identify benefits of effective knowledge management Identify BMC Remedy Knowledge Management features and benefits Describe BMC Remedy Knowledge Management architecture Explain knowledge consumerization Describe how to search for knowledge articles Explain how BMC Remedy Knowledge Management enables self-help users to work with knowledge search results Describe the BMC Remedy Knowledge Management article lifecycle and workflow Identify various types of knowledge articles Identify various user types and roles related to BMC Remedy Knowledge Management Explain how to access the Knowledge Management Console, and describe its functional areas Describe how to create and view broadcasts Explain how to apply custom settings in the Knowledge Management Console Explain how to create and edit knowledge articles Explain how to search for knowledge articles Describe how to use the knowledge article functional areas for effective knowledge management Describe how to generate predefined and custom reports 195

199 REMEDY BMC REMEDY ONDEMAND 8.1: SAAS SIMULATIONS SPPT-ROD-SAAS-0801 BMC Remedy IT Service Management 8.1 Web-Based Training (WBT) 2 Hours Support Staff Support Managers Change and Release Users Change and Release Managers PLAN OVERVIEW The BMC Remedy OnDemand 8.1: SaaS Simulations curriculum provides 24-hour access to just-in-time training to task demonstrations, interactive product simulations, job aids, and the ability to test your skills for BMC Remedy OnDemand applications. The plan is designed to allow students to focus their training investment on just the training they need. In this curriculum, students have access to multiple topic-specific training simulations. Each simulation is five to fifteen minutes in length and designed to quickly guide students through using a product feature or functionality. PLAN OBJECTIVES Explain best practices for BMC Remedy OnDemand applications Provide detailed steps in a simulated environment for most frequently used tasks in BMC Remedy OnDemand applications Provide skills assessments to test knowledge in specific applications Provide What s New videos for application patches and version upgrades None 196

200 REMEDY BMC REMEDY PROBLEM MANAGEMENT 9.0: CONCEPTS SPPT-PMCO-0900 BMC Remedy Problem Management 9.0 Web-Based Training (WBT) 1 Hour Problem Specialists Problem Coordinators None The BMC Remedy Problem Management 9.0: Concepts course provides you with a detailed understanding of the Problem Management process and its sub processes. Students learn about the procedures, terminology, roles, and responsibilities involved, and the chief functionality of the Problem Management process. Discuss BMC Remedy Problem Management as part of BMC Remedy Service Desk Describe the Problem Investigation Lifecycle Identify the roles, responsibilities, permissions, and terminology of Problem Management Explain how to access the IT Home page Identify IT Home features and functionality Explain how to access the Overview Console and identify its features Identify the functional areas of the Problem Console Identify the features and functionality available on Problem Investigation, Solution, and Known Error forms Identify different statuses corresponding to different stages of a problem investigation Identify the tabs on the different problem forms Discuss the different search methods available in Problem Management 197

201 REMEDY BMC REMEDY PROBLEM MANAGEMENT 9.0: FOR PROBLEM COORDINATORS SPPT-PMPC-0900 BMC Remedy Problem Management 9.0 Web-Based Training (WBT) 30 Minutes Problem Coordinators BMC Remedy Problem Management 9.0: Concepts (WBT) The BMC Remedy Problem Management 9.0: For Problem Coordinators course gives you an elaborate insight of the Problem Coordinator role in the Problem Management process. In addition to a brief explanation of the Problem Investigation Lifecycle, this course gives students a detailed walkthrough of the procedures that a Problem Coordinator performs. NOTE: Other suggested training for the Problem Coordinator role is BMC Remedy Problem Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC recommends this training. Discuss the responsibilities of the Problem Coordinator role Discuss the role of a Problem Coordinator in the Problem Investigation Lifecycle List the permissions of a Problem Coordinator Discuss a problem investigation scenario Discuss the role of Problem Coordinators in the Incident Request Review procedure of the Problem Investigation Lifecycle Describe the procedure to create a problem investigation from an incident request Identify the functional areas of a Problem Investigation form Explain how to relate problem investigations with other records Describe how to assign problem investigations to Specialists Discuss the role of Problem Coordinators in the Analysis Review procedure of the Problem Investigation Lifecycle Explain how to create a known error record from a problem investigation Describe the procedure to record a known error in a knowledge article Discuss the role of Problem Coordinators in the Problem Closure procedure of the Problem Investigation Lifecycle Describe how to close a known error record Describe how to close a problem investigation record Explain how to indicate that a problem investigation is an impasse 198

202 REMEDY BMC REMEDY PROBLEM MANAGEMENT 9.0: FOR SPECIALISTS SPPT-PMSP-0900 BMC Remedy Problem Management 9.0 Web-Based Training (WBT) 30 Minutes Specialists BMC Remedy Problem Management 9.0: Concepts (WBT) The BMC Remedy Problem Management 9.0: For Specialists course gives you an elaborate insight of the Specialist role in the Problem Management process. In addition to a brief explanation of the Problem Investigation Lifecycle, this course also gives students a detailed walkthrough of its Root Cause Analysis procedure performed by the Specialist. Students also identify the responsibilities and permissions of a Specialist. NOTE: Other suggested training for the Specialist role is BMC Remedy Problem Management 9.0: Supplemental Features (WBT). Although this suggested course is not mandatory, BMC recommends this training. Identify the responsibilities of Specialists Discuss the role of Specialists in the Problem Investigation Lifecycle List the permissions for Specialists Discuss Root Cause Analysis as a part of the Problem Investigation Lifecycle Discuss the steps involved in performing the Root Cause Analysis procedure Describe how to create knowledge articles from a Problem Investigation form Describe solution database entries from a Problem Investigation form 199

203 REMEDY BMC REMEDY PROBLEM MANAGEMENT 9.0: OVERVIEW SPPT-PMOV-0900 BMC Remedy Problem Management 9.0 Web-Based Training (WBT) 30 Minutes Problem Coordinators Specialists The BMC Remedy Problem Management 9.0: Overview course provides you with the basic understanding of the Problem Management process. In addition to this, it gives students a glimpse of how Problem Management forms a part of the complete IT Service Management Suite. In addition, it familiarizes students with the different consoles that are used in the Problem Management processes. Describe the components, terminology, and purpose of BMC Remedy IT Service Management Suite, BMC Remedy ITSM applications Discuss BMC Remedy Problem Management as part of BMC Remedy Service Desk Elaborate on the benefits of Problem Management Describe the Problem Investigation Lifecycle, roles, responsibilities, and permissions related to BMC Remedy Problem Management Give a walkthrough of the IT Home page and other ITSM consoles None 200

204 REMEDY BMC REMEDY PROBLEM MANAGEMENT 9.0: SUPPLEMENTAL FEATURES SPPT-PMSF-0900 BMC Remedy Problem Management 9.0 Web-Based Training (WBT) 1 Hour Specialists Problem Coordinators None The BMC Remedy Problem Management 9.0: Supplemental Features course provides students with detailed information on the Smart Reporting tool and the BMC Remedy AR System Report Console of the Problem Management application. You will also learn about the additional features such as KPI flashboards, profile settings, application preferences, broadcast and reminders. In addition to this, creation, closure, processing of tasks and the related functionality are explained in detail in this course. Discuss Smart Reporting and its functionality to access the content Identify various functional areas of BMC Remedy Smart Reporting Console Discuss different areas of the Smart Reporting dashboard Describe the multiple ways to enhance social collaboration such as broadcasts, connections, and discussions through Smart Reporting Describe how to create predefined and custom reports in Smart Reporting Describe how to access the Report Console Explain how to create predefined and custom reports using the Report Console Explain how to view KPI flashboards Describe how to view and update personal profile Explain how to set notification preferences Describe how to view and update application preferences Explain how to create reminders Explain how to create broadcast messages Describe the functions of Tasks Explain how to add ad hoc tasks to a problem record Explain how to send from tasks 201

205 REMEDY BMC REMEDY SERVICE DESK : USING RSMG-SDIP-0764 BMC Remedy IT Service Management BMC Remedy Service Desk Web-Based Training (WBT) 5 Hours Users Managers User knowledge of the Microsoft Windows graphical user interface (GUI) This online course provides service desk support staff (service desk analysts, problem coordinators, and specialists) and support staff managers (group coordinators) with the information needed to use BMC Remedy Service Desk (BMC Remedy Incident Management and BMC Remedy Problem Management) to create and process incident requests, problem investigations, known errors records, and solution database entries. Identify user roles associated with BMC Remedy Service Desk Describe the BMC Best Practice Flows for Incident Management and Problem Management Access, navigate, and customize the IT Home page Access and navigate the BMC Remedy Service Desk applications and related consoles Describe and create incident requests Assign incident requests Review, process, and close incident requests Describe and create problem investigations Assign problem investigations Review, process, and close problem investigations Create, assign, and process known errors Create and assign solution database entries Search for incident requests, problem investigations, known errors, solutions, and other related data Create reports and flashboards (KPIs) using business metrics Modify user profiles Create and view broadcasts and reminders 202

206 REMEDY BMC REMEDY SERVICE DESK 8.0: USING SPPT-SDIP-0800 BMC Remedy Service Desk 8.0 Web-Based Training (WBT) 5 Hours Service Desk Analysts Problem Coordinators Group Coordinators Specialists User knowledge of the Microsoft Windows graphical user interface (GUI) The BMC Remedy Service Desk 8.0: Using online course provides service desk support staff (service desk analysts, problem coordinators, and specialists) and support staff managers (group coordinators) with the information needed to use BMC Remedy Incident Management and BMC Remedy Problem Management applications to create and process incident requests, problem investigations, known errors records, and solution database entries. This highly interactive course includes 8.0 examples, application demos, simulations, and quizzes to ensure users gain the knowledge necessary for 8.0 proficiency. Identify the components and terminology of BMC Remedy Service Desk Identify the goals of both Incident Management and Problem Management Identify user roles associated with BMC Remedy Service Desk Describe the BMC Best Practice Flows for Incident Management and Problem Management Recognize process states, stages, and status values for incident requests and problem investigations Access, navigate, and customize the IT Home page Access and navigate the BMC Remedy Service Desk applications and related consoles Subscribe to RSS and Twitter feeds Use built-in chat feature Identify changes to BMC Remedy ITSM forms Access service information Describe and create incident requests Assign incident requests Review, process, and close incident requests Describe and create problem investigations Assign problem investigations Review, process, and close problem investigations Create, assign, and process known errors Create and assign solution database entries Search from the Applications list Search for incident requests, problem investigations, known errors, solutions, and other related data Create reports and flashboards (KPIs) using business metrics Modify user profiles Create and view broadcasts and reminders 203

207 REMEDY BMC REMEDY SMART REPORTING 9.0: ADMINISTERING SPPT-SRAD-0900 BMC Remedy Smart Reporting 9.0 Instructor-Led Training (ILT) 2 Days BMC Remedy Smart Reporting Administrators None This two-day course focuses on the responsibilities of BMC Remedy Smart Reporting Administrators. The course introduces the learners to the key features and functionality of BMC Remedy Smart Reporting application. Also, the learners will gain a hands-on experience of the various administrative tasks related to the application. This course is applicable primarily to the Administrators who are responsible for deploying, installing, onboarding, and configuring BMC Remedy Smart Reporting. The learners will be guided on how to manage content, update views and data source connection passwords, optimize product performance, troubleshoot, and other such administering tasks. Introduce BMC Remedy 9.0 Smart Reporting List the benefits of BMC Remedy Smart Reporting List the different types of reports available with Smart Reporting Define social collaboration through BMC Remedy Smart Reporting Define the architectural setup of BMC Remedy Smart Reporting Describe the different methods of BMC Remedy Smart Reporting deployment Describe the BMC Remedy Smart Reporting installation procedure Describe the Onboarding process for BMC Remedy Smart Reporting Define the different methods of onboarding BMC Remedy Smart Reporting Define row-level security for reports and variables Describe how to update cross-launch settings Describe the functionality on the BMC Remedy Smart Reporting Administration Console with which the Administrators maintain the Smart Reporting system Identify the BMC Remedy Smart Reporting Administration Console s functionality exclusively available for a Super Admin Describe how to configure BMC Remedy Smart Reporting log settings Describe how to update the BMC Remedy Smart Reporting data source connection password Describe how to change the frequency of the user sync job Describe how to change the BMC Remedy Smart Reporting Super Admin password Describe how to optimize BMC Remedy Smart Reporting performance Provide the methods to resolve or troubleshoot the most commonly found errors 204

208 REMEDY BMC REMEDY WITH SMART IT 1.0: FOR ADMINISTRATORS SPPT-SITA-0100 BMC Remedy with Smart IT Web-Based Training (WBT) 1 Hour ITSM Application Administrators BMC Remedy IT Service Management : Administering Part 2 (ILO/ILT/ ODL) Or BMC Remedy IT Service Management : Administering Part 2 (ILO/ILT/ ODL) Or BMC Remedy IT Service Management 8.0: What s New for Administrators (WBT) Or BMC Remedy IT Service Management 8.1: What s New for Administrators (WBT) The BMC Remedy with Smart IT 1.0: For Administrators online course is designed for ITSM application administrators with BMC Remedy IT Service Management ( or later) education and experience. This selfpaced course introduces participants to the administering features in Smart IT 1.0 to ensure experienced ITSM administrators gain the knowledge necessary for BMC Remedy with Smart IT 1.0 installation and configuration proficiency. Identify the prerequisites necessary to install Smart IT Install Smart IT User Experience patch Install Smart IT Deploy Smart IT Identify and define administrator authentication and permissions Enable and configure SSL and SSO Add custom fields to incident forms Configure and tune full-text search 205

209 REMEDY BMC REMEDY WITH SMART IT 1.0: FOR USERS SPPT-SITU-0100 BMC Remedy with Smart IT 1.0 Web-Based Training (WBT) 1 Hour ITSM Users ITSM Managers User knowledge of the Microsoft Windows graphical user interface (GUI) The BMC Remedy with Smart IT 1.0: For Users online course provides BMC Remedy IT Service Management users and managers with the information needed to use Smart IT 1.0 to create, manage, and search for tickets. The course includes five ITSM user personas (First-Level Service Desk Analyst, Second-Level Service Desk Agent, Third- Level Service Desk Agent, Field Support Technician, and Service Desk Manager). Describe various Smart IT console tabs such as Dashboard, Console, Smart Recorder, and Configuration Describe configuration views for various forms such as Incident, Task, Work Order, and Person Identify the Service Desk User, Customer, and Asset CI form details Describe how to create broadcasts Create tickets (Incident and Work Order) using Smart Recorder View and Update tickets for ticket status, assignment, impact, urgency, and priority Resolve tickets with knowledge articles Search for tickets, assets, resources, and people View service delivery statistics such as SLAs, KPIs, Backlogs, and open tickets 206

210 REMEDY BMC SERVICE REQUEST MANAGEMENT 7.6: ADMINISTERING AND CONFIGURING RSMG-SRMA-0760 BMC Service Request Management 7.6 Instructor-Led Training (ILO/ILT) 5 Days SRM Administrators Service Catalog Managers Business Managers Developers BMC Remedy AR System 7.5: Foundation Part 1 (WBT) BMC Remedy IT Service Management 7.5: Administering, Part 1 (WBT) BMC Work Order Management 7.6 (WBT) This course provides BMC Service Request Management (SRM) administrators, service catalog managers, business relationship managers, and developers with the concepts and hands-on experience to incorporate best practices when administering and configuring the BMC Service Request Management solution. Using a workshop environment, group discussions, and scenario-based guided lab exercises, participants analyze, determine, and perform the necessary steps to administer, configure, and integrate BMC SRM to support the corresponding business processes. Identify basic SRM features and functionality Describe the SRM architecture Explain the Request Entry process Configure, define, and maintain the service catalog Explain and identify each of the following primary components that define a catalog entry: Service Request definition Process definition Data mapping, variables, target data, and questions Application Object Template Fulfillment application templates Describe and configure the following roles associated with SRM: End User (Requesters) Business Manager Service Request Coordinator Fulfillment Provider Service Catalog Manager SRM Administrator Use Service Request Designer to create SRDs Define and manage entitlements Perform advanced configuration of SRM functionality Configure approvals and assignments for SRM Import and export SRDs and related data Identify common issues and troubleshooting techniques Describe Service Implementation Planning process 207

211 REMEDY BMC SERVICE REQUEST MANAGEMENT 8.1: ADMINISTERING AND CONFIGURING SPPT-SRMA-0810 BMC Service Request Management 8.1 Instructor-Led Training (ILO/ILT) 5 Days SRM Administrators Service Catalog Managers Business Managers Developers BMC Remedy AR System 8.0: Foundation Part 1 (ODL) BMC Remedy IT Service Management 8.0: Administering Part 1 (WBT) BMC Work Order Management 8.0: Using (WBT) BMC Service Request Management 8.1: Using (WBT) This course provides BMC Service Request Management (SRM) administrators, service catalog managers, business relationship managers, and developers with the concepts and hands-on experience to incorporate best practices when administering and configuring the BMC Service Request Management solution. In this course, participants analyze, determine, and perform the necessary steps to administer, configure, and integrate BMC Service Request Management to support the corresponding business processes. Identify basic SRM features and functionality Identify the SRM components Describe SRM reporting Identify the Online Documentation Portal Configure, define, and maintain the service catalog Explain and identify each of the following primary components that define a catalog entry: Service Request definition Process definition Data mapping, variables, target data, and questions Application Object Template Fulfillment application templates Describe and configure various roles associated with SRM Describe how to create SRDs using the Service Request Designer Define and manage packages and entitlements Perform advanced configuration of SRM functionality Configure approvals and assignments for SRM Describe how to enable -based approvals Describe how to import and export SRDs and related data Describe how to rebrand the Request Entry Console Identify common issues and troubleshooting techniques Describe the Process Designer Describe Service Implementation Planning process Identify the Advanced Interface Forms (AIFs) installed with BMC SRM 208

212 REMEDY BMC SERVICE REQUEST MANAGEMENT 8.1: USING SPPT-SRMU-0810 BMC Service Request Management 8.1 Web-Based Training (WBT) 2 Hours SRM Users Service Request Coordinators Business Managers Approvers User knowledge of Microsoft Windows graphical user interface (GUI) The BMC Service Request Management 8.1: Using course provides BMC Service Request Management (SRM) users, service request coordinators, business managers, and approvers with the concepts to incorporate best practices when using the BMC SRM solution. The course covers features and functionality of BMC SRM. In this course, participants learn about various functional areas of the Request Entry Console. They also learn how to create, manage, and fulfill service requests. In addition, they get familiar with the basics of Service Request Coordinator Console and the Business Manager Console. Describe the purpose of BMC Service Request Management Describe how to access the Request Entry Console Describe various functional areas of the Request Entry Console Describe how to search for Knowledge Base articles from the Request Entry Console Explain how to browse the request catalog Explain how to submit a service request Describe how to use the Cart feature Describe how to submit requests on behalf of other users Describe how to order hardware or software products using the Request Entry Console Describe how to cancel, copy, and reopen service requests Describe how to submit a request survey and provide feedback on the Request Entry Console Describe how to manage a list of favorite requests Explain how to approve or reject service requests using Approval Central Explain how to create service requests from fulfillment applications Describe various functional areas of the Service Request Coordinator Console and the Business Manager Console 209

213 REMEDY BMC SMARTFLOW SERVICE RESOLUTION 2.0: CONCEPTS SPPT-SSRC-0200 Smartflow Service Resolution 2.0 Web-Based Training (WBT) 2 Hours Managers Administrators User knowledge of Microsoft Windows graphical user interface (GUI) Smartflow Service Resolution, earlier referred to as Intelligent Ticketing, is for creating intelligent incidents for outof-the-box events. This solution involves the interaction between Service Support and IT Infrastructure and is for BMC ProactiveNet Performance Management and BMC IT Service Management suites. Service resolution takes data from a monitoring environment and extends it to a business environment, which increases IT transparency and, more importantly, enhances the ability to get the right resources focused on the right issues. In this online course, students are introduced to Smartflow Service Resolution 2.0 concepts, philosophy, processes, user roles, technology, and best practices to successfully adopt service resolution in an organization. Identify the business needs, benefits, and advantages of service resolution Identify the service resolution maturity stages Classify incidents as Event, Infrastructure, Causal, or Impact Identify and describe the three process levels Level 1, Level 2, and Level 3 Identify various service resolution user roles Describe management of event monitoring and service desk Identify the product components involved in service resolution Identify implementation guidelines Understand the need for maturity evolution Describe how to define a baseline Describe how to move from: Level 1 to Level 2 Level 2 to Level 3 Identify the need for maintenance and the elements that are considered during maintenance Access BMC online documentation and BMC communities page 210

214 REMEDY BMC WORK ORDER MANAGEMENT 7.6: USING RSMG-WOMU-0760 BMC Work Order Management 7.6 Web-Based Training (WBT) 2 Hours Work Order Managers Work Order Assignees None Work Order Management is a back-end application of BMC Service Request Management (BMC SRM), providing basic facilities for assignment, status, work info, and task management. The SRM integration with Work Order management allows users to create a generic work-order process. This online course provides work order administrators and managers with the information and experience they need to fulfill service requests successfully. Students learn about the Work Order Console functional areas, the work order lifecycle, managing work orders, and using BMC Service Level Management with work orders, tasks, and records. Describe Service Request Management Identify how SRM integrates with the BSM platform Identify the SRM components Describe Self Service Interface (Request Entry) Describe Service Catalog Describe Request Management Describe Work Orders in the SRM architecture Access the Work Order Management application Identify Work Order permissions and roles Navigate the Work Order Console Describe relationship between Service Request and Work Order Navigate the Work Order form Describe Work Order form fields Identify the Work Order form views Use the Work Order form Identify the Work Order lifecycle/status transitions Create and add Work Orders Modify Work Orders Create Work Order assignments Add Work Order details Describe the components of Task Management System (TMS) List Task Management System (TMS) permission groups Create Work Order task groups and tasks Modify tasks Add work information to a task Plan the time for tasks Assign tasks Reassign, cancel, and close tasks View service targets in Work Order Management Create service targets for a Work Order Use a predefined search Use a custom search Create a custom search with advanced qualifications 211

215 REMEDY BMC WORK ORDER MANAGEMENT 8.0: USING SPPT-WOMU-0800 BMC Work Order Management 8.0 Web-Based Training (WBT) 2 Hours Work Order Managers Work Order Assignees User knowledge of Microsoft Windows graphical user interface (GUI) Work Order Management is a back-end application of BMC Service Request Management (BMC SRM) that provides basic facilities for assignment, status, work info, and task management. The BMC SRM integration with Work Order Management allows users to create a generic work-order process. This online course provides work order managers and work order assignees with the information and experience that they need to fulfill service requests successfully. In this course, participants will learn about functional areas of the Work Order Console. They will learn how to create and manage work orders, and will become familiar with the Task Management System (TMS) and SRM Request Entry Console. Identify various components and benefits of BMC Service Request Management Describe how to open, customize, and navigate the default IT Home page Identify various social collaboration tools integrated with BMC Remedy ITSM applications Explain how to access the Work Order Console Identify various permissions and roles related to BMC Work Order Management Identify various functional areas of the Work Order Console and the Work Order form Explain how to create work orders and work with different tabs available on the Work Order form Identify the work order lifecycle Describe how to manage work orders, including work order assignments Explain how to search for work orders from the Work Order Console Describe the components of Task Management System (TMS) View additional Course Objectives for this training at

216 REMEDY BMC VIRTUAL AGENT 8.1: USING SPPT-VAUS-0810 BMC Virtual Agent 8.1 Web-Based Training (WBT) 2 Hours Support Agents Self-Service End Users BMC Virtual Agent is an easy-to-use self-service portal with virtual and live chat, service catalog, and knowledge management used by support agents and self-service users. It provides an animated virtual support agent that uses artificial intelligence to resolve customer issues. The BMC Virtual Agent 8.1: Using online course teaches support agents and self-service end users how to effectively use the BMC Virtual Agent portal, including the Self Service Portal and the Support Agent Console. Guided demonstrations and end-of-lesson quizzes give participants an opportunity to reinforce their learning. Describe BMC Virtual Agent Describe features and related business benefits Describe user roles and permissions for each role Describe BMC Virtual Agent process flow Explain how to use and navigate the Self Service Portal and Support Agent Console None 213

217 BMC RemedyForce

218 REMEDYFORCE BMC REMEDYFORCE 2015: ADMINISTERING ESSENTIALS WORKSHOP SPPT-RFAE BMC Remedyforce 2015 Instructor-Led Training (ILO/ILT) 3 Days, 6 Hours IT Architects and Engineers IT Administrators None This 3-day instructor-led workshop provides the knowledge and critical skills necessary to administer BMC Remedyforce 2015, with major focus placed on Administration, Incidents, Knowledge Management, Tasks, Broadcasts, Change Management, Problem Management, Service Request Management, Self Service, CMDB, Service Level Management, and Reporting and Dashboards. Examine BMC Remedyforce Examine Salesforce key functions Examine Incidents Examine Knowledge Management Examine Problem Management Examine Broadcasts Examine Service Request Management Examine Service Level Management Examine Change Management Examine CMDB Examine Self Service Examine Reporting and Dashboards 215

219 REMEDYFORCE BMC REMEDYFORCE SUMMER 2014: ADMINISTERING SPPT-RMFA-0200 BMC Remedyforce 2015 BMC Remedyforce Summer 2014: Administering is an online course that explains the concepts and procedures related to the administration and configuration of BMC Remedyforce. These concepts and procedures will help administrators to configure settings for an organization. Web-Based Training (WBT) 3 Hours 216

220 REMEDYFORCE BMC REMEDYFORCE SUMMER 2014: CHANGE MANAGEMENT & RELEASE MANAGEMENT SPPT-RFCR-0200 BMC Remedyforce Summer 2014: Change Management & Release Management Web-Based Training (WBT) 2 Hours Remedyforce Application Change Managers None The BMC Remedyforce Summer 2014: Change Management & Release Management online course is designed for BMC Remedyforce change managers. This self-paced course introduces participants to the features of Change Management & Release Management. This course explains the concepts and procedures of Change Management & Release Management. These concepts and procedures will help change managers to create Change Requests and Releases in BMC Remedyforce. Explain Change Management & Release Management Describe the components and services of Change Management & Release Management Create Change Requests and Releases Manage Change Requests and Releases View the Change Schedule Work with projected service outages Work with Release templates Work with the Release manifest 217

221 REMEDYFORCE BMC REMEDYFORCE SUMMER 2014: CONFIGURATION MANAGEMENT SPPT-RFCM-0200 BMC Remedyforce Summer 2014: Configuration Management Web-Based Training (WBT) 1 Hour Remedyforce Application Change Managers None The BMC Remedyforce Summer 2014: Configuration Management online course is designed for BMC Remedyforce change managers. This self-paced course introduces participants to the features of Configuration Management. This course explains the concepts and procedures of Configuration Management. These concepts and procedures will help change managers to create, manage, and work with configuration items (CIs) in BMC Remedyforce. Explain the Configuration Management Database (CMDB) Explain the Configuration Management alignability process model and data model Create and manage configuration items (CIs) Create relationships between CIs Manage the supporting information for CIs View the CI Explorer Use the CI Chatter feed Add custom fields to CIs Delete CIs View reports 218

222 REMEDYFORCE BMC REMEDYFORCE SUMMER 2014: INCIDENT MANAGEMENT & PROBLEM MANAGEMENT SPPT-RFIP-0200 BMC Remedyforce Summer 2014: Incident Management & Problem Management Web-Based Training (WBT) 2 Hours Remedyforce Application Staff Users None The BMC Remedyforce Summer 2014: Incident Management & Problem Management online course is designed for BMC Remedyforce staff users. This self paced course introduces participants to the features of Incident Management and Problem Management. This course explains the concepts and procedures of Incident Management and Problem Management. These concepts and procedures will help staff users to create, manage, and work with Incidents, Tasks, Broadcasts, and Problem records in BMC Remedyforce. Explain Incident Management Create and manage Incidents, Tasks, and Broadcasts View templates and apply them to records Use the QuickViews feature to work with Tasks Use the Global Search feature to search for records Explain Problem Management View the Problem Management alignability process model Create and manage Problem records 219

223 REMEDYFORCE BMC REMEDYFORCE SUMMER 2014: SERVICE LEVEL MANAGEMENT SPPT-RFSM-0200 BMC Remedyforce: Service Level Management Web-Based Training (WBT) 1 Hour Remedyforce Application Staff Users Change Managers None The BMC Remedyforce Summer 2014: Service Level Management online course is designed for BMC Remedyforce staff users and change managers. This self-paced course introduces participants to the features of Service Level Management. This course explains the concepts and procedures of Service Level Management. These concepts and procedures will help change managers to create and manage agreements and configure service targets in BMC Remedyforce. Describe Service Level Management Work with Service Level Management Explain service targets Configure and manage service targets View the service targets for Incidents, Problems, Tasks, and Change Requests Create agreements View agreements and their components Use QuickViews and view reports 220

224 REMEDYFORCE BMC REMEDYFORCE SUMMER 2014: SERVICE REQUEST MANAGEMENT SPPT-RFSR-0200 BMC Remedyforce: Service Request Management Web-Based Training (WBT) 30 Minutes Remedyforce Application Staff Users Change Managers The BMC Remedyforce Summer 2014: Service Request Management online course is designed for BMC Remedyforce staff users and change managers. This self-paced course introduces participants to the features of Service Request Management. This course explains the concepts and procedures of Service Request Management. These concepts and procedures will help staff users and change managers to create Service Requests in BMC Remedyforce by using Request Definitions. Explain Service Request Management Describe the components and services of Service Request Management Create Service Requests None 221

225 REMEDYFORCE BMC REMEDYFORCE SUMMER 2014: USING SELF-SERVICE PORTAL SPPT-RFSS-0200 BMC Remedyforce: Using Self Service Portal Web-Based Training (WBT) 2 Hours Remedyforce Application Client Users None The BMC Remedyforce Summer 2014: Using Self Service Portal online course is designed for BMC Remedyforce client users. This self-paced course introduces participants to the features of the Self Service portal. It also explains the concepts and procedures that enable client users to manage tickets, create Service Requests, work with approvals, quick links, and Broadcasts in BMC Remedyforce, by using the Self Service portal. Explain Service Request Management Create and manage tickets Describe the methods to create a ticket Report an issue using common tickets Use the My Cart feature to manage Service Requests Search for requests and templates Use keyboard shortcuts to perform various actions Create Service Requests Search for and view Self Help articles View Broadcasts Use the Chatter feature to share information and submit tickets Manage approvals Use quick links View and edit profile information 222

226 BMC Service Level Management

227 BMC SERVICE LEVEL MANAGEMENT BMC SERVICE LEVEL MANAGEMENT 7.6 PART 1 RSMG-SLM BMC Service Level Management 7.6 Web-Based Training (WBT) 5 Hours Service Level Managers Applications Administrators ITIL : Foundation Certification OR: ITIL : Awareness (WBT) The BMC Service Level Management (SLM) 7.6 application provides a combined solution to bridge operations and services. This application is designed to ensure delivery of agreed-upon levels of service to your customers. In this online course, Service Level Managers and Applications Administrators gain competency in defining, creating, managing, and monitoring agreements, service targets, and contracts, using the BMC SLM 7.6 application, which helps them to monitor the performance of a service, other configuration items, and infrastructure processes. Participants also learn how to generate and interpret reports to document critical metrics about Service Level Agreements (SLAs). Describe the Service Level Management benefits Describe the Service Level Agreement lifecycle Identify the roles associated with SLM Identify the Service Level Management Console Distinguish among Service Level Agreements (SLAs), Operational Level Agreements(OLAs), and Underpinning Contracts (UCs) Describe the process of planning, defining, and negotiating terms of SLA requirements Use the service target templates Define service target terms and conditions using the Advanced mode Create agreements using the Service Level Management Console Explain the process of creating contracts and associating them with new or existing agreements Define compliance targets to track agreement performance Monitor SLAs and service targets using the Service Level Management Dashboard Explain the process for creating and viewing general reports and using advanced qualifications 224

228 BMC SERVICE LEVEL MANAGEMENT BMC SERVICE LEVEL MANAGEMENT 7.6 PART 2 RSMG-SLM BMC Service Level Management 7.6 On-Demand Learning (ODL) Web-Based Training (WBT) 18 Hours SLM Administrators Advanced SLM Users Service Catalog Managers Business Relationship Managers Service Level Managers BMC Service Level Management 7.6 Part 2 provides BMC Service Level Management (SLM) Administrators, Service Level Managers, Service Catalog Managers, and Business Relationship Managers with the concepts and hands-on experience to incorporate best practices when using, administering, configuring, and integrating the BMC SLM solution. The course covers features and functionality of BMC SLM through a combination of engaging Web-based content and access to a multi-server remote lab environment. The labs provide experience in a fully functional live environment, which in addition to SLM includes the BMC ITSM Suite, as well as other applications that provide source data for SLM, such as BMC Performance Manager Portal. The lab exercises reinforce course concepts, and where appropriate, offer guidance through how to demonstrations. The remote environment includes the release of BMC Service Level Management, which is functionally the same as 7.6.0, but which runs on AR System 7.6.x (instead of 7.5.x). NOTE: From the date of registration confirmation, you have 90 days of access to the core educational content, and 5 consecutive days of your choosing to access the remote lab environment. During the 5-consecutive-day period, you can work at your own pace through the lab exercises and associated Web-based education content within the remote environment, freely explore, and complete optional activities that supplement the core lab exercises. NOTE: On Demand Learning (ODL) courses do not include access to an instructor or education representative. Should you find a course concept or lab procedure to be challenging, several self-help tools (such as lab demonstration movies, instructions for accessing and using the remote lab environment, and troubleshooting tips) are included within the course content. Required: BMC Remedy AR System 7.5: Foundation Part 1 (WBT) Required: BMC Remedy Service Level Management 7.6 Part 1 (WBT) Recommended : BMC Remedy IT Service Management 7.5: Administering Part 1 (WBT) Examine SLM terminology, architecture, key components and their relationships Verify installation prerequisites Install the SLM application and plug-in modules Perform post-installation tasks Configure the collector module to retrieve metrics from external data sources Create users and assign permissions for the various SLM roles Configure application settings and, where appropriate, test the result to ensure that users can perform the required activities, such as defining service targets and service level agreements View additional Course Objectives for this training at

229 BMC Track-It!

230 TRACK-IT! BMC TRACK-IT! 11.1: ADMINISTERING NUMA-TIA-0111 BMC Track-It! 11.x: Administering Instructor-Led Training (ILO/ILT) 3 Days IT Architects and Engineers IT Administrators BMC Track-It! 11.1: Using This 3-day instructor-led training class is designed specifically for those responsible for installing, configuring, and managing their Track-It! products. Attendees learn how to apply help desk best practices to configure and manage their BMC Track-It! products through workshop exercises. This course is followed by the Track-It! Administrator Exam. A passing score of 80% or better is required to become an accredited Track-It! Administrator. Install and Configure Track-It! Administer technician accounts, security policies, and technician queues Examine lookup tables, work orders, and other tables Configure administration, help desk, solutions, and purchasing Examine the Directory Importer Examine workflow automation Examine Change Management Examine Discovery and Audit configuration and execution Examine Software License Management Configure the User Interface Configure Notifications 227

231 TRACK-IT! BMC TRACK-IT! 11.1: BOOT CAMP NUMA-TIBC-0111 BMC Track-It! 11.x: Boot Camp Instructor-Led Training (ILO/ILT) 3 Days IT Architects and Engineers IT Administrators BMC Track-It! 11.x: Using This instructor-led intensive Boot Camp provides the knowledge and critical skills necessary to administer the various Track-It! modules with major focus placed on help desk automation, change management utilization, inventory configuration, and software license management. This is an accelerated course, designed for experienced Track-It! Administrators wanting to take full advantage of Track-It! s core features. Students will be learning in a fast paced environment created to transfer the maximum amount of Track-It! know-how in a minimum amount of time. Given the compressed time frame and the volume of advanced content covered in this course, students must already be able to perform system basics such as navigating the interface, creating or modifying a work order, purchase order, library item or training course, viewing an asset, and creating user accounts. This course is followed by the Track-It! Administrator Exam. A passing score of 80% or better is required. Install and Configure Track-It! Configure interface, tools bars, grid options, and field dialog options Administer technician accounts, security policies, and technician queues Configure various lookup tables for each module Examine Help Desk, Solutions, and Change Management Configure the Directory Importer Configure Workflow Automation Configure notifications Configure and administer Inventory, Software License Management, Purchasing Configure Discovery and Audit configuration and execution Examine Information Analysis Examine Training Module Examine Library Module Examine Track-It! Web and Self Service Examine Password Reset Website 228

232 TRACK-IT! BMC TRACK-IT! 11.1: USING NUMA-TIUS-0111 BMC Track-It! 11.x: Using Instructor-Led Training (ILO/ILT) 2 Days Help Desk Technicians Administrators None This instructor-led training provides a hands-on class for Track-It! technicians and administrators focusing on concepts and capabilities found in the Inventory, Help Desk, Purchasing, Training, Library, and Report Modules. This course is followed by the Track-It! Online Skills Assessment. Examine general Track-It! functionality including navigation Examine the Inventory Module Examine the Software Licenses Module Examine the Purchasing Module Examine the Help Desk Module Examine the Solutions Module Examine Track-It! Web and Mobile Web Examine Self-Service Examine the Change Management Module Examine the Training Module Examine the Library Module Examine Information Analysis and Reporting 229

233 BMC TrueSight

234 TRUESIGHT BMC APPLICATION DIAGNOSTICS 2.X: ADMINISTERING ASSR-APDA-0200 BMC Application Diagnostics 2.x Web-Based Training (WBT) 3 Hours Administrators None In this online course, students learn the various skills to administer and manage BMC Application Diagnostics. Major topics of the course include implementation, tuning, and integration with other BMC products. Identify System Administrator Roles Describe Securities and Policies Describe Deployment Architecture Describe Component Verification Identify Firewall Considerations Configure APM Console Configure Java Agent Explain User Permission Roles Describe Technology Integration Describe EUEM Integration Describe BPPM and TM-ART Integration Describe External Integration Describe Services Management Describe Database Backup and Restoration Describe Security Management Describe Tier Application Configuration 231

235 TRUESIGHT BMC APPLICATION DIAGNOSTICS 2.X: USING ASSR-APDU-0200 BMC Application Diagnostics 2.x Web-Based Training (WBT) 2 Hours Users/Operators ITIL : Foundation (WBT) In this online course, students are introduced to the features and functionality of BMC Application Diagnostics 2.0. Students learn how to perform various tasks as an operator or end user. BMC Application Diagnostics overview BMC Application Diagnostics architecture Navigate BMC Application Diagnostics Define application diagnostics user roles Analyze application server diagnostics Analyze business transaction diagnostics Use BMC Workflow for problem resolution Review configuration settings Manage agent policies Manage collector policies Modify recording and metric rules Modify entry point rules 232

236 TRUESIGHT BMC CAPACITY OPTIMIZATION 9.0: ADMINISTERING ASSR-COA BMC Capacity Optimization 9.0 Instructor-Led Training (ILO/ILT) 5 Days This five-day course combines classroom instruction with laboratory exercises to guide students through the basic concepts of BMC Capacity Optimization Extended Edition. Students develop skills in product installation, administration, standard ETL configuration, reporting, modeling, and views. The course creates an environment where students can install and configure BMC Capacity Optimization Extended Edition to perform capacity analysis. Hands-on labs complement classroom instruction and develop confidence to apply the technology in the student s own environment. Step-by-step classroom and laboratory guides are designed to help students with building and utilizing BMC Capacity Optimization Extended Edition both in the course and in their work. Administrators Managers Individuals responsible for creating and maintaining BMC Capacity Optimization processes Understanding of system administration concepts Familiarity with UNIX, Linux, Windows, Perl, and SQL Explain BMC Optimization concepts, architecture, and configurations Explain BMC Performance Assurance concepts, architecture, and configurations Install BCO Application Server and ETL engines Install BPA Console and agent Review BCO administrator tasks: Explore: Groups Views Access Control Standard ETLs Standard reporting Modeling Introduction to custom ETL integrations View configuration Participate in hands-on exercises: Administrator tasks ETL file parser Standard reporting View configuring Custom ETL integration example 233

237 TRUESIGHT BMC CAPACITY OPTIMIZATION 9.0: OVERVIEW ASSR-COOV-0900 BMC Capacity Optimization 9.0 The BMC Capacity Optimization 9.0: Overview course familiarizes learners with the purpose, features, and functionality of BMC Capacity Optimization 9.0. This interactive Web-based training includes interactions and simulations that reinforce the learning experience. Web-Based Training (WBT) 2 Hours Administrators and Operators of BMC Capacity Optimization Developers Working with BMC Capacity Optimization First time users None Define capacity optimization Identify what constitutes capacity optimization Identify the scope of capacity optimization with respect to IT infrastructure Explain the purpose and significance of BMC Capacity Optimization List the features and functionality of BMC Capacity Optimization 9.0 Review the architecture of BMC Capacity Optimization 9.0 Discuss the phases involved in the deployment of BMC Capacity Optimization 9.0 Describe the activities that need to be performed to install, configure, and upgrade BMC Capacity Optimization 9.0 Familiarize with the BMC Capacity Optimization console user interface Review how users can access and view their profile details, permissions, and privileges in the BMC Capacity Optimization console Define what are BMC Capacity Optimization objects Explain how objects are managed in the Workspace section of the BMC Capacity Optimization console Discuss views and reports in the BMC Capacity Optimization Console Explain the actions performed using the Views tab and the Reports tab in BMC Capacity Optimization Console Review each administration and management activity in BMC Capacity Optimization 9.0 Review the concept of Business Service Management Explain the significance of Business Service Management in context to BMC Capacity Optimization integrations List the tasks that need to be performed for BMC Capacity Optimization integrations View additional Course Objectives for this training at

238 TRUESIGHT BMC CAPACITY OPTIMIZATION 9.5: ADMINISTERING ASSR-COA BMC Capacity optimization 9.5 Instructor-Led Training (ILO/ILT) 4 Days Administrators Capacity Planners Performance Managers Individuals responsible for creating and maintaining BMC Capacity Optimization processes Understanding of system administration concepts Familiarity with Linux, Perl, SQL, UNIX, Windows This four-day course combines classroom instruction with laboratory exercises to guide students through the basic concepts of BMC Capacity Optimization. Students develop skills in product installation, administration, standard ETL configuration, reporting, modeling, and views. The course creates an environment where students can install and configure BMC Capacity Optimization to perform capacity analysis. Hands-on labs complement classroom instruction and develop confidence for applying the technology in the student s own environment. Step-by-step classroom and laboratory guides are designed to help students with building and utilizing BMC Capacity Optimization both in the course and in their work. NOTE: This course focuses on administering BMC Capacity Optimization. BMC Education Services also offers a course titled BMC Capacity Optimization 9.5: Using, which is intended for general users and includes much of the same content used in this Administering course. The Administering course includes both using topics and indepth administering topics, with labs. Students planning to enroll for the more extensive Administering course need not attend the online Using course. Explain BMC Capacity Optimization (BCO) concepts, architecture, and configurations Install BCO Application Server and ETL engines Apply BCO administrator tasks: Manage User Accounts and Access Controls Apply data Extract, Transfer, Load (ETL) operations Apply Analysis to BCO entities Create and publish reports Generate predictive models View and set BCO configuration controls Understand integration with BMC BPA (BCOEE) Understand integration with BMC CLM Participate in hands-on exercises: Administration tasks ETL file parser ETL database extractor ETL VIS file parser Report production View configuration 235

239 TRUESIGHT BMC CAPACITY OPTIMIZATION 9.5: CREATING ADVANCED REPORT TEMPLATES ASSR-BCOT-0950 BMC Capacity Optimization 9.5 Instructor-Led Training (ILO/ILT) 1 Hour This course introduces you to the concept of report templates in BMC Capacity Optimization, and explores the types of report templates available and the report template lifecycle. In addition, students learn about the BMC Capacity Optimization Integration Studio and how to create Advanced Report templates based on BIRT (Business Intelligence Reporting Tool) technology using the Integration Studio. Discuss reports and report templates in BMC Capacity Optimization Create an Advanced Report template in the Integration Studio BMC Capacity Optimization Developers SQL skills 236

240 TRUESIGHT BMC CAPACITY OPTIMIZATION 9.5: USING ASSR-COUS-0950 BMC Capacity Optimization 9.5 Web-Based Training (WBT) 4 Hours First Time Users Administrators Capacity Planners Performance Managers Individuals responsible for creating and maintaining BMC Capacity Optimization processes The BMC Capacity Optimization 9.5: Using course familiarizes learners with the purpose, features, and functionality of BMC Capacity Optimization 9.5. This interactive online training includes interactions and simulations that reinforce the learning experience. NOTE: This course focuses on using BMC Capacity Optimization. BMC Education Services also offers an in-depth 5-day instructor led (ILO/ILT) course titled BMC Capacity Optimization 9.5: Administering, which includes the same content as this using course, with expanded content that addresses administering BMC Capacity Optimization. Students who want more in-depth training need not attend the using online course, but should instead enroll in the administering ILO/ILT course. Give an overview of BMC Capacity Optimization (referred to in this course as BCO) Discuss BCO architecture and concepts Navigate the BCO Console Explain BMC 9.5 workspace management Apply analysis and modeling to BCO entities Explain BCO 9.5 documents and events Generate reports for end-user consumption None 237

241 TRUESIGHT BMC EVENT MANAGER 7.X: ADMINISTERING RSMG-BEMG-0720 BMC Event Manager 7.3 Instructor-Led Training (ILO/ILT) 5 Days BMC Event Manager Administrators PREREQUISITE COURSES None To get the most value from Business Service Management (BSM), you need to get the most value from BMC Event Manager. This course teaches the basic concepts of BMC Event Manager and covers product installation, administration, configuration, event collectors and groups, policies, rule writing, class definitions, command line interface (CLI), and event management. Hands-on labs allow the participants to experience and experiment with the concepts presented in the class. NOTE: This course is targeted toward end users, such as system administrators, system programmers, information technology (IT) operators, and intermediate users, such as IT managers and other IT professionals who are responsible for the administration and daily operations of BMC Event Manager. Upon completion of the course, you will be able to: Explain Impact Solutions concepts Install BMC Event Manager Discuss BMC Impact Explorer concepts and configuration Discuss Event Generation, Adapters, Collectors, and Remote Actions Explain Policies, Views, Local Actions, and Online Help Discuss Event Groups, Access Control, and Event Operation Introduce Impact Manager configuration files Develop Knowledge Base classes and rules Explain BMC Impact Solutions internals 238

242 TRUESIGHT BMC MIDDLEWARE MONITORING 7.0: PERFORMANCE AND AVAILABILITY ASSR-MMPA-0700 BMC Middleware Monitoring 7.0 Web-Based Training (WBT) 5 Hours Application Owners Middleware Administrators Understanding of messaging middleware This online course presents an in-depth review of performance and availability monitoring using BMC Middleware Monitoring. This class prepares the student to tailor BMC Middleware Monitoring to their own middleware messaging environment. Students learn how to install and set up event alerts, develop custom displays for object monitoring, capture historical data, develop custom charts and reports, and secure their environment. Install and configure BMC Middleware Monitoring for performance and availability Create custom application views Set alarms Use event management to send s and start programs Review how to collect history Create custom reports and charts Define Users and Groups Assign security permissions 239

243 TRUESIGHT BMC MIDDLEWARE MONITORING 7.0: TRANSACTION MONITORING ASSR-MMTM-0700 BMC Middleware Monitoring 7.0 Web-Based Training (WBT) 4.25 Hours IT Architects and Engineers Enterprise Software Developers BMC Middleware Monitoring 7.0: Performance and Availability (WBT) Experience with enterprise middleware Basic understanding of enterprise application programming This online course presents an in-depth look at business transaction monitoring (BTM) with BMC Middleware Monitoring 7.0. This class prepares the student to successfully deploy transaction monitoring in their own enterprise. Topics include installation and configuration, modeling transactions, capturing SLA metrics, historical reporting, and configuration of event monitoring. Additional focus is placed on leveraging the power of the product for faster problem identification and resolution, access to real-time transaction status, and counts. Understand the function of BMC Middleware Management - Transaction Monitoring Understand the high-level product architecture Review installation and configuration Understand and use the business transaction monitoring BTM API Develop and deploy Transaction Pathways Install and configure the BTM Exit for MQ Develop transaction pathways for middleware applications Develop message formats Understand message field types, field repeating, field indices Configure SLA metrics and Payload metrics Capture and display history data Configure event monitoring for transactions Create dashboard views displaying transaction metrics 240

244 TRUESIGHT BMC PERFORMANCE ASSURANCE (MS WINDOWS CONSOLE) IFMG-PPAW-0740 BMC Performance Assurance (MS Windows Console) Version 7.4 Instructor-Led Training (ILO/ILT) 4 Days Administrators Distributed Performance Analysts PREREQUISITE SKILLS Experience with both the UNIX and Microsoft Windows Operating Systems Familiarity with your own distributed systems environment Knowledge of physical and logical volumes and file system management This is an introductory course designed to teach basic concepts and familiarize the student with the functionality of the product, using the UNIX version of the BMC Performance Assurance console. The course offers detailed lectures, demonstrations, and hands-on labs to help students quickly gain a working knowledge of each component of the BMC Performance Assurance suite of tools for distributed systems. Topics include metric collection and analysis, workload characterization, report and graph automation, drill-down investigating, system modeling, metric data administration, and report and log interpretation. Hands-on labs allow the participants to experience and experiment with the concepts presented in the class. Upon completion of the course, students will be able to: Use the Collect technology to record performance metrics of distributed systems Analyze data for both Capacity Planning and Performance Management purposes Build and evaluate models for Predicting the performance of your system Create and publish robust graphs and reports using Visualizer Gain a working knowledge of the Perceiver user interface Define and implement real-time management Investigate policies 241

245 TRUESIGHT BMC PERFORMANCE ASSURANCE: ADVANCED IFMG-PPAA-0740 BMC Performance Assurance Advanced Version 7.4 Instructor-Led Training (ILO/ILT) 4 Days Administrators Distributed Performance Analysts PREREQUISITE COURSES PATROL Performance Assurance (UNIX Console) Or PATROL Performance Assurance (MS Windows Console) This course focuses on the use of Analyze and Predict to develop models of students environment to predict the behavior of systems under different conditions, such as increased workloads, system upgrades, or consolidating servers. Topics in this course are addressed at a detailed level, giving students an understanding of the process by which BMC PATROL for UNIX Perform and Predict builds models, and how and when the user should adjust model parameters. Included in the lectures are discussions of topics of current interest, including modeling of RAID devices, modeling of RDBMS environments, modeling of Web servers, and server consolidation. Upon completion of the course, students will be able to: Build effective models of their computing environment Gain an understanding of model building techniques Model complex environments Analyze alternative scenarios for future evolution of their business and computing environments 242

246 TRUESIGHT BMC PERFORMANCE MANAGER CONSOLE 7.8: ADMINISTERING PART 1 IFMG-BAP BMC Performance Manager Console 7.8 Instructor-Led Training (ILO/ILT) 5 Days This course is the flagship for all BMC Performance Manager Infrastructure Solution courses. It is designed for administrators beginning to work with the product and teaches students how to implement and manage the BMC Performance Manager for Servers and BMC Performance Manager for Console products. In this course, students learn the architecture and the core concepts of the BMC Performance Manager Infrastructure Solution software. The course includes instruction on key areas of the software, including the PATROL Agent, PATROL Central Console, PATROL Central Web, the Console Server, RTserver, and PATROL Classic Console. The class also covers the BMC PATROL Central Administration module, as well as installation instructions. Interactive, hands-on labs offer step-by-step exercises that build the skills necessary to effectively use and manage these products on the job. Administrators Developers Operators Skilled Professionals PREREQUISITE KNOWLEDGE Working knowledge of Microsoft Windows 2000 or 2003 operating systems PREREQUISITE COURSE BMC Performance Manager Solutions Overview (WBT) List the features and benefits of BMC Performance Manager Console Describe the PATROL Classic architecture Describe the PATROL Central architecture Describe the PATROL Agent and its architecture Describe the features and functions of the PATROL Agent Explain the functions of Knowledge Modules (KMs) Use various features of PATROL Central Operator Taskpad Configure and update parameters Discuss the importance of event management Describe the importance of PATROL Configuration Manager (PCM) Use PCM to create groups, manage Agent configurations, and RuleSets Configure RTserver Describe Console Server administration Perform common tasks using PATROL Central Administration Describe the PATROL Agent configuration Install various components of BMC Performance Manager Console Use various features of PATROL Classic console 243

247 TRUESIGHT BMC PERFORMANCE MANAGER SOLUTIONS OVERVIEW IFMG-BSP BMC Performance Manager Solutions Overview (WBT) Web-Based Training (WBT) 3 Hours Administrators Developers Managers Operators None This web-based course is designed to teach basic concepts and familiarize students with the BMC Performance Manager products. This course will introduces the architecture, solution set, and main features of both BMC Performance Manager Portal and BMC Performance Manager Console solutions, which mainly comprise the BMC Performance Manager solutions package. Upon completion of the course, students will be able to: Define Infrastructure Management Identify the need for Infrastructure Monitoring Understand how the BMC Performance Manager and the BPM Portal are used for infrastructure monitoring List the key features and benefits of BPM Portal Explain Remote Service Monitoring Explain how agent-based monitoring works Understand the relationship between BMC Performance Manager and Business Service Management (BSM) Explain where BMC Performance Manager fits in Identify the major components of Performance Manager Understand the basic functionality of the BMC Performance Manage Portal Understand the basic functionality of the PATROL Central Console List the steps to integrate PATROL Classic and BMC Performance Manager with the BPM Portal 244

248 TRUESIGHT BMC PROACTIVENET PERFORMANCE MANAGEMENT 8.5 FOR OPERATORS ASSR-PPMO-0850 BMC ProactiveNet Performance Management 8.5 BMC ProactiveNet Performance Management 8.6 Web-Based Training (WBT) 5 Hours BMC ProactiveNet Performance Management 8.5 and 8.6 Operators Working knowledge of Networks and Microsoft Windows Operating System This online course explains the BMC ProactiveNet Performance Management 8.5 architecture, terminology, concepts, and procedures that will help learners use the BMC ProactiveNet Operations Console. This course is designed for BMC ProactiveNet Performance Management 8.5 Operators and introduces the important functions and capabilities of the Operations Console. The course includes several demonstrations that help students understand and perform various BMC ProactiveNet Operations Console tasks such as identifying and using different sections of the Operations Console, working with events, creating views, and creating graphs. The course also includes knowledge check quizzes that help students assess their understanding of the processes and concepts explained in each module. In addition, the course also highlights the important changes and enhancements made to BMC ProactiveNet Operations Console in the version 8.6 release. Introduce BMC ProactiveNet Performance Management 8.5 architecture and components List the key product terminologies Describe BMC ProactiveNet Performance Management functions and capabilities Describe key functionalities, such as event management and service impact management Identify and use the user interface elements of BMC ProactiveNet Operations Console Describe event folders, event priority, and event severity Use the different BMC ProactiveNet Operations Console Views Create reports and custom graphs List and use the changes and enhancements made to the Operations Console in BMC ProactiveNet Performance Management 8.6 release 245

249 TRUESIGHT BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.0: WHAT S NEW ASSR-PMWN-0900 BMC ProactiveNet Performance Management 9.0 Web-Based Training (WBT) 4 Hours Administrators and Operators of BMC ProactiveNet Performance Management Existing BMC ProactiveNet Performance Management Users and Customers BMC ProactiveNet Performance Management 8.5: Administering Part 1 Knowledge of BMC ProactiveNet Performance Management 8.6 The BMC ProactiveNet Performance Management 9.0: What s New course familiarizes learners with the new features in BMC ProactiveNet Performance Management 9.0. This course presents information on what s new in the latest BMC ProactiveNet Performance Management release with respect to installation and platform support, enhancements in product features, product functionality, integrations, and upgrade considerations. This interactive Web-based training includes demonstrations, simulations, and knowledge checks. The demonstrations and simulations of important procedures complement the online training and provide the required practice to gain competence in using the product features. List the new features and enhancements in BMC ProactiveNet Performance Management 9.0 Identify the new terminology in BMC ProactiveNet Performance Management 9.0 Identify the new features in the BMC ProactiveNet Performance Management 9.0 installer Explain briefly each new feature and enhancement in 9.0, including: Centralized service model Tenant-aware cloud support Central Monitoring Administration CI-based access control Explain briefly the integration of BMC ProactiveNet Performance Management 9.0 with: BMC Remedy Change Management BMC Capacity Optimization BMC Atrium Single Sign-On 246

250 TRUESIGHT BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.0: ADMINISTERING PART 1 ASSR-PPM BMC ProactiveNet Performance Management 9.0 Instructor-Led Training (ILO/ILT) In this five-day workshop, participants gain competency in performing BMC ProactiveNet Performance Management 9.0 administrative tasks. The key topics are presented through discussion, demonstrations, and lab exercises based on BMC ProactiveNet Administration Console, BMC ProactiveNet Operations Console, BMC ProactiveNet Central Monitoring Administration, Event Administration, Data Analytics, Monitoring Solutions, and Data Adapters. The course lab exercises are designed to ensure participants get the knowledge, practice, and perspective required to leverage the key functions of BMC ProactiveNet Performance Management Days BMC ProactiveNet Performance Management Administrators BMC ProactiveNet Performance Management Users General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and UNIX operating systems (from a user perspective) General knowledge of networking hardware and architecture Web application architectures Preferred: Hands-on exposure to ProactiveNet or similar technologies List the key components of BMC ProactiveNet Performance Management Explain the functionality and features of BMC ProactiveNet Performance Management 9.0 Familiarize with the procedure to install and configure BMC ProactiveNet Performance Management Familiarize with the various BMC ProactiveNet Performance Management Consoles, which include: BMC ProactiveNet Administration Console BMC ProactiveNet Operations Console BMC ProactiveNet Central Monitoring Administration Perform various tasks using BMC ProactiveNet Performance Management, such as: Install BMC ProactiveNet Server Install BMC ProactiveNet Integration Service Install and configure BMC PATROL Agent and knowledge modules using BMC ProactiveNet Central Monitoring Administration Run detailed diagnostics Perform Probable Cause Analysis Conduct flash checks Ensure Service Level Objective compliance Work with baselines and create rules Create and publish service models using the Services Editor tab 247

251 TRUESIGHT BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.0: ADMINISTERING PART 2 ASSR-PPM BMC ProactiveNet Performance Management 9.0 Instructor-Led Training (ILO/ILT) 5 Days BMC ProactiveNet Performance Management Administrators BMC ProactiveNet Performance Management Developers BMC ProactiveNet Performance Management 9.0: Administering Part 1 Working knowledge of BMC ProactiveNet Performance Management user interface and key administrative tasks In this course, participants gain competency in performing BMC ProactiveNet Performance Management 9.0 administrative tasks, through discussions, demonstrations, and lab exercises. The key topics include knowledge base management, event collectors, event adapters, event management policies, event rules, and service models (in BMC ProactiveNet Performance Management and in BMC Atrium Configuration Management Database). The course lab exercises are designed to ensure that participants get the knowledge, practice, and perspective required to learn about event and service management functions of BMC ProactiveNet Performance Management 9.0. Work with events, adapters, collectors, and remote actions Perform Knowledge Base administration Develop Knowledge Base classes and rules Use out-of-the-box event management policies Create basic and advanced rules Identify upgrade considerations for service monitoring Perform service management and administration using the Services Editor in the BMC ProactiveNet Administration Console Identify service component relationships Describe the process of creating service models Create and publish service models with BMC Impact Model Designer plug-in through BMC Atrium CMDB 248

252 TRUESIGHT BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.5: ADMINISTERING PART 1 ASSR-PPM BMC ProactiveNet Performance Management 9.5 Instructor-Led Training (ILO/ILT) 5 Days In this five-day workshop, participants gain competency in performing BMC ProactiveNet Performance Management 9.5 administrative tasks. The key topics are presented through discussion, demonstrations, and lab exercises based on BMC ProactiveNet Administration Console, BMC ProactiveNet Operations Console, BMC ProactiveNet Central Monitoring Administration, Event Administration, Data Analytics, BMC PATROL Agent, Monitoring Solutions, and Data Adapters. The course lab exercises are designed to ensure participants get the knowledge, practice, and perspective required to leverage the key functions of BMC ProactiveNet Performance Management 9.5. BMC ProactiveNet Performance Management Administrators BMC ProactiveNet Performance Management Users General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and UNIX operating systems (from a user perspective) General knowledge of networking hardware and architecture, and web application architectures Preferred: Hands-on exposure to ProactiveNet or similar technologies List the key components of BMC ProactiveNet Performance Management Explain the functionality and features of BMC ProactiveNet Performance Management 9.5 Familiarize with the procedure to install and configure BMC ProactiveNet Performance Management Familiarize with the various BMC ProactiveNet Performance Management consoles, which include: BMC ProactiveNet Administration Console BMC ProactiveNet Operations Console BMC ProactiveNet Central Monitoring Administration Perform various tasks using BMC ProactiveNet Performance Management, such as: Install BMC ProactiveNet Server Install and configure BMC ProactiveNet Integration Service Install and configure BMC PATROL Agent and knowledge modules, using BMC ProactiveNet Central Monitoring Administration Create Monitoring Policies for BMC PATROL Agent and BMC PATROL KMs, using BMC ProactiveNet Central Monitoring Administration: Generate graphs and reports based on collected data Ensure Service Level Objective compliance View additional Course Objectives for this training at

253 TRUESIGHT BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.5: ADMINISTERING PART 2 ASSR-PPM BMC ProactiveNet Performance Management 9.5 Instructor-Led Training (ILO/ILT) 5 Days BMC ProactiveNet Performance Management Administrators BMC ProactiveNet Performance Management Users General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and UNIX operating systems (from a user perspective) General knowledge of networking hardware and architecture, and web application architectures Preferred: Hands-on exposure to ProactiveNet or similar technologies In this course, participants gain competency in performing BMC ProactiveNet Performance Management 9.5 administrative tasks through discussions, demonstrations, and lab exercises. The key topics include knowledge base management, event collectors, event adapters, event management policies, event rules, and service models (in BMC ProactiveNet Performance Management and in BMC Atrium Configuration Management Database). The course lab exercises are designed to ensure that participants get the knowledge, practice, and perspective required to work with event management and service management functions of BMC ProactiveNet Performance Management 9.5. Work with events, adapters, collectors, and remote actions Perform Knowledge Base (KB) administration tasks Develop Knowledge Base (KB) classes and rules Use out-of-the-box event management policies Create basic and advanced rules Identify upgrade considerations for service monitoring Perform service management and administration tasks using the Service Editor in BMC ProactiveNet Administration Console Identify service component relationships Describe the process of creating service models Create and publish service models with BMC Impact Model Designer plug-in through BMC Atrium CMDB Work with Integration with BMC Remedy Service Desk (IBRSD) 250

254 TRUESIGHT BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.5: USING ASSR-PPMU-0950 BMC ProactiveNet Performance Management 9.5 Web-Based Training (WBT) 2 Hours Users Operators General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and UNIX operating systems (from a user perspective) General knowledge of networking hardware and architecture, and web application architectures Preferred: Hands-on exposure to ProactiveNet or similar technologies This online course explains the BMC ProactiveNet Performance Management 9.5 architecture, terminology, concepts, and procedures that help learners use BMC ProactiveNet Performance Management. This course is designed for BMC ProactiveNet Performance Management 9.5 Users and Operators and introduces the important functions and capabilities of BMC ProactiveNet, from an end-user perspective. The course includes demonstrations that help students understand and perform various BMC ProactiveNet Operations Console tasks such as identifying and using different sections of the Operations Console, working with events, creating views, and creating graphs. Review the purpose and significance of BMC ProactiveNet Performance Management 9.5, and the product components and architecture Review features and functionality including: Performance Management and Monitoring Event Management Service Impact Management Service Level Objective Management Analytics and Probable Cause Analysis Explore BMC ProactiveNet Performance Management 9.5 user consoles 251

255 TRUESIGHT BMC PROACTIVENET PERFORMANCE MANAGEMENT: DEVELOPMENT WITH PSL ASSR-PPDP-0100 None Instructor-Led Training (ILO/ILT) 3 Days BPPM Administrators and Developers A general understanding of programming languages or scripting, along with some familiarity with BPPM and Patrol This three day partner-led course, BPPM Development with PSL, will provide an in-depth look at the Patrol architecture and Patrol Scripting Language (PSL). Participants will learn to write and develop complex PSL Knowledge Modules (KMs) that can be leveraged to monitor both standard and custom applications to satisfy any business requirement. BPPM Development with PSL examines Patrol components including the Patrol namespace, the discovery process, KM creation and the use of PSL functions and variables. Participants will learn to use object manipulation functions like create(), destroy(), set(), and get() and use PSL programming constructs such as if/else statements and loop control to build robust Knowledge Modules. The class includes the building of fully functional Knowledge Modules which participants can use to model their own future custom KMs. Review the most updated Course Modules and register through BMC at or visit www. evanios.com. Detailed knowledge of Patrol components & architecture Understanding pre-discovery / discovery process Building and customizing KMs Creation of fully functional Knowledge Modules After training, participants will not only understand how Patrol functions work, but they will be able to plan, design, and create custom monitoring solutions to suit their needs 252

256 TRUESIGHT BMC REAL END USER EXPERIENCE MONITORING 2.5: ADMINISTERING PART 1 ASSR-EEMA-0250 BMC Real End User Experience Monitoring 2.5 Web-Based Training (WBT) 3 Hours Administrators BMC Real End User Experience Monitoring 2.x: Using In this online course, students are introduced to administrative features of BMC Real End User Experience Monitoring (BMC Real EUEM). Interactive simulations demonstrate how to perform important system configuration tasks. Properly configuring the system allows companies to integrate BMC Real EUEM with their network and benefit from the detailed monitoring of web applications this product provides. Other administering and managing topics ensure optimal use of the system to maintain a positive web application user experience. Review BMC Real EUEM architecture Explain planning and scaling of system infrastructure Define administrative user roles Explain system security Configure system components: Real User Collector Real User Analyzer BMC APM Console Define watchpoints: Using Filters Watchpoint creation Describe administration and management settings Explain problem detection 253

257 TRUESIGHT BMC REAL END USER EXPERIENCE MONITORING 2.X: USING ASSR-EEMU-0200 BMC Real End User Experience Monitoring (EUEM) 2.0 Web-Based Training (WBT) 3 Hours Users Operators None In this online course, students are introduced to the features and functionality of BMC Real End User Experience Monitoring (EUEM) 2.0. Students learn how to perform various tasks as an operator or end user. Describe BMC EUEM Describe BMC EUEM deployment architecture Identify BMC EUEM user roles and permissions Access the BMC EUEM components Navigate the BMC EUEM interface Use social collaboration Describe Watchpoints Monitor Performance Dashboards and Dashlets Build a Dashboard Work with Dashboards and Dashlets Detect incidents Navigate the Performance Analytics Engine Work with On-Screen reports Work with Mail-Out reports 254

258 TRUESIGHT BMC TRUESIGHT CAPACITY OPTIMIZATION 10.0: ADMINISTERING ASSR-TCOA-1000 BMC TrueSight Capacity Optimization 10.0 Instructor-Led Training (ILO/ILT) 3 Days Administrators Capacity Planners Users General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and LINUX operating systems (from a user perspective) BMC TrueSight Capacity Optimization 10.0: What s New (WBT) The BMC TrueSight Capacity Optimization 10.0: Administering course familiarizes the learners with the purpose, features, administration, and functionality of BMC TrueSight Capacity Optimization This three-day class includes presentations and lab exercises that reinforce the learning experience. Provide an overview of BMC TrueSight Capacity Optimization 10.0 Familiarize learners with the BMC TrueSight Capacity Optimization architecture Present a walkthrough of the installation process Describe various aspects of the BMC TrueSight Capacity Optimization administration Perform user account management Describe BMC TrueSight Capacity Optimization 10.0 workspace management Provide an overview of the Extract, Transform, and Load (ETL) module Discuss the advanced reporting feature of BMC TrueSight Capacity Optimization Generate out-of-the-box views for end-user consumption 255

259 TRUESIGHT BMC TRUESIGHT CAPACITY OPTIMIZATION 10.0: USING ASSR-TCOU-1000 BMC TrueSight Capacity Optimization 10.0 Instructor-Led Training (ILO/ILT) 2 Days Capacity Planners Users The BMC TrueSight Capacity Optimization 10.0: Using course familiarizes the learners with the purpose, features, and functionality of BMC TrueSight Capacity Optimization This two-day class includes presentations and lab exercises that reinforce the learning experience. Provide an overview of BMC TrueSight Capacity Optimization 10.0 Navigate through the BMC TrueSight Capacity Optimization Console Describe BMC TrueSight Capacity Optimization 10.0 workspace management Apply analysis and modeling to BMC TrueSight Capacity Optimization entities Create documents and events using BMC TrueSight Capacity Optimization Generate reports for end-user consumption General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and LINUX operating systems (from a user perspective) BMC TrueSight Capacity Optimization 10.0: What s New (WBT) 256

260 TRUESIGHT BMC TRUESIGHT CAPACITY OPTIMIZATION 10.0: WHAT S NEW ASSR-COWN-1000 BMC TrueSight Capacity Optimization 10.0 Web-Based Training (WBT) 1 Hour Administrators Developers Capacity Planners General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and LINUX operating systems (from a user perspective) Basic understanding of BMC Capacity Optimization 9.5 features The BMC TrueSight Capacity Optimization 10.0: What s New course familiarizes the learners with the following enhancements in BMC TrueSight Capacity Optimization 10.0: Reservation-Aware Capacity Management OpenStack Connector Perceiver-like views PostgreSQL as an alternative Database This interactive web-based training includes demonstrations that reinforce the learning experience. Describe concepts like Capacity Containers and Capacity Pools Describe the Reservation-Aware Capacity Management functionality Use the Data Explorer views to get the details of a specific virtualization platform Install BMC TrueSight Capacity Optimization 10.0 with PostgreSQL database Explain the functionality of OpenStack Connector in a cloud environment 257

261 TRUESIGHT BMC TRUESIGHT CAPACITY OPTIMIZATION 10.3: ADMINISTERING ASSR-TCOA-1030 BMC TrueSight Capacity Optimization 10.3 Instructor-Led Training (ILO/ILT) 3 Days Administrators Capacity Planners General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and LINUX operating systems (from a user perspective) BMC TrueSight Capacity Optimization 10.3: What s New (WBT) The BMC TrueSight Capacity Optimization 10.3: Administering course familiarizes the learners with the purpose, features, administration, and functionality of BMC TrueSight Capacity Optimization This 3-day class includes presentations and lab exercises that reinforce the learning experience. IMPORTANT: Included in this course is the examination for BMC Accredited Administrator: BMC TrueSight Capacity Optimization 10.3 accreditation. Taking the exam and pursuing accreditation is optional, however all students enrolled in the BMC Accredited Administrator: BMC TrueSight Capacity Optimization 10.3: Administering course automatically are enrolled in the exam. Following the completion of the BMC Accredited Administrator: BMC TrueSight Capacity Optimization 10.3: Administering course, you will have three weeks to take the BMC Accredited Administrator accreditation examination online. You can take the exam twice within this period. Those who pass will receive the title of for BMC Accredited Administrator: BMC TrueSight Capacity Optimization Those who do not take the exam within this timeframe, or do not pass after two attempts within this timeframe, will not be granted a retake. For more information, visit the BMC Support site. Provide an overview of BMC TrueSight Capacity Optimization 10.3 Familiarize learners with the BMC TrueSight Capacity Optimization architecture Present a walkthrough of the installation process Describe various aspects of the BMC TrueSight Capacity Optimization administration Perform user account management Describe BMC TrueSight Capacity Optimization 10.3 workspace management Provide an overview of the Extract, Transform, and Load (ETL) module Discuss the advanced reporting feature of BMC TrueSight Capacity Optimization Generate out-of-the-box views for end-user consumption 258

262 TRUESIGHT BMC TRUESIGHT CAPACITY OPTIMIZATION 10.3: USING ASSR-TCOU-1030 BMC TrueSight Capacity Optimization 10.3 Instructor-Led Training (ILO/ILT) 2 Days Capacity Planners Users The BMC TrueSight Capacity Optimization 10.3: Using course familiarizes the learners with the purpose, features, and functionality of BMC TrueSight Capacity Optimization This 2-day class includes presentations and lab exercises that reinforce the learning experience. Provide an overview of BMC TrueSight Capacity Optimization 10.3 Navigate through the BMC TrueSight Capacity Optimization console Describe BMC TrueSight Capacity Optimization 10.3 workspace management Apply analysis and modeling to BMC TrueSight Capacity Optimization entities Create documents using BMC TrueSight Capacity Optimization Generate reports for end-user consumption General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and LINUX operating systems (from a user perspective) BMC TrueSight Capacity Optimization 10.3: What s New WBT 259

263 TRUESIGHT BMC TRUESIGHT CAPACITY OPTIMIZATION 10.3: WHAT S NEW ASSR-COWN-1030 BMC TrueSight Capacity Optimization 10.3 Web-based Training (WBT) 1 Hour Administrators Capacity Planners Developers The BMC TrueSight Capacity Optimization 10.3: What s New course familiarizes the learners with the following enhancements in BMC TrueSight Capacity Optimization 10.3: Reservation-Aware Capacity Management OpenStack and Amazon AWS Connector Enhancements in visualization analytics This interactive web-based training includes demonstrations that reinforce the learning experience. Describe the Reservation-Aware Capacity Management functionality Explain the enhancements in visualization analytics Explain the functionality of OpenStack connector and Amazon AWS connector in a cloud environment General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and LINUX operating systems (from a user perspective) 260

264 TRUESIGHT BMC TRUESIGHT IT DATA ANALYTICS 1.X: GETTING STARTED ASSR-TDAF-0100 BMC TrueSight IT Data Analytics 1.1 Web-Based Training (WBT) 1 Hour Administrators Users The BMC TrueSight IT Data Analytics 1.x: Getting Started course familiarizes learners with the purpose, architecture, components, features, functionality, and benefits of BMC TrueSight IT Data Analytics. This web-based training includes flow diagrams, system diagrams, illustrations, interactions, and demonstrations to present course material. This training presents information on BMC TrueSight IT Data Analytics, that aims to familiarize product users and administrators with: Purpose and significance of BMC TrueSight IT Data Analytics Components and architecture of BMC TrueSight IT Data Analytics Features and functionalities of BMC TrueSight IT Data Analytics Integrations possible with BMC TrueSight IT Data Analytics General knowledge of the Internet Protocol Suite (TCP/IP) General understanding of Microsoft Windows and UNIX operating systems (from a user perspective) General knowledge of networking hardware and architecture 261

265 TRUESIGHT ENTUITY 14.5: ADMINISTRATION ENTU-ADMN-0145 TrueSight Operations Management COURSE Partner-Delivered Course Instructor-Led Training (ILO/ILT) This is a partner-led course intended for administrators who will be installing, patching and upgrading Entuity servers. The course also covers server start-up and shutdown, user account management including LDAP configuration, backup strategies and services configuration. Review the detailed Course Outline and register through BMC at or visit com. 8 Hours 262

266 TRUESIGHT ENTUITY 14.5: CUSTOM REPORTING ENTU-CMRPT-0145 TrueSight Operations Management COURSE Partner-Delivered Course Instructor-Led Training (ILO/ILT) 8 Hours This is a partner-led course for students to be able to fully utilize the Custom Reporting tool available in Entuity Student should complete the courses Entuity user 1 and Entuity User 2 and have mastered the following subjects before taking this course: General Navigation of Entuity s user interface The Drop Box Scheduling Reports The Explorer Advanced Tab Basic scripting or programming skills will be advantageous, though not required, to take this course. Review the detailed Course Outline and register through BMC at or visit com

267 TRUESIGHT ENTUITY 14.5: EMS ENTU-EMS-0145 TrueSight Operations Management COURSE Partner-Delivered Course Instructor-Led Training (ILO/ILT) This is a partner-led course for students interested in the Entuity Event Management System. On completion of this course, students will understand how Events are routed through EMS to open and close Incidents. Students will also be able to add and modify existing Events, Incidents, Rules, Conditions and Actions. Students will further be able to configure the Open Trap Receiver so that SNMP traps can be managed. Review the detailed Course Outline and register through BMC at or visit com. 8 Hours 264

268 TRUESIGHT ENTUITY 14.5: USER 1 ENTU-USER TrueSight Operations Management COURSE Partner-Delivered Course Instructor-Led Training (ILO/ILT) This is a partner-led course. On completion of this course, the student will be able to fully utilize the read only capabilities of Entuity Review the detailed Course Outline and register through BMC at or visit com. 8 Hours 265

269 TRUESIGHT ENTUITY 14.5: USER 2 ENTU-USER TrueSight Operations Management COURSE Partner-Delivered Course Instructor-Led Training (ILO/ILT) This is a partner-led course and the second user training day as follow on to ENTUITY 14.5 USER 1. Emphasis is on power user features of the product, building on lessons learned on day one. On completion of this course the student will be able to fully utilize the capabilities of Entuity Administrators will also gain an appreciation of each power user feature and when it is appropriate to enable them in a user s account. Review the detailed Course Outline and register through BMC at or visit com. 8 Hours 266

270 TRUESIGHT HARDWARE MONITORING WITH HARDWARE SENTRY KM FOR PATROL SEN-MSHW-010 None Instructor-Led Training (ILO/ILT) Partner-Delivered Course 3 Days IT Administrators Understanding of PATROL Consoles or BMC ProactiveNet Performance Management Environment Knowledge of Windows/Linux Operating Systems (Services, Agents) Understanding of the basics of protocols: SNMP, WMI, and WBEM Knowledge of command line interfaces Familiarity with server hardware (CPU, Memory Module, Physical Disk, Disk Controller, Fan, Voltage Sensor, Power Supply, etc.) This is a partner-led course, providing IT administrators with detailed technical knowledge of the structure, installation, operation, and troubleshooting of the powerful hardware monitoring features offered by Hardware Sentry KM for PATROL within their PATROL Console or their BMC ProactiveNet Performance Management environment. Using a workshop environment, group discussions, and use-cases based guided lab exercises, participants analyze, determine, and perform the necessary steps to install and configure a hardware monitoring solution that help align your IT with ITIL strategies, and build a reliable foundation on which to base your business-critical systems. Review the Course Modules and register through BMC at or visit net. Describe Hardware Sentry application usage and processes Identify Hardware Sentry architecture components Describe installation prerequisites Perform post-installation tasks Describe the concept of hardware connectors Identify the protocols involved in hardware monitoring Understand hardware monitoring concepts List administration tasks Operate Hardware Sentry KM within the BMC framework Understand event generation Manage thresholds Analyze the power consumption of the Data Center Validate metrics and performance value accuracy 267

271 TRUESIGHT MONITORING APPLICATIONS WITH MONITORING STUDIO KM FOR PATROL SEN-SWSY-030 None Instructor-Led Training (ILO/ILT) Partner-Delivered Course 3 Days IT Administrators Understanding of PATROL Consoles or BMC ProactiveNet Performance Management environment Knowledge of Windows/Linux operating systems (Services, Agents) Basic understanding of protocols: JMX, SNMP, WBEM, and WMI Knowledge of command line interfaces This is a partner-led course, providing IT administrators with a detailed technical knowledge of the structure, installation, operation, and troubleshooting of the application monitoring features offered by Monitoring Studio KM for PATROL within the PATROL Console or the BMC ProactiveNet Performance Management environment. Using a workshop environment, group discussions, and use-case based guided lab exercises, participants analyze, determine, and perform the necessary steps to install and configure Monitoring Studio KM for PATROL to monitor almost any application for which there is no out-of-the-box monitoring available with no coding. Review the Course Modules and register through BMC at or visit net. Describe Monitoring Studio application usage Describe installation prerequisites Understand how data is collected, metrics extracted, and thresholds set Operate Monitoring Studio within the BMC framework Monitor processes, file systems, folders, files, log files, web-based applications, Windows events, and Windows Services Analyze command lines, WBEM and WMI queries, Web requests, and database queries Extract actual values from a source of information Apply multi-parameter formulas to collected values Verify file security and the health of JMX-enabled applications Understand event generation Manage thresholds and alert actions 268

272 TRUESIGHT STORAGE MONITORING WITH SENTRY HARDWARE AND STORAGE SOLUTIONS SEN-STOM-020 None Instructor-Led Training (ILO/ILT) Partner-Delivered Course 3 Days SAN Administrators Understanding of PATROL Consoles or BMC ProactiveNet Performance Management environment Knowledge of Windows/Linux operating systems (Services, Agents) Understanding of the basics of protocols: SNMP, WBEM, and WMI Knowledge of command line interfaces Familiarity with SAN infrastructure and common operating functionality This is a partner-led course, providing IT administrators with a detailed technical knowledge of the structure, installation, operation, and troubleshooting of the powerful SAN monitoring features offered by the Sentry Software Storage Monitoring Solution within their PATROL Console or their BMC ProactiveNet Performance Management environment. Using a workshop environment, group discussions, and use-cases based guided lab exercises, participants analyze, determine, and perform the necessary steps to install and configure a SAN monitoring solution that helps align their IT with ITIL strategies and build a reliable foundation on which to base business-critical systems. Review the Course Modules and register through BMC at or visit net. Describe Hardware Sentry application usage and processes Describe the Storage Monitoring Solution applications usage Discover the architecture components Describe installation prerequisites Perform post-installation tasks Understand storage performance monitoring concepts List administration tasks Operate the solution within the BMC framework Manage thresholds Discover reporting features Validate metrics and performance value accuracy Review how to design and implement a suitable BPPM architecture for monitoring 269

273 BMC Mainframe Products

274 Learning Opportunities for Mainframe Customers BMC provides a variety of mainframe products and solutions to deliver fast, reliable IT service. More than 300+ educational videos, 2-10 minutes in length, are available on the BMC Software Mainframe channel: In addition, find product demonstrations and tutorial videos in the Quick Course Library: The Quick Course Library includes a list of videos for each of the following product families: 271

275 BMC APPLICATION RESTART CONTROL PRODUCTS Application Restart Control Application Restart Control for VSAM BMC INSTALLATION SYSTEM BMC MAINVIEW PRODUCTS Capacity Management for Mainframes CMF Monitor MainView MainView Alarm Management MainView AutoOperator MainView Batch Optimizer MainView Console Automation MainView Console Management MainView Explorer MainView for CICS MainView for DB2 MainView for DBCTL MainView for IMS MainView for IP MainView for Linux Servers MainView for UNIX System Services MainView for WebSphere Application Server BMC MAINVIEW PRODUCTS MainView for WebSphere MQ MainView for z/os MainView SecureHMC MainView SRM MainView SRM Allocation MainView SRM Automation MainView SRM Reporting MainView Transaction Analyzer BMC PRODUCTS FOR DB2 Apptune Catalog Manager Change Manager Copy Plus DASD Manager Plus Extended Buffer Manager LoadPlus for DB2 Log Master MainView for DB2 Opertune Performance for DB2 SQL Performance products Pool Advisor Recover Plus Recovery Management Recovery Manager Reorg Plus SQL Explorer SQL Performance Unload Plus for DB2 Workbench for DB2 BMC PRODUCTS FOR IMS Application Accelerator Backup and Recovery for IMS Database Director Database Integrity Plus Database Management Infrastructure Eclipse products Extended Terminal Assist Fast Path Analyzer/EP HALO iextract Log Analyzer MainView for IMS MAXM Database Advisor Message Advisor Partitioned Database Facility Pointer Checker Plus Recovery Advisor 272

276 IT Transformation

277 IT TRANSFORMATION AIRPORT SIMULATION BSM INTERNATIONAL ITIL-ASIM-0100 None Instructor-Led Training (ILO/ILT) Partner-Delivered Course 1 Day ITIL Process Practitioners ITIL Process Owners You are assumed to be involved with the service delivery process, as providers or consumers, and to have a basic understanding of the way the organization works. Airport Simulation BSM International is designed to provide an understanding of IT Service Management processes and functions. This workshop uses simulation and experiential learning to give the student a better understanding of the process requirements that underpin a successful enterprise management or business impact management implementation. At the conclusion of the one-day training, each student will have a better understanding of how the IT Infrastructure Library (ITIL ) best practices can help with the service management needs of their organizations. A successful enterprise management or business impact management project requires more than just technology implementation. Process changes need to be considered to take full advantage of the opportunities created by technology. People, processes, and technology need to be in alignment in order for a business to be effective, efficient, and economical. In addition to offering a new and exciting approach to learning, this simulation enables students to better understand the concepts behind IT Service Management (ITSM) and BMC s Business Service Management (BSM) strategy. Using the latest in experiential learning techniques, students assume various roles as business department leaders and in IT support roles, tasked with aligning business needs to IT and IT to the business in support of an international airport. Time throughout the day is devoted to extracting the lessons learned, thereby giving each member of the group a first-hand understanding of the IT management needs of the business itself and of the issues confronting their colleagues. At the conclusion of the class, the experience of the simulation will be successfully linked to IT Service Management and to the interrelationships of the ITIL processes

278 IT TRANSFORMATION APOLLO 13 AN ITSM CASE EXPERIENCE ITIL-APOL-0100 None Instructor-Led Training (ILO/ILT) Partner-Delivered Course 1 Day The Apollo 13 an ITSM case experience simulation game is an intense, one-day training in which ITIL V3 concepts and processes are experienced through the use of an interactive game. In this training, real life situations taken from the Apollo 13 mission are simulated. You work in a team, playing the roles of the Mission Control Center in Houston. Your mission: bring the crippled spacecraft and its crew safely home. By doing so, you and your colleagues will learn and experience all the benefits of ITIL best practice solutions. This experience puts a team in charge of Apollo 13 leveraging the strengths of ITSM and management skills of the group. Our objective is to provide a cross-organizational view of the critical and practical role that ITSM plays in delivering business value. This simulation provides an opportunity to increase team communication, evolve organizational roles, and develop deeper insights into the role of IT service management within the business environment. IT Employees, IT Managers, and others who need an understanding of IT Service Management Persons responsible for applying best practices or process improvement None 275

279 IT TRANSFORMATION ITIL : AWARENESS ITIL-3FAW-0100 None Web-Based Training (WBT) 3 Hours Individuals wanting an introduction to the IT Infrastructure Library This three-hour course introduces the fourth version of the IT Infrastructure Library (ITIL ) and its proven processes for successfully managing IT infrastructures. Participants gain awareness of ITIL methodologies, concepts, and terminology and become conversant in the business value of ITIL. Introduce the IT Infrastructure Library (ITIL ) Identify ITIL methodologies and basic concepts Identify ITIL terminology Define IT Service Management (ITSM) Identify the Service Lifecycle Identify the purpose of each phase in a lifecycle and corresponding ITIL processes Define the next steps toward increasing ITIL knowledge 276

280 IT TRANSFORMATION ITIL : CONTINUAL SERVICE IMPROVEMENT LIFECYCLE ITIL-CSIL-0100 None Instructor-Led training (ILO/ILT) 4 Days CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers who require a detailed understanding of the ITI L Continual Service Improvement phase of the ITIL core Lifecycle and the affected processes, functions and activities and their application in order to enhance the quality of IT service provision within an organization The intermediate level ITIL : Continual Service Improvement Lifecycle course offers the ability to specialize in the Continual Service Improvement stage of the ITIL Service Lifecycle. It covers an introduction to the Service Lifecycle, the principles, processes, functions and activities within the Continual Service Improvement stage of the ITIL Service Lifecycle, along with technology and implementation considerations. This lifecycle stage focuses on enabling service improvement through a controlled process. An interactive approach is used combining lecture, discussion, and exercises. NOTE: Candidates are required to read the APMG Terms and Conditions carefully before signing up for the class. After taking this course the student will be prepared for the ITIL Intermediate Continual Service Improvement exam and is familiar with and able to apply the following concepts: Introduction to Continual Service Improvement Continual Service Improvement principles Continual Service Improvement process Continual Service Improvement methods and techniques Continual Service Improvement technology related activities Organization and technology for Continual Service Improvement Understanding implementation approaches, challenges, Critical Success Factors and risks An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment 277

281 IT TRANSFORMATION ITIL : EXECUTIVE OVERVIEW ITIL-EXOV-0100 None Instructor-Led Training (ILO/ILT).5 day (approximately 4 hours) ITIL Process Practitioners ITIL Process Owners Familiarity with the service delivery process, as providers or consumers, A basic understanding of the way the organization works What better way to understand the value that implementation of the IT Infrastructure Library (ITIL ) best practices can bring to your organization than to experience it firsthand? This class utilizes a unique combination of executive level lecture and participative simulation to help attendees appreciate the value of the ITIL process framework. ITIL is fast becoming the standard in the industry for planning, provisioning, and support of IT services. Companies use ITIL best practices to enable their people, processes, and technologies to be more effective, efficient, and economical in the delivery and support of business services to customers and users. ITIL helps today s companies realize the overall goal of ITSM IT Service Management and Business Service Management, which is to integrate business objectives with IT. This course gives participants the opportunity to experience ITIL in action, utilizing KOLB experiential learning through a business simulation. The simulation is based upon a business most people are aware of, an Airport with services underpinned by IT such as radar, control tower, etc. This class is a great team-building activity for awareness and at the same time a great way to experience the power of Business and IT alignment firsthand. NOTE: This course is only available as a Private offering. Discuss ITIL versions 1 and 2 and introduce ITIL version 3 Discuss the business value of ITIL, concepts, principles and summarized ITIL processes areas Introduce the best practices and industry guidance with reference to the history of ITIL Give an overview of each of the five books of ITIL Discuss the execution processes, benefits and challenges of ITIL 278

282 IT TRANSFORMATION ITIL : FOUNDATION ITIL-9321E None Web-Based Training (WBT) Hours IT Managers, Executives, and Professionals who want foundation level knowledge of ITIL or are interested in preparing for ITIL Foundation Certification This hour course introduces learners to the Lifecycle of managing IT Services to deliver to business expectations. It offers concrete foundation knowledge of the core disciplines of ITIL. Exclusive course features include the scenario-based training approach, a Quick Reference Card, and a First Aid Kit. The simulation in the course allows participants to attend a Virtual Training Conference at the majestic Royal Chao Phraya Hotel in Bangkok. In this virtual atmosphere, learners attend different conferences hosted by two ITIL Experts. These experts explain the foundations of ITIL. As part of the learner s stay at the hotel, they will have the opportunity to assist the hotel management team with different projects and scenarios that test learner ITIL knowledge. This course was created with the requirements of today s learners in mind. The experience is engaging and offers hands-on practice. The scenarios provide both theoretical and practical knowledge, facilitating an effective method for reinforcement and self-assessment. NOTE: Before signing up for the class, candidates are required to carefully read the APMG Terms and Conditions at: Identify the key principles and concepts of IT Service Management Identify the benefits of implementing ITIL in an organization Identify Service Management processes and understand how they map to the Service Lifecycle Identify the basic concepts and definitions related to the Service Lifecycle Identify the activities and roles involved with the Service Lifecycle Identify the relationships among the components of the Service Lifecycle and understand how they map to other components Identify the factors that affect the effectiveness of the Service Lifecycle 279

283 IT TRANSFORMATION ITIL : FOUNDATION AND EXAMINATION ITIL-3FEI-0100 None Instructor-Led Training (ILO/ILT) 3 Days IT Professionals Managers Executives None This course introduces the IT Infrastructure Library (ITIL ) and the concept of IT Service Management (ITSM). It outlines the processes required to deliver, measure, and improve IT services. This course also provides a comprehensive look at the concepts and terminology necessary for Foundation level understanding of ITIL. NOTE: The ILO version of this course (online) requires participants who want to become certified to take the ITIL : Foundation and Examination course through PSI, BMC s preferred testing facility ( After the online class has been completed, participants will receive an from PSI with details on how to schedule the certification exam with PSI. NOTE: Before signing up for the class, candidates are required to carefully read the APMG Terms and Conditions at Understand Service Management as a practice Comprehend the ITIL Service Lifecycle Identify generic ITIL concepts and definitions Comprehend key ITIL principles and models Identify selected ITIL processes, functions, and roles Identify technology and architecture associated with ITIL processes Have an awareness of competence and training as it relates to the field of IT Increase participant s capacity to pass the ITIL Foundation Certification Exam 280

284 IT TRANSFORMATION ITIL : MANAGING ACROSS THE LIFECYCLE ITIL-3MAL-0100 None Instructor-Led Training (ILO/ILT) 5 Days Candidates who want to be trained and examined for this qualification must have accrued a minimum total of 17 credits: Must already hold the IT Infrastructure Library (ITIL ) Foundation Certificate in IT Service Management (2 credits from the Foundation, plus Bridge Certificate) Have obtained a minimum of 15 credits, from a balanced selection of ITIL Service Lifecycle or Service Capability qualifications This intermediate-level course offers candidates the ability to achieve the ITIL Expert certification upon passing the ITIL : Managing Across the Lifecycle exam. This certification completes the ITIL Intermediate Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the lifecycle practices. Participants will learn to implement, manage, and improve Service Management according to ITIL guidelines. An interactive approach is used, combining lecture, discussion, and exercises. On completion of this certification, the student will earn 5 credits. NOTE: Candidates are required to read the APMG Terms and Conditions carefully before signing up for the class. Introduction to IT Service Management business and managerial issues Managing the planning and Implementation of IT Service Management Managing strategic change Managing Risk Management Managerial functions Understanding organizational challenges Managing Lifecycle project assessment Understanding complementary industry guidance ITIL Foundation certificate 15 credits through formal ITIL intermediate qualifications 281

285 IT TRANSFORMATION ITIL : OPERATIONAL SUPPORT AND ANALYSIS CAPABILITY ITIL-OSAC-0100 None Instructor-Led Training (ILO/ILT) 5 Days IT managers, operational staff, and others requiring a deeper knowledge of or who are involved in the Operational Support and Analysis cluster of processes and functions An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment The intermediate level ITIL Operational Support and Analysis course offers a role-based hands-on experience and in-depth coverage of the Operational Support and Analysis cluster of processes and functions according to ITIL. An interactive approach is used, combining lecture, discussion, and exercises. NOTE: Candidates are required to read the APMG Terms and Conditions carefully before signing up for the class. After taking this course the student will be prepared for the ITIL Intermediate: Operational Support and Analysis exam and will be familiar with and able to apply the following concepts: Service Management as a practice and Service Operation principles The following processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis: Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management Relevant operational activities of processes covered in other lifecycle phases Common Service Operation activities related to Operational Support and Analysis Functions to be performed within Operational Support and Analysis such as: Service Desk, Technical Management, IT Operations Management and Application Management Operational Support and Analysis Roles and Responsibilities Technology and implementation considerations Challenges, Critical Success Factors and risks Continual Service Improvement as a consequence of effective Operational Support and Analysis processes 282

286 IT TRANSFORMATION ITIL : PLANNING, PROTECTION, AND OPTIMIZATION CAPABILITY ITIL-PPOC-0100 None Instructor-Led Training (ILO/ILT) 5 Days IT managers, operational staff, and others requiring a deeper knowledge of or who are involved in the Planning, Protection, and Optimization cluster of processes and functions An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment The intermediate level ITIL : Planning, Protection and Optimization course offers a role based hands-on experience and in-depth coverage of the Planning, Protection, and Optimization cluster of processes and functions according to ITIL. An interactive approach is used combining lecture, discussion, and exercises. NOTE: Candidates are required to read the APMG Terms and Conditions carefully before signing up for the class. After taking this course the student will be prepared for the ITIL Intermediate: Planning, Protection, and Optimization exam and is familiar with and able to apply the following concepts: Service Management as a practice The following processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection and Optimization: Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management, Risk Management for Service Planning, Protection and Optimization Common Service Operation activities related to Planning, Protection, and Optimization Functions to be performed within Planning, Protection, and Optimization Planning, Protection, and Optimization roles and responsibilities Technology and implementation considerations Challenges, Critical Success Factors, and risks Continual Service Improvement as a consequence of effective Planning, Protection, and Optimization 283

287 IT TRANSFORMATION ITIL : SERVICE DESIGN LIFECYCLE ITIL-SDLC-0100 None Instructor-Led Training (ILO/ILT) 4 Days CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers who require a detailed understanding of the ITIL Service Design phase of the ITIL core Lifecycle and the affected processes, functions and activities and their application in order to enhance the quality of IT service provision within an organization The intermediate level ITIL : Service Design Lifecycle course offers the ability to specialize in the Service Design stage of the ITIL Service Lifecycle. It covers an introduction to the Service Lifecycle, the principles, processes, functions, and activities within the Service Design stage of the ITIL Service Lifecycle, along with technology and implementation considerations. This lifecycle stage focuses on enabling Service Delivery by designing services inline with the Service Strategy. An interactive approach is used combining lecture, discussion, and exercises. NOTE: Candidates are required to read the APMG Terms and Conditions carefully before signing up for the class. After taking this course the student will be prepared for the ITIL Intermediate Service Design exam and is familiar with and able to apply the following concepts: Introduction to Service Design Service Design principles Service Design processes Service Design technology related activities Organization and technology for Service Design Understanding implementation approaches, challenges, Critical Success Factors, and risks An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment 284

288 IT TRANSFORMATION ITIL : SERVICE STRATEGY LIFECYCLE ITIL-SSLC-0100 None Instructor-Led Training (ILO/ILT) 4 Days CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination, and integration of strategizing activities within the Service Lifecycle An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment The intermediate level ITIL : Service Strategy Lifecycle course offers the ability to specialize in the Service Strategy stage of the ITIL Service Lifecycle. It covers an introduction to the Service Lifecycle, the principles, processes, functions and activities within the Service Strategy stage of the ITIL Service Lifecycle, along with technology and implementation considerations. This lifecycle stage focuses on the value of IT services and how to achieve alignment with business goals. An interactive approach is used combining lecture, discussion, and exercises. NOTE: Candidates are required to read the APMG Terms and Conditions carefully before signing up for the class. After taking this course the student will be prepared for the ITIL Intermediate Service Strategy exam and will be familiar with and able to apply the following concepts: Leading discussions on Service Strategy Defining services and market spaces Conducting strategic analysis Applying Financial Management Managing demand Driving strategy through the Service Lifecycle Understanding Critical Success Factors and risks 285

289 BMC Certifications

290 BLADELOGIC SERVER AUTOMATION BMC CERTIFIED EXPERT: BMC SERVER AUTOMATION: 8.2 PRACTICAL EXAM AUTO-CERT-SA82-EP CERTIFICATION NAME BMC Certified Expert for BMC Server Automation REQUIRED Earn the designation of BMC Certified Professional for BMC Server Automation 8.2 Pass the BMC Certified Expert: BMC Server Automation 8.2 Online Assessment Individuals responsible for implementing BMC Server Automation 8.2 PRACTICAL EXAM DETAILS Exam duration is 5 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop PURPOSE OF EXAM Companies implementing BMC Server Automation realize full value only when their solution is effectively implemented. To ensure implementations are performed to best practice standards, BMC Software maintains a technical certification program. The BMC Certified Expert for BMC Server Automation practical exam will validate the technical competencies and expertise needed to configure the major use cases of BMC Server Automation (BSA) along with the generation of reports in the reporting module, BMC Decision Support for Server Automation (BDSSA). SKILLS TESTED Participants will be tested on their ability to perform the following skills: Perform RBAC configuration based on customer requirements Use General Workspace Organization best practices Implement Windows and Linux bare-metal provisioning Perform full-stack provisioning, including OS patching, application deployment and policy compliance Perform general BSA administration Demonstrate ability to leverage NSH and the BLCLI to automate various use cases Define custom reports in BDSSA based on customer requirements Troubleshoot various non-working BSA environments 287

291 BLADELOGIC SERVER AUTOMATION BMC CERTIFIED PROFESSIONAL: BLADELOGIC SERVER AUTOMATION 8.5 ONLINE ASSESSMENT AUTO-CERT-BSA85-PA CERTIFICATION NAME BMC Certified Professional for BladeLogic Server Automation 8.5 REQUIRED None Individuals preparing for the BMC Certified Professional: BladeLogic Server Automation 8.5 Practical Exam DETAILS Participants will have access to the certification online assessment for a period of 90 days Participants will have up to three opportunities to pass the certification online assessment PURPOSE OF CERTIFICATION ONLINE ASSESSMENT The BMC Certified Professional: BladeLogic Server Automation 8.5 Online Assessment is a prerequisite to taking the BMC Certified Professional: BladeLogic Server Automation 8.5 Practical Exam, and is the first step to obtaining BMC Certified Professional for BladeLogic Server Automation 8.5 certification. The certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. SKILLS TESTED Participants will be tested on their knowledge of the following: Installation of BladeLogic Server Automation and BladeLogic Decision Support for Server Automation Core BladeLogic Server Automation configuration, including ACLs and folders Patching Software deployment Audit & Compliance Reporting 288

292 ATRIUM AUTO-CERT-AD10-PA CERTIFICATION NAME BMC Certified Professional for BMC Atrium Discovery and Dependency Mapping REQUIRED None Individuals responsible for implementing the BMC Atrium Discovery and Dependency Mapping solution Individuals preparing for the BMC Certified Professional: BMC Atrium Discovery and Dependency Mapping Practical Exam BMC CERTIFIED PROFESSIONAL: BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.X ONLINE ASSESSMENT PURPOSE OF CERTIFICATION ONLINE ASSESSMENT The BMC Certified Professional: BMC Atrium Discovery and Dependency Mapping 10.x Online Assessment is a prerequisite to taking the BMC Certified Professional: BMC Atrium Discovery and Dependency Mapping 10.x Online Practical Exam, and is the first step to obtaining BMC Certified Professional for BMC Atrium Discovery and Dependency Mapping certification. The certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. SKILLS TESTED Participants will be tested on their knowledge of the following: BMC Atrium Discovery and Dependency Mapping General Concepts User Interface and Dashboards Discovery Administration Patterns ONLINE ASSESSMENT DETAILS Participants will have access to the certification online assessment for a period of 90 days Participants will have up to three opportunities to pass the certification online assessment 289

293 ATRIUM AUTO-CERT-AD10-PP CERTIFICATION NAME BMC Certified Professional for BMC Atrium Discovery and Dependency Mapping REQUIRED BMC Certified Professional: BMC Atrium Discovery and Dependency Mapping 10.x Online Assessment Individuals responsible for implementing the BMC Atrium Discovery and Dependency Mapping solution PRACTICAL EXAM DETAILS Exam duration is 5 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop BMC CERTIFIED PROFESSIONAL: BMC ATRIUM DISCOVERY AND DEPENDENCY MAPPING 10.X PRACTICAL EXAM PURPOSE OF EXAM The BMC Certified Professional for BMC Atrium Discovery and Dependency Mapping certification will validate the technical competencies and expertise needed to successfully deploy and configure BMC Atrium Discovery and Dependency Mapping for a set of defined use cases. SKILLS TESTED Participants will be tested on their ability to perform the following skills: Installation of Atrium Discovery and Dependency Mapping 10.x components Configuration of core Atrium Discovery and Dependency Mapping functionality Discovery configuration and Basic Management Software Instance and Application Modeling Clustering & Fault Tolerance Troubleshooting The Pattern Language (TPL) CMDB Synchronization Reporting 290

294 TRUESIGHT BMC CERTIFIED PROFESSIONAL: BMC CAPACITY OPTIMIZATION 9.X ONLINE ASSESSMENT ASSR-CERT-BC09-PA CERTIFICATION NAME BMC Certified Professional for BMC Capacity Optimization 9.x REQUIRED None Individuals preparing for the BMC Certified Professional: BMC Capacity Optimization 9.x Practical Exam DETAILS Participants will have access to the certification online assessment for a period of 90 days Participants will have up to three opportunities to pass the certification online assessment PURPOSE OF CERTIFICATION ONLINE ASSESSMENT The BMC Certified Professional: BMC Capacity Optimization 9.x Online Assessment is a prerequisite to taking the BMC Certified Professional: BMC Capacity Optimization 9.x Practical Exam, and is the first step to obtaining BMC Certified Professional for BMC Capacity Optimization 9.x certification. The certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. SKILLS TESTED Participants will be tested on their knowledge of the following: BMC Capacity Optimization (BCO) 9.x Key concepts of BCO 9.x Installation and configuration Standard BCO connectors Analyses and models Basic reporting and views 291

295 TRUESIGHT BMC CERTIFIED PROFESSIONAL: BMC CAPACITY OPTIMIZATION 9.X PRACTICAL EXAM ASSR-CERT-BC09-PP CERTIFICATION NAME BMC Certified Professional for BMC Capacity Optimization 9.x REQUIRED Pass the BMC Certified Professional: BMC Capacity Optimization 9.x Online Assessment Individuals responsible for implementing BMC Capacity Optimization 9.x PRACTICAL EXAM DETAILS Exam duration is 5 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop PURPOSE OF EXAM Companies implementing BMC Capacity Optimization realize full value only when their solution is effectively implemented. To ensure implementations are performed to best practice standards, BMC Software maintains a technical certification program. The BMC Certified Professional for BMC Capacity Optimization practical exam will validate the technical competencies and implementation methods needed to successfully implement out-of-the-box (OOTB) baseline functionality for BMC Capacity Optimization. SKILLS TESTED Participants will be tested on their ability to perform the following skills: Install BMC Capacity Optimization (BCO) components Configure BCO Standard ETLs Generic ETLs Data warehouse Use BCO Create analyses Create models Create basic reports Create views 292

296 CLIENT MANAGEMENT BMC CERTIFIED PROFESSIONAL: BMC CLIENT MANAGEMENT 12.X PRACTICAL EXAM NUMA-CERT-CM12-PP CERTIFICATION NAME BMC Certified Professional for BMC Client Management v12.x BMC Client Management 12.x: Boot Camp (ILT) BMC Accredited Administrator: BMC Client Management 12.x Exam (passing score) Individuals responsible for implementing BMC Client Management 12.x PRACTICAL EXAM DETAILS Exam duration is 2 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop PURPOSE OF EXAM Companies implementing BMC Client Management realize full value only when their solution is effectively implemented. To ensure implementations are performed to best practice standards, BMC Software maintains a technical certification program. The BMC Certified Professional: BMC Client Management 12.x Practical Exam will validate the technical competencies and implementation methods needed to successfully implement the functionality for BMC Client Management 12.x. SKILLS TESTED Participants will be tested on their ability to perform the following: Performing a baseline installation of BMC Client Management 12.x components on Windows systems Configuring the Core environment Configuring Device Groups Configuring Asset Discovery Configuring Rollouts Configuring Financial Asset Management Configuring Patch Management Configuring Software Deployment Configuring OS Deployment Configuring Operational Rules Configuring Application Management Configuring Compliance Management Configuring Alerts and Events 293

297 CLDS-CERT-CL03-PA CLOUD LIFECYCLE MANAGEMENT CERTIFICATION NAME BMC Certified Professional for BMC Cloud Lifecycle Management REQUIRED None Individuals preparing for the BMC Certified Professional: BMC Cloud Lifecycle Management 3.x Practical Exam DETAILS Participants will have access to the certification online assessment for a period of 90 days Participants will have up to three opportunities to pass the certification online assessment BMC CERTIFIED PROFESSIONAL: BMC CLOUD LIFECYCLE MANAGEMENT 3.X ONLINE ASSESSMENT (FOR EMPLOYEES AND PARTNERS ONLY) PURPOSE OF CERTIFICATION ONLINE ASSESSMENT The BMC Certified Professional: BMC Cloud Lifecycle Management 3.x Online Assessment is a prerequisite to taking the BMC Certified Professional: BMC Cloud Lifecycle Management 3.x Practical Exam, and is the first step to obtaining BMC Certified Professional for BMC Cloud Lifecycle Management certification. The certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. NOTE: The BMC Certified Professional for BMC Cloud Lifecycle Management certification is for BMC Software Partners only. SKILLS TESTED Participants will be tested on their knowledge of the following: Configuring the Cloud Lifecycle Management solution* Building Service Blueprints and Service Catalog entries Using tagging to control the deployment of services Provisioning services based on the Blueprints Implementing post deployment options and actions Leveraging parameters and tokens to pass data within Cloud Lifecycle Management (CLM) Sequencing the installation of software NOTE: Each participant will be provided with a pre-installed CLM stack to configure (installation is NOT part of the exam). The QuickStart configuration tool will NOT be available for use during the practical exam

298 CLDS-CERT-CL03-PP CLOUD LIFECYCLE MANAGEMENT CERTIFICATION NAME BMC Certified Professional for BMC Cloud Lifecycle Management REQUIRED Pass the BMC Certified Professional: BMC Cloud Lifecycle Management 3.x Online Assessment A valid BMC Support ID is required Individuals responsible for implementing BMC Cloud Lifecycle Management PRACTICAL EXAM DETAILS Exam duration is 32 hours Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop BMC CERTIFIED PROFESSIONAL: BMC CLOUD LIFECYCLE MANAGEMENT 3.X PRACTICAL EXAM (FOR BMC EMPLOYEES AND PARTNERS ONLY) PURPOSE OF EXAM BMC Cloud Lifecycle Management provides the foundation for a strong, flexible, and valuable cloud infrastructure that supports IT operations and delivers exceptional service quality to the business. Consultants implementing BMC Cloud Lifecycle Management realize full value only when their solution is successfully implemented. The BMC Certified Professional for BMC Cloud Lifecycle Management certification will validate the technical competencies and expertise needed to successfully deploy and configure BMC Cloud Lifecycle Management for a set of defined-use cases. NOTE: The BMC Certified Professional for BMC Cloud Lifecycle Management certification is for BMC Software Partners only. SKILLS TESTED Participants will be tested on their ability to perform the following: Post-Install configuration of the Cloud Lifecycle Management solution Building Service Blueprints and Service Catalog entries Using tagging to control the deployment of services Provisioning Services based on the Blueprints Implementing post deployment options and actions Leveraging parameters and tokens to pass data within Cloud Lifecycle Management (CLM) Sequencing the installation of software CLM troubleshooting, operational maintenance, and system integration NOTE: Each participant will be provided with a pre-installed CLM stack to configure. The QuickStart configuration tool will NOT be available for use during the practical exam. The CLM Stack used for the exam is installed on RedHat Linux

299 CLOUD LIFECYCLE MANAGEMENT BMC CERTIFIED PROFESSIONAL: BMC CLOUD LIFECYCLE MANAGEMENT 4.X ONLINE ASSESSMENT CLDS-CERT-CL04-PA CERTIFICATION NAME BMC Certified Professional for BMC Cloud Lifecycle Management REQUIRED None Individuals preparing for the BMC Certified Professional: BMC Cloud Lifecycle Management 4.x Practical Exam DETAILS Participants will have access to the certification online assessment for a period of 90 days Participants will have up to three opportunities to pass the certification online assessment. PURPOSE OF CERTIFICATION ONLINE ASSESSMENT The BMC Certified Professional: BMC Cloud Lifecycle Management 4.x Online Assessment is a prerequisite to taking the BMC Certified Professional: BMC Cloud Lifecycle Management 4.x Practical Exam, and is the first step to obtaining BMC Certified Professional for BMC Cloud Lifecycle Management certification. The certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. SKILLS TESTED Participants will be tested on their knowledge of the following: Configuring the Cloud Lifecycle Management Solution Building Service Blueprints and Service Catalog entries Using tagging to control the deployment of services Provisioning services based on the Blueprints Implementing post-deployment options and actions Leveraging parameters and tokens to pass data within CLM Sequencing the installation of software 296

300 CLOUD LIFECYCLE MANAGEMENT BMC CERTIFIED PROFESSIONAL: BMC CLOUD LIFECYCLE MANAGEMENT 4.X PRACTICAL EXAM CLDS-CERT-CL04-PP CERTIFICATION NAME BMC Certified Professional for BMC Cloud Lifecycle Management REQUIRED Pass the BMC Certified Professional: BMC Cloud Lifecycle Management 4.x Online Assessment Individuals responsible for implementing the BMC Cloud Lifecycle solution PRACTICAL EXAM DETAILS Exam duration is 5 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop PURPOSE OF EXAM BMC Cloud Lifecycle Management provides the foundation for a strong, flexible, and valuable Cloud infrastructure that supports IT operations and delivers exceptional service quality to the business. Consultants implementing BMC Cloud Lifecycle Management realize full value only when their solution is successfully implemented. The BMC Certified Professional for BMC Cloud Lifecycle Management certification will validate the technical competencies and expertise needed to successfully deploy and configure BMC Cloud Lifecycle Management for a set of defined-use cases. SKILLS TESTED Participants will be tested on their knowledge of the following: Post-Install configuration of the Cloud Lifecycle Management Solution Building Service Blueprints and Service Catalog entries Using tagging to control the deployment of services Provisioning Services based off of the Blueprints Implementing post-deployment options and actions Leveraging parameters and tokens to pass data within CLM Sequencing the installation of software CLM Troubleshooting, operational maintenance, and system integration NOTE: Each participant will be provided with a pre-installed CLM stack to configure. The CLM Stack used for the exam is installed on RedHat Linux

301 CONTROL-M BMC CERTIFIED PROFESSIONAL: BMC CONTROL-M WORKLOAD AUTOMATION 8.0 ONLINE ASSESSMENT AUTO-CERT-WA08-PA CERTIFICATION NAME BMC Certified Professional for BMC Control-M Workload Automation 8.0 REQUIRED None Individuals preparing for the BMC Certified Professional: BMC Control-M Workload Automation 8.0 Practical Exam DETAILS Participants will have access to the certification online assessment for a period of 90 days Participants will have up to three opportunities to pass the certification online assessment PURPOSE OF CERTIFICATION ONLINE ASSESSMENT The BMC Certified Professional: BMC Control-M Workload Automation 8.0 Online Assessment is a prerequisite to taking the BMC Certified Professional: BMC Control-M Workload Automation 8.0 Practical Exam, and is the first step to obtaining BMC Certified Professional for BMC Control-M Workload Automation certification. The certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. SKILLS TESTED Participants will be tested on their knowledge of the following: Understanding of the BMC Control-M Workload Automation architecture Installation of BMC Control-M Workload Automation 8.0 Installation of plug-ins and add-ons into a Control-M environment Configuration and connection of Control-M components that comprise a Control-M environment Configuration settings to further refine the Control-M environment, such as configuration of New Day processing or time zone settings Control-M security concepts, including the creation and management of users and groups Use of Control-M utilities for the management of environment Use of the Control-M Workload Automation interface for the creation, management and monitoring of jobs within a batch processing environment 298

302 CONTROL-M BMC CERTIFIED PROFESSIONAL: BMC CONTROL-M WORKLOAD AUTOMATION 8.0 PRACTICAL EXAM AUTO-CERT-WA08-PP CERTIFICATION NAME BMC Certified Professional for BMC Control-M Workload Automation 8.0 REQUIRED Pass the BMC Certified Professional: BMC Control-M Workload Automation 8.0 Online Assessment Individuals responsible for implementing BMC Control-M Workload Automation 8.0 PRACTICAL EXAM DETAILS Exam duration is 4 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop PURPOSE OF EXAM Companies implementing BMC Control-M Workload Automation realize full value only when their solution is effectively implemented. To ensure implementations are performed to best practice standards, BMC Software maintains a technical certification program. The BMC Certified Professional for BMC Control-M Workload Automation practical exam will validate the technical competencies and implementation methods needed to successfully implement out-of-the-box (OOTB) baseline functionality for BMC Control-M Workload Automation. SKILLS TESTED Participants will be tested on their ability to perform the following: Performing a baseline installation of BMC Control-M Workload Automation 8.0 components on both Windows and Linux environments Performing the installation of Control-M plug-ins and add-ons, including BMC Control-M Batch Impact Manager, Control-M/Forecast, BMC Control-M Self Service, and BMC Control-M for Advanced File Transfer, into a Control-M environment Configuring and refining of the Control-M environment, which includes the managing and monitoring of Control-M processes and components Using Control-M Workload Automation components to define a batch processing environment that addresses provided requirements 299

303 FOOTPRINTS SERVICE CORE BMC CERTIFIED PROFESSIONAL: BMC FOOTPRINTS SERVICE CORE 12.X PRACTICAL EXAM NUMA-FPSCPE-0120 CERTIFICATION NAME BMC Certified Professional for BMC FootPrints Service Core 12.x REQUIRED BMC FootPrints Service Core 12.x: Boot Camp BMC Accredited Administrator: BMC FootPrints Service Core 12.x Exam (passing score) Individuals responsible for implementing BMC FootPrints Service Core 12.x PRACTICAL EXAM DETAILS Exam duration is 2 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop PURPOSE OF EXAM Companies implementing BMC FootPrints Service Core realize full value only when their solution is effectively implemented. To ensure implementations are performed to best practice standards, BMC Software maintains a technical certification program. The BMC Certified Professional: BMC FootPrints Service Core 12.x Professional Certification Exam will validate the technical competencies and implementation methods needed to successfully implement the functionality for BMC FootPrints Service Core 12.x. SKILLS TESTED Participants will be tested on their ability to perform the following: Creating a baseline installation of BMC FootPrints Service Core 12.x components on Windows Configuring and refining the FootPrints Service Core environment, which includes the managing and monitoring of processes and components Configuring fields, forms, and the linking between Incident, Problem, and Change Management tickets Configuring and how it relates to tickets Configuring Service Level Management and Service Level Agreements Configuring Knowledge Management Configuring and reviewing reporting capabilities 300

304 TRUESIGHT BMC CERTIFIED PROFESSIONAL: BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.X ONLINE ASSESSMENT ASSR-PNPM-0900-PA CERTIFICATION NAME BMC Certified Professional for ProactiveNet Performance Management 9.x REQUIRED None Individuals preparing for the BMC Certified Professional for ProactiveNet Performance Management 9.x Practical Exam DETAILS Participants will have access to the certification online assessment for a period of 90 days Participants will have up to three opportunities to pass the certification online assessment PURPOSE OF CERTIFICATION ONLINE ASSESSMENT The BMC Certified Professional: BMC ProactiveNet Performance Management 9.x Online Assessment is a prerequisite to taking the BMC Certified Professional: ProactiveNet Performance Management 9.x Practical Exam, and is the first step to obtaining BMC Certified Professional for ProactiveNet Performance Management 9.x certification. The certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. SKILLS TESTED Participants will be tested on their knowledge of the following: BPPM 9.0 Data Collection with PATROL ProactiveNet Analytics Event and Impact Management Central Administration 301

305 TRUESIGHT BMC CERTIFIED PROFESSIONAL: BMC PROACTIVENET PERFORMANCE MANAGEMENT 9.X PRACTICAL EXAM ASSR-PNPM-0900-PP CERTIFICATION NAME BMC Certified Professional for BMC ProactiveNet Performance Management 9.x REQUIRED Pass the BMC Certified Professional: BMC ProactiveNet Performance Management 9.x Online Assessment Individuals responsible for implementing BMC ProactiveNet Performance Management 9.0 PURPOSE OF EXAM The BMC Certified Professional: ProactiveNet Performance Management 9.x Practical Exam will validate the technical competencies and implementation methods needed to successfully implement out-of-the-box (OOTB) baseline functionality for BMC ProactiveNet Performance Management. SKILLS TESTED Participants will be tested on their ability to perform the following skills: Install BPPM components Configure BPPM PATROL Data Collection ProactiveNet Analytics Event and Impact Management Central Monitoring Administration PRACTICAL EXAM DETAILS Exam duration is 5 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop 302

306 REMEDY BMC CERTIFIED PROFESSIONAL: BMC REMEDY SERVICE DESK AND CHANGE MANAGEMENT 8.X PRACTICAL EXAM SPPT-CERT-SDC8-PP CERTIFICATION NAME BMC Certified Professional for BMC Remedy Service Desk and Change Management 8.x REQUIRED Pass the BMC Certified Professional: BMC Remedy Service Desk and Change Management 8.x Online Assessment Individuals responsible for implementing BMC Remedy Service Desk and Change Management 8.x PRACTICAL EXAM DETAILS Exam duration is 5 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop PURPOSE OF EXAM Companies implementing BMC Remedy Service Desk and Change Management realize full value only when their solution is effectively implemented. To ensure implementations are performed to best practice standards, BMC Software maintains a technical certification program. The BMC Certified Professional for BMC Remedy Service Desk and Change Management practical exam will validate the technical competencies and implementation methods needed to successfully implement out-of-the-box (OOTB) baseline functionality for BMC Remedy Service Desk and Change Management. SKILLS TESTED Participants will be tested on their ability to perform the following skills: Installation of the BMC Remedy AR Server and related components Installation on both Windows and Linux environments Installation of the BMC Remedy Service Desk and Change Management applications Configuration of Service Desk and Change Management Load/analyze foundation data to support the use of Incident Management, Problem Management, Change Management, and Release Management Configure Assignment Rules Configure Templates Configure rule-based functionality Demonstration of the functioning applications components, based on the provided use case 303

307 REMEDY SPPT-CERT-SDC8-PA CERTIFICATION NAME BMC Certified Professional for BMC Remedy Service Desk and Change Management 8.x REQUIRED None Individuals preparing for the BMC Certified Professional: BMC Remedy Service Desk and Change Management 8.x Practical Exam BMC CERTIFIED PROFESSIONAL: BMC REMEDY SERVICE DESK & CHANGE MANAGEMENT 8.X ONLINE ASSESSMENT PURPOSE OF CERTIFICATION ONLINE ASSESSMENT The BMC Certified Professional: BMC Remedy Service Desk and Change Management 8.x Online Assessment is a prerequisite to taking the BMC Certified Professional: BMC Remedy Service Desk and Change Management 8.x Practical Exam, and is the first step to obtaining BMC Certified Professional for BMC Remedy Service Desk and Change Management 8.x certification. The certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. SKILLS TESTED Participants will be tested on their knowledge of the following: BMC Remedy Service Desk and Change Management 8.x Key concepts of BMC Remedy Service Desk and Change Management Installation and configuration Standard configuration of the Remedy AR Server components DETAILS Participants will have access to the certification online assessment for a period of 90 days Participants will have up to three opportunities to pass the certification online assessment 304

308 REMEDYFORCE BMC CERTIFIED PROFESSIONAL: BMC REMEDYFORCE 2014 ONLINE ASSESSMENT SPPT-CERT-RFSP14-PA CERTIFICATION NAME BMC Certified Professional for BMC Remedyforce 2014 REQUIRED Salesforce.com DEV 401 Certification Individuals preparing for the BMC Certified Professional: BMC Remedyforce 2014 Practical Exam DETAILS Participants will have access to the certification online assessment for a period of 90 days Participants will have up to three opportunities to pass the certification online assessment. PURPOSE OF CERTIFICATION ONLINE ASSESSMENT The BMC Certified Professional: BMC Remedyforce 2014 Online Assessment is a prerequisite to taking the BMC Certified Professional: BMC Remedyforce 2014 Practical Exam, and is the first step to obtaining BMC Certified Professional for BMC Remedyforce 2014 certification. The certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. SKILLS TESTED Participants will be tested on their knowledge of the following: Configuring and refining the Remedyforce environment, which includes the managing and monitoring of processes and components Configuring fields, forms, and the linking between Incident, Problem, and Change Management tickets Configuring and how it relates to tickets Configuring Service Level Management and Service Level Agreements Configuring Knowledge Management Configuring and reviewing reporting capabilities 305

309 REMEDYFORCE BMC CERTIFIED PROFESSIONAL: BMC REMEDYFORCE 2014 PRACTICAL EXAM SPPT-CERT-RFSP14-PP CERTIFICATION NAME BMC Certified Professional for BMC Remedyforce 2014 REQUIRED Pass the BMC Certified Professional: BMC Remedyforce 2014 Online Assessment Salesforce.com DEV 401 Certified Individuals responsible for implementing BMC Remedyforce PRACTICAL EXAM DETAILS Exam duration is 2 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop PURPOSE OF EXAM Companies implementing BMC Remedyforce realize full value only when their solution is effectively implemented. To ensure implementations are performed to best practice standards, BMC Software maintains a technical certification program. The BMC Certified Professional for BMC Remedyforce 2014 practical exam will validate the technical competencies and implementation methods needed to successfully implement out-of-the-box (OOTB) baseline functionality for BMC Remedyforce. SKILLS TESTED Participants will be tested on their ability to perform the following skills: General Application Settings Incident Management User Management Task Management Service Request Management Service Level Management Change Management Configuration Management (CMDB) 306

310 BLADELOGIC SERVER AUTOMATION BMC CERTIFIED PROFESSIONAL: BMC SERVER AUTOMATION 8.2 ONLINE ASSESSMENT AUTO-CERT-SA82-PA CERTIFICATION NAME BMC Certified Professional for BMC Server Automation REQUIRED None Individuals preparing for the BMC Certified Professional: BMC Server Automation 8.2 Practical Exam DETAILS Participants will have access to the certification online assessment for a period of 90 days Participants will have up to three opportunities to pass the certification online assessment PURPOSE OF CERTIFICATION ONLINE ASSESSMENT The BMC Certified Professional: BMC Server Automation 8.2 Online Assessment is a prerequisite to taking the BMC Certified Professional: BMC Server Automation 8.2 Practical Exam, and is the first step to obtaining BMC Certified Professional for BMC Server Automation certification. The certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. SKILLS TESTED Participants will be tested on their knowledge of the following: BSA administration and troubleshooting BSA architecture elements and configuration scenarios BSA installation and configuration RSCD Agent installation and configuration General workspace organization best practices RBAC configuration and setup BDSSA installation and configuration 307

311 BLADELOGIC SERVER AUTOMATION BMC CERTIFIED PROFESSIONAL: BMC SERVER AUTOMATION 8.2 PRACTICAL EXAM AUTO-CERT-SA82-PP CERTIFICATION NAME BMC Certified Professional for BMC Server Automation REQUIRED Pass the BMC Certified Professional: BMC Server Automation 8.2 Online Assessment Individuals responsible for implementing BMC Server Automation 8.2 PRACTICAL EXAM DETAILS Exam duration is 5 days Exam will be offered in a BMC Education Services training facility Classroom environment with individual servers Proctored by BMC Education Services Participants must bring a laptop PURPOSE OF EXAM Companies implementing BMC Server Automation realize full value only when their solution is effectively implemented. To ensure implementations are performed to best practice standards, BMC Software maintains a technical certification program. The BMC Certified Professional for BMC Server Automation practical exam will validate the technical competencies and expertise needed to deploy and configure versions 8.1 and 8.2 of BMC Server Automation (BSA) along with the associated reporting module, BMC Decision Support for Server Automation (BDSSA). SKILLS TESTED Participants will be tested on their ability to perform the following skills: Implement a BSA and BDSSA infrastructure based on customer requirements Use best practices for installing, configuring, and securing BSA and BDSSA Perform RBAC configuration based on customer requirements Use General Workspace Organization best practices Upgrade a BSA and BDSSA environment from 8.1 to 8.2 Perform general BSA administration Troubleshoot a non-working BSA and BDSSA environment 308

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313 To register for BMC courses, visit: If you are a first-time student, follow the prompts to create a BMC Academy account. Once you have filled in the required fields, you will receive an verification to complete the process. If you are a returning student, sign in with your user name and password. 310

314 Pricing Course prices are viewable when you register for a specific course. Once online at make your course selection, then scroll down to see local pricing details. Group rates are available. Contact your local Education Sales representative for details. Discuss your organization s specific needs with our Education specialists, who can also help shape your end user adoption and training content delivery options. CAN T FIND WHAT YOU RE LOOKING FOR? Contact us to explore custom training options Americas: [email protected] Europe, Middle East Africa: [email protected] Asia Pacific: [email protected] CAN T FIND YOUR COURSE? Check online for the latest course calendar at 311

315 Contact Information Regional BMC Education Services Contact Details Americas: US & Canada: (800) Latin America, Se habla español: or +1 (713) Europe, Middle East Africa: UK: +44 (0) BMC Corporate Headquarters 2103 City West Boulevard Houston, TX (800) (US Toll-Free) +1 Asia Pacific: ANZ: India: LinkedIn: BMC Software Education Services group com/groups/bmc-software-education-services /about Global Services in Communities: bmc-global-services 312

316 Accelerate Your Success by Mastering Technology BMC is a global leader in software solutions that help IT transform traditional businesses into digital enterprises for the ultimate competitive advantage. Our Digital Enterprise Management set of IT solutions is designed to make digital business fast, seamless, and optimized. From mainframe to mobile to cloud and beyond, we pair high-speed digital innovation with robust IT industrialization allowing our customers to provide intuitive user experiences with optimized performance, cost, compliance, and productivity. BMC solutions serve more than 15,000 customers worldwide including 82 percent of the Fortune _ Bring IT to Life BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. Copyright BMC Software, Inc. *469414*