Mastering IT Service Management with BMC Remedy Suite
You’re under pressure. Systems are complex, expectations are higher, and the margin for error is gone. Downtime costs thousands. Unresolved tickets pile up. Stakeholders demand faster resolution, better reporting, and seamless integration across teams. You know IT Service Management is the backbone of operational stability - but without mastery of the tools that drive it, you're fighting fires, not shaping strategy. Generic ITIL training won’t cut it. You need hands-on, system-specific expertise that turns BMC Remedy from a platform into a powerhouse. A tool used passively just manages tickets. But in expert hands, it transforms service delivery, slashes response time, and elevates IT’s role from support function to strategic partner. The Mastering IT Service Management with BMC Remedy Suite course is your definitive roadmap from reactive troubleshooting to proactive control. This isn’t theory. It’s the exact blueprint used by top-tier service managers to optimise incident resolution, automate change workflows, and deploy Remedy at enterprise scale - all within 30 days of starting. One of our learners, Maria K., Senior Service Desk Lead at a global financial institution, used this course to redesign her team’s incident escalation logic. Two weeks in, she rebuilt a critical integration, reducing mean time to resolution by 41%. Three weeks later, she presented a fully auditable change management flow to executives - and was promoted two months after that. This isn’t about learning features. It’s about gaining leverage. You’ll walk out with operational clarity, confidence in configuration, and a Board-ready implementation framework that proves value from day one. You’ll earn a Certificate of Completion issued by The Art of Service - a credential trusted across 92 countries and recognised by IT leaders in Fortune 500 enterprises. Here’s how this course is structured to help you get there.Course Format & Delivery Details Self-Paced, On-Demand Learning with Lifetime Access
This course is designed for demanding professionals like you. No fixed schedules. No missed sessions. You control the pace. Once enrolled, you gain immediate online access to all course materials, structured for rapid comprehension and fast wins - even during a hectic shift. Most learners implement their first process improvement within 72 hours. Full curriculum mastery typically takes 15 to 20 hours, spread over 3 to 5 weeks based on your availability. You can complete it faster if needed. There is no time pressure. The content adapts to your real-world rhythm. Your enrolment includes lifetime access to all course content. This means every future update, enhancement, and Remedy version-specific guide is available to you at no extra cost. As BMC evolves, your expertise evolves with it. 24/7 Global Access, Mobile-Friendly, Anywhere
Whether you're in Mumbai, Chicago, or Berlin, access is instant and consistent. Our platform is mobile-optimised, works across all modern browsers, and syncs your progress seamlessly between devices. Study during your commute. Review a module before a deployment. Revisit a configuration guide overnight. The platform supports real work, not just learning. Instructor Support & Guided Implementation
Even in self-paced learning, you’re never alone. You receive direct guidance from senior Remedy architects with 15+ years of production environment experience. Embedded Q&A pathways let you clarify complex configurations, troubleshoot real issues, and validate your design decisions using proven best practices - all within the learning flow. Certificate of Completion Issued by The Art of Service
Upon finishing, you earn a Certificate of Completion issued by The Art of Service - a globally accredited credential referenced by hiring managers at Deloitte, Accenture, and Siemens. More than a PDF, it’s a verified signal of hands-on competency in enterprise service management. Share it on LinkedIn, include it in job applications, or use it to justify internal promotions. No Hidden Fees, Transparent & Secure Payment
The pricing for this course is straightforward. One upfront investment covers everything. Absolutely no recurring fees, no add-ons, no surprise charges. Payment is processed securely with Visa, Mastercard, and PayPal - all encrypted with enterprise-grade security protocols. Enrolment Confirmation & Access Flow
After registration, you’ll receive an enrolment confirmation email. Your access details and login credentials are sent separately once the course materials are ready, ensuring a secure and accurate provisioning process. You’ll know exactly where to go and how to start. Money-Back Guarantee: Zero Risk Enrolment
We guarantee results. If within 30 days you find this course does not meet your expectations for depth, clarity, or practical value, simply request a full refund. No questions, no friction. This is our promise to eliminate your risk completely. This Works Even If…
- You’ve never configured BMC Remedy beyond basic ticket routing.
- You’re transitioning from ServiceNow, Jira, or another platform and need Remedy-specific fluency fast.
- Your organisation expects you to lead a Remedy optimisation project next quarter.
- You’re time-constrained and need concise, high-leverage training without filler.
- You’re not a developer but need to understand form logic, workflows, and data relationships.
Senior Systems Analysts, ITIL Practitioners, and Service Desk Managers from regulated industries - banking, healthcare, logistics - have used this course to deploy audit-compliant processes, automate escalations, and reduce incident volume by up to 60%. This is not theoretical. This is operational transformation, system by system, process by process - and you’re the one who will lead it.
Module 1: Foundations of IT Service Management with BMC Remedy - Introduction to IT Service Management in modern enterprises
- Role of BMC Remedy Suite in ITSM maturity
- History and evolution of BMC Remedy technology stack
- Understanding the core components of Remedy AR System
- Distinguishing between ITIL framework principles and Remedy implementation
- Overview of ITSM lifecycle: Incident, Problem, Change, Configuration, Release
- Mapping business service outages to Remedy workflows
- Defining service desk roles: Agent, Analyst, Coordinator, Administrator
- Setting up initial user access and role-based permissions
- Understanding base forms and standardisation in data entry
- Navigating the Remedy Mid-Tier interface
- Overview of Remedy Smart IT and unified service consoles
- Integration readiness assessment for enterprise environments
- Common pain points in legacy ITSM deployments and how Remedy fixes them
- Principles of single source of truth in configuration management
Module 2: Core ITIL Processes and Their Remedy Equivalents - ITIL V4 overview with practical service management alignment
- Incident Management: Objectives, KPIs, and Remedy form mapping
- Problem Management: Root cause analysis workflows in Remedy
- Change Enablement: Standard, Normal, and Emergency change tracks
- Configuration Management Database (CMDB) fundamentals
- Release Management lifecycle within Remedy deployment models
- Service Level Agreement (SLA) definition and tracking principles
- Event Management integration with monitoring tools
- Knowledge Management: Creating and reusing solutions in Remedy
- Service Request Management using Catalog forms
- Request Fulfilment vs Incident resolution: Correct use cases
- Defining ownership and handover points between teams
- Impact and Urgency matrices in ticket classification
- Escalation policy design based on SLA breach thresholds
- Process integration: How ITIL practices interact in Remedy
Module 3: BMC Remedy Architecture & Deployment Models - Overview of Remedy AR System architecture: Client, Server, Database
- Understanding multi-tier deployment: Application, Presentation, Data
- On-premise vs cloud-hosted Remedy environments
- Hybrid models for regulated and distributed enterprises
- High availability and failover configuration strategies
- Remedy licensing models: User types and entitlements
- System requirements and hardware sizing guidelines
- Deployment best practices for large-scale rollouts
- Integration with Oracle, SQL Server, and LDAP directories
- Overview of Remedy Deployment Manager (RDM)
- Using DMT for data migration and deployment packaging
- Understanding Atrium Core and integration bus components
- Role of Integration Service in data synchronisation
- Overview of Atrium Integrator and adapter frameworks
- Pre-deployment health checks and performance tuning
Module 4: Incident Management Configuration in Remedy - Incident record structure: Fields, statuses, and transitions
- Creating incident templates for common failure types
- Setting up service catalog entries linked to incident creation
- Defining incident categorisation: Category, Product, Component
- Customising incident priority models based on business impact
- Setting up SLA definitions and milestone tracking
- Configuring time-based escalation rules for breaches
- Automating assignment using Assignment Engine rules
- Role of lookup forms in incident routing logic
- Creating dynamic group membership for on-call rotations
- Configuring notifications: Email, SMS, and dashboard alerts
- Using survey forms to measure end-user satisfaction
- Designing workflow for major incident handling
- Incident merging and linking to problem records
- Reporting on incident volume, resolution time, and reoccurrence
Module 5: Problem Management and Root Cause Resolution - Problem record lifecycle and discovery methods
- Linking problems to recurring incidents using correlation rules
- Creating known error database (KEDB) entries
- Configuring workaround tracking and visibility for agents
- Defining problem investigation workflows and approvals
- Setting up Change Advisory Board (CAB) review processes
- Automating escalation to engineering teams
- Integration with knowledge base for solution documentation
- Using trend analysis to proactively identify risks
- Root cause classification: Software, Hardware, Process, Human
- Configuring impact analysis reports pre-remediation
- Linking problem records to change requests
- Creating permanent fixes and retiring temporary workarounds
- Reporting on problem resolution time and effectiveness
- Metrics: Number of incidents per problem, recurrence reduction
Module 6: Change Management Strategy and Implementation - Change Request record design and standardisation
- Implementing standard, normal, and emergency change types
- Workflow configuration for normal change approval paths
- Setting up CAB approval processes and delegate rules
- Automated risk assessment based on change type and impact
- Integration with CMDB to assess configuration item impact
- Creating change implementation plans and rollback procedures
- Assigning change coordinators and reviewer roles
- Enforcing mandatory documentation fields
- Configuring change schedules and blackout window compliance
- Post-implementation review (PIR) workflows
- Automating PIR triggers after change closure
- Linking changes to releases and projects
- Reporting on change success rate and rollback frequency
- Using dashboard views for pending and overdue changes
Module 7: Configuration Management Database (CMDB) Deep Dive - CMDB architecture: Atrium Core, CM Configuration Items, Relationships
- Defining CI types: Server, Application, Network, Storage
- Importing CIs via reconciliation and discovery tools
- Manual CI creation and ownership assignment
- Establishing parent-child relationships in service hierarchies
- Using visualisation tools to map service dependencies
- Health status and lifecycle tracking of configuration items
- Automated discovery frequency and audit schedules
- Reconciliation engine: Blending discovery data with manual entries
- Handling duplicate CI records and merger rules
- Custom CI classes for business-specific tracking
- Extending CIs with custom fields and attributes
- Integrating financial data: Ownership cost, depreciation
- Service mapping: Linking CIs to business services
- Reporting on CI completeness, accuracy, and audit readiness
Module 8: Service Request Management and Catalog Design - Differentiating service requests from incidents and changes
- Designing user-friendly service catalog forms
- Field validation rules and conditional visibility logic
- Creating request templates with pre-approved workflows
- Integrating approval matrices based on cost or risk
- Automating fulfilment using task sequences
- Linking service requests to underlying change and release processes
- Configuring SLA tracking for standard fulfilment windows
- User self-service: Accessing catalog via portal or mobile
- Knowledge article embedding within request forms
- Reporting on request volume, approval time, and satisfaction
- Designing bundled services for common user needs
- Integrating with provisioning systems: Active Directory, Cloud
- Localisation and multilingual support in catalog items
- Analysing request patterns for process improvement
Module 9: Remedy Workflow Automation and Form Logic - Understanding AR System form relationships and inheritance
- Designing master forms and child forms for data hierarchy
- Creating workflow rules: Field modification and data propagation
- Using active links for conditional actions
- Building filter logic for record processing
- Setting up guide workflows for sequential task execution
- Using SET fields to update values across related records
- Creating pull and push operations between forms
- Scripting with AR System filter API for advanced automation
- Debugging workflow execution using monitor tools
- Handling error conditions and fallback actions
- Version control for workflow packages
- Scheduling batch processing for bulk updates
- Preventing infinite loops and circular references
- Documenting workflow logic for audits and handover
Module 10: Reporting, Dashboards, and Performance Analytics - Remedy Reporting Console overview and access controls
- Creating custom reports using Report Builder
- Selecting appropriate data sources and filters
- Grouping and summarising data by time, category, assignee
- Configuring report scheduling and delivery
- Exporting reports to PDF, Excel, or CSV
- Building executive dashboards with real-time metrics
- Visualising SLA compliance and breach trends
- Designing drill-down reports for root cause exploration
- Monitoring incident backlog and resolution rates
- Tracking change success and rollback frequency
- Analysing problem recurrence and resolution time
- Service desk performance: First call resolution, handling time
- Custom KPIs: User satisfaction, workaround usage, escalations
- Using dashboards for CAB reporting and management reviews
Module 11: Integration and API Strategies for Remedy - Remedy Web Services: REST and SOAP access methods
- Authentication models: Basic, Token, OAuth
- Querying data via API with filtering and pagination
- Creating and updating records programmatically
- Webhook setup for real-time event triggers
- Integration with monitoring tools: Nagios, Zabbix, Splunk
- Automated incident creation from alert systems
- Bi-directional sync with asset management databases
- Integrating with collaboration platforms: Slack, Microsoft Teams
- Using Flow Designer for low-code integration workflows
- Event Management integration with ProactiveNet
- Single sign-on (SSO) with SAML and federated identity
- Secure tunnel configuration for external system access
- Performance impact analysis of high-frequency integrations
- Logging and audit trails for integration activity
Module 12: Security, Compliance, and Access Control - Role-based access control (RBAC) principles in Remedy
- Defining functional roles and data access policies
- Creating custom roles for hybrid team structures
- Field-level access control for sensitive data
- Row-level filtering to restrict record visibility
- Secure communication: TLS configuration and certificate management
- Session timeout and authentication lockout policies
- Audit trail setup for critical record changes
- Compliance with GDPR, HIPAA, SOX, and ISO 27001
- Reporting on unauthorised access attempts
- Managing service account permissions securely
- Third-party vendor access: Time-bound and scoped access
- Password policies and rotation enforcement
- Regular access reviews and recertification workflows
- Generating compliance reports for internal audits
Module 13: Advanced Customisation and Extensions - Extending forms with custom fields and data types
- Creating new application modules using Developer Studio
- Designing custom entry points and navigation menus
- Using overlays to preserve customisations across upgrades
- Developing custom active links for complex business logic
- Integrating JavaScript for dynamic client-side behaviour
- Creating custom views for different user roles
- Building linked forms for multi-record workflows
- Using DSO (Data Source Object) for external data queries
- Deploying custom applications using DMT packages
- Version control for custom objects and change tracking
- Testing customisations in staging environments
- Designing upgrade-safe extension strategies
- Performance optimisation for heavily customised forms
- Documenting custom logic for maintainability
Module 14: Performance Tuning and System Optimisation - Identifying performance bottlenecks in Remedy environments
- Analysing form loading times and query execution speed
- Optimising database indexes for frequently searched fields
- Reducing workflow complexity to improve processing time
- Caching strategies for commonly accessed data
- Monitoring server resource usage: CPU, memory, disk I/O
- Tuning AR System server configuration parameters
- Configuring connection pools for database access
- Handling large-volume data imports efficiently
- Archiving old records to reduce table size
- Using purging jobs to manage data lifecycle
- Performance impact of active links and filters
- Best practices for high-transaction environments
- Setting up monitoring for system health and uptime
- Creating alerts for slow response indicators
Module 15: Real-World Project: End-to-End Service Management Deployment - Defining project scope: From discovery to go-live
- Stakeholder alignment and requirements gathering
- Designing the target service model and escalation paths
- Mapping business services to CMDB structure
- Configuring incident, problem, and change workflows
- Building service catalog with approval and fulfilment logic
- Setting up SLAs, notifications, and dashboards
- Integrating with LDAP for user provisioning
- Testing workflows with sample data and edge cases
- Conducting user acceptance testing (UAT) sessions
- Gathering feedback and refining design
- Finalising data migration from legacy systems
- Creating operational documentation and runbooks
- Training service desk teams on new processes
- Go-live checklist and post-implementation review plan
Module 16: Certification Preparation and Career Advancement - Overview of The Art of Service Certificate of Completion
- Exam structure: Scenario-based, hands-on knowledge validation
- Key competencies assessed: Configuration, Workflow, Reporting
- Study checklist: High-priority topics and reinforcement drills
- Practice scenario: Build a complete ITSM process in test environment
- Common mistakes to avoid in implementation
- Time management during certification assessment
- How to document your project work for review
- Using the certificate on LinkedIn and job applications
- Referencing The Art of Service in professional profiles
- Networking with certified peers in the community
- Advancing to roles: ITSM Lead, Remedy Architect, Service Manager
- Positioning expertise during salary negotiation
- Preparing for internal audits and compliance reviews
- Lifetime access to updated study materials and resources
- Introduction to IT Service Management in modern enterprises
- Role of BMC Remedy Suite in ITSM maturity
- History and evolution of BMC Remedy technology stack
- Understanding the core components of Remedy AR System
- Distinguishing between ITIL framework principles and Remedy implementation
- Overview of ITSM lifecycle: Incident, Problem, Change, Configuration, Release
- Mapping business service outages to Remedy workflows
- Defining service desk roles: Agent, Analyst, Coordinator, Administrator
- Setting up initial user access and role-based permissions
- Understanding base forms and standardisation in data entry
- Navigating the Remedy Mid-Tier interface
- Overview of Remedy Smart IT and unified service consoles
- Integration readiness assessment for enterprise environments
- Common pain points in legacy ITSM deployments and how Remedy fixes them
- Principles of single source of truth in configuration management
Module 2: Core ITIL Processes and Their Remedy Equivalents - ITIL V4 overview with practical service management alignment
- Incident Management: Objectives, KPIs, and Remedy form mapping
- Problem Management: Root cause analysis workflows in Remedy
- Change Enablement: Standard, Normal, and Emergency change tracks
- Configuration Management Database (CMDB) fundamentals
- Release Management lifecycle within Remedy deployment models
- Service Level Agreement (SLA) definition and tracking principles
- Event Management integration with monitoring tools
- Knowledge Management: Creating and reusing solutions in Remedy
- Service Request Management using Catalog forms
- Request Fulfilment vs Incident resolution: Correct use cases
- Defining ownership and handover points between teams
- Impact and Urgency matrices in ticket classification
- Escalation policy design based on SLA breach thresholds
- Process integration: How ITIL practices interact in Remedy
Module 3: BMC Remedy Architecture & Deployment Models - Overview of Remedy AR System architecture: Client, Server, Database
- Understanding multi-tier deployment: Application, Presentation, Data
- On-premise vs cloud-hosted Remedy environments
- Hybrid models for regulated and distributed enterprises
- High availability and failover configuration strategies
- Remedy licensing models: User types and entitlements
- System requirements and hardware sizing guidelines
- Deployment best practices for large-scale rollouts
- Integration with Oracle, SQL Server, and LDAP directories
- Overview of Remedy Deployment Manager (RDM)
- Using DMT for data migration and deployment packaging
- Understanding Atrium Core and integration bus components
- Role of Integration Service in data synchronisation
- Overview of Atrium Integrator and adapter frameworks
- Pre-deployment health checks and performance tuning
Module 4: Incident Management Configuration in Remedy - Incident record structure: Fields, statuses, and transitions
- Creating incident templates for common failure types
- Setting up service catalog entries linked to incident creation
- Defining incident categorisation: Category, Product, Component
- Customising incident priority models based on business impact
- Setting up SLA definitions and milestone tracking
- Configuring time-based escalation rules for breaches
- Automating assignment using Assignment Engine rules
- Role of lookup forms in incident routing logic
- Creating dynamic group membership for on-call rotations
- Configuring notifications: Email, SMS, and dashboard alerts
- Using survey forms to measure end-user satisfaction
- Designing workflow for major incident handling
- Incident merging and linking to problem records
- Reporting on incident volume, resolution time, and reoccurrence
Module 5: Problem Management and Root Cause Resolution - Problem record lifecycle and discovery methods
- Linking problems to recurring incidents using correlation rules
- Creating known error database (KEDB) entries
- Configuring workaround tracking and visibility for agents
- Defining problem investigation workflows and approvals
- Setting up Change Advisory Board (CAB) review processes
- Automating escalation to engineering teams
- Integration with knowledge base for solution documentation
- Using trend analysis to proactively identify risks
- Root cause classification: Software, Hardware, Process, Human
- Configuring impact analysis reports pre-remediation
- Linking problem records to change requests
- Creating permanent fixes and retiring temporary workarounds
- Reporting on problem resolution time and effectiveness
- Metrics: Number of incidents per problem, recurrence reduction
Module 6: Change Management Strategy and Implementation - Change Request record design and standardisation
- Implementing standard, normal, and emergency change types
- Workflow configuration for normal change approval paths
- Setting up CAB approval processes and delegate rules
- Automated risk assessment based on change type and impact
- Integration with CMDB to assess configuration item impact
- Creating change implementation plans and rollback procedures
- Assigning change coordinators and reviewer roles
- Enforcing mandatory documentation fields
- Configuring change schedules and blackout window compliance
- Post-implementation review (PIR) workflows
- Automating PIR triggers after change closure
- Linking changes to releases and projects
- Reporting on change success rate and rollback frequency
- Using dashboard views for pending and overdue changes
Module 7: Configuration Management Database (CMDB) Deep Dive - CMDB architecture: Atrium Core, CM Configuration Items, Relationships
- Defining CI types: Server, Application, Network, Storage
- Importing CIs via reconciliation and discovery tools
- Manual CI creation and ownership assignment
- Establishing parent-child relationships in service hierarchies
- Using visualisation tools to map service dependencies
- Health status and lifecycle tracking of configuration items
- Automated discovery frequency and audit schedules
- Reconciliation engine: Blending discovery data with manual entries
- Handling duplicate CI records and merger rules
- Custom CI classes for business-specific tracking
- Extending CIs with custom fields and attributes
- Integrating financial data: Ownership cost, depreciation
- Service mapping: Linking CIs to business services
- Reporting on CI completeness, accuracy, and audit readiness
Module 8: Service Request Management and Catalog Design - Differentiating service requests from incidents and changes
- Designing user-friendly service catalog forms
- Field validation rules and conditional visibility logic
- Creating request templates with pre-approved workflows
- Integrating approval matrices based on cost or risk
- Automating fulfilment using task sequences
- Linking service requests to underlying change and release processes
- Configuring SLA tracking for standard fulfilment windows
- User self-service: Accessing catalog via portal or mobile
- Knowledge article embedding within request forms
- Reporting on request volume, approval time, and satisfaction
- Designing bundled services for common user needs
- Integrating with provisioning systems: Active Directory, Cloud
- Localisation and multilingual support in catalog items
- Analysing request patterns for process improvement
Module 9: Remedy Workflow Automation and Form Logic - Understanding AR System form relationships and inheritance
- Designing master forms and child forms for data hierarchy
- Creating workflow rules: Field modification and data propagation
- Using active links for conditional actions
- Building filter logic for record processing
- Setting up guide workflows for sequential task execution
- Using SET fields to update values across related records
- Creating pull and push operations between forms
- Scripting with AR System filter API for advanced automation
- Debugging workflow execution using monitor tools
- Handling error conditions and fallback actions
- Version control for workflow packages
- Scheduling batch processing for bulk updates
- Preventing infinite loops and circular references
- Documenting workflow logic for audits and handover
Module 10: Reporting, Dashboards, and Performance Analytics - Remedy Reporting Console overview and access controls
- Creating custom reports using Report Builder
- Selecting appropriate data sources and filters
- Grouping and summarising data by time, category, assignee
- Configuring report scheduling and delivery
- Exporting reports to PDF, Excel, or CSV
- Building executive dashboards with real-time metrics
- Visualising SLA compliance and breach trends
- Designing drill-down reports for root cause exploration
- Monitoring incident backlog and resolution rates
- Tracking change success and rollback frequency
- Analysing problem recurrence and resolution time
- Service desk performance: First call resolution, handling time
- Custom KPIs: User satisfaction, workaround usage, escalations
- Using dashboards for CAB reporting and management reviews
Module 11: Integration and API Strategies for Remedy - Remedy Web Services: REST and SOAP access methods
- Authentication models: Basic, Token, OAuth
- Querying data via API with filtering and pagination
- Creating and updating records programmatically
- Webhook setup for real-time event triggers
- Integration with monitoring tools: Nagios, Zabbix, Splunk
- Automated incident creation from alert systems
- Bi-directional sync with asset management databases
- Integrating with collaboration platforms: Slack, Microsoft Teams
- Using Flow Designer for low-code integration workflows
- Event Management integration with ProactiveNet
- Single sign-on (SSO) with SAML and federated identity
- Secure tunnel configuration for external system access
- Performance impact analysis of high-frequency integrations
- Logging and audit trails for integration activity
Module 12: Security, Compliance, and Access Control - Role-based access control (RBAC) principles in Remedy
- Defining functional roles and data access policies
- Creating custom roles for hybrid team structures
- Field-level access control for sensitive data
- Row-level filtering to restrict record visibility
- Secure communication: TLS configuration and certificate management
- Session timeout and authentication lockout policies
- Audit trail setup for critical record changes
- Compliance with GDPR, HIPAA, SOX, and ISO 27001
- Reporting on unauthorised access attempts
- Managing service account permissions securely
- Third-party vendor access: Time-bound and scoped access
- Password policies and rotation enforcement
- Regular access reviews and recertification workflows
- Generating compliance reports for internal audits
Module 13: Advanced Customisation and Extensions - Extending forms with custom fields and data types
- Creating new application modules using Developer Studio
- Designing custom entry points and navigation menus
- Using overlays to preserve customisations across upgrades
- Developing custom active links for complex business logic
- Integrating JavaScript for dynamic client-side behaviour
- Creating custom views for different user roles
- Building linked forms for multi-record workflows
- Using DSO (Data Source Object) for external data queries
- Deploying custom applications using DMT packages
- Version control for custom objects and change tracking
- Testing customisations in staging environments
- Designing upgrade-safe extension strategies
- Performance optimisation for heavily customised forms
- Documenting custom logic for maintainability
Module 14: Performance Tuning and System Optimisation - Identifying performance bottlenecks in Remedy environments
- Analysing form loading times and query execution speed
- Optimising database indexes for frequently searched fields
- Reducing workflow complexity to improve processing time
- Caching strategies for commonly accessed data
- Monitoring server resource usage: CPU, memory, disk I/O
- Tuning AR System server configuration parameters
- Configuring connection pools for database access
- Handling large-volume data imports efficiently
- Archiving old records to reduce table size
- Using purging jobs to manage data lifecycle
- Performance impact of active links and filters
- Best practices for high-transaction environments
- Setting up monitoring for system health and uptime
- Creating alerts for slow response indicators
Module 15: Real-World Project: End-to-End Service Management Deployment - Defining project scope: From discovery to go-live
- Stakeholder alignment and requirements gathering
- Designing the target service model and escalation paths
- Mapping business services to CMDB structure
- Configuring incident, problem, and change workflows
- Building service catalog with approval and fulfilment logic
- Setting up SLAs, notifications, and dashboards
- Integrating with LDAP for user provisioning
- Testing workflows with sample data and edge cases
- Conducting user acceptance testing (UAT) sessions
- Gathering feedback and refining design
- Finalising data migration from legacy systems
- Creating operational documentation and runbooks
- Training service desk teams on new processes
- Go-live checklist and post-implementation review plan
Module 16: Certification Preparation and Career Advancement - Overview of The Art of Service Certificate of Completion
- Exam structure: Scenario-based, hands-on knowledge validation
- Key competencies assessed: Configuration, Workflow, Reporting
- Study checklist: High-priority topics and reinforcement drills
- Practice scenario: Build a complete ITSM process in test environment
- Common mistakes to avoid in implementation
- Time management during certification assessment
- How to document your project work for review
- Using the certificate on LinkedIn and job applications
- Referencing The Art of Service in professional profiles
- Networking with certified peers in the community
- Advancing to roles: ITSM Lead, Remedy Architect, Service Manager
- Positioning expertise during salary negotiation
- Preparing for internal audits and compliance reviews
- Lifetime access to updated study materials and resources
- Overview of Remedy AR System architecture: Client, Server, Database
- Understanding multi-tier deployment: Application, Presentation, Data
- On-premise vs cloud-hosted Remedy environments
- Hybrid models for regulated and distributed enterprises
- High availability and failover configuration strategies
- Remedy licensing models: User types and entitlements
- System requirements and hardware sizing guidelines
- Deployment best practices for large-scale rollouts
- Integration with Oracle, SQL Server, and LDAP directories
- Overview of Remedy Deployment Manager (RDM)
- Using DMT for data migration and deployment packaging
- Understanding Atrium Core and integration bus components
- Role of Integration Service in data synchronisation
- Overview of Atrium Integrator and adapter frameworks
- Pre-deployment health checks and performance tuning
Module 4: Incident Management Configuration in Remedy - Incident record structure: Fields, statuses, and transitions
- Creating incident templates for common failure types
- Setting up service catalog entries linked to incident creation
- Defining incident categorisation: Category, Product, Component
- Customising incident priority models based on business impact
- Setting up SLA definitions and milestone tracking
- Configuring time-based escalation rules for breaches
- Automating assignment using Assignment Engine rules
- Role of lookup forms in incident routing logic
- Creating dynamic group membership for on-call rotations
- Configuring notifications: Email, SMS, and dashboard alerts
- Using survey forms to measure end-user satisfaction
- Designing workflow for major incident handling
- Incident merging and linking to problem records
- Reporting on incident volume, resolution time, and reoccurrence
Module 5: Problem Management and Root Cause Resolution - Problem record lifecycle and discovery methods
- Linking problems to recurring incidents using correlation rules
- Creating known error database (KEDB) entries
- Configuring workaround tracking and visibility for agents
- Defining problem investigation workflows and approvals
- Setting up Change Advisory Board (CAB) review processes
- Automating escalation to engineering teams
- Integration with knowledge base for solution documentation
- Using trend analysis to proactively identify risks
- Root cause classification: Software, Hardware, Process, Human
- Configuring impact analysis reports pre-remediation
- Linking problem records to change requests
- Creating permanent fixes and retiring temporary workarounds
- Reporting on problem resolution time and effectiveness
- Metrics: Number of incidents per problem, recurrence reduction
Module 6: Change Management Strategy and Implementation - Change Request record design and standardisation
- Implementing standard, normal, and emergency change types
- Workflow configuration for normal change approval paths
- Setting up CAB approval processes and delegate rules
- Automated risk assessment based on change type and impact
- Integration with CMDB to assess configuration item impact
- Creating change implementation plans and rollback procedures
- Assigning change coordinators and reviewer roles
- Enforcing mandatory documentation fields
- Configuring change schedules and blackout window compliance
- Post-implementation review (PIR) workflows
- Automating PIR triggers after change closure
- Linking changes to releases and projects
- Reporting on change success rate and rollback frequency
- Using dashboard views for pending and overdue changes
Module 7: Configuration Management Database (CMDB) Deep Dive - CMDB architecture: Atrium Core, CM Configuration Items, Relationships
- Defining CI types: Server, Application, Network, Storage
- Importing CIs via reconciliation and discovery tools
- Manual CI creation and ownership assignment
- Establishing parent-child relationships in service hierarchies
- Using visualisation tools to map service dependencies
- Health status and lifecycle tracking of configuration items
- Automated discovery frequency and audit schedules
- Reconciliation engine: Blending discovery data with manual entries
- Handling duplicate CI records and merger rules
- Custom CI classes for business-specific tracking
- Extending CIs with custom fields and attributes
- Integrating financial data: Ownership cost, depreciation
- Service mapping: Linking CIs to business services
- Reporting on CI completeness, accuracy, and audit readiness
Module 8: Service Request Management and Catalog Design - Differentiating service requests from incidents and changes
- Designing user-friendly service catalog forms
- Field validation rules and conditional visibility logic
- Creating request templates with pre-approved workflows
- Integrating approval matrices based on cost or risk
- Automating fulfilment using task sequences
- Linking service requests to underlying change and release processes
- Configuring SLA tracking for standard fulfilment windows
- User self-service: Accessing catalog via portal or mobile
- Knowledge article embedding within request forms
- Reporting on request volume, approval time, and satisfaction
- Designing bundled services for common user needs
- Integrating with provisioning systems: Active Directory, Cloud
- Localisation and multilingual support in catalog items
- Analysing request patterns for process improvement
Module 9: Remedy Workflow Automation and Form Logic - Understanding AR System form relationships and inheritance
- Designing master forms and child forms for data hierarchy
- Creating workflow rules: Field modification and data propagation
- Using active links for conditional actions
- Building filter logic for record processing
- Setting up guide workflows for sequential task execution
- Using SET fields to update values across related records
- Creating pull and push operations between forms
- Scripting with AR System filter API for advanced automation
- Debugging workflow execution using monitor tools
- Handling error conditions and fallback actions
- Version control for workflow packages
- Scheduling batch processing for bulk updates
- Preventing infinite loops and circular references
- Documenting workflow logic for audits and handover
Module 10: Reporting, Dashboards, and Performance Analytics - Remedy Reporting Console overview and access controls
- Creating custom reports using Report Builder
- Selecting appropriate data sources and filters
- Grouping and summarising data by time, category, assignee
- Configuring report scheduling and delivery
- Exporting reports to PDF, Excel, or CSV
- Building executive dashboards with real-time metrics
- Visualising SLA compliance and breach trends
- Designing drill-down reports for root cause exploration
- Monitoring incident backlog and resolution rates
- Tracking change success and rollback frequency
- Analysing problem recurrence and resolution time
- Service desk performance: First call resolution, handling time
- Custom KPIs: User satisfaction, workaround usage, escalations
- Using dashboards for CAB reporting and management reviews
Module 11: Integration and API Strategies for Remedy - Remedy Web Services: REST and SOAP access methods
- Authentication models: Basic, Token, OAuth
- Querying data via API with filtering and pagination
- Creating and updating records programmatically
- Webhook setup for real-time event triggers
- Integration with monitoring tools: Nagios, Zabbix, Splunk
- Automated incident creation from alert systems
- Bi-directional sync with asset management databases
- Integrating with collaboration platforms: Slack, Microsoft Teams
- Using Flow Designer for low-code integration workflows
- Event Management integration with ProactiveNet
- Single sign-on (SSO) with SAML and federated identity
- Secure tunnel configuration for external system access
- Performance impact analysis of high-frequency integrations
- Logging and audit trails for integration activity
Module 12: Security, Compliance, and Access Control - Role-based access control (RBAC) principles in Remedy
- Defining functional roles and data access policies
- Creating custom roles for hybrid team structures
- Field-level access control for sensitive data
- Row-level filtering to restrict record visibility
- Secure communication: TLS configuration and certificate management
- Session timeout and authentication lockout policies
- Audit trail setup for critical record changes
- Compliance with GDPR, HIPAA, SOX, and ISO 27001
- Reporting on unauthorised access attempts
- Managing service account permissions securely
- Third-party vendor access: Time-bound and scoped access
- Password policies and rotation enforcement
- Regular access reviews and recertification workflows
- Generating compliance reports for internal audits
Module 13: Advanced Customisation and Extensions - Extending forms with custom fields and data types
- Creating new application modules using Developer Studio
- Designing custom entry points and navigation menus
- Using overlays to preserve customisations across upgrades
- Developing custom active links for complex business logic
- Integrating JavaScript for dynamic client-side behaviour
- Creating custom views for different user roles
- Building linked forms for multi-record workflows
- Using DSO (Data Source Object) for external data queries
- Deploying custom applications using DMT packages
- Version control for custom objects and change tracking
- Testing customisations in staging environments
- Designing upgrade-safe extension strategies
- Performance optimisation for heavily customised forms
- Documenting custom logic for maintainability
Module 14: Performance Tuning and System Optimisation - Identifying performance bottlenecks in Remedy environments
- Analysing form loading times and query execution speed
- Optimising database indexes for frequently searched fields
- Reducing workflow complexity to improve processing time
- Caching strategies for commonly accessed data
- Monitoring server resource usage: CPU, memory, disk I/O
- Tuning AR System server configuration parameters
- Configuring connection pools for database access
- Handling large-volume data imports efficiently
- Archiving old records to reduce table size
- Using purging jobs to manage data lifecycle
- Performance impact of active links and filters
- Best practices for high-transaction environments
- Setting up monitoring for system health and uptime
- Creating alerts for slow response indicators
Module 15: Real-World Project: End-to-End Service Management Deployment - Defining project scope: From discovery to go-live
- Stakeholder alignment and requirements gathering
- Designing the target service model and escalation paths
- Mapping business services to CMDB structure
- Configuring incident, problem, and change workflows
- Building service catalog with approval and fulfilment logic
- Setting up SLAs, notifications, and dashboards
- Integrating with LDAP for user provisioning
- Testing workflows with sample data and edge cases
- Conducting user acceptance testing (UAT) sessions
- Gathering feedback and refining design
- Finalising data migration from legacy systems
- Creating operational documentation and runbooks
- Training service desk teams on new processes
- Go-live checklist and post-implementation review plan
Module 16: Certification Preparation and Career Advancement - Overview of The Art of Service Certificate of Completion
- Exam structure: Scenario-based, hands-on knowledge validation
- Key competencies assessed: Configuration, Workflow, Reporting
- Study checklist: High-priority topics and reinforcement drills
- Practice scenario: Build a complete ITSM process in test environment
- Common mistakes to avoid in implementation
- Time management during certification assessment
- How to document your project work for review
- Using the certificate on LinkedIn and job applications
- Referencing The Art of Service in professional profiles
- Networking with certified peers in the community
- Advancing to roles: ITSM Lead, Remedy Architect, Service Manager
- Positioning expertise during salary negotiation
- Preparing for internal audits and compliance reviews
- Lifetime access to updated study materials and resources
- Problem record lifecycle and discovery methods
- Linking problems to recurring incidents using correlation rules
- Creating known error database (KEDB) entries
- Configuring workaround tracking and visibility for agents
- Defining problem investigation workflows and approvals
- Setting up Change Advisory Board (CAB) review processes
- Automating escalation to engineering teams
- Integration with knowledge base for solution documentation
- Using trend analysis to proactively identify risks
- Root cause classification: Software, Hardware, Process, Human
- Configuring impact analysis reports pre-remediation
- Linking problem records to change requests
- Creating permanent fixes and retiring temporary workarounds
- Reporting on problem resolution time and effectiveness
- Metrics: Number of incidents per problem, recurrence reduction
Module 6: Change Management Strategy and Implementation - Change Request record design and standardisation
- Implementing standard, normal, and emergency change types
- Workflow configuration for normal change approval paths
- Setting up CAB approval processes and delegate rules
- Automated risk assessment based on change type and impact
- Integration with CMDB to assess configuration item impact
- Creating change implementation plans and rollback procedures
- Assigning change coordinators and reviewer roles
- Enforcing mandatory documentation fields
- Configuring change schedules and blackout window compliance
- Post-implementation review (PIR) workflows
- Automating PIR triggers after change closure
- Linking changes to releases and projects
- Reporting on change success rate and rollback frequency
- Using dashboard views for pending and overdue changes
Module 7: Configuration Management Database (CMDB) Deep Dive - CMDB architecture: Atrium Core, CM Configuration Items, Relationships
- Defining CI types: Server, Application, Network, Storage
- Importing CIs via reconciliation and discovery tools
- Manual CI creation and ownership assignment
- Establishing parent-child relationships in service hierarchies
- Using visualisation tools to map service dependencies
- Health status and lifecycle tracking of configuration items
- Automated discovery frequency and audit schedules
- Reconciliation engine: Blending discovery data with manual entries
- Handling duplicate CI records and merger rules
- Custom CI classes for business-specific tracking
- Extending CIs with custom fields and attributes
- Integrating financial data: Ownership cost, depreciation
- Service mapping: Linking CIs to business services
- Reporting on CI completeness, accuracy, and audit readiness
Module 8: Service Request Management and Catalog Design - Differentiating service requests from incidents and changes
- Designing user-friendly service catalog forms
- Field validation rules and conditional visibility logic
- Creating request templates with pre-approved workflows
- Integrating approval matrices based on cost or risk
- Automating fulfilment using task sequences
- Linking service requests to underlying change and release processes
- Configuring SLA tracking for standard fulfilment windows
- User self-service: Accessing catalog via portal or mobile
- Knowledge article embedding within request forms
- Reporting on request volume, approval time, and satisfaction
- Designing bundled services for common user needs
- Integrating with provisioning systems: Active Directory, Cloud
- Localisation and multilingual support in catalog items
- Analysing request patterns for process improvement
Module 9: Remedy Workflow Automation and Form Logic - Understanding AR System form relationships and inheritance
- Designing master forms and child forms for data hierarchy
- Creating workflow rules: Field modification and data propagation
- Using active links for conditional actions
- Building filter logic for record processing
- Setting up guide workflows for sequential task execution
- Using SET fields to update values across related records
- Creating pull and push operations between forms
- Scripting with AR System filter API for advanced automation
- Debugging workflow execution using monitor tools
- Handling error conditions and fallback actions
- Version control for workflow packages
- Scheduling batch processing for bulk updates
- Preventing infinite loops and circular references
- Documenting workflow logic for audits and handover
Module 10: Reporting, Dashboards, and Performance Analytics - Remedy Reporting Console overview and access controls
- Creating custom reports using Report Builder
- Selecting appropriate data sources and filters
- Grouping and summarising data by time, category, assignee
- Configuring report scheduling and delivery
- Exporting reports to PDF, Excel, or CSV
- Building executive dashboards with real-time metrics
- Visualising SLA compliance and breach trends
- Designing drill-down reports for root cause exploration
- Monitoring incident backlog and resolution rates
- Tracking change success and rollback frequency
- Analysing problem recurrence and resolution time
- Service desk performance: First call resolution, handling time
- Custom KPIs: User satisfaction, workaround usage, escalations
- Using dashboards for CAB reporting and management reviews
Module 11: Integration and API Strategies for Remedy - Remedy Web Services: REST and SOAP access methods
- Authentication models: Basic, Token, OAuth
- Querying data via API with filtering and pagination
- Creating and updating records programmatically
- Webhook setup for real-time event triggers
- Integration with monitoring tools: Nagios, Zabbix, Splunk
- Automated incident creation from alert systems
- Bi-directional sync with asset management databases
- Integrating with collaboration platforms: Slack, Microsoft Teams
- Using Flow Designer for low-code integration workflows
- Event Management integration with ProactiveNet
- Single sign-on (SSO) with SAML and federated identity
- Secure tunnel configuration for external system access
- Performance impact analysis of high-frequency integrations
- Logging and audit trails for integration activity
Module 12: Security, Compliance, and Access Control - Role-based access control (RBAC) principles in Remedy
- Defining functional roles and data access policies
- Creating custom roles for hybrid team structures
- Field-level access control for sensitive data
- Row-level filtering to restrict record visibility
- Secure communication: TLS configuration and certificate management
- Session timeout and authentication lockout policies
- Audit trail setup for critical record changes
- Compliance with GDPR, HIPAA, SOX, and ISO 27001
- Reporting on unauthorised access attempts
- Managing service account permissions securely
- Third-party vendor access: Time-bound and scoped access
- Password policies and rotation enforcement
- Regular access reviews and recertification workflows
- Generating compliance reports for internal audits
Module 13: Advanced Customisation and Extensions - Extending forms with custom fields and data types
- Creating new application modules using Developer Studio
- Designing custom entry points and navigation menus
- Using overlays to preserve customisations across upgrades
- Developing custom active links for complex business logic
- Integrating JavaScript for dynamic client-side behaviour
- Creating custom views for different user roles
- Building linked forms for multi-record workflows
- Using DSO (Data Source Object) for external data queries
- Deploying custom applications using DMT packages
- Version control for custom objects and change tracking
- Testing customisations in staging environments
- Designing upgrade-safe extension strategies
- Performance optimisation for heavily customised forms
- Documenting custom logic for maintainability
Module 14: Performance Tuning and System Optimisation - Identifying performance bottlenecks in Remedy environments
- Analysing form loading times and query execution speed
- Optimising database indexes for frequently searched fields
- Reducing workflow complexity to improve processing time
- Caching strategies for commonly accessed data
- Monitoring server resource usage: CPU, memory, disk I/O
- Tuning AR System server configuration parameters
- Configuring connection pools for database access
- Handling large-volume data imports efficiently
- Archiving old records to reduce table size
- Using purging jobs to manage data lifecycle
- Performance impact of active links and filters
- Best practices for high-transaction environments
- Setting up monitoring for system health and uptime
- Creating alerts for slow response indicators
Module 15: Real-World Project: End-to-End Service Management Deployment - Defining project scope: From discovery to go-live
- Stakeholder alignment and requirements gathering
- Designing the target service model and escalation paths
- Mapping business services to CMDB structure
- Configuring incident, problem, and change workflows
- Building service catalog with approval and fulfilment logic
- Setting up SLAs, notifications, and dashboards
- Integrating with LDAP for user provisioning
- Testing workflows with sample data and edge cases
- Conducting user acceptance testing (UAT) sessions
- Gathering feedback and refining design
- Finalising data migration from legacy systems
- Creating operational documentation and runbooks
- Training service desk teams on new processes
- Go-live checklist and post-implementation review plan
Module 16: Certification Preparation and Career Advancement - Overview of The Art of Service Certificate of Completion
- Exam structure: Scenario-based, hands-on knowledge validation
- Key competencies assessed: Configuration, Workflow, Reporting
- Study checklist: High-priority topics and reinforcement drills
- Practice scenario: Build a complete ITSM process in test environment
- Common mistakes to avoid in implementation
- Time management during certification assessment
- How to document your project work for review
- Using the certificate on LinkedIn and job applications
- Referencing The Art of Service in professional profiles
- Networking with certified peers in the community
- Advancing to roles: ITSM Lead, Remedy Architect, Service Manager
- Positioning expertise during salary negotiation
- Preparing for internal audits and compliance reviews
- Lifetime access to updated study materials and resources
- CMDB architecture: Atrium Core, CM Configuration Items, Relationships
- Defining CI types: Server, Application, Network, Storage
- Importing CIs via reconciliation and discovery tools
- Manual CI creation and ownership assignment
- Establishing parent-child relationships in service hierarchies
- Using visualisation tools to map service dependencies
- Health status and lifecycle tracking of configuration items
- Automated discovery frequency and audit schedules
- Reconciliation engine: Blending discovery data with manual entries
- Handling duplicate CI records and merger rules
- Custom CI classes for business-specific tracking
- Extending CIs with custom fields and attributes
- Integrating financial data: Ownership cost, depreciation
- Service mapping: Linking CIs to business services
- Reporting on CI completeness, accuracy, and audit readiness
Module 8: Service Request Management and Catalog Design - Differentiating service requests from incidents and changes
- Designing user-friendly service catalog forms
- Field validation rules and conditional visibility logic
- Creating request templates with pre-approved workflows
- Integrating approval matrices based on cost or risk
- Automating fulfilment using task sequences
- Linking service requests to underlying change and release processes
- Configuring SLA tracking for standard fulfilment windows
- User self-service: Accessing catalog via portal or mobile
- Knowledge article embedding within request forms
- Reporting on request volume, approval time, and satisfaction
- Designing bundled services for common user needs
- Integrating with provisioning systems: Active Directory, Cloud
- Localisation and multilingual support in catalog items
- Analysing request patterns for process improvement
Module 9: Remedy Workflow Automation and Form Logic - Understanding AR System form relationships and inheritance
- Designing master forms and child forms for data hierarchy
- Creating workflow rules: Field modification and data propagation
- Using active links for conditional actions
- Building filter logic for record processing
- Setting up guide workflows for sequential task execution
- Using SET fields to update values across related records
- Creating pull and push operations between forms
- Scripting with AR System filter API for advanced automation
- Debugging workflow execution using monitor tools
- Handling error conditions and fallback actions
- Version control for workflow packages
- Scheduling batch processing for bulk updates
- Preventing infinite loops and circular references
- Documenting workflow logic for audits and handover
Module 10: Reporting, Dashboards, and Performance Analytics - Remedy Reporting Console overview and access controls
- Creating custom reports using Report Builder
- Selecting appropriate data sources and filters
- Grouping and summarising data by time, category, assignee
- Configuring report scheduling and delivery
- Exporting reports to PDF, Excel, or CSV
- Building executive dashboards with real-time metrics
- Visualising SLA compliance and breach trends
- Designing drill-down reports for root cause exploration
- Monitoring incident backlog and resolution rates
- Tracking change success and rollback frequency
- Analysing problem recurrence and resolution time
- Service desk performance: First call resolution, handling time
- Custom KPIs: User satisfaction, workaround usage, escalations
- Using dashboards for CAB reporting and management reviews
Module 11: Integration and API Strategies for Remedy - Remedy Web Services: REST and SOAP access methods
- Authentication models: Basic, Token, OAuth
- Querying data via API with filtering and pagination
- Creating and updating records programmatically
- Webhook setup for real-time event triggers
- Integration with monitoring tools: Nagios, Zabbix, Splunk
- Automated incident creation from alert systems
- Bi-directional sync with asset management databases
- Integrating with collaboration platforms: Slack, Microsoft Teams
- Using Flow Designer for low-code integration workflows
- Event Management integration with ProactiveNet
- Single sign-on (SSO) with SAML and federated identity
- Secure tunnel configuration for external system access
- Performance impact analysis of high-frequency integrations
- Logging and audit trails for integration activity
Module 12: Security, Compliance, and Access Control - Role-based access control (RBAC) principles in Remedy
- Defining functional roles and data access policies
- Creating custom roles for hybrid team structures
- Field-level access control for sensitive data
- Row-level filtering to restrict record visibility
- Secure communication: TLS configuration and certificate management
- Session timeout and authentication lockout policies
- Audit trail setup for critical record changes
- Compliance with GDPR, HIPAA, SOX, and ISO 27001
- Reporting on unauthorised access attempts
- Managing service account permissions securely
- Third-party vendor access: Time-bound and scoped access
- Password policies and rotation enforcement
- Regular access reviews and recertification workflows
- Generating compliance reports for internal audits
Module 13: Advanced Customisation and Extensions - Extending forms with custom fields and data types
- Creating new application modules using Developer Studio
- Designing custom entry points and navigation menus
- Using overlays to preserve customisations across upgrades
- Developing custom active links for complex business logic
- Integrating JavaScript for dynamic client-side behaviour
- Creating custom views for different user roles
- Building linked forms for multi-record workflows
- Using DSO (Data Source Object) for external data queries
- Deploying custom applications using DMT packages
- Version control for custom objects and change tracking
- Testing customisations in staging environments
- Designing upgrade-safe extension strategies
- Performance optimisation for heavily customised forms
- Documenting custom logic for maintainability
Module 14: Performance Tuning and System Optimisation - Identifying performance bottlenecks in Remedy environments
- Analysing form loading times and query execution speed
- Optimising database indexes for frequently searched fields
- Reducing workflow complexity to improve processing time
- Caching strategies for commonly accessed data
- Monitoring server resource usage: CPU, memory, disk I/O
- Tuning AR System server configuration parameters
- Configuring connection pools for database access
- Handling large-volume data imports efficiently
- Archiving old records to reduce table size
- Using purging jobs to manage data lifecycle
- Performance impact of active links and filters
- Best practices for high-transaction environments
- Setting up monitoring for system health and uptime
- Creating alerts for slow response indicators
Module 15: Real-World Project: End-to-End Service Management Deployment - Defining project scope: From discovery to go-live
- Stakeholder alignment and requirements gathering
- Designing the target service model and escalation paths
- Mapping business services to CMDB structure
- Configuring incident, problem, and change workflows
- Building service catalog with approval and fulfilment logic
- Setting up SLAs, notifications, and dashboards
- Integrating with LDAP for user provisioning
- Testing workflows with sample data and edge cases
- Conducting user acceptance testing (UAT) sessions
- Gathering feedback and refining design
- Finalising data migration from legacy systems
- Creating operational documentation and runbooks
- Training service desk teams on new processes
- Go-live checklist and post-implementation review plan
Module 16: Certification Preparation and Career Advancement - Overview of The Art of Service Certificate of Completion
- Exam structure: Scenario-based, hands-on knowledge validation
- Key competencies assessed: Configuration, Workflow, Reporting
- Study checklist: High-priority topics and reinforcement drills
- Practice scenario: Build a complete ITSM process in test environment
- Common mistakes to avoid in implementation
- Time management during certification assessment
- How to document your project work for review
- Using the certificate on LinkedIn and job applications
- Referencing The Art of Service in professional profiles
- Networking with certified peers in the community
- Advancing to roles: ITSM Lead, Remedy Architect, Service Manager
- Positioning expertise during salary negotiation
- Preparing for internal audits and compliance reviews
- Lifetime access to updated study materials and resources
- Understanding AR System form relationships and inheritance
- Designing master forms and child forms for data hierarchy
- Creating workflow rules: Field modification and data propagation
- Using active links for conditional actions
- Building filter logic for record processing
- Setting up guide workflows for sequential task execution
- Using SET fields to update values across related records
- Creating pull and push operations between forms
- Scripting with AR System filter API for advanced automation
- Debugging workflow execution using monitor tools
- Handling error conditions and fallback actions
- Version control for workflow packages
- Scheduling batch processing for bulk updates
- Preventing infinite loops and circular references
- Documenting workflow logic for audits and handover
Module 10: Reporting, Dashboards, and Performance Analytics - Remedy Reporting Console overview and access controls
- Creating custom reports using Report Builder
- Selecting appropriate data sources and filters
- Grouping and summarising data by time, category, assignee
- Configuring report scheduling and delivery
- Exporting reports to PDF, Excel, or CSV
- Building executive dashboards with real-time metrics
- Visualising SLA compliance and breach trends
- Designing drill-down reports for root cause exploration
- Monitoring incident backlog and resolution rates
- Tracking change success and rollback frequency
- Analysing problem recurrence and resolution time
- Service desk performance: First call resolution, handling time
- Custom KPIs: User satisfaction, workaround usage, escalations
- Using dashboards for CAB reporting and management reviews
Module 11: Integration and API Strategies for Remedy - Remedy Web Services: REST and SOAP access methods
- Authentication models: Basic, Token, OAuth
- Querying data via API with filtering and pagination
- Creating and updating records programmatically
- Webhook setup for real-time event triggers
- Integration with monitoring tools: Nagios, Zabbix, Splunk
- Automated incident creation from alert systems
- Bi-directional sync with asset management databases
- Integrating with collaboration platforms: Slack, Microsoft Teams
- Using Flow Designer for low-code integration workflows
- Event Management integration with ProactiveNet
- Single sign-on (SSO) with SAML and federated identity
- Secure tunnel configuration for external system access
- Performance impact analysis of high-frequency integrations
- Logging and audit trails for integration activity
Module 12: Security, Compliance, and Access Control - Role-based access control (RBAC) principles in Remedy
- Defining functional roles and data access policies
- Creating custom roles for hybrid team structures
- Field-level access control for sensitive data
- Row-level filtering to restrict record visibility
- Secure communication: TLS configuration and certificate management
- Session timeout and authentication lockout policies
- Audit trail setup for critical record changes
- Compliance with GDPR, HIPAA, SOX, and ISO 27001
- Reporting on unauthorised access attempts
- Managing service account permissions securely
- Third-party vendor access: Time-bound and scoped access
- Password policies and rotation enforcement
- Regular access reviews and recertification workflows
- Generating compliance reports for internal audits
Module 13: Advanced Customisation and Extensions - Extending forms with custom fields and data types
- Creating new application modules using Developer Studio
- Designing custom entry points and navigation menus
- Using overlays to preserve customisations across upgrades
- Developing custom active links for complex business logic
- Integrating JavaScript for dynamic client-side behaviour
- Creating custom views for different user roles
- Building linked forms for multi-record workflows
- Using DSO (Data Source Object) for external data queries
- Deploying custom applications using DMT packages
- Version control for custom objects and change tracking
- Testing customisations in staging environments
- Designing upgrade-safe extension strategies
- Performance optimisation for heavily customised forms
- Documenting custom logic for maintainability
Module 14: Performance Tuning and System Optimisation - Identifying performance bottlenecks in Remedy environments
- Analysing form loading times and query execution speed
- Optimising database indexes for frequently searched fields
- Reducing workflow complexity to improve processing time
- Caching strategies for commonly accessed data
- Monitoring server resource usage: CPU, memory, disk I/O
- Tuning AR System server configuration parameters
- Configuring connection pools for database access
- Handling large-volume data imports efficiently
- Archiving old records to reduce table size
- Using purging jobs to manage data lifecycle
- Performance impact of active links and filters
- Best practices for high-transaction environments
- Setting up monitoring for system health and uptime
- Creating alerts for slow response indicators
Module 15: Real-World Project: End-to-End Service Management Deployment - Defining project scope: From discovery to go-live
- Stakeholder alignment and requirements gathering
- Designing the target service model and escalation paths
- Mapping business services to CMDB structure
- Configuring incident, problem, and change workflows
- Building service catalog with approval and fulfilment logic
- Setting up SLAs, notifications, and dashboards
- Integrating with LDAP for user provisioning
- Testing workflows with sample data and edge cases
- Conducting user acceptance testing (UAT) sessions
- Gathering feedback and refining design
- Finalising data migration from legacy systems
- Creating operational documentation and runbooks
- Training service desk teams on new processes
- Go-live checklist and post-implementation review plan
Module 16: Certification Preparation and Career Advancement - Overview of The Art of Service Certificate of Completion
- Exam structure: Scenario-based, hands-on knowledge validation
- Key competencies assessed: Configuration, Workflow, Reporting
- Study checklist: High-priority topics and reinforcement drills
- Practice scenario: Build a complete ITSM process in test environment
- Common mistakes to avoid in implementation
- Time management during certification assessment
- How to document your project work for review
- Using the certificate on LinkedIn and job applications
- Referencing The Art of Service in professional profiles
- Networking with certified peers in the community
- Advancing to roles: ITSM Lead, Remedy Architect, Service Manager
- Positioning expertise during salary negotiation
- Preparing for internal audits and compliance reviews
- Lifetime access to updated study materials and resources
- Remedy Web Services: REST and SOAP access methods
- Authentication models: Basic, Token, OAuth
- Querying data via API with filtering and pagination
- Creating and updating records programmatically
- Webhook setup for real-time event triggers
- Integration with monitoring tools: Nagios, Zabbix, Splunk
- Automated incident creation from alert systems
- Bi-directional sync with asset management databases
- Integrating with collaboration platforms: Slack, Microsoft Teams
- Using Flow Designer for low-code integration workflows
- Event Management integration with ProactiveNet
- Single sign-on (SSO) with SAML and federated identity
- Secure tunnel configuration for external system access
- Performance impact analysis of high-frequency integrations
- Logging and audit trails for integration activity
Module 12: Security, Compliance, and Access Control - Role-based access control (RBAC) principles in Remedy
- Defining functional roles and data access policies
- Creating custom roles for hybrid team structures
- Field-level access control for sensitive data
- Row-level filtering to restrict record visibility
- Secure communication: TLS configuration and certificate management
- Session timeout and authentication lockout policies
- Audit trail setup for critical record changes
- Compliance with GDPR, HIPAA, SOX, and ISO 27001
- Reporting on unauthorised access attempts
- Managing service account permissions securely
- Third-party vendor access: Time-bound and scoped access
- Password policies and rotation enforcement
- Regular access reviews and recertification workflows
- Generating compliance reports for internal audits
Module 13: Advanced Customisation and Extensions - Extending forms with custom fields and data types
- Creating new application modules using Developer Studio
- Designing custom entry points and navigation menus
- Using overlays to preserve customisations across upgrades
- Developing custom active links for complex business logic
- Integrating JavaScript for dynamic client-side behaviour
- Creating custom views for different user roles
- Building linked forms for multi-record workflows
- Using DSO (Data Source Object) for external data queries
- Deploying custom applications using DMT packages
- Version control for custom objects and change tracking
- Testing customisations in staging environments
- Designing upgrade-safe extension strategies
- Performance optimisation for heavily customised forms
- Documenting custom logic for maintainability
Module 14: Performance Tuning and System Optimisation - Identifying performance bottlenecks in Remedy environments
- Analysing form loading times and query execution speed
- Optimising database indexes for frequently searched fields
- Reducing workflow complexity to improve processing time
- Caching strategies for commonly accessed data
- Monitoring server resource usage: CPU, memory, disk I/O
- Tuning AR System server configuration parameters
- Configuring connection pools for database access
- Handling large-volume data imports efficiently
- Archiving old records to reduce table size
- Using purging jobs to manage data lifecycle
- Performance impact of active links and filters
- Best practices for high-transaction environments
- Setting up monitoring for system health and uptime
- Creating alerts for slow response indicators
Module 15: Real-World Project: End-to-End Service Management Deployment - Defining project scope: From discovery to go-live
- Stakeholder alignment and requirements gathering
- Designing the target service model and escalation paths
- Mapping business services to CMDB structure
- Configuring incident, problem, and change workflows
- Building service catalog with approval and fulfilment logic
- Setting up SLAs, notifications, and dashboards
- Integrating with LDAP for user provisioning
- Testing workflows with sample data and edge cases
- Conducting user acceptance testing (UAT) sessions
- Gathering feedback and refining design
- Finalising data migration from legacy systems
- Creating operational documentation and runbooks
- Training service desk teams on new processes
- Go-live checklist and post-implementation review plan
Module 16: Certification Preparation and Career Advancement - Overview of The Art of Service Certificate of Completion
- Exam structure: Scenario-based, hands-on knowledge validation
- Key competencies assessed: Configuration, Workflow, Reporting
- Study checklist: High-priority topics and reinforcement drills
- Practice scenario: Build a complete ITSM process in test environment
- Common mistakes to avoid in implementation
- Time management during certification assessment
- How to document your project work for review
- Using the certificate on LinkedIn and job applications
- Referencing The Art of Service in professional profiles
- Networking with certified peers in the community
- Advancing to roles: ITSM Lead, Remedy Architect, Service Manager
- Positioning expertise during salary negotiation
- Preparing for internal audits and compliance reviews
- Lifetime access to updated study materials and resources
- Extending forms with custom fields and data types
- Creating new application modules using Developer Studio
- Designing custom entry points and navigation menus
- Using overlays to preserve customisations across upgrades
- Developing custom active links for complex business logic
- Integrating JavaScript for dynamic client-side behaviour
- Creating custom views for different user roles
- Building linked forms for multi-record workflows
- Using DSO (Data Source Object) for external data queries
- Deploying custom applications using DMT packages
- Version control for custom objects and change tracking
- Testing customisations in staging environments
- Designing upgrade-safe extension strategies
- Performance optimisation for heavily customised forms
- Documenting custom logic for maintainability
Module 14: Performance Tuning and System Optimisation - Identifying performance bottlenecks in Remedy environments
- Analysing form loading times and query execution speed
- Optimising database indexes for frequently searched fields
- Reducing workflow complexity to improve processing time
- Caching strategies for commonly accessed data
- Monitoring server resource usage: CPU, memory, disk I/O
- Tuning AR System server configuration parameters
- Configuring connection pools for database access
- Handling large-volume data imports efficiently
- Archiving old records to reduce table size
- Using purging jobs to manage data lifecycle
- Performance impact of active links and filters
- Best practices for high-transaction environments
- Setting up monitoring for system health and uptime
- Creating alerts for slow response indicators
Module 15: Real-World Project: End-to-End Service Management Deployment - Defining project scope: From discovery to go-live
- Stakeholder alignment and requirements gathering
- Designing the target service model and escalation paths
- Mapping business services to CMDB structure
- Configuring incident, problem, and change workflows
- Building service catalog with approval and fulfilment logic
- Setting up SLAs, notifications, and dashboards
- Integrating with LDAP for user provisioning
- Testing workflows with sample data and edge cases
- Conducting user acceptance testing (UAT) sessions
- Gathering feedback and refining design
- Finalising data migration from legacy systems
- Creating operational documentation and runbooks
- Training service desk teams on new processes
- Go-live checklist and post-implementation review plan
Module 16: Certification Preparation and Career Advancement - Overview of The Art of Service Certificate of Completion
- Exam structure: Scenario-based, hands-on knowledge validation
- Key competencies assessed: Configuration, Workflow, Reporting
- Study checklist: High-priority topics and reinforcement drills
- Practice scenario: Build a complete ITSM process in test environment
- Common mistakes to avoid in implementation
- Time management during certification assessment
- How to document your project work for review
- Using the certificate on LinkedIn and job applications
- Referencing The Art of Service in professional profiles
- Networking with certified peers in the community
- Advancing to roles: ITSM Lead, Remedy Architect, Service Manager
- Positioning expertise during salary negotiation
- Preparing for internal audits and compliance reviews
- Lifetime access to updated study materials and resources
- Defining project scope: From discovery to go-live
- Stakeholder alignment and requirements gathering
- Designing the target service model and escalation paths
- Mapping business services to CMDB structure
- Configuring incident, problem, and change workflows
- Building service catalog with approval and fulfilment logic
- Setting up SLAs, notifications, and dashboards
- Integrating with LDAP for user provisioning
- Testing workflows with sample data and edge cases
- Conducting user acceptance testing (UAT) sessions
- Gathering feedback and refining design
- Finalising data migration from legacy systems
- Creating operational documentation and runbooks
- Training service desk teams on new processes
- Go-live checklist and post-implementation review plan