White Paper Remedyforce Customer Education Getting Started with Remedyforce Series Tina Vega & Crystal Miceli 18 March 2015 Remedyforce Customer Education Getting Started with Remedyforce Series Welcome to the “Getting Started with BMC Remedyforce” Series Today’s IT departments must drive business growth and innovation, while coping with less resources and increasing complexity. To do this, they require an IT Service Management solution that provides best practices while minimizing costs. BMC Remedyforce is built on Salesforce—the world's most widely used cloud platform—to deliver complete IT service management functionality with the secure social, mobile, and collaborative capabilities users expect. With the “Getting Started with Remedyforce” white paper series, our aim is to help you leverage BMC Remedyforce to improve the effectiveness and efficiency of your ITSM operations. Each paper addresses a specific area of interest and provides you with conceptual, functional and technical best practices to make configuration decisions and take action to gain value from your BMC Remedyforce investment. Remedyforce Certification Process If you are a current or prospective BMC Remedyforce administrator, this white paper will explain the education available to you to prepare you for ownership of BMC Remedyforce. There are a few elements to BMC Remedyforce education available to this audience: Complimentary Web-Based Training – Available to any BMC Remedyforce customer at no charge, these web-based training courses are interactive and informative, and provide you with a baseline understanding of the capabilities of Remedyforce as well as instruction on how to perform the most common configuration tasks. Administrative Essentials Training – Available as a four-day instructor led course, this activity takes you on a live tour of BMC Remedyforce, with an opportunity to ask questions and explore topics further as needed. This session can be delivered either as part of your BMC Remedyforce onboarding services or separately. BMC Certified Professional (BCP) for Remedyforce – For Remedyforce administrators looking to validate their expertise, this program will give you the rights to declare yourself a badged, certified professional. It includes tests of knowledge and practical application of Remedyforce skills. This paper will explain in detail all the options available to you, so you can determine what approach best fits your needs. Complimentary Web-Based Training Web-Based Training for Remedyforce is available on the BMC Education site. There are a total of 7 self-paced courses. Most are one hour to one hour and twenty minutes, however the Administering Remedyforce WBT is 3 hours. More information can be found here, http://www.bmc.com/education/learning-paths/bmc-remedyforcetraining.html. (If you are going on to BCP certification, these must be completed prior to that class.) They provide great insight and knowledge on the product. The table below describes what is covered in each module. PAGE 2 OF 7 Copyright BMC Software, Inc. 2015 Remedyforce Customer Education Getting Started with Remedyforce Series Module Title Topics BMC Remedyforce: Administrating (WBT) Explains the concepts and procedures about administration and configuration BMC Remedyforce: Change Management & Release Management (WBT) Explains the concepts and procedures for change managers to configure data, create and manage Change Requests, create change assessments and use the approval process to approve Change Requests BMC Remedyforce: Configuration Management (WBT) Explains the concepts and procedures of Change Management assisting change managers to create, manage and work with configuration items (Cis) BMC Remedyforce: Incident Management & Problem Management (WBT) Features and functionality of Incident Console, Task Console and Problem Console BMC Remedyforce: Service Level Management (WBT) Explains the concepts and procedures of Service Level Management for staff users and Change Managers BMC Remedyforce: Service Request Management (WBT) Explains the concepts and procedures of service request for help staff users and change managers BMC Remedyforce: Using Self Service Portal (WBT) Explains the concepts and procedures for help client users of the self-service portal to manage tickets, create service requests, work with approvals, quick links and broadcasts Administrator Essentials Training Led by BMC Certified Consultants or a BMC Education Instructor, Administrator Essentials is a 4-day interactive session with labs and in-app instruction that ensures administrators are prepared to own their solution after their implementation services project concludes. The session can be delivered either within or separate from a BMC Professional Services project. Topics covered include: Salesforce & BMC Remedyforce History & Overview Understanding the Salesforce Platform BMC Remedyforce Administration BMC Remedyforce Workspaces Configuration & Navigation of: o Problem Management o Service Catalog Management o Request Fulfillment o Release & Deployment Management o Service Asset & Configuration Management o Knowledge Management o Service Level Management o Incident Management o Change Management PAGE 3 OF 7 Copyright BMC Software, Inc. 2015 Remedyforce Customer Education Getting Started with Remedyforce Series BMC Certified Professional - Remedyforce If you choose to become a BMC Certified Professional for Remedyforce, there are two parts to technical education, covering the platform and the product itself. Both are required to achieve BMC Certified Professional status. PART 1: To demonstrate knowledge of the Salesforce platform, BMC requires Salesforce DEV-401 certification.This certification is developed and administered by Salesforce.com. As of this publication, the testing fee costs $200 USD, $100 retake fee. Here are some handy links you can use to prepare for your exam: o Exam Overview: http://certification.salesforce.com/developers o Study Guide: http://certification.salesforce.com/SG_CertifiedDeveloper.pdf o Platform Fundamentals:http://www.salesforce.com/us/developer/docs/fundamentals/index.htm o Fundamentals Workbook: http://www.salesforce.com/us/developer/docs/workbook/index.htm Salesforce offers courses or a student can self-study. More information about the Salesforce Education page for the course can be found here: http://certification.salesforce.com/developers. PART 2: To demonstrate knowledge of BMC Remedyforce, you will need to take the Web-Based Training for Remedyforce, noted in the above section. You will also need to complete the online assessment and practical exam. Study-Kit which includes 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 next step to obtaining BMC Certified Professional for BMC Remedyforce 2014 certification. The study-kit which includes the certification online assessment ensures that participants have the knowledge necessary to attend the practical exam. There is a cost of $225 per student for this study-kit. Skills tested You will be tested on your knowledge of the following: o Configuring and refining the Remedyforce environment, which includes the managing and monitoring of processes and components o Configuring fields, forms, and the linking between Incident, Problem, and Change Management tickets o Configuring email and how it relates to tickets o Configuring Service Level Management and Service Level Agreements o Configuring Knowledge Management o Configuring and reviewing reporting capabilities PAGE 4 OF 7 Copyright BMC Software, Inc. 2015 Remedyforce Customer Education Getting Started with Remedyforce Series Getting Started Step 1. Create an account at www.bmc.com/education or contact your BMC Education Advisor for help with registration. If you already have a BMC Academy/iLearn account, register for the BMC Certified Professional: BMC Remedyforce 2014 Online Assessment online at https://bmc.okta.com/login/login.htm. Step 2. Once you have registered for the BMC Certified Professional: BMC Remedyforce 2014 Online Assessment. This includes access to the study kit and the certification online assessment. Step 3. Study and prepare for the certification online assessment and practical exam. Allow a minimum of six weeks to study and prepare. Step 4. Pass the BMC Certified Professional: BMC Remedyforce 2014 Online Assessment. Step 5. After passing the certification online assessment, your next step is to prepare for the BMC Certified Professional: BMC Remedyforce 2014 Practical Exam. Self-Study Kit When participants register and pay for the certification online assessment, they will receive access to a study kit developed by industry experts. The self-study kit is designed to help prepare for the certification online assessment and practical exam; it is not intended to be a formal piece of training. The study kit is self-paced and contains built-in knowledge checks designed to reinforce understanding of the product. Recommended Product User Manuals o BMC Remedyforce Product Documentation o Salesforce.com Product Documentation o BMC Remedyforce Communities Recommended Experience o Minimum one year experience implementing BMC Remedyforce o Experience working with the Salesforce.com platform Certified Professional Practical 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. This is a 2 day proctored practical exam with a cost of $900. Skills tested Participants will be tested on their knowledge of the following: PAGE 5 OF 7 Copyright BMC Software, Inc. 2015 Remedyforce Customer Education Getting Started with Remedyforce Series o o o o o o o o General Application Settings Incident Management User Management Task Management Service Request Management Service Level Management Change Management Configuration Management (CMDB) Getting Started Step 1. Register and pay for the BMC Certified Professional: BMC Remedyforce 2014 Practical Exam. Step 2. Study and prepare for the practical exam. We suggest a minimum of six weeks. Step 3. Pass the BMC Certified Professional: BMC Remedyforce 2014 Practical Exam. Step 4. Receive certification. In Summary We hope this helps you understand the full range of education options available to our Remedyforce customers. If you have any questions, please feel free to contact BMC Education at [email protected] or your Customer Success Manager at [email protected] BMC Remedyforce has an extremely active user community where you can get answers to additional questions on this topic. We encourage you to take a look at bmc.com/communities. PAGE 6 OF 7 Copyright BMC Software, Inc. 2015 BMC delivers software solutions that help IT transform digital enterprises for the ultimate competitive business advantage. We have worked with thousands of leading companies to create and deliver powerful IT management services. From mainframe to cloud to mobile, we pair high-speed digital innovation with robust IT industrialization—allowing our customers to provide amazing user experiences with optimized IT performance, cost, compliance, and productivity. We believe that technology is the heart of every business, and that IT drives business to the digital age. BMC – Bring IT to Life.
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