Professional Report

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.
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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:

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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
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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.
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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
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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:
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Copyright BMC Software, Inc. 2015
Remedyforce Customer Education
Getting Started with Remedyforce Series
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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.
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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.