Here are a few of the tutorials that will be presented at WWRUG10 by Lenny Warren:
To see the complete list click here <http://www.wwrug.org/wwrug10/session_10tut.html> Building a Knowledge Base in the AR System. In this tutorial you will learn the benefits of knowledge management how to develop a Knowledge Base process that can be integrated into the AR System. We will go over the features of Remedy Knowledge Management (RKM) and how it integrates with Incident Management and Remedy Requester. You will learn about the different types of knowledge documents and the benefit of developing standards for each one. You will learn about the lifecycle of knowledge documents and how to keep them up to date. Building an AR System Training Program. Companies that invest in training programs can expect to get a significant return on their investment. Well trained employees are generally more knowledgeable about their tools and have a better understanding of their requirements. Once the need for training has been identified, you must get re-enforcement from management both in terms of employee compliance and budget. First you need to determine type of training program that is appropriate for your organization. It is important that employees like the product that they work with. We will discuss some of the common challenges that you will have to deal with. Finally, we need to show management that the training program was successful. We will discuss some methods for evaluating the success of the training program. Building Data Driven Process in the AR System. In a rapidly changing business environment, data driven processes have several important benefits. They allow for greater flexibility and improved performance. In addition, they can be changed quickly in response to external changes. The AR System itself has become much more data driven over the years so it is especially important to have a good understanding of this topic. We will discuss efficient vs. inefficient processes. We will set up some data driven process and describe the benefits of these processes. Building Relationships within the AR System. Have you wondered how a ticket in one form can be associated to a ticket stored within another form? This tutorial will take you through the different methods available to relating requests between forms, through the means of Field IDs 1 and 179; Global Field utilization; Data Driven Form processing; and other means of relating requests to one another. Customizing Best Practices for BMC ITSM 7.6 Applications. Do you know how to advance your out-of-the-box ITSM Applications beyond what is provided within each of the applications? This tutorial session will show you how to make the right changes for the right reasons. You will review the best practice recommendations along with a Risk Level guide provided. Customizations should not be done; however, you will encounter various reasons for making a change. This is the right course to take if you have never modified ITSM before. Phil Bautista, WWRUG10 Advisory Board 512-731-0304 http://www.linkedin.com/in/philbautista http://www.wwrug.org/wwrug10/contact_phil.html _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
