BMC SERVICE REQUEST MANAGEMENT
COURSE ABSTRACT
BMC WORK ORDER MANAGEMENT 7.6:
USING
COURSE CODE
»
RSMG-WOMU-0760
PRODUCT RELEASE
»
BMC Work Order Management
v7.6
DELIVERY METHOD 
»
Web-Based Training (WBT)
COURSE DURATION 
»
2 Hours
TARGET AUDIENCE 
»
»
Work Order Managers
Work Order Assignees
PREREQUISITES
None
COURSE OVERVIEW
Work Order Management is a back-end application of BMC Service Request
Management (BMC SRM), providing basic facilities for assignment, status, work info, and
task management. The SRM integration with Work Order Management allows users to
create a generic work-order process. This online course provides Work Order
Administrators and Managers with the information and experience they need to fulfill
service requests successfully.
Students will learn about the Work Order Console functional areas, the work order
lifecycle, managing work orders, the usage of BMC Service Level Management with work
orders, working with tasks, and searching records.
COURSE OBJECTIVES
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Describe Service Request Management
Identify how SRM integrates with the BSM platform
Identify the SRM components
Describe Self Service Interface (Request Entry)
Describe Service Catalog
Describe Request Management
Describe Work Orders in the SRM architecture
Access the Work Order Management application
Identify Work Order permissions and roles
Navigate the Work Order Console
Describe relationship between Service Request and Work Order
Navigate the Work Order form
Describe Work Order form fields
Identify the Work Order form views
Use the Work Order form
Identify the Work Order lifecycle/status transitions
Create and add Work Orders
Modify Work Orders
Create Work Order assignments
Add Work Order details
Describe the components of Task Management System (TMS)
List Task Management System (TMS) permission groups
Create Work Order task groups and tasks
Modify tasks
Add work information to a task
Plan the time for tasks
Assign tasks
Reassign, cancel, and close tasks
BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service
marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2010 BMC Software, Inc. All rights reserved.
For additional information about BMC Educational Services, please visit us at
www.bmc.com/education.
1
BMC SERVICE REQUEST MANAGEMENT
COURSE ABSTRACT
BMC WORK ORDER MANAGEMENT 7.6:
USING
COURSE ACTIVITIES
Module Level Quizzes
» End of Course Exam
» Engaging Interactions
» Product Simulations
»
COURSE OBJECTIVES (continued)
View service targets in Work Order Management
Create service targets for a Work Order
Use a predefined search
Use a custom search
Create a custom search with advanced qualifications
»
»
»
»
»
CERTIFICATION PATH 
»
This course is part of the
BMC Service Request
Management Certification Path
COURSE MODULES
1
COURSE OVERVIEW
2
»
»
Have multiple students?
Contact us to discuss hosting a
private class for your organization
Contact us for additional
information 
Introducing SRM
Work Order Management System
Work Order Console and Permissions
»
»
»
DISCOUNT OPTIONS
3
»
»
»
5
»
»
WORK ORDER FORM
Functional Areas of the Work Order Form
Working with the Work Order Form
Managing Work Orders
INTRODUCTION TO WORK ORDER
MANAGEMENT
4
»
»
»
WORKING WITH TASKS
Task Management System
Task Groups and Tasks
Working with Tasks
OTHER FUNCTIONALITY
Using BMC Service Level Management
with Work Orders
Searching for Records
BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service
marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2010 BMC Software, Inc. All rights reserved.
For additional information about BMC Educational Services, please visit us at
www.bmc.com/education.
2