Role:	Go to:
System Administration	BMC Service Desk Express 9.x: Administering Part 1 BMC Service Desk Express 9.x: Administering Part 2 BMC Service Desk Express 9.x: Administering Part 3
Reporting	BMC Service Desk Express 9.x: Using Crystal Reports BMC Service Desk Express 9.x: Advanced Crystal Reports
Asset and Change Management	BMC Service Desk Express 9.x: Implementing Asset and Change Management

BMC® Service Desk Express 9.x: Administering - Part 1
Duration:  5 days
In Part 1 of the Administering course, students learn how to install, configure, and manage BMC Service Desk Express. Participants learn how to effectively navigate through BMC Service Desk Express (SDE) and discover how to use SDE’s Customization Wizard, view and create basic Business Rules, and use the System Administration tool to tailor the application to general and specific business needs.   

This course material is technical and designed as an introduction to SDE for system administrators, group administrators, implementation staff, and other key personnel. It is not suitable for end-users of the application. 

Click here for a course outline.

Back to top

BMC® Service Desk Express 9.x: Administering - Part 2
Duration:  4 days 
In Part 2 of the Administering course, students learn advanced concepts regarding configuring and managing BMC Service Desk Express (SDE). Participants learn how to use SDE’s Customization Wizard, Business Automation engine, and Database Administration tool to tailor the application to specific business needs.  

This course is intermediate in complexity and is designed as the next step for system administrators, group administrators, and implementation staff. It is not suitable for end-users of the application.

Click here for a course outline. 

Back to top

BMC® Service Desk Express 9.x: Administering - Part 3
Duration:  4 days 
In Part 3 of the Administering course, experienced BMC Service Desk Express (SDE) administrators expand their knowledge of business automation and learn how to maximize their return on investment in the BMC Service Desk Express solution. This course imparts the skills necessary to customize and automate tasks throughout SDE.  

This is an advanced course designed specifically for experienced system administrators, group administrators, and implementation staff. It is not suitable for end-users of the application. 

Click here for a course outline.

Back to top

BMC® Service Desk Express 9.x: Using Crystal Reports
Duration:  2 days 
In this course, students learn to effectively use the Crystal Report Designer to generate reports on service desk activity. Participants learn how to design complex reports by working with fields and formulas, grouping and sorting records and working with multiple tables.

This course is intended for service desk managers and report writers.

Click here for a course outline.

Back to top

BMC® Service Desk Express 9.x: Advanced Crystal Reports
Duration:  3 days 
In this course, students learn to effectively use the Crystal Report Designer to generate reports on service desk activity. Students learn to use functions, controls, operators, and “Basic” language syntax to create complex and robust reports.

This course is intended for service desk managers and report writers.

Click here for a course outline. 

Back to top

BMC® Service Desk Express 9.x: Implementing Asset Management & Change Management
Duration:  2 days
This course provides the student with the knowledge necessary to implement Asset Management and Change Management principles within their application. The first part of the class is dedicated to providing a comprehensive overview of the BMC Service Desk Express (SDE) database architecture. Hands-on practice demonstrations of the features and functions inherent in SDE modules are demonstrated, allowing SDE administrators to customize and populate the Asset Management modules. Students learn to effectively navigate through the SDE application by creating and managing vendors and service contracts, creating inventory catalogs, as well as creating and assigning configurations.

The second part of the class provides the student with the basic skills necessary to utilize the SDE Change and Configuration Management Option pack. Participants gain an understanding of the concepts of change management, the SDE Change Management Console, RFC management and work orders in relation to RFCs.

This course is intended for intermediate system or group administrators, asset management staff, procurement managers, or SDE administrators.

Click here for a course outline. 

Back to top