Accredited Test Bank Solution For
[Solutions Available] BMC ANSWERS
[All Lessons Included]
Complete Content Solution Manual
are Included
• Rapid Download
• Quick Turnaround
• Complete Content Provided
, Table of Contents are Given Below
Part 1: Foundations of Enterprise IT Management & BMC Overview
• 1. Introduction to IT Service Management (ITSM) and ITIL:
o Definition and importance of ITSM.
o Overview of the ITIL (Information Technology Infrastructure Library) framework.
o Key ITIL processes: Service Strategy, Service Design, Service Transition, Service Operation,
Continual Service Improvement.
o How BMC solutions align with and enable ITIL processes.
o Benefits of adopting ITIL and ITSM best practices.
• 2. Introduction to IT Operations Management (ITOM):
o Definition and importance of ITOM.
o Key ITOM domains: Event Management, Performance Monitoring, Automation, Network
Management, Storage Management.
o The role of ITOM in maintaining IT service availability and performance.
• 3. Introduction to Automation in IT:
o Definition and types of IT automation (e.g., Runbook Automation, Robotic Process Automation
(RPA), Orchestration).
o Benefits of IT automation: efficiency, consistency, cost reduction, error reduction.
o Automation's role in DevOps and AIOps initiatives.
• 4. BMC Product Portfolio Overview:
o High-level understanding of key BMC product families:
▪ BMC Helix (SaaS-based ITSM, ITOM, AIOps).
▪ BMC TrueSight (on-prem ITOM).
▪ Control-M (Workload Automation).
▪ Remedy (classic ITSM platform).
▪ Discovery (formerly ADDM).
▪ Blades (Client Management, Server Automation).
o Understanding the primary use cases and value propositions for each major product.
Part 2: IT Service Management (ITSM) with BMC Helix ITSM
• 1. Incident Management:
o Purpose and process of Incident Management (ITIL).
o Logging, categorization, prioritization, escalation, diagnosis, resolution, and closure of incidents.
o Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) in Incident
Management.
o Using BMC Helix ITSM for incident creation, assignment, tracking, and reporting.
o Integration with Knowledge Management for faster resolution.
• 2. Problem Management:
o Purpose and process of Problem Management (ITIL) – reactive and proactive.
o Distinction between Incidents and Problems.
o Root Cause Analysis (RCA) techniques.
o Known Errors and Workarounds.
o Using BMC Helix ITSM for problem record creation, investigation, and tracking.
• 3. Change Management:
o Purpose and process of Change Management (ITIL).
o Types of changes (Standard, Normal, Emergency).
PAGE 1
, o Change Advisory Board (CAB) functions.
o Risk assessment and impact analysis for changes.
o Using BMC Helix ITSM for change request submission, approval workflows, planning, and
implementation tracking.
o Integration with Configuration Management.
• 4. Request Fulfillment / Service Catalog:
o Purpose and process of Request Fulfillment.
o Design and benefits of a Service Catalog.
o Defining service offerings, approvals, and fulfillment workflows.
o Using BMC Helix Digital Workplace (DWP) / MyIT for self-service requests and knowledge
access.
o User experience (UX) considerations for self-service.
• 5. Asset Management & Configuration Management Database (CMDB):
o Asset Management: Tracking IT assets (hardware, software licenses) throughout their lifecycle.
o Configuration Management Database (CMDB):
▪ Purpose, structure, and importance of a CMDB.
▪ Configuration Items (CIs) and their attributes.
▪ Relationships between CIs (e.g., application depends on server).
▪ Data federation and reconciliation.
▪ Using BMC Atrium CMDB (part of BMC Helix Platform) for CI discovery, population,
and maintenance.
▪ The role of BMC Discovery (formerly ADDM) in automated CMDB population.
o Integration of CMDB with Incident, Problem, and Change Management.
• 6. Knowledge Management:
o Purpose and benefits of Knowledge Management in ITSM.
o Knowledge article lifecycle: creation, approval, publication, review, retirement.
o Types of knowledge (Known Errors, FAQs, how-to guides).
o Using BMC Helix Knowledge Management for article creation, search, and utilization.
• 7. Service Level Management (SLM):
o Definition and importance of SLAs, OLAs, and Underpinning Contracts (UCs).
o Defining service targets, metrics, and reporting.
o Monitoring and reporting on SLA compliance within BMC Helix ITSM.
Part 3: IT Operations Management (ITOM) & AIOps with BMC Helix/TrueSight
• 1. Event Management:
o Definition and purpose of Event Management.
o Event sources (monitoring tools, logs).
o Event correlation, de-duplication, and enrichment.
o Alerting and notification mechanisms.
o Using BMC Helix Operations Management (OM) or TrueSight Operations Management
(TSOM) for event collection, processing, and visualization.
• 2. Performance Monitoring and Capacity Planning:
o Key performance indicators (KPIs) for IT infrastructure and applications.
o Monitoring techniques (agent-based, agentless).
o Baseline performance and anomaly detection.
o Capacity planning principles.
o Using BMC Helix/TrueSight for performance data collection, dashboards, and reporting.
• 3. AIOps (Artificial Intelligence for IT Operations):
o Definition and principles of AIOps.
PAGE 2
, o Leveraging AI/ML for:
▪ Proactive anomaly detection.
▪ Predictive analytics.
▪ Automated root cause analysis.
▪ Intelligent alarming and noise reduction.
o BMC's approach to AIOps within the Helix platform.
• 4. Network Monitoring (Optional/Advanced):
o Network device monitoring (routers, switches, firewalls).
o Network performance metrics (latency, bandwidth, packet loss).
o Network topology mapping.
o Relevant BMC solutions for network management (e.g., TrueSight Network
Automation/Operations).
• 5. Cloud Cost Management (Optional/Advanced):
o Visibility and optimization of cloud spending (AWS, Azure, GCP).
o Cost allocation and forecasting.
o Relevant BMC solutions (e.g., BMC Helix Cloud Cost).
Part 4: Workload Automation & Orchestration with Control-M
• 1. Introduction to Workload Automation:
o Definition and evolution of workload automation.
o Distinction from simple scheduling.
o Benefits: reliability, visibility, efficiency, compliance.
• 2. Control-M Architecture:
o Key components: Control-M/Enterprise Manager, Control-M/Server, Control-M/Agent, Control-
M/Client.
o Understanding the flow of job execution.
• 3. Job Definition and Scheduling:
o Defining jobs (scripts, applications, database procedures).
o Scheduling options (calendar-based, event-based).
o Job dependencies (conditional, resource-based).
o Using Control-M/Workload Automation client for job creation and management.
• 4. Monitoring and Alerting in Control-M:
o Monitoring job status and progress.
o Setting up alerts for job failures, delays, or completion.
o Dashboards and reporting.
• 5. Advanced Control-M Features (Concepts):
o Application Integrator.
o Web Services and API integration.
o High Availability and Disaster Recovery concepts for Control-M.
o DevOps integration with Control-M.
Part 5: Security & Compliance (Cross-Cutting)
• 1. Role-Based Access Control (RBAC):
o Implementing and managing user roles and permissions across BMC solutions.
o Principle of least privilege.
• 2. Data Security and Privacy:
o Protection of sensitive data within BMC databases (encryption, masking).
o Compliance considerations (e.g., GDPR, HIPAA, local data privacy regulations).
PAGE 3
[Solutions Available] BMC ANSWERS
[All Lessons Included]
Complete Content Solution Manual
are Included
• Rapid Download
• Quick Turnaround
• Complete Content Provided
, Table of Contents are Given Below
Part 1: Foundations of Enterprise IT Management & BMC Overview
• 1. Introduction to IT Service Management (ITSM) and ITIL:
o Definition and importance of ITSM.
o Overview of the ITIL (Information Technology Infrastructure Library) framework.
o Key ITIL processes: Service Strategy, Service Design, Service Transition, Service Operation,
Continual Service Improvement.
o How BMC solutions align with and enable ITIL processes.
o Benefits of adopting ITIL and ITSM best practices.
• 2. Introduction to IT Operations Management (ITOM):
o Definition and importance of ITOM.
o Key ITOM domains: Event Management, Performance Monitoring, Automation, Network
Management, Storage Management.
o The role of ITOM in maintaining IT service availability and performance.
• 3. Introduction to Automation in IT:
o Definition and types of IT automation (e.g., Runbook Automation, Robotic Process Automation
(RPA), Orchestration).
o Benefits of IT automation: efficiency, consistency, cost reduction, error reduction.
o Automation's role in DevOps and AIOps initiatives.
• 4. BMC Product Portfolio Overview:
o High-level understanding of key BMC product families:
▪ BMC Helix (SaaS-based ITSM, ITOM, AIOps).
▪ BMC TrueSight (on-prem ITOM).
▪ Control-M (Workload Automation).
▪ Remedy (classic ITSM platform).
▪ Discovery (formerly ADDM).
▪ Blades (Client Management, Server Automation).
o Understanding the primary use cases and value propositions for each major product.
Part 2: IT Service Management (ITSM) with BMC Helix ITSM
• 1. Incident Management:
o Purpose and process of Incident Management (ITIL).
o Logging, categorization, prioritization, escalation, diagnosis, resolution, and closure of incidents.
o Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) in Incident
Management.
o Using BMC Helix ITSM for incident creation, assignment, tracking, and reporting.
o Integration with Knowledge Management for faster resolution.
• 2. Problem Management:
o Purpose and process of Problem Management (ITIL) – reactive and proactive.
o Distinction between Incidents and Problems.
o Root Cause Analysis (RCA) techniques.
o Known Errors and Workarounds.
o Using BMC Helix ITSM for problem record creation, investigation, and tracking.
• 3. Change Management:
o Purpose and process of Change Management (ITIL).
o Types of changes (Standard, Normal, Emergency).
PAGE 1
, o Change Advisory Board (CAB) functions.
o Risk assessment and impact analysis for changes.
o Using BMC Helix ITSM for change request submission, approval workflows, planning, and
implementation tracking.
o Integration with Configuration Management.
• 4. Request Fulfillment / Service Catalog:
o Purpose and process of Request Fulfillment.
o Design and benefits of a Service Catalog.
o Defining service offerings, approvals, and fulfillment workflows.
o Using BMC Helix Digital Workplace (DWP) / MyIT for self-service requests and knowledge
access.
o User experience (UX) considerations for self-service.
• 5. Asset Management & Configuration Management Database (CMDB):
o Asset Management: Tracking IT assets (hardware, software licenses) throughout their lifecycle.
o Configuration Management Database (CMDB):
▪ Purpose, structure, and importance of a CMDB.
▪ Configuration Items (CIs) and their attributes.
▪ Relationships between CIs (e.g., application depends on server).
▪ Data federation and reconciliation.
▪ Using BMC Atrium CMDB (part of BMC Helix Platform) for CI discovery, population,
and maintenance.
▪ The role of BMC Discovery (formerly ADDM) in automated CMDB population.
o Integration of CMDB with Incident, Problem, and Change Management.
• 6. Knowledge Management:
o Purpose and benefits of Knowledge Management in ITSM.
o Knowledge article lifecycle: creation, approval, publication, review, retirement.
o Types of knowledge (Known Errors, FAQs, how-to guides).
o Using BMC Helix Knowledge Management for article creation, search, and utilization.
• 7. Service Level Management (SLM):
o Definition and importance of SLAs, OLAs, and Underpinning Contracts (UCs).
o Defining service targets, metrics, and reporting.
o Monitoring and reporting on SLA compliance within BMC Helix ITSM.
Part 3: IT Operations Management (ITOM) & AIOps with BMC Helix/TrueSight
• 1. Event Management:
o Definition and purpose of Event Management.
o Event sources (monitoring tools, logs).
o Event correlation, de-duplication, and enrichment.
o Alerting and notification mechanisms.
o Using BMC Helix Operations Management (OM) or TrueSight Operations Management
(TSOM) for event collection, processing, and visualization.
• 2. Performance Monitoring and Capacity Planning:
o Key performance indicators (KPIs) for IT infrastructure and applications.
o Monitoring techniques (agent-based, agentless).
o Baseline performance and anomaly detection.
o Capacity planning principles.
o Using BMC Helix/TrueSight for performance data collection, dashboards, and reporting.
• 3. AIOps (Artificial Intelligence for IT Operations):
o Definition and principles of AIOps.
PAGE 2
, o Leveraging AI/ML for:
▪ Proactive anomaly detection.
▪ Predictive analytics.
▪ Automated root cause analysis.
▪ Intelligent alarming and noise reduction.
o BMC's approach to AIOps within the Helix platform.
• 4. Network Monitoring (Optional/Advanced):
o Network device monitoring (routers, switches, firewalls).
o Network performance metrics (latency, bandwidth, packet loss).
o Network topology mapping.
o Relevant BMC solutions for network management (e.g., TrueSight Network
Automation/Operations).
• 5. Cloud Cost Management (Optional/Advanced):
o Visibility and optimization of cloud spending (AWS, Azure, GCP).
o Cost allocation and forecasting.
o Relevant BMC solutions (e.g., BMC Helix Cloud Cost).
Part 4: Workload Automation & Orchestration with Control-M
• 1. Introduction to Workload Automation:
o Definition and evolution of workload automation.
o Distinction from simple scheduling.
o Benefits: reliability, visibility, efficiency, compliance.
• 2. Control-M Architecture:
o Key components: Control-M/Enterprise Manager, Control-M/Server, Control-M/Agent, Control-
M/Client.
o Understanding the flow of job execution.
• 3. Job Definition and Scheduling:
o Defining jobs (scripts, applications, database procedures).
o Scheduling options (calendar-based, event-based).
o Job dependencies (conditional, resource-based).
o Using Control-M/Workload Automation client for job creation and management.
• 4. Monitoring and Alerting in Control-M:
o Monitoring job status and progress.
o Setting up alerts for job failures, delays, or completion.
o Dashboards and reporting.
• 5. Advanced Control-M Features (Concepts):
o Application Integrator.
o Web Services and API integration.
o High Availability and Disaster Recovery concepts for Control-M.
o DevOps integration with Control-M.
Part 5: Security & Compliance (Cross-Cutting)
• 1. Role-Based Access Control (RBAC):
o Implementing and managing user roles and permissions across BMC solutions.
o Principle of least privilege.
• 2. Data Security and Privacy:
o Protection of sensitive data within BMC databases (encryption, masking).
o Compliance considerations (e.g., GDPR, HIPAA, local data privacy regulations).
PAGE 3
