Course Overview

Service management and automation are now critical requirements in today’s intricate digital enterprise systems. To effectively handle events, service requests, workflows, and IT assets, businesses all over the world depend on reliable, scalable, and adaptable platforms. Among these platforms, the BMC Remedy Action Request System (AR System) continues to be a fundamental component of IT Service Management (ITSM), serving as the foundation for several BMC applications, including BMC Helix ITSM, Smart IT, and CMDB. Competent AR System administrators are essential to ensuring that Remedy environments stay safe, optimized, and in line with changing business requirements as enterprises update their IT operations.

Installing, configuring, managing, and troubleshooting BMC AR System 20.x environments requires IT professionals to have the knowledge and practical abilities that the BMC Certified Associate: AR System 20.x for Administrators certification course teaches. This course gives you the fundamental skills you need to become a professional and self-assured Remedy system administrator, regardless of whether you’re maintaining an on-premises infrastructure or getting ready to switch to the cloud-based BMC Helix.

Participants will acquire a thorough grasp of the modular design of the AR System during the course, which will cover its essential elements such as the Developer Studio, AR Server, Mid Tier, and integrated applications. The AR System environment is introduced at the beginning of the course, along with the data flow between the database, server, mid-tier, and end-user. In order to ensure safe and legal system access, learners will investigate installation processes, licensing models, user and group administration, and permission configuration.

The course offers hands-on instruction in fundamental administrative activities such form customization, field generation, and workflow design using BMC Developer Studio, since administrators are frequently the first point of contact for Remedy operations. Additionally, participants will learn how to create and edit Active Links, Filters, Escalations, and Guides—essential workflow items that facilitate intricate automation and platform decision-making.

Introduction

The course covers system performance and troubleshooting, which are among the most important responsibilities of an AR system administrator, in addition to configuration and design. Students will learn how to locate and fix system problems utilizing BMC’s logging tools and diagnostic files, including arerror.log, arsql.log, and arfilter.log. Administrators will receive training on how to respond efficiently and reduce business impact, whether they are troubleshooting a failed procedure or identifying performance bottlenecks.

Access control and security are also prioritized. The course offers instructions for setting up authentication techniques suitable for enterprise settings, connecting with directory services (like LDAP), and putting role-based access control (RBAC) into practice. Particular focus is placed on safeguarding web access through the Mid Tier and putting auditing procedures in place to keep an eye on user activity and administrative actions.

We are The Training Bee, a global training and education firm providing services in many countries. We are specialized in capacity building and talent development solutions for individuals and organizations, with our highly customized programs and training sessions.

By the end of the course, students will be equipped to successfully manage and maintain production-grade Remedy environments in addition to being ready to pass the BMC Certified Associate-AR System 20.x exam. System administrators, support engineers, platform owners, and ITSM consultants are just a few of the many positions that can benefit from the acquired abilities.

Remedy administrators are the unsung heroes who keep IT services operating properly in a world where digital operations are becoming more complex and fast-paced. You gain the skills, information, and certification required to become one of them from this course.

Learning Objectives

Upon completing BMC Certified Associate: AR System 20X For Administrators, participants will be able to:

• Recognize the BMC AR System 20.x platform’s architecture and essential elements.
• Install and set up Developer Studio, Mid Tier, and AR System in different settings.
• Use licensing best practices and authorization models to manage users, groups, and roles.
• Use BMC Developer Studio to personalize fields and forms for effective data management.
• Create and execute processes with guides, filters, escalations, and active links.
• Use log files and diagnostic tools to keep an eye on the health of the system and fix problems.
• Integrate authentication and role-based access control to secure the AR System environment.
• Set up messaging processes and notifications for automatic system alerts.
• Put server group configurations into practice for load balancing and high availability.
• Optimize workflow, indexing, and tuning to control system performance

Our Unique Training Methodology

This interactive course comprises the following training methods:

• Journaling – This consists of setting a timer and letting your thoughts flow, unedited and unscripted recording events, ideas, and thoughts over a while, related to the topic.
• Social learning – Information and expertise exchanged amongst peers via computer-based technologies and interactive conversations including Blogging, instant messaging, and forums for debate in groups.
• Project-based learning
• Mind mapping and brainstorming – A session will be carried out between participants to uncover unique ideas, thoughts, and opinions having a quality discussion.
• Interactive sessions – The course will use informative lectures to introduce key concepts and theories related to the topic.
• Presentations – Participants will be presented with multimedia tools such as videos and graphics to enhance learning. These will be delivered engagingly and interactively.

Pre-course assessment

Before you enroll in this course all we wanted to know is your exact mindset and your way of thinking.

• What does the term “AR” in AR System mean?
• Which BMC component acts as the web front-end for users of the AR System?
• Identify the primary distinction between floating and fixed user licenses.
• Which part of the AR system is in charge of processing workflow logic?
• What is the main purpose of an AR system escalation?
• Which object is typically utilized for displaying data entry fields to users?
• Name two different kinds of Remedy workflow objects.
• Which port does the AR Server use by default to connect to clients?

Course Outline

This BMC Certified Associate: AR System 20X For Administrators covers the following topics for understanding the essentials of the Agile Workplace:

Module 1 – AR System Architecture and Components

• In-depth analysis of database interaction, smart IT, mid-tier, and AR server
• Recognizing service layers and system dependencies

Module 2 – Best Practices for Installation and Upgrade

• Procedures for installing the AR System, Mid Tier, and associated parts
• Executing upgrades with less downtime and no data loss
• Configuring licenses and allocating users

Module 3 – Group and User Management

• Permission models and role-based access control (RBAC)
• Overseeing read, floating, and fixed licensing obligations
• The best methods for providing and de-provisioning users

Module 4 – Customization of Forms and Fields

• Form creation and modification with Developer Studio
• Specifying default values, permissions, and field kinds
• Handling custom versus system forms

Module 5 – Workflow Configuration and Design

• Guides, Active Links, Escalations, and Filters
• Connecting workflow elements to automate business processes
• Workflow logic debugging and troubleshooting

Module 6 – Configuring the Mid Tier and Optimizing Performance

• Optimizing the web tier for scalability
• Setting up the servlet, caching, and logging
• Identifying problems with rendering or access

Module 7 – Messages and Notifications

• Configuring notification templates and email engines
• Advanced conditions and notifications based on events
• SMTP and third-party messaging tool integration

Module 8 – Methods for Logging and Troubleshooting AR Systems

• log, Arapi.log, Arsql.log, and Arfilter.log are the AR System logs.
• Techniques and resources for log analysis and problem solving
• Analysis of the underlying causes of workflow and performance issues

Module 9 – Handling APIs and Integrations

• Connecting the AR System to apps developed by others (REST/SOAP APIs)
• Creating use of Java APIs and Remedy web services
• Payload executive management, endpoints, and API authentication

Module 10 – Configuring Load Balancing and Server Groups

• Comprehending the architecture of server groups
• Setting up distributed operations and rank-based failover
• Cluster setups and methods for high availability

Module 11 – Data management and archiving

• Archiving techniques to maximize performance
• Putting archive policies and procedures into practice
• Handling regulatory compliance and data retention

Module 12 – The AR System’s Security and Auditing

• Choices for authentication (LDAP, SSO, BMC Remedy AR)
• Auditing data access and keeping an eye on compliance
• Protecting OOTB and custom applications

Post-Course Assessment

Participants need to complete an assessment post-course completion so our mentors will get to know their understanding of the course. A mentor will also have interrogative conversations with participants and provide valuable feedback.

• What is the AR Server’s main function inside the BMC Remedy architecture?
• Which two important files are utilized to examine error events during AR Server startup?
• Depending on availability, what kind of user license permits several users to share access?
• Give an example of a situation in which a floating license might be more effective than a fixed.
• What kind of field is utilized to hold the time and date of a record modification?
• What is the main distinction between an active link and a filter?
• Which workflow object in the AR system is best suited for automating time-based actions?

Lessons Learned

Knowledge of AR System Architecture: Students acquire a thorough understanding of the essential elements of the BMC Remedy AR System architecture, including the Developer Studio, Mid Tier, AR Server, and underlying database structure.

Installation and Configuration Skills: Taking into account system requirements, licensing, and upgrade processes, participants learn how to properly install and configure AR System components in on-premises or hybrid settings.

Role, Group, and User Management: Students are able to assign roles and groups, create and manage users, and set up permissions using both fixed and floating licenses for effective access control.

Form and Workflow Customization: To enable automation and customized business logic, the course teaches how to create and modify forms, fields, and workflow objects (such as Active Links, Filters, and Escalations) using BMC Developer Studio.

Workflow Logic and Execution: To expedite service delivery and uphold business requirements, learners may create and debug AR workflows with client-side and server-side objects.

Logging and Troubleshooting Techniques: Participants discover how to find, examine, and fix logic and performance problems in the system by using diagnostic tools and important log files (such as arerror.log, arsql.log, and arfilter.log).