name :
TP362G
title :
IBM Control Desk 7.6 Service Request Management Fundamentals
category :
Cloud
vendor :
IBM
classroomDeliveryMethod :
Classroom IBM
descriptions :
description :
OverviewThis course introduces you to the fundamental concepts of managing a Service Desk using IBM Control Desk. Through instructor-led discussion, demonstrations and hands-on labs, you learn how to create and resolve service requests, incidents and problems. You also learn to manage a service catalog, obtain user feedback through surveys, and generate reports.AudienceThis course is designed for anyone who implements or uses IBM Control Desk for Service Desk and Service Catalog functions, or anyone working with Service Requests, Incidents or Problems.PrerequisitesBefore taking this course, you should have the following skills:
  • At a minimum, intermediate computer skills
  • The ability to visualize complex scenarios
ObjectiveYou should be able to perform the following tasks:
  • Describe the features and applications of the Service Desk and Service Catalog
  • Explain the purpose and goals of request fulfillment, incident management, and problem management processes
  • Handle an issue from initial report to resolution using the Service Desk
  • Follow an offering from shopping to fulfillment using the Service Catalog
Course OutlineOverview
  • Service Request Management challenges
  • Industry standards
  • Tivoli's process automation engine
  • IBM Control Desk
Service management
  • IBM Service Management overview
  • Service operation
  • Support levels overview
  • Tickets overview
  • Working with other management processes

The Service Desk
  • Service Desk overview
  • The Service Requests application
  • Looking for new tickets
  • Creating new service requests
  • Filling out the service request
  • Time management
  • Information locations overview
  • Searching for information
  • Fulfilling the request
  • Communications
  • Documenting the solution
  • Resolving tickets
  • The Incidents application
  • Creating the incident ticket
  • Filling out the incident ticket
  • Resolving the incident
  • The Problems application
  • Creating a problem ticket

Service requests, incidents, and problems
  • Process flow
  • Request Fulfillment roles
  • Simple information request scenario
  • Solution lookup scenario
  • Solution creation scenario
  • Complex issue scenario
  • Incident management overview
  • Global issues
  • Event management
  • Incident roles
  • Incident management scenario
  • Problem management overview
  • Problem management roles
  • Problem management scenario

The Service Catalog
  • Service Catalog overview
  • The Service Catalog process
  • Scenario

Self-service
  • Overview
  • Role
  • Self-service tools
  • Scenarios
  • Navigating the Service Portal

Workflows
  • Overview
  • Workflow process maps
  • Task assignments
  • Routing workflow
  • Workflow actions
  • Scenarios

Service level agreements
  • Overview
  • Commitments
  • Escalations
  • Applying service level agreements

Surveys
  • Measuring satisfaction
  • Survey forms
  • Creating a survey
  • Sending surveys
Reporting
  • Overview
  • Running reports
  • Reports
overview :
[This course introduces you to the fundamental concepts of managing a Service Desk using IBM Control Desk. Through instructor-led discussion, demonstrations and hands-on labs, you learn how to create and resolve service requests, incidents and problems. You also learn to manage a service catalog, obtain user feedback through surveys, and generate reports.]
abstract :
This course introduces you to the fundamental concepts of managing a Service Desk using IBM Control Desk. Through instructor-led discussion, demonstrations and hands-on labs, you learn how to create and resolve service requests, incidents and problems. You also learn to manage a service catalog, obtain user feedback through surveys, and generate reports.
prerequisits :
objective :
Overview This course introduces you to the fundamental concepts of managing a Service Desk using IBM Control Desk. Through instructor-led discussion, demonstrations and hands-on labs, you learn how to create and resolve service requests, incidents and problems. You also learn to manage a service catalog, obtain user feedback through surveys, and generate reports. Audience This course is designed for anyone who implements or uses IBM Control Desk for Service Desk and Service Catalog functions, or anyone working with Service Requests, Incidents or Problems. Prerequisites Before taking this course, you should have the following skills:
  • At a minimum, intermediate computer skills
  • The ability to visualize complex scenarios
Objective You should be able to perform the following tasks:
  • Describe the features and applications of the Service Desk and Service Catalog
  • Explain the purpose and goals of request fulfillment, incident management, and problem management processes
  • Handle an issue from initial report to resolution using the Service Desk
  • Follow an offering from shopping to fulfillment using the Service Catalog
topic :
Course OutlineOverview
  • Service Request Management challenges
  • Industry standards
  • Tivoli's process automation engine
  • IBM Control Desk
Service management
  • IBM Service Management overview
  • Service operation
  • Support levels overview
  • Tickets overview
  • Working with other management processes

The Service Desk
  • Service Desk overview
  • The Service Requests application
  • Looking for new tickets
  • Creating new service requests
  • Filling out the service request
  • Time management
  • Information locations overview
  • Searching for information
  • Fulfilling the request
  • Communications
  • Documenting the solution
  • Resolving tickets
  • The Incidents application
  • Creating the incident ticket
  • Filling out the incident ticket
  • Resolving the incident
  • The Problems application
  • Creating a problem ticket

Service requests, incidents, and problems
  • Process flow
  • Request Fulfillment roles
  • Simple information request scenario
  • Solution lookup scenario
  • Solution creation scenario
  • Complex issue scenario
  • Incident management overview
  • Global issues
  • Event management
  • Incident roles
  • Incident management scenario
  • Problem management overview
  • Problem management roles
  • Problem management scenario

The Service Catalog
  • Service Catalog overview
  • The Service Catalog process
  • Scenario

Self-service
  • Overview
  • Role
  • Self-service tools
  • Scenarios
  • Navigating the Service Portal

Workflows
  • Overview
  • Workflow process maps
  • Task assignments
  • Routing workflow
  • Workflow actions
  • Scenarios

Service level agreements
  • Overview
  • Commitments
  • Escalations
  • Applying service level agreements

Surveys
  • Measuring satisfaction
  • Survey forms
  • Creating a survey
  • Sending surveys
Reporting
  • Overview
  • Running reports
  • Reports
startDate :
2021-04-15T01:26:53Z
endDate :
2022-01-30T00:00:00Z
lastModified :
2021-04-14T08:00:44Z
created :
2016-09-14T08:00:37Z
duration :
24
durationUnit :
HOURS
ibmIPType :
listPrice :
1785
currency :
GBP
badge_Template_ID :
badge_Title :
badge_Url :

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