IBM Control Desk 7.6 Service Request Management Fundamentals

IBM Training for IBM Control Desk 7.6 Service Request Management Fundamentals

Skill Level: Advanced

Modality: CR - Classroom based Trainng or ILO - Instructor Led Online Class

Duration: 3 Day/s

Starting Price: $ - 1,894

Overview:

Learn to create and resolve service requests, incidents and problems, manage a service catalog, obtain user feedback through surveys, and generate reports.

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.

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Target 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..

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Prerequisites: Before taking this course, you should have the following skills:_x000D_ _x000D_ _x000D_

At a minimum, intermediate computer skills

_x000D_

The ability to visualize complex scenarios

_x000D_ .

Topic: OverviewService Request Management challenges

Industry standards

Tivoli's process automation engine

IBM Control Desk

Service managementIBM Service Management overview

Service operation

Support levels overview

Tickets overview

Working with other management processes

The Service DeskService 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 problemsProcess 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 CatalogService Catalog overview

The Service Catalog process

Scenario

Self-serviceOverview

Role

Self-service tools

Scenarios

Navigating the Service Portal

WorkflowsOverview

Workflow process maps

Task assignments

Routing workflow

Workflow actions

Scenarios

Service level agreementsOverview

Commitments

Escalations

Applying service level agreements

SurveysMeasuring satisfaction

Survey forms

Creating a survey

Sending surveys

ReportingOverview

Running reports

Reports

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Objective: You should be able to perform the following tasks:_x000D_ _x000D_ _x000D_

Describe the features and applications of the Service Desk and Service Catalog

_x000D_

Explain the purpose and goals of request fulfillment, incident management, and problem management processes

_x000D_

Handle an issue from initial report to resolution using the Service Desk

_x000D_

Follow an offering from shopping to fulfillment using the Service Catalog

_x000D_

Category: Sustainability

Product Name:

IBM Control Desk

Badge and Certification Info:

Badge Title: IBM Control Desk 7.6 Service Request Management Fundamentals - Code: TP362G

Badge ID: 3a0a30fc-3895-47ad-914a-364929b45db3

Brand: Asset Management

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