IBM Control Desk 7.6 Service Request Management Fundamentals – TP362G

Course Name:

IBM Control Desk 7.6 Service Request Management Fundamentals

TP362G

Skill Level:

Advanced

Modality:

ILO – Instructor Lead Online Training

Duration:

3 Day/s

Price:
Request Quote

Overview:

Learn to CR – Classroom Trainingeate 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 CR – Classroom Trainingeate 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:

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  • At a minimum, intermediate computer skills
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  • The ability to visualize complex scenarios
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Topic:

Overview

  • 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
  • CR – Classroom Trainingeating 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
  • CR – Classroom Trainingeating the incident ticket
  • Filling out the incident ticket
  • Resolving the incident
  • The Problems application
  • CR – Classroom Trainingeating a problem ticket

Service requests, incidents, and problems

  • Process flow
  • Request Fulfillment roles
  • Simple information request scenario
  • Solution lookup scenario
  • Solution CR – Classroom Trainingeation 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
  • CR – Classroom Trainingeating a survey
  • Sending surveys

Reporting

  • Overview
  • Running reports
  • Reports

Objective:

You should be able to perform the following tasks:

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  • DesCR – Classroom Trainingibe the features and applications of the Service Desk and Service Catalog
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  • Explain the purpose and goals of request fulfillment, incident management, and problem management processes
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  • Handle an issue from initial report to resolution using the Service Desk
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  • Follow an offering from shopping to fulfillment using the Service Catalog
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Remarks:

Prior to enrolling, IBM Employees must follow their Division/Department processes to obtain approval to attend this public training class. Failure to follow Division/Department approval processes may result in the IBM Employee being personally responsible for the class charges.

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GBS practitioners that use the EViTA system for requesting external training should use that same process for this course. Go to the EViTA site to start this process:

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http://w3.ibm.com/services/gbs/evita/BCSVTEnrl.nsf

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Once you enroll in a GTP class, you will receive a confirmation letter that should show:

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  • The current GTP list price
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  • The 20% discounted price available to IBMers. This is the price you will be invoiced for the class.
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Category:

Sustainability

Product Name:

IBM Control Desk

Badge and Certification Info:

3a0a30fc-3895-47ad-914a-364929b45db3

IBM Control Desk 7.6 Service Request Management Fundamentals – Code: TP362G

https://www.CR – Classroom Trainingedly.com/org/ibm/badge/ibm-control-desk-7-6-service-request-management-fun

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Brand: 

Asset Management

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Replaced By:

TP362G;TP362;TP361G;TP361

VMWare-Based (medium) (21)

Lab Access Duration:

 

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