IBM Control Desk 7.6 Service Request Management Fundamentals

Course code

TP362UA

Duration

3 Days, 24 Acad. Hours

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Course Overview

Objectives

Prerequisites

Course Outline

Course 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.

Objectives

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
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

Course Outline

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
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

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IBM Control Desk 7.6 Service Request Management Fundamentals

Course code:

TP362UA

Duration:

3 Days, 24 Acad. Hours

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