IBM Control Desk 7.6 Service Request Management Fundamentals
Course code
TP362UA
Duration
3 Days, 24 Acad. Hours
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
Request the training
IBM Control Desk 7.6 Service Request Management Fundamentals
Course code:
TP362UA
Duration:
3 Days, 24 Acad. Hours
