IBM Control Desk 7.6 Service Request Management Fundamentals (TP362G)

IBM Control Desk 7.6 Service Request Management Fundamentals (TP362G)

Overview

Duration : 3 Days

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

Course Outline

1. Overview

  • Service Request Management challenges
  • Industry standards
  • Tivoli‚Äôs process automation engine
  • IBM Control Desk

 

2. Service management

  • IBM Service Management overview
  • Service operation
  • Support levels overview
  • Tickets overview
  • Working with other management processes

 

3. 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

 

4. 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

 

5. The Service Catalog

  • Service Catalog overview
  • The Service Catalog process
  • Scenario

 

6. Self-service

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

 

7. Workflows

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

 

8. Service level agreements

  • Overview
  • Commitments
  • Escalations
  • Applying service level agreements

 

9. Surveys

  • Measuring satisfaction
  • Survey forms
  • Creating a survey
  • Sending surveys

 

10. Reporting

  • Overview
  • Running reports
  • Reports
Yes

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

  • At a minimum, intermediate computer skills
  • The ability to visualize complex scenarios
Course ID:
TP362G


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