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TOS68G - IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals

Overview

Duration: 3.0 days

This course introduces you to the fundamental concepts of managing a Service Desk using IBM SmartCloud 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.

If you are enrolling in a Self Paced Virtual Classroom or Web Based Training course, before you enroll, please review the Self-Paced Virtual Classes and Web-Based Training Classes on our Terms and Conditions page, as well as the system requirements, to ensure that your system meets the minimum requirements for this course.

http://www.ibm.com/training/terms

Objectives

  • 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

Audience

This basic course is for anyone who who implements or uses SmartCloud Control Desk for Service Desk and Service Catalog functions.

Content

  • Overview
  • Service Management
  • The Service Desk
  • Service Requests, Incidents, and Problems
  • The Service Catalog
  • Self-service
  • Workflows
  • Service Level Agreements
  • Surveys
  • Reporting

Prerequisites

You should have:

  • IBM SmartCloud Control Desk 7.5 Foundations (SPVC) (TOS34) and basic skills with operating systems, database administration, IPv4 networking and service desk concepts.

Certification

Schedule




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