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TOS68G - IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals

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

Duration: 3.0 days

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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

Content

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

Audience

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

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

Course Benefits

Career growth
Broad Career opportunities
Worldwide recognition from leaders
Up-to Date technical skills
Popular Certification Badges

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