TP362G IBM Control Desk 7.6 Service Request Management Fundamentals
Duration: 3 Days
Level: Advanced
Audience: Business Analyst
Next Sessions
| Start (YYYY-MM-DD) | End (YYYY-MM-DD) | Language | Amount | |
|---|---|---|---|---|
| 2024-05-06 | 2024-05-08 | English | 2070 EUR | |
| 2024-05-20 | 2024-05-22 | English | 2070 EUR | |
| 2024-06-03 | 2024-06-05 | English | 2070 EUR | |
| 2024-06-17 | 2024-06-19 | English | 2070 EUR | |
| 2024-07-01 | 2024-07-03 | English | 2070 EUR | |
| 2024-07-15 | 2024-07-17 | English | 2070 EUR | |
| 2024-07-29 | 2024-07-31 | English | 2070 EUR | |
| 2024-08-12 | 2024-08-14 | English | 2070 EUR | |
| 2024-08-26 | 2024-08-28 | English | 2070 EUR | |
| 2024-09-09 | 2024-09-11 | English | 2070 EUR | |
| 2024-09-23 | 2024-09-25 | English | 2070 EUR | |
| 2024-10-07 | 2024-10-09 | English | 2070 EUR | |
| 2024-10-21 | 2024-10-23 | English | 2070 EUR | |
| 2024-11-04 | 2024-11-06 | English | 2070 EUR | |
| 2024-11-18 | 2024-11-20 | English | 2070 EUR | |
| 2024-12-02 | 2024-12-04 | English | 2070 EUR | |
| 2024-12-16 | 2024-12-18 | English | 2070 EUR |
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.
Prerequisites
Before taking this course, you should have the following skills:
- At a minimum, intermediate computer skills
- The ability to visualize complex scenarios
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
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