TP362G IBM Control Desk 7.6 Service Request Management Fundamentals
Duração: 3 Dias
Nível: Avançado
Audiência: Business Analyst
PRÓXIMAS SESSÕES
| Início (AAAA-MM-DD) | Fim (AAAA-MM-DD) | Língua | Preço | |
|---|---|---|---|---|
| 2023-11-06 | 2023-11-08 | Português | 2070 EUR | |
| 2023-11-20 | 2023-11-22 | Português | 2070 EUR | |
| 2023-12-04 | 2023-12-06 | Português | 2070 EUR | |
| 2023-12-18 | 2023-12-20 | Português | 2070 EUR | |
| 2024-01-15 | 2024-01-17 | Português | 2070 EUR | |
| 2024-01-29 | 2024-01-31 | Português | 2070 EUR | |
| 2024-02-12 | 2024-02-14 | Português | 2070 EUR | |
| 2024-02-26 | 2024-02-28 | Português | 2070 EUR | |
| 2024-03-11 | 2024-03-13 | Português | 2070 EUR | |
| 2024-03-25 | 2024-03-27 | Português | 2070 EUR | |
| 2024-04-08 | 2024-04-10 | Português | 2070 EUR | |
| 2024-04-22 | 2024-04-24 | Português | 2070 EUR | |
| 2024-05-06 | 2024-05-08 | Português | 2070 EUR | |
| 2024-05-20 | 2024-05-22 | Português | 2070 EUR | |
| 2024-06-03 | 2024-06-05 | Português | 2070 EUR | |
| 2024-06-17 | 2024-06-19 | Português | 2070 EUR |
SÍNTESE
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.
PREREQUISITOS
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