IBM CONTROL DESK 7.6 SERVICE REQUEST MANAGEMENT FUNDAMENTALS
This course introduces you to the fundamental concepts of managing a Service Desk using IBM Control Desk. Through instructor-led discussion, 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.
Duration: 30-35hrs
Course Content:
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