Formation 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, 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.

Objectif opérationnel : 

Maîtriser les concepts fondamentaux de la gestion Service Desk en utilisant IBM Control Desk.

Objectifs pédagogiques : 

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

Public :

This course is designed for anyone who implements or uses IBM Control Desk for Service Desk and Service Catalog functions, or anyone working with Service Requests, Incidents or Problems.

Prérequis :

Before taking this course, you should have the following skills :

• At a minimum, intermediate computer skills
• The ability to visualize complex scenarios

Overview

Service management

The Service Desk

Service requests, incidents, and problems

The Service Catalog

Self-service

Workflows

Service level agreements

Surveys

Reporting