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.

Argomenti

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

Obiettivi

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

Prezzo di listino

2.100,00 EUR + IVA per partecipante

Durata

• 24 ore
• 3 giorni

Prerequisiti

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

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