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Test 000-018: IBM Tivoli Service Request Manager V7.1 Implementation
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Courses and publications are offered to help you prepare for the certification tests. The courses are recommended, but not required, before taking a certification test. When preparing for the certification test, keep in mind that real world experience is required to stand a reasonable chance of passing the certification test. Courseware does not replace the requirement for experience. If you want to purchase Web-based training courses or are unable to locate a Web-based course or classroom course at the time and location you desire, please feel free to contact one of our delivery management teams at:
Please note that course offerings are continuously being added and updated. If you do not see the course(s) below listed in your geography please contact the delivery management team.
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Course title:
IBM Tivoli Service Request Manager 7.1 Implementation
Course duration: 5 Days
Course number: TR620
Alternative Option - Instructor-Led Online Course: IBM Tivoli Service Request Manager 7.1 Implementation (Instructor-Led Online)
Abstract: This 5-day instructor-led course provides hands-on practice in implementing a service request management strategy with IBM Tivoli Service Request Manager 7.1. Hands-on exercises will provide the opportunity to install and configure the product. Initial data population, set up basic security, create domains, and integrating with other products will also be covered.
Business Partners - This course does qualify for You Pass We Pay.
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Implementing IBM Tivoli Service Request Manager V7.1 Service Desk
Publication number: SG24-7579-00
IBM Tivoli Service Request Manager V7.1 provides a unified and integrated approach in dealing with all aspects of service requests to enable a "one-touch" IT service experience, backed up by an optimized delivery and support process. It is a powerful solution that closely aligns IT operations and the business, improving IT service support and delivery performance.
This book provides information that can be used by clients, Business Partners, or IBM field personnel who are looking to engage in an effort to implement ITIL based Service Desk processes in an enterprise environment utilizing the IBM Tivoli Service Request Manager V7.1 product. This book is divided into three parts:
Concepts and components: Provides an overview of the IBM Tivoli Service Request Manager product Service Desk functions and some of the standards that drive its development. Also provides the reader with a better understanding of the various components, logical and physical, that make up the product and the functions that they provide.
Planning and Installation: Provides information related to the actual installation of the IBM Tivoli Service Request Manager product components, including information related to hardware and software requirements.
Demonstration scenarios and best practices: Focuses on demonstration scenarios using some of the new features of Tivoli Service Request Manager, such as reporting, survey, and search functions. We also provide best practices for fine tuning and high availability of Tivoli Service Request Manager components.
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Integration Guide for IBM Tivoli Service Request Manager V7.1
Publication number: SG24-7580-00
IBM Tivoli Service Request Manager V7.1 provides a unified and integrated approach for handling all aspects of service requests to enable a one-touch IT service experience, backed up by an optimized delivery and support process. It is a powerful solution that closely aligns business and IT operations, which improves IT service support and delivery performance.
This IBM Redbooks publication is an integration guide for IBM Tivoli Service Request Manager V7.1. We describe all major integration scenarios:
- Event Management
- IBM Lotus Sametime Connect
- Change and Configuration Management Database
- Third-party Service Desk programs, such as HP ServiceCenter
- Computer Telephony Interface
- IBM Tivoli Identity Manager
This book helps you design and create a solution to integrate IBM Tivoli Service Request Manager V7.1 with other products to provide an ITIL-based integrated solution for your client's environment.
The target audience for this book includes individuals who are looking for an integrated Service Desk solution.
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Implementing IBM Tivoli Service Request Manager V7.1 Service Catalog
Publication number: SG24-7613-00
IBM Tivoli Service Request Manager Version 7.1 provides a unified and integrated approach to dealing with all aspects of service requests. This approach enables a “one-touch” IT service experience, backed by an optimized delivery and support process. Tivoli Service Request Manager is a powerful solution that closely aligns IT operations and business operations, improving IT service support and delivery performance.
This IBM Redbooks publication provides information that can be used by clients, partners. and IBM field personnel who want to implement ITIL based Service Catalog processes in an enterprise environment. This book is a reference for IT specialists who implement IBM Tivoli Service Request Manager Service Catalog processes in client environments.
This book is divided into two parts: Part 1, “ Concepts and components” provides an overview of the IBM Tivoli Service Request Manager Service Catalog functions and components as well as some of the standards that drive Service Catalog development. Part 2, “ Getting started” describes the use of the product to enable readers to create a demonstration or proof-of-concept environment around core product functions.
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