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IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals

Overview

This course introduces you to the fundamental concepts of managing a Service Desk using IBM SmartCloud 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.

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Audience

This basic course is for anyone who who implements or uses SmartCloud Control Desk for Service Desk and Service Catalog functions.

Prerequisites

You should have:

  • IBM SmartCloud Control Desk 7.5 Foundations (SPVC) (TOS34) and basic skills with operating systems, database administration, IPv4 networking, and service desk concepts.

Key topics

  • Overview
  • Service Management
  • The Service Desk
  • Service Requests, Incidents, and Problems
  • The Service Catalog
  • Self-service
  • Workflows
  • Service Level Agreements
  • Surveys
  • Reporting

Objectives

  • 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

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Name / Last Name: null
Course code: TOS68G
Course title: IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals

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