Schulung - IBM TP362G - IBM Control Desk 7.6 Service Request Management Fundamentals

Course Outline

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

Objective

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