IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals Eğitimi

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2 Days ILT    

IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals (TP361G)

IBM Course Code: TP361

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.

Access Your Class Recording for Six Months

Enjoy six months of access to a fully indexed and searchable recording of your class when you choose our Virtual Classroom Live learning experience.

What You'll Learn

  • 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

Who Needs to Attend

This basic course is for anyone who uses SmartCloud Control Desk for Service Desk and Service Catalog functions, or works with Service Requests, Incidents, or Problems.

Prerequisites

You should complete one of the following courses or have equivalent knowledge and work experience:

  • IBM SmartCloud Control Desk 7.5 Foundations (Self-Paced) (TOS34)
  • IBM SmartCloud Control Desk 7.5 Foundations (Instructor-Led) (TP350)

Follow-On Courses

There are no follow-ons for this course.

Course Outline

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



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Eğitim Sağlayıcı ve Kategori

IBM  » SmartCloud Eğitimler
IBM  » Cloud Computing Eğitimler