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IBM SmartCloud Control Desk 7.5.1 Service Request Management
Fundamentals
Formation Informatique / Virtualisation et Cloud / Cloud Computing
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.
OBJECTIFS
• 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
PUBLIC
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.
PRE-REQUIS
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)
PROGRAMME
Overview
Service Management
The Service Desk
Service Requests, Incidents, and Problems
The Service Catalog
Self Service
Workflows
Service Level Agreements
Surveys
Reports
A retenir
Durée : 3 jours soit 21h.
Réf. TP361G
Dates des sessions
Paris
20/05/2015
16/09/2015
09/12/2015
Cette
formation est
également
proposée en
formule
INTRA-ENTREPRISE.
Inclus dans cette formation
Coaching Après-COURS
Pendant 30 jours, votre formateur
sera disponible pour vous aider.
CERTyou s'engage dans la réalisation
de vos objectifs.
Votre garantie 100%
SATISFACTION
Notre engagement 100% satisfaction
vous garantit la plus grande qualité
de formation.