£1,725.00

Price for this course

3 HOURS

Duration

Classroom IBM

Delivery

Available dates


Mon11Jan 21 TO Wed13Jan 21

Where

Tech Data ILO UK
Connection details will be communicated separately
Instructor Led
Online

Code

TR-664890
Mon12Apr 21 TO Wed14Apr 21

Where

Tech Data ILO UK
Connection details will be communicated separately
Instructor Led
Online

Code

TR-664891

Overview

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

Audience

This course is designed for anyone who implements or uses IBM Control Desk for Service Desk and Service Catalog functions, or anyone working with Service Requests, Incidents or Problems.

Prerequisites

Before taking this course, you should have the following skills:

  • At a minimum, intermediate computer skills
  • The ability to visualize complex scenarios

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

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


FAQs

What do I need to bring with me to my public class?

All required learning materials and equipment are provided in the classroom.

 

 

 

 

When do public training course fees have to be paid?

For public training classes payment must be received no later than three business days prior to the first day of class in order to remain in the class and confirm your seat. Failure to provide payment by this date may result in removal from the class, and/or late cancellation fees applied. You can submit payment in the form of a Purchase Order or credit card.

 

 

 

 

On-site (private) Course Pricing:

To find out more about On-site training e-mail us at enablement@agilesolutions.co.uk or call one of our offices.

 

 

 

 

What is the cancellation policy?

Requests for cancellations or date transfers need to be received at least ten (10) business days prior to the event start date in order to receive a full refund. If a cancellation or reschedule request is received less than ten (10) business days before the start date, the penalty of 100% of the cost of the course will be applied, resulting in no amount of the fee being refunded. Refunds will not be allowed for “no-shows” in our public training or IVA courses. This cancellation policy is strictly enforced.

 

 

 

 

What happens if Agile Solutions needs to cancel or reschedule a course?

Agile Solutions reserves the right to cancel events for any reason at any time. Cancellation liability for Agile Solutions, if Agile Solutions cancels the course, is limited to the return of course payment ONLY. Agile Solutions will not reimburse registrants for any other costs including but not limited to any travel cancellation fees or penalties, including airfare and hotel costs. PLEASE NOTE: If your registration status is either “Approved”, or “Pending Payment” you have not been confirmed for the class and it is recommended that you do not make any travel arrangements until you have received a confirmation e-mail letting you know the class and registration is confirmed.

 

 

 

 

How will I know if my course has been rescheduled?

Agile Solutions reserves the right to reschedule or cancel a course due to low enrollment or if necessitated by other circumstances. Agile Solutions will contact you via e-mail or phone to inform you of the change of schedule. Once you have been notified you may reschedule or receive a full credit. Agile Solutions shall not be liable for any other costs including but not limited to any non-refundable travel arrangements if a course is rescheduled or cancelled.