Résumé du cours
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.
Moyens d'évaluation :
- Quiz pré-formation de vérification des connaissances (si applicable)
- Évaluations formatives pendant la formation, à travers les travaux pratiques réalisés sur les labs à l’issue de chaque module, QCM, mises en situation…
- Complétion par chaque participant d’un questionnaire et/ou questionnaire de positionnement en amont et à l’issue de la formation pour validation de l’acquisition des compétences
A qui s'adresse cette formation
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.
Pré-requis
Before taking this course, you should have the following skills:
- At a minimum, intermediate computer skills
- The ability to visualize complex scenarios
Contenu
Overview
- Service Request Management challenges
- Industry standards
- Tivolis 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
Anglais
Allemand
Allemagne
Moyens Pédagogiques :