Overview

This TP362G: IBM Control Desk 7.6 Service Request Management Fundamentals 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.

Skills Covered

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

Who Should Attend

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.

Course Curriculum

Prerequisites

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

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

Download Syllabus

Course Modules

Request More Information