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

A retenir
Dure : 3 jours soit 21h.
Rf. TP361G

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

Dates des sessions

Paris
20/05/2015
16/09/2015
09/12/2015

Cette
formation est
galement
propose en
formule
INTRA-ENTREPRISE.

PROCHAINES FORMATIONS
Russir
Russir
Russir
Russir
Russir
Russir

la Certification Gestion de Projet PMP du PMI

la Certification PRINCE2 Foundation
les Certifications PRINCE2 Foundation et PRINCE2 Practitioner
la Certification ITIL Foundation
la Certification Agile certifi SCRUM Master
les Certifications TOGAF Certified et TOGAF Foundation

Inclus dans cette formation

Retrouvez cette formation sur notre site :

IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals
Coaching Aprs-COURS
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SATISFACTION
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vous garantit la plus grande qualit
de formation.

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