IBM Control Desk Service Request Management Basics

Overview

• Challenges in Service Request Management
• Industry Standards
• Tivoli's Process Automation Engine
• IBM Control Panel

Service Management

• IBM Service Management at a glance
• Service Operations
• Overview of support levels
• Tickets overview
• Working with other management processes

The Service Desk

• Overview of the Service Desk
• The service request application
• Search for new tickets
• Creating new service requests
• Filling in the service request
• Time management
• Overview of information locations
• Search for information
• Completing the request
• Communication
• Documenting the solution
• Resolve tickets
• The Incidents application
• Creating the incident ticket
• Filling in the incident ticket
• Resolving the incident
• The Problems application
• Creating a problem ticket

Service requests, incidents and problems

• Process flow
• Roles in request handling
• Simple information request scenario
• Scenario for finding a solution
• Scenario for creating a solution
• Complex problem scenario
• Overview of Incident Management
• Global problems
• Incident management
• Incident roles
• Incident management scenario
• Overview of Problem Management
• Problem Management Roles
• Problem Management Scenario

The service catalog

• Overview of the service catalog
• The Service Catalog Process
• Scenario

Self-service

• Overview
• Role
• Self-service tools
• Scenarios
• Navigating the Service Portal

Workflows

• Overview
• Workflow process maps
• Task Assignments
• Forwarding workflows
• Workflow Actions
• Scenarios

Service Level Agreements

• Overview
• Commitments
• Escalations
• Application of Service Level Agreements

Surveys

• Measuring satisfaction
• Forms for surveys
• Creating a survey
• Sending surveys

Reporting

• Overview
• Running reports
• Reports

Basic database skills

We conduct this seminar online for you. You can book the training as a public seminar or as a company seminar. The practical exercises are carried out in our Remotelab and make up 40-50 percent of the seminar.

We offer seminars with a high practical relevance. The contents and exercises are geared to your daily tasks in the company and completely dispense with advertising references to other products of the software manufacturer.

All our training courses are manufacturer-independent. This enables us to offer critical considerations of the products themselves and comparisons with competitors of the manufacturer in the seminar. The course contents are our own and derived from the practical experience of our trainers in projects.

Of course, the contents of company seminars can be individually adapted to your needs. Please do not hesitate to contact us.

• Implementation guarantee - Implementation guarantee for two or more participants
• Mobile classrooms - the ideal complement for company seminars
• Free support - for questions after the seminar
• Delivery on account - no prepayment required
• Interview with the trainer / quality assurance - get to know and assess the trainer in advance
• Clarify seminar requirements - review your knowledge with the trainer
• Assistance with travel costs - we cover part of the costs of hotel accommodation
• Meals - all day cold / hot drinks and a full lunch in the restaurant
• Location of training centres - always centrally located and easily accessible
• Discount - we have attractive prices, take advantage of our additional discounts
• Remotelabs - rent our Remotelabs for your own seminars or as a complement to your company seminars