IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals Global Knowledge Egypt

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.

Target Audience:

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.

Prerequisites:

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)

Content:

  • Overview
  • Service Management
  • The Service Desk
  • Service Requests, Incidents, and Problems
  • The Service Catalog
  • Self Service
  • Workflows
  • Service Level Agreements
  • Surveys
  • Reports

Global Knowledge is the worldwide leader in IT and business skills training. They deliver via training centers, private facilities, and the Internet, enabling their customers to choose when, where, and how they want to receive training programs and learning services.

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