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.
If you are enrolling in a Self Paced Virtual Classroom or Web Based Training course, before you enroll, please review the Self-Paced Virtual Classes and Web-Based Training Classes on our Terms and Conditions page, as well as the system requirements, to ensure that your system meets the minimum requirements for this course.
This basic course is for anyone who who implements or uses SmartCloud Control Desk for Service Desk and Service Catalog functions.
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
You should have:
IBM SmartCloud Control Desk 7.5 Foundations (SPVC) (TOS34) and basic skills with operating systems, database administration, IPv4 networking, and service desk concepts.
If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.
Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.