{"course":{"productid":14352,"modality":6,"active":true,"language":"de","title":"IBM Control Desk 7.6 Service Request Management Fundamentals","productcode":"TP362G","vendorcode":"IB","vendorname":"IBM","fullproductcode":"IB-TP362G","courseware":{"has_ekit":true,"has_printkit":false,"language":"en"},"url":"https:\/\/portal.flane.ch\/course\/ibm-tp362g","objective":"<p>This 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.<\/p>","essentials":"<p>Before taking this course, you should have the following skills:<\/p>\n<ul>\n\n\t<li>At a minimum, intermediate computer skills<\/li><li>The ability to visualize complex scenarios<\/li><\/ul>","audience":"<p>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.<\/p>","contents":"<p>This 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.<\/p>","outline":"<p><em>Overview<\/em><\/p>\n<ul>\n<li>Service Request Management challenges<\/li><li>Industry standards<\/li><li>Tivolis process automation engine<\/li><li>IBM Control Desk<\/li><\/ul><p><em>Service management<\/em><\/p>\n<ul>\n<li>IBM Service Management overview<\/li><li>Service operation<\/li><li>Support levels overview<\/li><li>Tickets overview<\/li><li>Working with other management processes<\/li><\/ul><p><em>The Service Desk<\/em><\/p>\n<ul>\n<li>Service Desk overview<\/li><li>The Service Requests application<\/li><li>Looking for new tickets<\/li><li>Creating new service requests<\/li><li>Filling out the service request<\/li><li>Time management<\/li><li>Information locations overview<\/li><li>Searching for information<\/li><li>Fulfilling the request<\/li><li>Communications<\/li><li>Documenting the solution<\/li><li>Resolving tickets<\/li><li>The Incidents application<\/li><li>Creating the incident ticket<\/li><li>Filling out the incident ticket<\/li><li>Resolving the incident<\/li><li>The Problems application<\/li><li>Creating a problem ticket<\/li><\/ul><p><em>Service requests, incidents, and problems<\/em><\/p>\n<ul>\n<li>Process flow<\/li><li>Request Fulfillment roles<\/li><li>Simple information request scenario<\/li><li>Solution lookup scenario<\/li><li>Solution creation scenario<\/li><li>Complex issue scenario<\/li><li>Incident management overview<\/li><li>Global issues<\/li><li>Event management<\/li><li>Incident roles<\/li><li>Incident management scenario<\/li><li>Problem management overview<\/li><li>Problem management roles<\/li><li>Problem management scenario<\/li><\/ul><p><em>The Service Catalog<\/em><\/p>\n<ul>\n<li>Service Catalog overview<\/li><li>The Service Catalog process<\/li><li>Scenario<\/li><\/ul><p><em>Self-service<\/em><\/p>\n<ul>\n<li>Overview<\/li><li>Role<\/li><li>Self-service tools<\/li><li>Scenarios<\/li><li>Navigating the Service Portal<\/li><\/ul><p><em>Workflows<\/em><\/p>\n<ul>\n<li>Overview<\/li><li>Workflow process maps<\/li><li>Task assignments<\/li><li>Routing workflow<\/li><li>Workflow actions<\/li><li>Scenarios<\/li><\/ul><p><em>Service level agreements<\/em><\/p>\n<ul>\n<li>Overview<\/li><li>Commitments<\/li><li>Escalations<\/li><li>Applying service level agreements<\/li><\/ul><p><em>Surveys<\/em><\/p>\n<ul>\n<li>Measuring satisfaction<\/li><li>Survey forms<\/li><li>Creating a survey<\/li><li>Sending surveys<\/li><\/ul><p><em>Reporting<\/em><\/p>\n<ul>\n<li>Overview<\/li><li>Running reports<\/li><li>Reports<\/li><\/ul>","objective_plain":"This 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.","essentials_plain":"Before taking this course, you should have the following skills:\n\n\n\n\t- At a minimum, intermediate computer skills\n- The ability to visualize complex scenarios","audience_plain":"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.","contents_plain":"This 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.","outline_plain":"Overview\n\n\n- Service Request Management challenges\n- Industry standards\n- Tivolis process automation engine\n- IBM Control Desk\nService management\n\n\n- IBM Service Management overview\n- Service operation\n- Support levels overview\n- Tickets overview\n- Working with other management processes\nThe Service Desk\n\n\n- Service Desk overview\n- The Service Requests application\n- Looking for new tickets\n- Creating new service requests\n- Filling out the service request\n- Time management\n- Information locations overview\n- Searching for information\n- Fulfilling the request\n- Communications\n- Documenting the solution\n- Resolving tickets\n- The Incidents application\n- Creating the incident ticket\n- Filling out the incident ticket\n- Resolving the incident\n- The Problems application\n- Creating a problem ticket\nService requests, incidents, and problems\n\n\n- Process flow\n- Request Fulfillment roles\n- Simple information request scenario\n- Solution lookup scenario\n- Solution creation scenario\n- Complex issue scenario\n- Incident management overview\n- Global issues\n- Event management\n- Incident roles\n- Incident management scenario\n- Problem management overview\n- Problem management roles\n- Problem management scenario\nThe Service Catalog\n\n\n- Service Catalog overview\n- The Service Catalog process\n- Scenario\nSelf-service\n\n\n- Overview\n- Role\n- Self-service tools\n- Scenarios\n- Navigating the Service Portal\nWorkflows\n\n\n- Overview\n- Workflow process maps\n- Task assignments\n- Routing workflow\n- Workflow actions\n- Scenarios\nService level agreements\n\n\n- Overview\n- Commitments\n- Escalations\n- Applying service level agreements\nSurveys\n\n\n- Measuring satisfaction\n- Survey forms\n- Creating a survey\n- Sending surveys\nReporting\n\n\n- Overview\n- Running reports\n- Reports","version":"1","duration":{"unit":"d","value":3,"formatted":"3 Tage"},"pricelist":{"List Price":{"CH":{"country":"CH","currency":"CHF","taxrate":8.1,"price":2750},"FR":{"country":"FR","currency":"EUR","taxrate":19.6,"price":2385}}},"lastchanged":"2026-03-12T15:19:24+01:00","parenturl":"https:\/\/portal.flane.ch\/swisscom\/json-courses","nexturl_course_schedule":"https:\/\/portal.flane.ch\/swisscom\/json-course-schedule\/14352","source_lang":"de","source":"https:\/\/portal.flane.ch\/swisscom\/json-course\/ibm-tp362g"}}