IBM Control Desk 7.6 Service Request Management Fundamentals Training

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Course Highlights

  • Instructor-led Online Training
  • Project Based Learning
  • Certified & Experienced Trainers
  • Course Completion Certificate
  • Lifetime e-Learning Access
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IBM Control Desk 7.6 Service Request Management Fundamentals Training Course Overview

IBM Control Desk 7.6 Service Request Management Fundamentals Training by Multisoft Systems is designed to empower IT professionals with the skills and knowledge to efficiently manage service requests and streamline IT operations. This course provides a comprehensive understanding of the IBM Control Desk platform, focusing on its service request management module. Participants will learn to create, track, and resolve service requests while ensuring a seamless user experience. Through hands-on training and expert guidance, you will explore key concepts such as configuring workflows, integrating service catalogs, and automating IT service processes. The course also delves into best practices for managing incidents, monitoring performance, and implementing ITIL-aligned methodologies to enhance service delivery. Real-world scenarios and practical exercises enable you to apply your learning effectively in professional environments. Whether you are an IT support professional, system administrator, or service desk manager, this training equips you with the tools needed to elevate your organization's IT service management capabilities. By mastering IBM Control Desk 7.6, you can ensure operational efficiency, improve response times, and deliver superior customer satisfaction.

Join Multisoft Systems for this expert-led training and take a significant step towards career advancement in IT service management. Enhance your expertise and boost your professional growth today!

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IBM Control Desk 7.6 Service Request Management Fundamentals Training Course curriculum

Curriculum Designed by Experts

IBM Control Desk 7.6 Service Request Management Fundamentals Training by Multisoft Systems is designed to empower IT professionals with the skills and knowledge to efficiently manage service requests and streamline IT operations. This course provides a comprehensive understanding of the IBM Control Desk platform, focusing on its service request management module. Participants will learn to create, track, and resolve service requests while ensuring a seamless user experience. Through hands-on training and expert guidance, you will explore key concepts such as configuring workflows, integrating service catalogs, and automating IT service processes. The course also delves into best practices for managing incidents, monitoring performance, and implementing ITIL-aligned methodologies to enhance service delivery. Real-world scenarios and practical exercises enable you to apply your learning effectively in professional environments. Whether you are an IT support professional, system administrator, or service desk manager, this training equips you with the tools needed to elevate your organization's IT service management capabilities. By mastering IBM Control Desk 7.6, you can ensure operational efficiency, improve response times, and deliver superior customer satisfaction.

Join Multisoft Systems for this expert-led training and take a significant step towards career advancement in IT service management. Enhance your expertise and boost your professional growth today!

  • Understand the core functionalities and architecture of IBM Control Desk 7.6.
  • Learn to create, manage, and resolve service requests effectively.
  • Configure and customize workflows for streamlined IT service management.
  • Integrate and manage service catalogs to improve request handling.
  • Implement ITIL-aligned practices for incident and service request management.
  • Explore automation techniques to optimize IT service delivery processes.
  • Monitor and analyze service performance using built-in tools and reports.

Course Prerequisite

  • Basic knowledge of IT service management concepts
  • Familiarity with ITIL processes and practices

Course Target Audience

  • IT Support Professionals
  • System Administrators
  • Service Desk Managers
  • IT Operations Managers
  • Technical Consultants
  • ITIL Practitioners
  • Incident and Problem Managers
  • IT Service Management Professionals
  • Workflow Configurators
  • IT Infrastructure Specialists

Course Content

  • Service Request Management challenges
  • Industry standards
  • Tivoli9s process automation engine
  • IBM Control Desk

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  • IBM Service Management overview
  • Service operation
  • Support levels overview
  • Tickets overview
  • Working with other management processes

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  • Service Desk overview 
  • The Service Requests application 
  • Looking for new tickets
  • Creating new service requests 
  • Filling out the service request
  • Time management 
  • Information locations overview 
  • Searching for information 
  • Fulfilling the request 
  • Communications 
  • Documenting the solution 
  • Resolving tickets
  • The Incidents application
  • Creating the incident ticket
  • Filling out the incident ticket
  • Resolving the incident
  • The Problems application
  • Creating a problem ticket

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  • Process flow
  • Request Fulfillment roles
  • Simple information request scenario
  • Solution lookup scenario
  • Solution creation scenario
  • Complex issue scenario
  • Incident management overview
  • Global issues
  • Event management
  • Incident roles
  • Incident management scenario
  • Problem management overview
  • Problem management roles
  • Problem management scenario

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  • Service Catalog overview
  • The Service Catalog process
  • Scenario

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

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  • Overview
  • Workflow process maps
  • Task assignments
  • Routing workflow
  • Workflow actions
  • Scenarios

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  • Overview
  • Commitments
  • Escalations
  • Applying service level agreements

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  • Measuring satisfaction
  • Survey forms
  • Creating a survey
  • Sending surveys

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  • Overview
  • Running reports
  • Reports

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IBM Control Desk 7.6 Service Request Management Fundamentals Training (MCQ) Assessment

This assessment tests understanding of course content through MCQ and short answers, analytical thinking, problem-solving abilities, and effective communication of ideas. Some Multisoft Assessment Features :

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IBM Control Desk 7.6 Service Request Management Fundamentals Corporate Training

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IBM Control Desk 7.6 Service Request Management Fundamentals Training FAQ's

IBM Control Desk 7.6 is a comprehensive IT service management platform that helps organizations manage service requests, incidents, problems, and changes efficiently.

IT professionals such as service desk managers, system administrators, and IT support staff looking to enhance their skills in service request management are ideal candidates.

You will learn to create, track, and resolve service requests, configure workflows, integrate service catalogs, and implement ITIL-aligned practices to streamline IT service delivery.

Basic knowledge of IT service management concepts, ITIL processes, and familiarity with IT infrastructure are recommended but not mandatory.

To contact Multisoft Systems you can mail us on info@multisoftsystems.com or can call for course enquiry on this number +91 9810306956

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