At a glance
Course description
NOTE: THIS IS AN ONLINE SELF-PACED COURSE. PLEASE DO NOT MAKE TRAVEL ARRANGEMENTS FOR THIS COURSE.
The IBM Tivoli Service Request Manager 7.1 Fundamentals course covers key product features, including the Service Desk, the Service Catalog, Service Requests, Incidents, and Problems.
You will work with the Service Desk and Service Catalog features through a combination of presentations, demonstrations, and guided hands-on practical sessions.
Objectives
After completing this course, you should be able to:
- Describe the features and applications of IBM Tivoli Service Request Manager
- Explain the purpose and goals of the Request Fulfillment, Incident, and Problem Management processes
- Identify the purpose and goals of the Service Desk and Service Catalog and how they are implemented in IBM Tivoli Service Request Manager
- Handle an issue from initial report to resolution using the Service Desk
- Handle an order from creation to fulfillment using the Service Catalog
Course outline
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Overview
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Interface and Navigation
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The Service Desk
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Self-Service
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Request Fulfillment
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Incident Management
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Problem Management
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Actions and Escalations
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Workflows
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Service Level Agreements
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Service Catalog
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Surveys
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Reporting
Who will benefit from this course
This course is designed for the beginning user who will use Service Request Manager on a daily basis.
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Priority code:
104CBW62
