Seminar - Cegos Integrata GmbH
Overview
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.
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Course Outline
Overview
Service management
The Service Desk
Service requests, incidents, and problems
The Service Catalog
Self-service
Workflows
Service level agreements
Surveys
Reporting
Objective
You should be able to perform the following tasks:
Prerequisites
Before taking this course, you should have the following skills:
Audience
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.