course overview
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.
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.
Skills Gained
You should be able to perform the following tasks:
Prerequisites
Before taking this course, you should have the following skills:
Outline
Overview
Service management
The Service Desk
Service requests, incidents, and problems
The Service Catalog
Self-service
Workflows
Service level agreements
Surveys
Reporting
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. Its a cost effective option. One on one training can be delivered too, at reasonable rates.
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.
All $ prices are in USD unless it’s a NZ or AU date
SPVC = Self Paced Virtual Class
LVC = Live Virtual Class
Our clients have included prestigious national organisations such as Oxford University Press, multi-national private corporations such as JP Morgan and HSBC, as well as public sector institutions such as the Department of Defence and the Department of Health.