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Descrição
| Código | TR610BR | Nível de conhecimento | Intermediário |
|---|---|---|---|
| Duração | 3.0 Dias | Tipo de entrega | CLASSROOM
(Exercícios práticos) |
| Tipo de curso | Turma Aberta/Fechada | ||
| Preço | BRL R$2.330 incluindo impostos | ||
Gain an understanding of key product features including tickets, the Service Desk, service requests, incidents, and problems. The course provides an overview of Tivoli Service Request Manager components and their associated function. You also work with the Service Desk and Service Catalog features through a combination of presentations, demonstrations, and guided hands-on practical sessions.
Público alvo
This intermediate course is for individuals who will use Service Request Manager on a day to day basis.
Pré-requisitos
You should be trained on ITIL Foundations. Completions of course Navigation and Querying for Enterprise IT and Asset Management 7.1 (TV556), is also recommended.
Objetivos
- Define Service Management, Service Support, Service Delivery, Service Desk, and Service Catalog
- List the processes that are a part of Service Support and Service Delivery
- Give an overview of the Service Desk and Service Catalog processes
- Describe the features of IBM Tivoli Service Request Manager
- Identify the applications of IBM Tivoli Service Request Manager
- Create a Bulletin Board message for users and a specific target audience
- Give an overview of the Service Catalog application
- Define and list three types of tickets
- Describe the ticket lifecycle
- List attributes shared by all tickets
- List the actions than can be performed on all tickets
- Describe the different types of searches that can be performed on tickets.
- Define workflows and service level agreements, and how they help the Service Desk perform its mission
- Explain how actions and notifications are related to escalations
- List the benefits and capabilities of workflows
- Trace a simple workflow
- Define service requests and solutions
- Search the Solutions Knowledge Base
- Create and submit a service request via the Service Requests application
- View existing service requests
- Perform a global search
- Answer a survey
- Create an incident from a service request
- Take ownership of and modify an incident
- Change the status of an incident
- View the communication log
- View the work log and create a work log entry
- Define the goal of problem management
- Create a problem ticket
- List the available problem reports
- Define the goal of change management
- Define the goal of release management
- Describe the process of ordering services
- Run predefined reports
- Generate spreadsheet files from tables
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