Kurs informasjon: IBM Tivoli Service Request Manager 7.2 Fundamentals

This course is provides an understanding of key product features including the Service Desk, the Service Catalog, Service Requests, Incidents, and Problems. Students will work with the Service Desk and Service Catalog features through a combination of presentations, demonstrations, and guided hands-on practical sessions.

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This course is for the beginning user who will use Service Request Manager on a day-to-day basis.

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Students should be:

• ITIL V3 Foundations certified

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• 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

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• Overview
• Interface and Navigation
• The Service Desk
• Self-Service
• Request Fulfillment
• Incident Management
• Problem Management
• Actions and Escalations
• Workflows
• Service Level Agreements
• Service Catalog
• Surveys
• Reporting

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