IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals (SPVC)

This course introduces you to the fundamental concepts of managing a Service Desk using IBM SmartCloud 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.

If you are enrolling in a Self Paced Virtual Classroom or Web Based Training course, before you enroll, please review the Self-Paced Virtual Classes and Web-Based Training Classes on our Terms and Conditions page, as well as the system requirements, to ensure that your system meets the minimum requirements for this course.

http://www.ibm.com/training/terms

• Overview
• Service Management
• The Service Desk
• Service Requests, Incidents, and Problems
• The Service Catalog
• Self-service
• Workflows
• Service Level Agreements
• Surveys
• Reporting