Training offering

IBM

IBM Tivoli Service Request Manager 7.2 Fundamentals

Information

Length: 3 Days
Course code: TR611GB
Price £1,410 before tax

Session dates

Date Location
  • 16/07/2012 Staines
    £1,410 before tax
  • 07/11/2012 Staines
    £1,410 before tax
This training is also available as onsite training.
Please contact us on
0870 251 1000 or email training@arrowecs.co.uk
for more information.

Description

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.

Objectives

•    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

Participants

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

Prerequisite(s)

Students should be:
•    ITIL V3 Foundations certified.

Options

•    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