IBM Control Desk 7.6 Service Request Management Fundamentals (TP362G) Training

Live Online & Classroom Enterprise Certification Training

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

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Certified Trainer
Authorized Courseware
Completion Certificate from ATP

Enterprise Reporting
Lifetime Access
CloudLabs
24x7 Support
Real-time code analysis and feedback

What is IBM Control Desk 7.6 Service Request Management Fundamentals (TP362G) Certification Training about?

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.

What are the objectives of IBM Control Desk 7.6 Service Request Management Fundamentals (TP362G) Certification Training ?

You should be able to perform the following tasks:

Describe the features and applications of the Service Desk and Service Catalog
Explain the purpose and goals of request fulfillment, incident management, and problem management processes
Handle an issue from initial report to resolution using the Service Desk
Follow an offering from shopping to fulfillment using the Service Catalog

Who is IBM Control Desk 7.6 Service Request Management Fundamentals (TP362G) Certification Training for?

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.

What are the prerequisites for IBM Control Desk 7.6 Service Request Management Fundamentals (TP362G) Certification Training?

Before taking this course, you should have the following skills:

At a minimum, intermediate computer skills
The ability to visualize complex scenarios

Available Training Modes

Live Online Training

18 Hours

Classroom Training

3 Days

Course Outline Expand All

Expand All

1. Overview

2. Service management

3. The Service Desk

4. Service requests, incidents, and problems

5. The Service Catalog

6. Self-service

7. Workflows

8. Service level agreements

9. Surveys

10. Reporting

Who is the instructor for this training?

The Trainer is IBM certified Instructor with extensive domain experience, including years of experience training & mentoring professionals in the industry.

IBM Control Desk 7.6 Service Request Management Fundamentals (TP362G) Certification Training - Certification & Exam

SpringPeople is the Authorized Training Partner of IBM through Tech Data
For any queries, feel free to reach us at ibm@springpeople.com

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