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IBM Control Desk 7.6 Service Request Management Fundamentals Training in Canada Course Syllabus

Curriculum Designed by Experts

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IBM Control Desk 7.6 Service Request Management Fundamentals training equips IT professionals with essential skills to manage and streamline service requests using IBM's robust platform. This course covers creating, tracking, and resolving requests, configuring workflows, and implementing ITIL-aligned practices. Participants gain hands-on expertise to optimize IT service delivery, enhance operational efficiency, and improve customer satisfaction.

  • Service Request Management challenges
  • Industry standards
  • Tivoli9s process automation engine
  • IBM Control Desk
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  • IBM Service Management overview
  • Service operation
  • Support levels overview
  • Tickets overview
  • Working with other management processes
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  • Service Desk overview 
  • The Service Requests application 
  • Looking for new tickets
  • Creating new service requests 
  • Filling out the service request
  • Time management 
  • Information locations overview 
  • Searching for information 
  • Fulfilling the request 
  • Communications 
  • Documenting the solution 
  • Resolving tickets
  • The Incidents application
  • Creating the incident ticket
  • Filling out the incident ticket
  • Resolving the incident
  • The Problems application
  • Creating a problem ticket
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  • Process flow
  • Request Fulfillment roles
  • Simple information request scenario
  • Solution lookup scenario
  • Solution creation scenario
  • Complex issue scenario
  • Incident management overview
  • Global issues
  • Event management
  • Incident roles
  • Incident management scenario
  • Problem management overview
  • Problem management roles
  • Problem management scenario
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  • Service Catalog overview
  • The Service Catalog process
  • Scenario
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  • Overview
  • Role
  • Self-service tools
  • Scenarios
  • Navigating the Service Portal
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  • Overview
  • Workflow process maps
  • Task assignments
  • Routing workflow
  • Workflow actions
  • Scenarios
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  • Overview
  • Commitments
  • Escalations
  • Applying service level agreements
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  • Measuring satisfaction
  • Survey forms
  • Creating a survey
  • Sending surveys
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  • Overview
  • Running reports
  • Reports
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IBM Control Desk 7.6 Service Request Management Fundamentals Training in Canada Description

  • Understand the core functionalities and architecture of IBM Control Desk 7.6.
  • Learn to create, manage, and resolve service requests effectively.
  • Configure and customize workflows for streamlined IT service management.
  • Integrate and manage service catalogs to improve request handling.
  • Implement ITIL-aligned practices for incident and service request management.
  • Explore automation techniques to optimize IT service delivery processes.
  • Monitor and analyze service performance using built-in tools and reports.

  • IT Support Professionals
  • System Administrators
  • Service Desk Managers
  • IT Operations Managers
  • Technical Consultants
  • ITIL Practitioners
  • Incident and Problem Managers
  • IT Service Management Professionals
  • Workflow Configurators
  • IT Infrastructure Specialists

  • Basic knowledge of IT service management concepts
  • Familiarity with ITIL processes and practices

IBM Control Desk 7.6 Service Request Management Fundamentals Training in Canada Certification

Multisoft Virtual Academy provides a globally recognized training certificate to the participants, after successful completion of a training program. The training certificates are recognized and accepted across the world.

Multisoft Virtual Academy's training certificate comes with lifetime validity.

Aspirants can directly enroll for the desired course from the Book Now Button in the course page. You can also connect on Whatsapp at +91 8130666206 to talk with a training advisor. Multisoft Virtual Academy also offers customized training programs on a wide range of domains and skills.

All training programs offered by Multisoft Virtual Academy are delivered by certified industry experts, who have years of experience in the relevant domains. Multisoft Global Subject Matter Experts impart knowledge on a wide variety of training courses through one –on-one and corporate training sessions.

Multisoft Virtual Academy training certification can help participants stand out in the competitive job market. Since the training certificates are internationally accepted, participants can showcase their skills and knowledge to employers across the world.
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IBM Control Desk 7.6 Service Request Management Fundamentals in Canada Corporate Training Certification

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IBM Control Desk 7.6 Service Request Management Fundamentals Training in Canada FAQ's

Yes, the training includes practical exercises and real-world scenarios to provide hands-on experience.

Yes, participants will receive a certification from Multisoft Virtual Academy upon successfully completing the course.

Yes, this training is available online, offering flexibility to learners worldwide.

This training enhances your expertise in IT service management, opening doors to roles like IT support lead, service desk manager, and workflow configurator.

To contact Multisoft Virtual Academy you can mail us on enquiry@multisoftvirtualacademy.com or can call for course enquiry on this number +91 8130666206

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