IBM

IBM Tivoli Service Request Manager 7.1 Fundamentals (TR610)

Classroom Learning
Classroom Learning

Who Needs to Attend

This intermediate course is for individuals who will use Service Request Manager on a day-to-day basis

 

Prerequisites

You should be trained on ITIL Foundations.

 

Follow-On Courses

There are no follow-ons for this course.

 

Gain an understanding of key features of IBM Tivoli Service Request Manager 7.1, including tickets, the Service Desk, service requests, incidents, and problems in this course that provides an overview of Tivoli Service Request Manager components and their functions. You also will work with the Service Desk and Service Catalog features through a combination of presentations, demonstrations, and guided hands-on practical sessions.

What You'll Learn

 

  • Service Management, Service Support, Service Delivery, Service Desk, and Service Catalog
  • Processes that are a part of Service Support and Service Delivery
  • Features of IBM Tivoli Service Request Manager
  • Applications of IBM Tivoli Service Request Manager
  • Create a Bulletin Board message for users and a specific target audience
  • Overview of the Service Catalog application
  • Three types of tickets
  • The ticket lifecycle
  • Attributes shared by all tickets
  • Actions than can be performed on all tickets
  • Types of searches that can be performed on tickets
  • Workflows and service-level agreements and how they help the Service Desk perform its mission
  • How actions and notifications are related to escalations
  • Benefits and capabilities of workflows
  • Trace a simple workflow
  • Service requests and solutions
  • Search the Solutions Knowledge Base
  • Create and submit a service request via the Service Requests application
  • View existing service requests
  • Perform a global search
  • Answer a survey
  • Create an incident from a service request
  • Take ownership of and modify an incident
  • Change the status of an incident
  • View the communication log
  • View the work log and create a work log entry
  • Goal of problem management
  • Create a problem ticket
  • Available problem reports
  • Goal of change management
  • Goal of release management
  • Process of ordering services
  • Run predefined reports
  • Generate spreadsheet files from tables

Course Outline

 

1. Concepts

  • Service Management defined
  • Service Management and ITIL

2. Navigation

  • Navigating the user interface
  • Querying data and saving queries
  • Navigating and routing workflows
  • Using the Start Center
  • Using the online help

3. Security

  • Logging in
  • Change password

4. Service Desk

  • Submit service request and obtain status
  • Search for solutions in knowledge management database
  • Responding to a survey
  • Adding a solution as favorite
  • Configuring Start Center portal
  • Adding an attachment to a service request
  • Submitting service request through e-mail

5. Service Catalog

  • Ordering from catalog offerings
  • Ordering for the manager and department staff
  • Obtaining the status of requisition
  • Managing a shopping cart and multiple shopping carts
  • Saving the requisition as a draft
  • Search for an offering
  • Global search
  • Responding to survey
  • Adding an offering as a favorite
  • Configuring Start Center portals
  • Adding an attachment

Classroom Dates and Locations

DateClick to Sort Location DetailsClick to Sort  
Sep 27 - 29, 2010Boston, MARegister

 

Don’t see the location or date you need? No problem – just use our By Request service.

Course Code: 1583

Resources

PDF of this course