ibm smartcloud control desk 7.5 service request management...

TP360G www.globalknowledge.co.uk [email protected] 01189 123456

IBM SmartCloud Control Desk 7.5 Service Request Management Fundamentals

Duration: 3 Days Course Code: TP360G

Overview:

This course introduces you to the fundamental concepts of managing a Service Desk using IBM SmartCloud Control Desk. Throughinstructor-led discussion, demonstrations, and hands-on labs, you will learn how to create and resolve service requests, incidents, andproblems. You will also learn to manage a service catalog, obtain user feedback through surveys, and generate reports.

Target Audience:

This basic course is for: anyone who implements or uses SmartCloud Control Desk for Service Desk and Service Catalog functions anyoneworking with Service Requests, Incidents, or Problems

Objectives:

Describe the features and applications of the Service Desk and Handle an issue from initial report to resolution using the ServiceService Catalog Desk

Explain the purpose and goals of request fulfillment, incident Follow an offering from shopping to fulfillment using the Servicemanagement, and problem management processes Catalog

Prerequisites:

You should complete:

SmartCloud Control Desk 7.5 Foundations (TP350GB)


Content:

Unit 1: Overview Unit 15: Problem management: Tools line line line

Lesson 1: Introduction Lesson 2: IT Infrastructure Library Lesson 1: The Problems applicationLesson 2: Service OperationLesson 3: Tivoli's process automation

line engine lineLesson 2: IT Infrastructure Library Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 2: Service Operation Lesson 2: Support levels overview Lesson 2: Service OperationLesson 3: Tivoli's process automation Lesson 3: Tickets overview Lesson 3: Tivoli's process automationengine Lesson 4: Working with other engineLesson 4: SmartCloud Control Desk management processes Lesson 4: SmartCloud Control Desk Lesson 2: Support levels overview Lesson 5: Process flow Lesson 2: Support levels overviewLesson 3: Tickets overview Lesson 2: Service requests Lesson 3: Tickets overviewLesson 4: Working with other management Lesson 3: Roles Lesson 4: Working with other managementprocesses Lesson 2: Receive and approve service processesLesson 5: Process flow request Lesson 5: Process flow Lesson 2: Service requests Lesson 3: Fulfill or route service request Lesson 2: Service requestsLesson 3: Roles Lesson 4: Close service request Lesson 3: Roles Lesson 2: Receive and approve service Lesson 2: Looking for new tickets Lesson 2: Receive and approve servicerequest Lesson 3: Creating new service requests requestLesson 3: Fulfill or route service request Lesson 4: Filling out the service request Lesson 3: Fulfill or route service requestLesson 4: Close service request Lesson 5: Time management Lesson 4: Close service request Lesson 2: Looking for new tickets Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 3: Creating new service requests Lesson 7: Searching for information Lesson 3: Creating new service requestsLesson 4: Filling out the service request Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 5: Time management Lesson 9: Communications Lesson 5: Time managementLesson 6: Information locations overview Lesson 10: Documenting the solution Lesson 6: Information locations overviewLesson 7: Searching for information Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 8: Fulfilling the request Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 9: Communications Lesson 3: Solution creation scenario Lesson 9: CommunicationsLesson 10: Documenting the solution Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 11: Resolving tickets Lesson 2: Role Lesson 11: Resolving tickets Lesson 2: Solution lookup scenario Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 3: Solution creation scenario Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 4: Complex issue scenario Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 2: Role Lesson 3: Global issues Lesson 2: RoleLesson 3: Self service tools Lesson 4: Event management Lesson 3: Self service toolsLesson 4: Scenarios Lesson 5: Roles Lesson 4: Scenarios Lesson 2: Incident management Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 3: Global issues Lesson 3: Filling out the incident ticket Lesson 3: Global issuesLesson 4: Event management Lesson 4: Resolving the incident Lesson 4: Event managementLesson 5: Roles Lesson 2: Diagnosis Lesson 5: Roles Lesson 2: Creating the incident ticket Lesson 3: Resolve the incident Lesson 2: Creating the incident ticketLesson 3: Filling out the incident ticket Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 4: Resolving the incident Lesson 2: Problem management Lesson 4: Resolving the incident Lesson 2: Diagnosis Lesson 3: Roles Lesson 2: DiagnosisLesson 3: Resolve the incident Lesson 2: Problem management process Lesson 3: Resolve the incidentLesson 4: Create a problem ticket flow Lesson 4: Create a problem ticket Lesson 2: Problem management Lesson 2: Creating a problem ticket Lesson 2: Problem managementLesson 3: Roles Lesson 2: Diagnosis Lesson 3: Roles Lesson 2: Problem management process Lesson 3: Perform the work Lesson 2: Problem management processflow Lesson 4: Close the problem flow Lesson 2: Creating a problem ticket Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 2: Diagnosis Lesson 3: Escalations Lesson 2: DiagnosisLesson 3: Perform the work Lesson 4: Applying service level Lesson 3: Perform the workLesson 4: Close the problem agreements Lesson 4: Close the problem Lesson 2: Commitments Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 3: Escalations Lesson 3: Task assignments Lesson 3: EscalationsLesson 4: Applying service level agreements Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 2: Workflow process maps Lesson 5: Workflow actions agreements Lesson 3: Task assignments Lesson 6: Scenarios Lesson 2: Workflow process mapsLesson 4: Routing workflow Lesson 2: The Service Catalog process Lesson 3: Task assignmentsLesson 5: Workflow actions Lesson 3: Scenario Lesson 4: Routing workflowLesson 6: Scenarios Lesson 2: Survey forms Lesson 5: Workflow actions


Lesson 2: The Service Catalog process Lesson 3: Creating a survey Lesson 6: Scenarios Lesson 3: Scenario Lesson 4: Sending surveys Lesson 2: The Service Catalog processLesson 2: Survey forms Lesson 2: Running reports Lesson 3: Scenario Lesson 3: Creating a survey Lesson 3: Reports Lesson 2: Survey formsLesson 4: Sending surveys Lesson 3: Creating a surveyLesson 2: Running reports Unit 7: Request fulfillment: Scenarios Lesson 4: Sending surveys Lesson 3: Reports line Lesson 2: Running reports

Lesson 1: Simple informational request Lesson 3: ReportsUnit 2: Service Management scenarioline Unit 16: Problem management: Scenario

Lesson 1: IBM Service Management lineoverview line Lesson 1: Problem analysts receive the

Lesson 2: IT Infrastructure Library problem ticketLesson 2: Service Operation

line Lesson 3: Tivoli's process automationLesson 2: IT Infrastructure Library engine lineLesson 2: Service Operation Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 3: Tivoli's process automation Lesson 2: Support levels overview Lesson 2: Service Operationengine Lesson 3: Tickets overview Lesson 3: Tivoli's process automationLesson 4: SmartCloud Control Desk Lesson 4: Working with other engineLesson 2: Support levels overview management processes Lesson 4: SmartCloud Control Desk Lesson 3: Tickets overview Lesson 5: Process flow Lesson 2: Support levels overviewLesson 4: Working with other management Lesson 2: Service requests Lesson 3: Tickets overviewprocesses Lesson 3: Roles Lesson 4: Working with other managementLesson 5: Process flow Lesson 2: Receive and approve service processesLesson 2: Service requests request Lesson 5: Process flow Lesson 3: Roles Lesson 3: Fulfill or route service request Lesson 2: Service requestsLesson 2: Receive and approve service Lesson 4: Close service request Lesson 3: Roles request Lesson 2: Looking for new tickets Lesson 2: Receive and approve serviceLesson 3: Fulfill or route service request Lesson 3: Creating new service requests requestLesson 4: Close service request Lesson 4: Filling out the service request Lesson 3: Fulfill or route service requestLesson 2: Looking for new tickets Lesson 5: Time management Lesson 4: Close service request Lesson 3: Creating new service requests Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 4: Filling out the service request Lesson 7: Searching for information Lesson 3: Creating new service requestsLesson 5: Time management Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 6: Information locations overview Lesson 9: Communications Lesson 5: Time managementLesson 7: Searching for information Lesson 10: Documenting the solution Lesson 6: Information locations overviewLesson 8: Fulfilling the request Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 9: Communications Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 10: Documenting the solution Lesson 3: Solution creation scenario Lesson 9: CommunicationsLesson 11: Resolving tickets Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 2: Solution lookup scenario Lesson 2: Role Lesson 11: Resolving tickets Lesson 3: Solution creation scenario Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 4: Complex issue scenario Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 2: Role Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 3: Self service tools Lesson 3: Global issues Lesson 2: RoleLesson 4: Scenarios Lesson 4: Event management Lesson 3: Self service toolsLesson 2: Incident management Lesson 5: Roles Lesson 4: Scenarios Lesson 3: Global issues Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 4: Event management Lesson 3: Filling out the incident ticket Lesson 3: Global issuesLesson 5: Roles Lesson 4: Resolving the incident Lesson 4: Event managementLesson 2: Creating the incident ticket Lesson 2: Diagnosis Lesson 5: Roles Lesson 3: Filling out the incident ticket Lesson 3: Resolve the incident Lesson 2: Creating the incident ticketLesson 4: Resolving the incident Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 2: Diagnosis Lesson 2: Problem management Lesson 4: Resolving the incident Lesson 3: Resolve the incident Lesson 3: Roles Lesson 2: DiagnosisLesson 4: Create a problem ticket Lesson 2: Problem management process Lesson 3: Resolve the incidentLesson 2: Problem management flow Lesson 4: Create a problem ticket Lesson 3: Roles Lesson 2: Creating a problem ticket Lesson 2: Problem managementLesson 2: Problem management process Lesson 2: Diagnosis Lesson 3: Roles flow Lesson 3: Perform the work Lesson 2: Problem management processLesson 2: Creating a problem ticket Lesson 4: Close the problem flow Lesson 2: Diagnosis Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 3: Perform the work Lesson 3: Escalations Lesson 2: DiagnosisLesson 4: Close the problem Lesson 4: Applying service level Lesson 3: Perform the workLesson 2: Commitments agreements Lesson 4: Close the problem


Lesson 3: Escalations Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 4: Applying service level agreements Lesson 3: Task assignments Lesson 3: EscalationsLesson 2: Workflow process maps Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 3: Task assignments Lesson 5: Workflow actions agreements Lesson 4: Routing workflow Lesson 6: Scenarios Lesson 2: Workflow process mapsLesson 5: Workflow actions Lesson 2: The Service Catalog process Lesson 3: Task assignmentsLesson 6: Scenarios Lesson 3: Scenario Lesson 4: Routing workflowLesson 2: The Service Catalog process Lesson 2: Survey forms Lesson 5: Workflow actionsLesson 3: Scenario Lesson 3: Creating a survey Lesson 6: Scenarios Lesson 2: Survey forms Lesson 4: Sending surveys Lesson 2: The Service Catalog processLesson 3: Creating a survey Lesson 2: Running reports Lesson 3: Scenario Lesson 4: Sending surveys Lesson 3: Reports Lesson 2: Survey formsLesson 2: Running reports Lesson 3: Creating a surveyLesson 3: Reports Lesson 4: Sending surveys

line Lesson 2: Running reportsLesson 2: IT Infrastructure Library Lesson 3: Reports

line Lesson 2: Service OperationLesson 2: IT Infrastructure Library Lesson 3: Tivoli's process automationLesson 2: Service Operation engine lineLesson 3: Tivoli's process automation Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library engine Lesson 2: Support levels overview Lesson 2: Service OperationLesson 4: SmartCloud Control Desk Lesson 3: Tickets overview Lesson 3: Tivoli's process automationLesson 2: Support levels overview Lesson 4: Working with other engineLesson 3: Tickets overview management processes Lesson 4: SmartCloud Control Desk Lesson 4: Working with other management Lesson 5: Process flow Lesson 2: Support levels overviewprocesses Lesson 2: Service requests Lesson 3: Tickets overviewLesson 5: Process flow Lesson 3: Roles Lesson 4: Working with other managementLesson 2: Service requests Lesson 2: Receive and approve service processesLesson 3: Roles request Lesson 5: Process flow Lesson 2: Receive and approve service Lesson 3: Fulfill or route service request Lesson 2: Service requestsrequest Lesson 4: Close service request Lesson 3: Roles Lesson 3: Fulfill or route service request Lesson 2: Looking for new tickets Lesson 2: Receive and approve serviceLesson 4: Close service request Lesson 3: Creating new service requests requestLesson 2: Looking for new tickets Lesson 4: Filling out the service request Lesson 3: Fulfill or route service requestLesson 3: Creating new service requests Lesson 5: Time management Lesson 4: Close service request Lesson 4: Filling out the service request Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 5: Time management Lesson 7: Searching for information Lesson 3: Creating new service requestsLesson 6: Information locations overview Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 7: Searching for information Lesson 9: Communications Lesson 5: Time managementLesson 8: Fulfilling the request Lesson 10: Documenting the solution Lesson 6: Information locations overviewLesson 9: Communications Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 10: Documenting the solution Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 11: Resolving tickets Lesson 3: Solution creation scenario Lesson 9: CommunicationsLesson 2: Solution lookup scenario Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 3: Solution creation scenario Lesson 2: Role Lesson 11: Resolving tickets Lesson 4: Complex issue scenario Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 2: Role Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 3: Self service tools Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 4: Scenarios Lesson 3: Global issues Lesson 2: RoleLesson 2: Incident management Lesson 4: Event management Lesson 3: Self service toolsLesson 3: Global issues Lesson 5: Roles Lesson 4: Scenarios Lesson 4: Event management Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 5: Roles Lesson 3: Filling out the incident ticket Lesson 3: Global issuesLesson 2: Creating the incident ticket Lesson 4: Resolving the incident Lesson 4: Event managementLesson 3: Filling out the incident ticket Lesson 2: Diagnosis Lesson 5: Roles Lesson 4: Resolving the incident Lesson 3: Resolve the incident Lesson 2: Creating the incident ticketLesson 2: Diagnosis Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 3: Resolve the incident Lesson 2: Problem management Lesson 4: Resolving the incident Lesson 4: Create a problem ticket Lesson 3: Roles Lesson 2: DiagnosisLesson 2: Problem management Lesson 2: Problem management process Lesson 3: Resolve the incidentLesson 3: Roles flow Lesson 4: Create a problem ticket Lesson 2: Problem management process Lesson 2: Creating a problem ticket Lesson 2: Problem managementflow Lesson 2: Diagnosis Lesson 3: Roles Lesson 2: Creating a problem ticket Lesson 3: Perform the work Lesson 2: Problem management processLesson 2: Diagnosis Lesson 4: Close the problem flow Lesson 3: Perform the work Lesson 2: Commitments Lesson 2: Creating a problem ticket


Lesson 4: Close the problem Lesson 3: Escalations Lesson 2: DiagnosisLesson 2: Commitments Lesson 4: Applying service level Lesson 3: Perform the workLesson 3: Escalations agreements Lesson 4: Close the problem Lesson 4: Applying service level agreements Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 2: Workflow process maps Lesson 3: Task assignments Lesson 3: EscalationsLesson 3: Task assignments Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 4: Routing workflow Lesson 5: Workflow actions agreements Lesson 5: Workflow actions Lesson 6: Scenarios Lesson 2: Workflow process mapsLesson 6: Scenarios Lesson 2: The Service Catalog process Lesson 3: Task assignmentsLesson 2: The Service Catalog process Lesson 3: Scenario Lesson 4: Routing workflowLesson 3: Scenario Lesson 2: Survey forms Lesson 5: Workflow actionsLesson 2: Survey forms Lesson 3: Creating a survey Lesson 6: Scenarios Lesson 3: Creating a survey Lesson 4: Sending surveys Lesson 2: The Service Catalog processLesson 4: Sending surveys Lesson 2: Running reports Lesson 3: Scenario Lesson 2: Running reports Lesson 3: Reports Lesson 2: Survey formsLesson 3: Reports Lesson 3: Creating a survey

Lesson 4: Sending surveys line Lesson 2: Running reports

line Lesson 2: IT Infrastructure Library Lesson 3: ReportsLesson 2: IT Infrastructure Library Lesson 2: Service OperationLesson 2: Service Operation Lesson 3: Tivoli's process automationLesson 3: Tivoli's process automation engine lineengine Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 4: SmartCloud Control Desk Lesson 2: Support levels overview Lesson 2: Service OperationLesson 2: Support levels overview Lesson 3: Tickets overview Lesson 3: Tivoli's process automationLesson 3: Tickets overview Lesson 4: Working with other engineLesson 4: Working with other management management processes Lesson 4: SmartCloud Control Desk processes Lesson 5: Process flow Lesson 2: Support levels overviewLesson 5: Process flow Lesson 2: Service requests Lesson 3: Tickets overviewLesson 2: Service requests Lesson 3: Roles Lesson 4: Working with other managementLesson 3: Roles Lesson 2: Receive and approve service processesLesson 2: Receive and approve service request Lesson 5: Process flow request Lesson 3: Fulfill or route service request Lesson 2: Service requestsLesson 3: Fulfill or route service request Lesson 4: Close service request Lesson 3: Roles Lesson 4: Close service request Lesson 2: Looking for new tickets Lesson 2: Receive and approve serviceLesson 2: Looking for new tickets Lesson 3: Creating new service requests requestLesson 3: Creating new service requests Lesson 4: Filling out the service request Lesson 3: Fulfill or route service requestLesson 4: Filling out the service request Lesson 5: Time management Lesson 4: Close service request Lesson 5: Time management Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 6: Information locations overview Lesson 7: Searching for information Lesson 3: Creating new service requestsLesson 7: Searching for information Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 8: Fulfilling the request Lesson 9: Communications Lesson 5: Time managementLesson 9: Communications Lesson 10: Documenting the solution Lesson 6: Information locations overviewLesson 10: Documenting the solution Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 11: Resolving tickets Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 2: Solution lookup scenario Lesson 3: Solution creation scenario Lesson 9: CommunicationsLesson 3: Solution creation scenario Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 4: Complex issue scenario Lesson 2: Role Lesson 11: Resolving tickets Lesson 2: Role Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 3: Self service tools Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 4: Scenarios Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 2: Incident management Lesson 3: Global issues Lesson 2: RoleLesson 3: Global issues Lesson 4: Event management Lesson 3: Self service toolsLesson 4: Event management Lesson 5: Roles Lesson 4: Scenarios Lesson 5: Roles Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 2: Creating the incident ticket Lesson 3: Filling out the incident ticket Lesson 3: Global issuesLesson 3: Filling out the incident ticket Lesson 4: Resolving the incident Lesson 4: Event managementLesson 4: Resolving the incident Lesson 2: Diagnosis Lesson 5: Roles Lesson 2: Diagnosis Lesson 3: Resolve the incident Lesson 2: Creating the incident ticketLesson 3: Resolve the incident Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 4: Create a problem ticket Lesson 2: Problem management Lesson 4: Resolving the incident Lesson 2: Problem management Lesson 3: Roles Lesson 2: DiagnosisLesson 3: Roles Lesson 2: Problem management process Lesson 3: Resolve the incidentLesson 2: Problem management process flow Lesson 4: Create a problem ticket flow Lesson 2: Creating a problem ticket Lesson 2: Problem managementLesson 2: Creating a problem ticket Lesson 2: Diagnosis Lesson 3: Roles


Lesson 2: Diagnosis Lesson 3: Perform the work Lesson 2: Problem management processLesson 3: Perform the work Lesson 4: Close the problem flow Lesson 4: Close the problem Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 2: Commitments Lesson 3: Escalations Lesson 2: DiagnosisLesson 3: Escalations Lesson 4: Applying service level Lesson 3: Perform the workLesson 4: Applying service level agreements agreements Lesson 4: Close the problem Lesson 2: Workflow process maps Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 3: Task assignments Lesson 3: Task assignments Lesson 3: EscalationsLesson 4: Routing workflow Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 5: Workflow actions Lesson 5: Workflow actions agreements Lesson 6: Scenarios Lesson 6: Scenarios Lesson 2: Workflow process mapsLesson 2: The Service Catalog process Lesson 2: The Service Catalog process Lesson 3: Task assignmentsLesson 3: Scenario Lesson 3: Scenario Lesson 4: Routing workflowLesson 2: Survey forms Lesson 2: Survey forms Lesson 5: Workflow actionsLesson 3: Creating a survey Lesson 3: Creating a survey Lesson 6: Scenarios Lesson 4: Sending surveys Lesson 4: Sending surveys Lesson 2: The Service Catalog processLesson 2: Running reports Lesson 2: Running reports Lesson 3: Scenario Lesson 3: Reports Lesson 3: Reports Lesson 2: Survey forms

Lesson 3: Creating a surveyUnit 3: The Service Desk Unit 8: Request fulfillment: Self Service Lesson 4: Sending surveys line line Lesson 2: Running reports

Lesson 1: Service Desk overview Lesson 1: Overview Lesson 3: Reports

Unit 17: Service level agreements line line line

Lesson 2: IT Infrastructure Library Lesson 2: IT Infrastructure Library Lesson 1: OverviewLesson 2: Service Operation Lesson 2: Service OperationLesson 3: Tivoli's process automation Lesson 3: Tivoli's process automationengine engine lineLesson 4: SmartCloud Control Desk Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 2: Support levels overview Lesson 2: Support levels overview Lesson 2: Service OperationLesson 3: Tickets overview Lesson 3: Tickets overview Lesson 3: Tivoli's process automationLesson 4: Working with other management Lesson 4: Working with other engineprocesses management processes Lesson 4: SmartCloud Control Desk Lesson 5: Process flow Lesson 5: Process flow Lesson 2: Support levels overviewLesson 2: Service requests Lesson 2: Service requests Lesson 3: Tickets overviewLesson 3: Roles Lesson 3: Roles Lesson 4: Working with other managementLesson 2: Receive and approve service Lesson 2: Receive and approve service processesrequest request Lesson 5: Process flow Lesson 3: Fulfill or route service request Lesson 3: Fulfill or route service request Lesson 2: Service requestsLesson 4: Close service request Lesson 4: Close service request Lesson 3: Roles Lesson 2: Looking for new tickets Lesson 2: Looking for new tickets Lesson 2: Receive and approve serviceLesson 3: Creating new service requests Lesson 3: Creating new service requests requestLesson 4: Filling out the service request Lesson 4: Filling out the service request Lesson 3: Fulfill or route service requestLesson 5: Time management Lesson 5: Time management Lesson 4: Close service request Lesson 6: Information locations overview Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 7: Searching for information Lesson 7: Searching for information Lesson 3: Creating new service requestsLesson 8: Fulfilling the request Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 9: Communications Lesson 9: Communications Lesson 5: Time managementLesson 10: Documenting the solution Lesson 10: Documenting the solution Lesson 6: Information locations overviewLesson 11: Resolving tickets Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 2: Solution lookup scenario Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 3: Solution creation scenario Lesson 3: Solution creation scenario Lesson 9: CommunicationsLesson 4: Complex issue scenario Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 2: Role Lesson 2: Role Lesson 11: Resolving tickets Lesson 3: Self service tools Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 4: Scenarios Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 2: Incident management Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 3: Global issues Lesson 3: Global issues Lesson 2: RoleLesson 4: Event management Lesson 4: Event management Lesson 3: Self service toolsLesson 5: Roles Lesson 5: Roles Lesson 4: Scenarios Lesson 2: Creating the incident ticket Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 3: Filling out the incident ticket Lesson 3: Filling out the incident ticket Lesson 3: Global issuesLesson 4: Resolving the incident Lesson 4: Resolving the incident Lesson 4: Event managementLesson 2: Diagnosis Lesson 2: Diagnosis Lesson 5: Roles Lesson 3: Resolve the incident Lesson 3: Resolve the incident Lesson 2: Creating the incident ticket


Lesson 4: Create a problem ticket Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 2: Problem management Lesson 2: Problem management Lesson 4: Resolving the incident Lesson 3: Roles Lesson 3: Roles Lesson 2: DiagnosisLesson 2: Problem management process Lesson 2: Problem management process Lesson 3: Resolve the incidentflow flow Lesson 4: Create a problem ticket Lesson 2: Creating a problem ticket Lesson 2: Creating a problem ticket Lesson 2: Problem managementLesson 2: Diagnosis Lesson 2: Diagnosis Lesson 3: Roles Lesson 3: Perform the work Lesson 3: Perform the work Lesson 2: Problem management processLesson 4: Close the problem Lesson 4: Close the problem flow Lesson 2: Commitments Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 3: Escalations Lesson 3: Escalations Lesson 2: DiagnosisLesson 4: Applying service level agreements Lesson 4: Applying service level Lesson 3: Perform the workLesson 2: Workflow process maps agreements Lesson 4: Close the problem Lesson 3: Task assignments Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 4: Routing workflow Lesson 3: Task assignments Lesson 3: EscalationsLesson 5: Workflow actions Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 6: Scenarios Lesson 5: Workflow actions agreements Lesson 2: The Service Catalog process Lesson 6: Scenarios Lesson 2: Workflow process mapsLesson 3: Scenario Lesson 2: The Service Catalog process Lesson 3: Task assignmentsLesson 2: Survey forms Lesson 3: Scenario Lesson 4: Routing workflowLesson 3: Creating a survey Lesson 2: Survey forms Lesson 5: Workflow actionsLesson 4: Sending surveys Lesson 3: Creating a survey Lesson 6: Scenarios Lesson 2: Running reports Lesson 4: Sending surveys Lesson 2: The Service Catalog processLesson 3: Reports Lesson 2: Running reports Lesson 3: Scenario

Lesson 3: Reports Lesson 2: Survey formsLesson 3: Creating a survey

line Lesson 4: Sending surveys Lesson 2: IT Infrastructure Library line Lesson 2: Running reportsLesson 2: Service Operation Lesson 2: IT Infrastructure Library Lesson 3: ReportsLesson 3: Tivoli's process automation Lesson 2: Service Operationengine Lesson 3: Tivoli's process automationLesson 4: SmartCloud Control Desk engine lineLesson 2: Support levels overview Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 3: Tickets overview Lesson 2: Support levels overview Lesson 2: Service OperationLesson 4: Working with other management Lesson 3: Tickets overview Lesson 3: Tivoli's process automationprocesses Lesson 4: Working with other engineLesson 5: Process flow management processes Lesson 4: SmartCloud Control Desk Lesson 2: Service requests Lesson 5: Process flow Lesson 2: Support levels overviewLesson 3: Roles Lesson 2: Service requests Lesson 3: Tickets overviewLesson 2: Receive and approve service Lesson 3: Roles Lesson 4: Working with other managementrequest Lesson 2: Receive and approve service processesLesson 3: Fulfill or route service request request Lesson 5: Process flow Lesson 4: Close service request Lesson 3: Fulfill or route service request Lesson 2: Service requestsLesson 2: Looking for new tickets Lesson 4: Close service request Lesson 3: Roles Lesson 3: Creating new service requests Lesson 2: Looking for new tickets Lesson 2: Receive and approve serviceLesson 4: Filling out the service request Lesson 3: Creating new service requests requestLesson 5: Time management Lesson 4: Filling out the service request Lesson 3: Fulfill or route service requestLesson 6: Information locations overview Lesson 5: Time management Lesson 4: Close service request Lesson 7: Searching for information Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 8: Fulfilling the request Lesson 7: Searching for information Lesson 3: Creating new service requestsLesson 9: Communications Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 10: Documenting the solution Lesson 9: Communications Lesson 5: Time managementLesson 11: Resolving tickets Lesson 10: Documenting the solution Lesson 6: Information locations overviewLesson 2: Solution lookup scenario Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 3: Solution creation scenario Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 4: Complex issue scenario Lesson 3: Solution creation scenario Lesson 9: CommunicationsLesson 2: Role Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 3: Self service tools Lesson 2: Role Lesson 11: Resolving tickets Lesson 4: Scenarios Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 2: Incident management Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 3: Global issues Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 4: Event management Lesson 3: Global issues Lesson 2: RoleLesson 5: Roles Lesson 4: Event management Lesson 3: Self service toolsLesson 2: Creating the incident ticket Lesson 5: Roles Lesson 4: Scenarios Lesson 3: Filling out the incident ticket Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 4: Resolving the incident Lesson 3: Filling out the incident ticket Lesson 3: Global issues


Lesson 2: Diagnosis Lesson 4: Resolving the incident Lesson 4: Event managementLesson 3: Resolve the incident Lesson 2: Diagnosis Lesson 5: Roles Lesson 4: Create a problem ticket Lesson 3: Resolve the incident Lesson 2: Creating the incident ticketLesson 2: Problem management Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 3: Roles Lesson 2: Problem management Lesson 4: Resolving the incident Lesson 2: Problem management process Lesson 3: Roles Lesson 2: Diagnosisflow Lesson 2: Problem management process Lesson 3: Resolve the incidentLesson 2: Creating a problem ticket flow Lesson 4: Create a problem ticket Lesson 2: Diagnosis Lesson 2: Creating a problem ticket Lesson 2: Problem managementLesson 3: Perform the work Lesson 2: Diagnosis Lesson 3: Roles Lesson 4: Close the problem Lesson 3: Perform the work Lesson 2: Problem management processLesson 2: Commitments Lesson 4: Close the problem flow Lesson 3: Escalations Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 4: Applying service level agreements Lesson 3: Escalations Lesson 2: DiagnosisLesson 2: Workflow process maps Lesson 4: Applying service level Lesson 3: Perform the workLesson 3: Task assignments agreements Lesson 4: Close the problem Lesson 4: Routing workflow Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 5: Workflow actions Lesson 3: Task assignments Lesson 3: EscalationsLesson 6: Scenarios Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 2: The Service Catalog process Lesson 5: Workflow actions agreements Lesson 3: Scenario Lesson 6: Scenarios Lesson 2: Workflow process mapsLesson 2: Survey forms Lesson 2: The Service Catalog process Lesson 3: Task assignmentsLesson 3: Creating a survey Lesson 3: Scenario Lesson 4: Routing workflowLesson 4: Sending surveys Lesson 2: Survey forms Lesson 5: Workflow actionsLesson 2: Running reports Lesson 3: Creating a survey Lesson 6: Scenarios Lesson 3: Reports Lesson 4: Sending surveys Lesson 2: The Service Catalog process

Lesson 2: Running reports Lesson 3: Scenario Lesson 3: Reports Lesson 2: Survey forms

line Lesson 3: Creating a surveyLesson 2: IT Infrastructure Library Lesson 4: Sending surveys Lesson 2: Service Operation line Lesson 2: Running reportsLesson 3: Tivoli's process automation Lesson 2: IT Infrastructure Library Lesson 3: Reportsengine Lesson 2: Service OperationLesson 4: SmartCloud Control Desk Lesson 3: Tivoli's process automationLesson 2: Support levels overview engine lineLesson 3: Tickets overview Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 4: Working with other management Lesson 2: Support levels overview Lesson 2: Service Operationprocesses Lesson 3: Tickets overview Lesson 3: Tivoli's process automationLesson 5: Process flow Lesson 4: Working with other engineLesson 2: Service requests management processes Lesson 4: SmartCloud Control Desk Lesson 3: Roles Lesson 5: Process flow Lesson 2: Support levels overviewLesson 2: Receive and approve service Lesson 2: Service requests Lesson 3: Tickets overviewrequest Lesson 3: Roles Lesson 4: Working with other managementLesson 3: Fulfill or route service request Lesson 2: Receive and approve service processesLesson 4: Close service request request Lesson 5: Process flow Lesson 2: Looking for new tickets Lesson 3: Fulfill or route service request Lesson 2: Service requestsLesson 3: Creating new service requests Lesson 4: Close service request Lesson 3: Roles Lesson 4: Filling out the service request Lesson 2: Looking for new tickets Lesson 2: Receive and approve serviceLesson 5: Time management Lesson 3: Creating new service requests requestLesson 6: Information locations overview Lesson 4: Filling out the service request Lesson 3: Fulfill or route service requestLesson 7: Searching for information Lesson 5: Time management Lesson 4: Close service request Lesson 8: Fulfilling the request Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 9: Communications Lesson 7: Searching for information Lesson 3: Creating new service requestsLesson 10: Documenting the solution Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 11: Resolving tickets Lesson 9: Communications Lesson 5: Time managementLesson 2: Solution lookup scenario Lesson 10: Documenting the solution Lesson 6: Information locations overviewLesson 3: Solution creation scenario Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 4: Complex issue scenario Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 2: Role Lesson 3: Solution creation scenario Lesson 9: CommunicationsLesson 3: Self service tools Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 4: Scenarios Lesson 2: Role Lesson 11: Resolving tickets Lesson 2: Incident management Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 3: Global issues Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 4: Event management Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 5: Roles Lesson 3: Global issues Lesson 2: RoleLesson 2: Creating the incident ticket Lesson 4: Event management Lesson 3: Self service tools


Lesson 3: Filling out the incident ticket Lesson 5: Roles Lesson 4: Scenarios Lesson 4: Resolving the incident Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 2: Diagnosis Lesson 3: Filling out the incident ticket Lesson 3: Global issuesLesson 3: Resolve the incident Lesson 4: Resolving the incident Lesson 4: Event managementLesson 4: Create a problem ticket Lesson 2: Diagnosis Lesson 5: Roles Lesson 2: Problem management Lesson 3: Resolve the incident Lesson 2: Creating the incident ticketLesson 3: Roles Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 2: Problem management process Lesson 2: Problem management Lesson 4: Resolving the incident flow Lesson 3: Roles Lesson 2: DiagnosisLesson 2: Creating a problem ticket Lesson 2: Problem management process Lesson 3: Resolve the incidentLesson 2: Diagnosis flow Lesson 4: Create a problem ticket Lesson 3: Perform the work Lesson 2: Creating a problem ticket Lesson 2: Problem managementLesson 4: Close the problem Lesson 2: Diagnosis Lesson 3: Roles Lesson 2: Commitments Lesson 3: Perform the work Lesson 2: Problem management processLesson 3: Escalations Lesson 4: Close the problem flow Lesson 4: Applying service level agreements Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 2: Workflow process maps Lesson 3: Escalations Lesson 2: DiagnosisLesson 3: Task assignments Lesson 4: Applying service level Lesson 3: Perform the workLesson 4: Routing workflow agreements Lesson 4: Close the problem Lesson 5: Workflow actions Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 6: Scenarios Lesson 3: Task assignments Lesson 3: EscalationsLesson 2: The Service Catalog process Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 3: Scenario Lesson 5: Workflow actions agreements Lesson 2: Survey forms Lesson 6: Scenarios Lesson 2: Workflow process mapsLesson 3: Creating a survey Lesson 2: The Service Catalog process Lesson 3: Task assignmentsLesson 4: Sending surveys Lesson 3: Scenario Lesson 4: Routing workflowLesson 2: Running reports Lesson 2: Survey forms Lesson 5: Workflow actionsLesson 3: Reports Lesson 3: Creating a survey Lesson 6: Scenarios

Lesson 4: Sending surveys Lesson 2: The Service Catalog processLesson 2: Running reports Lesson 3: Scenario

line Lesson 3: Reports Lesson 2: Survey formsLesson 2: IT Infrastructure Library Lesson 3: Creating a surveyLesson 2: Service Operation Unit 9: Incident management: Overview Lesson 4: Sending surveys Lesson 3: Tivoli's process automation line Lesson 2: Running reportsengine Lesson 1: Definitions Lesson 3: ReportsLesson 4: SmartCloud Control Desk Lesson 2: Support levels overview Unit 18: Workflows Lesson 3: Tickets overview line lineLesson 4: Working with other management Lesson 2: IT Infrastructure Library Lesson 1: Overviewprocesses Lesson 2: Service OperationLesson 5: Process flow Lesson 3: Tivoli's process automationLesson 2: Service requests engine lineLesson 3: Roles Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 2: Receive and approve service Lesson 2: Support levels overview Lesson 2: Service Operationrequest Lesson 3: Tickets overview Lesson 3: Tivoli's process automationLesson 3: Fulfill or route service request Lesson 4: Working with other engineLesson 4: Close service request management processes Lesson 4: SmartCloud Control Desk Lesson 2: Looking for new tickets Lesson 5: Process flow Lesson 2: Support levels overviewLesson 3: Creating new service requests Lesson 2: Service requests Lesson 3: Tickets overviewLesson 4: Filling out the service request Lesson 3: Roles Lesson 4: Working with other managementLesson 5: Time management Lesson 2: Receive and approve service processesLesson 6: Information locations overview request Lesson 5: Process flow Lesson 7: Searching for information Lesson 3: Fulfill or route service request Lesson 2: Service requestsLesson 8: Fulfilling the request Lesson 4: Close service request Lesson 3: Roles Lesson 9: Communications Lesson 2: Looking for new tickets Lesson 2: Receive and approve serviceLesson 10: Documenting the solution Lesson 3: Creating new service requests requestLesson 11: Resolving tickets Lesson 4: Filling out the service request Lesson 3: Fulfill or route service requestLesson 2: Solution lookup scenario Lesson 5: Time management Lesson 4: Close service request Lesson 3: Solution creation scenario Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 4: Complex issue scenario Lesson 7: Searching for information Lesson 3: Creating new service requestsLesson 2: Role Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 3: Self service tools Lesson 9: Communications Lesson 5: Time managementLesson 4: Scenarios Lesson 10: Documenting the solution Lesson 6: Information locations overviewLesson 2: Incident management Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 3: Global issues Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 4: Event management Lesson 3: Solution creation scenario Lesson 9: Communications


Lesson 5: Roles Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 2: Creating the incident ticket Lesson 2: Role Lesson 11: Resolving tickets Lesson 3: Filling out the incident ticket Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 4: Resolving the incident Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 2: Diagnosis Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 3: Resolve the incident Lesson 3: Global issues Lesson 2: RoleLesson 4: Create a problem ticket Lesson 4: Event management Lesson 3: Self service toolsLesson 2: Problem management Lesson 5: Roles Lesson 4: Scenarios Lesson 3: Roles Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 2: Problem management process Lesson 3: Filling out the incident ticket Lesson 3: Global issuesflow Lesson 4: Resolving the incident Lesson 4: Event managementLesson 2: Creating a problem ticket Lesson 2: Diagnosis Lesson 5: Roles Lesson 2: Diagnosis Lesson 3: Resolve the incident Lesson 2: Creating the incident ticketLesson 3: Perform the work Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 4: Close the problem Lesson 2: Problem management Lesson 4: Resolving the incident Lesson 2: Commitments Lesson 3: Roles Lesson 2: DiagnosisLesson 3: Escalations Lesson 2: Problem management process Lesson 3: Resolve the incidentLesson 4: Applying service level agreements flow Lesson 4: Create a problem ticket Lesson 2: Workflow process maps Lesson 2: Creating a problem ticket Lesson 2: Problem managementLesson 3: Task assignments Lesson 2: Diagnosis Lesson 3: Roles Lesson 4: Routing workflow Lesson 3: Perform the work Lesson 2: Problem management processLesson 5: Workflow actions Lesson 4: Close the problem flow Lesson 6: Scenarios Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 2: The Service Catalog process Lesson 3: Escalations Lesson 2: DiagnosisLesson 3: Scenario Lesson 4: Applying service level Lesson 3: Perform the workLesson 2: Survey forms agreements Lesson 4: Close the problem Lesson 3: Creating a survey Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 4: Sending surveys Lesson 3: Task assignments Lesson 3: EscalationsLesson 2: Running reports Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 3: Reports Lesson 5: Workflow actions agreements

Lesson 6: Scenarios Lesson 2: Workflow process mapsUnit 4: Request fulfillment: Overview Lesson 2: The Service Catalog process Lesson 3: Task assignmentsline Lesson 3: Scenario Lesson 4: Routing workflow

Lesson 1: Request fulfillment Lesson 2: Survey forms Lesson 5: Workflow actionsLesson 3: Creating a survey Lesson 6: Scenarios Lesson 4: Sending surveys Lesson 2: The Service Catalog process

line Lesson 2: Running reports Lesson 3: Scenario Lesson 2: IT Infrastructure Library Lesson 3: Reports Lesson 2: Survey formsLesson 2: Service Operation Lesson 3: Creating a surveyLesson 3: Tivoli's process automation Lesson 4: Sending surveys engine line Lesson 2: Running reportsLesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 3: ReportsLesson 2: Support levels overview Lesson 2: Service OperationLesson 3: Tickets overview Lesson 3: Tivoli's process automationLesson 4: Working with other management engine lineprocesses Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 5: Process flow Lesson 2: Support levels overview Lesson 2: Service OperationLesson 2: Service requests Lesson 3: Tickets overview Lesson 3: Tivoli's process automationLesson 3: Roles Lesson 4: Working with other engineLesson 2: Receive and approve service management processes Lesson 4: SmartCloud Control Desk request Lesson 5: Process flow Lesson 2: Support levels overviewLesson 3: Fulfill or route service request Lesson 2: Service requests Lesson 3: Tickets overviewLesson 4: Close service request Lesson 3: Roles Lesson 4: Working with other managementLesson 2: Looking for new tickets Lesson 2: Receive and approve service processesLesson 3: Creating new service requests request Lesson 5: Process flow Lesson 4: Filling out the service request Lesson 3: Fulfill or route service request Lesson 2: Service requestsLesson 5: Time management Lesson 4: Close service request Lesson 3: Roles Lesson 6: Information locations overview Lesson 2: Looking for new tickets Lesson 2: Receive and approve serviceLesson 7: Searching for information Lesson 3: Creating new service requests requestLesson 8: Fulfilling the request Lesson 4: Filling out the service request Lesson 3: Fulfill or route service requestLesson 9: Communications Lesson 5: Time management Lesson 4: Close service request Lesson 10: Documenting the solution Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 11: Resolving tickets Lesson 7: Searching for information Lesson 3: Creating new service requestsLesson 2: Solution lookup scenario Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 3: Solution creation scenario Lesson 9: Communications Lesson 5: Time managementLesson 4: Complex issue scenario Lesson 10: Documenting the solution Lesson 6: Information locations overview


Lesson 2: Role Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 3: Self service tools Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 4: Scenarios Lesson 3: Solution creation scenario Lesson 9: CommunicationsLesson 2: Incident management Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 3: Global issues Lesson 2: Role Lesson 11: Resolving tickets Lesson 4: Event management Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 5: Roles Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 2: Creating the incident ticket Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 3: Filling out the incident ticket Lesson 3: Global issues Lesson 2: RoleLesson 4: Resolving the incident Lesson 4: Event management Lesson 3: Self service toolsLesson 2: Diagnosis Lesson 5: Roles Lesson 4: Scenarios Lesson 3: Resolve the incident Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 4: Create a problem ticket Lesson 3: Filling out the incident ticket Lesson 3: Global issuesLesson 2: Problem management Lesson 4: Resolving the incident Lesson 4: Event managementLesson 3: Roles Lesson 2: Diagnosis Lesson 5: Roles Lesson 2: Problem management process Lesson 3: Resolve the incident Lesson 2: Creating the incident ticketflow Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 2: Creating a problem ticket Lesson 2: Problem management Lesson 4: Resolving the incident Lesson 2: Diagnosis Lesson 3: Roles Lesson 2: DiagnosisLesson 3: Perform the work Lesson 2: Problem management process Lesson 3: Resolve the incidentLesson 4: Close the problem flow Lesson 4: Create a problem ticket Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 2: Problem managementLesson 3: Escalations Lesson 2: Diagnosis Lesson 3: Roles Lesson 4: Applying service level agreements Lesson 3: Perform the work Lesson 2: Problem management processLesson 2: Workflow process maps Lesson 4: Close the problem flow Lesson 3: Task assignments Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 4: Routing workflow Lesson 3: Escalations Lesson 2: DiagnosisLesson 5: Workflow actions Lesson 4: Applying service level Lesson 3: Perform the workLesson 6: Scenarios agreements Lesson 4: Close the problem Lesson 2: The Service Catalog process Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 3: Scenario Lesson 3: Task assignments Lesson 3: EscalationsLesson 2: Survey forms Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 3: Creating a survey Lesson 5: Workflow actions agreements Lesson 4: Sending surveys Lesson 6: Scenarios Lesson 2: Workflow process mapsLesson 2: Running reports Lesson 2: The Service Catalog process Lesson 3: Task assignmentsLesson 3: Reports Lesson 3: Scenario Lesson 4: Routing workflow

Lesson 2: Survey forms Lesson 5: Workflow actionsLesson 3: Creating a survey Lesson 6: Scenarios

line Lesson 4: Sending surveys Lesson 2: The Service Catalog processLesson 2: IT Infrastructure Library Lesson 2: Running reports Lesson 3: Scenario Lesson 2: Service Operation Lesson 3: Reports Lesson 2: Survey formsLesson 3: Tivoli's process automation Lesson 3: Creating a surveyengine Lesson 4: Sending surveys Lesson 4: SmartCloud Control Desk line Lesson 2: Running reportsLesson 2: Support levels overview Lesson 2: IT Infrastructure Library Lesson 3: ReportsLesson 3: Tickets overview Lesson 2: Service OperationLesson 4: Working with other management Lesson 3: Tivoli's process automationprocesses engine lineLesson 5: Process flow Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 2: Service requests Lesson 2: Support levels overview Lesson 2: Service OperationLesson 3: Roles Lesson 3: Tickets overview Lesson 3: Tivoli's process automationLesson 2: Receive and approve service Lesson 4: Working with other enginerequest management processes Lesson 4: SmartCloud Control Desk Lesson 3: Fulfill or route service request Lesson 5: Process flow Lesson 2: Support levels overviewLesson 4: Close service request Lesson 2: Service requests Lesson 3: Tickets overviewLesson 2: Looking for new tickets Lesson 3: Roles Lesson 4: Working with other managementLesson 3: Creating new service requests Lesson 2: Receive and approve service processesLesson 4: Filling out the service request request Lesson 5: Process flow Lesson 5: Time management Lesson 3: Fulfill or route service request Lesson 2: Service requestsLesson 6: Information locations overview Lesson 4: Close service request Lesson 3: Roles Lesson 7: Searching for information Lesson 2: Looking for new tickets Lesson 2: Receive and approve serviceLesson 8: Fulfilling the request Lesson 3: Creating new service requests requestLesson 9: Communications Lesson 4: Filling out the service request Lesson 3: Fulfill or route service requestLesson 10: Documenting the solution Lesson 5: Time management Lesson 4: Close service request Lesson 11: Resolving tickets Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 2: Solution lookup scenario Lesson 7: Searching for information Lesson 3: Creating new service requests


Lesson 3: Solution creation scenario Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 4: Complex issue scenario Lesson 9: Communications Lesson 5: Time managementLesson 2: Role Lesson 10: Documenting the solution Lesson 6: Information locations overviewLesson 3: Self service tools Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 4: Scenarios Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 2: Incident management Lesson 3: Solution creation scenario Lesson 9: CommunicationsLesson 3: Global issues Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 4: Event management Lesson 2: Role Lesson 11: Resolving tickets Lesson 5: Roles Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 2: Creating the incident ticket Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 3: Filling out the incident ticket Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 4: Resolving the incident Lesson 3: Global issues Lesson 2: RoleLesson 2: Diagnosis Lesson 4: Event management Lesson 3: Self service toolsLesson 3: Resolve the incident Lesson 5: Roles Lesson 4: Scenarios Lesson 4: Create a problem ticket Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 2: Problem management Lesson 3: Filling out the incident ticket Lesson 3: Global issuesLesson 3: Roles Lesson 4: Resolving the incident Lesson 4: Event managementLesson 2: Problem management process Lesson 2: Diagnosis Lesson 5: Roles flow Lesson 3: Resolve the incident Lesson 2: Creating the incident ticketLesson 2: Creating a problem ticket Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 2: Diagnosis Lesson 2: Problem management Lesson 4: Resolving the incident Lesson 3: Perform the work Lesson 3: Roles Lesson 2: DiagnosisLesson 4: Close the problem Lesson 2: Problem management process Lesson 3: Resolve the incidentLesson 2: Commitments flow Lesson 4: Create a problem ticket Lesson 3: Escalations Lesson 2: Creating a problem ticket Lesson 2: Problem managementLesson 4: Applying service level agreements Lesson 2: Diagnosis Lesson 3: Roles Lesson 2: Workflow process maps Lesson 3: Perform the work Lesson 2: Problem management processLesson 3: Task assignments Lesson 4: Close the problem flow Lesson 4: Routing workflow Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 5: Workflow actions Lesson 3: Escalations Lesson 2: DiagnosisLesson 6: Scenarios Lesson 4: Applying service level Lesson 3: Perform the workLesson 2: The Service Catalog process agreements Lesson 4: Close the problem Lesson 3: Scenario Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 2: Survey forms Lesson 3: Task assignments Lesson 3: EscalationsLesson 3: Creating a survey Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 4: Sending surveys Lesson 5: Workflow actions agreements Lesson 2: Running reports Lesson 6: Scenarios Lesson 2: Workflow process mapsLesson 3: Reports Lesson 2: The Service Catalog process Lesson 3: Task assignments

Lesson 3: Scenario Lesson 4: Routing workflowUnit 5: Request fulfillment: Process Lesson 2: Survey forms Lesson 5: Workflow actionsline Lesson 3: Creating a survey Lesson 6: Scenarios

Lesson 1: Process flow overview Lesson 4: Sending surveys Lesson 2: The Service Catalog processLesson 2: Running reports Lesson 3: Scenario Lesson 3: Reports Lesson 2: Survey forms

line Lesson 3: Creating a surveyLesson 2: IT Infrastructure Library Lesson 4: Sending surveys Lesson 2: Service Operation line Lesson 2: Running reportsLesson 3: Tivoli's process automation Lesson 2: IT Infrastructure Library Lesson 3: Reportsengine Lesson 2: Service OperationLesson 4: SmartCloud Control Desk Lesson 3: Tivoli's process automationLesson 2: Support levels overview engine lineLesson 3: Tickets overview Lesson 4: SmartCloud Control Desk Lesson 2: IT Infrastructure Library Lesson 4: Working with other management Lesson 2: Support levels overview Lesson 2: Service Operationprocesses Lesson 3: Tickets overview Lesson 3: Tivoli's process automationLesson 5: Process flow Lesson 4: Working with other engineLesson 2: Service requests management processes Lesson 4: SmartCloud Control Desk Lesson 3: Roles Lesson 5: Process flow Lesson 2: Support levels overviewLesson 2: Receive and approve service Lesson 2: Service requests Lesson 3: Tickets overviewrequest Lesson 3: Roles Lesson 4: Working with other managementLesson 3: Fulfill or route service request Lesson 2: Receive and approve service processesLesson 4: Close service request request Lesson 5: Process flow Lesson 2: Looking for new tickets Lesson 3: Fulfill or route service request Lesson 2: Service requestsLesson 3: Creating new service requests Lesson 4: Close service request Lesson 3: Roles Lesson 4: Filling out the service request Lesson 2: Looking for new tickets Lesson 2: Receive and approve serviceLesson 5: Time management Lesson 3: Creating new service requests requestLesson 6: Information locations overview Lesson 4: Filling out the service request Lesson 3: Fulfill or route service request


Lesson 7: Searching for information Lesson 5: Time management Lesson 4: Close service request Lesson 8: Fulfilling the request Lesson 6: Information locations overview Lesson 2: Looking for new ticketsLesson 9: Communications Lesson 7: Searching for information Lesson 3: Creating new service requestsLesson 10: Documenting the solution Lesson 8: Fulfilling the request Lesson 4: Filling out the service requestLesson 11: Resolving tickets Lesson 9: Communications Lesson 5: Time managementLesson 2: Solution lookup scenario Lesson 10: Documenting the solution Lesson 6: Information locations overviewLesson 3: Solution creation scenario Lesson 11: Resolving tickets Lesson 7: Searching for informationLesson 4: Complex issue scenario Lesson 2: Solution lookup scenario Lesson 8: Fulfilling the requestLesson 2: Role Lesson 3: Solution creation scenario Lesson 9: CommunicationsLesson 3: Self service tools Lesson 4: Complex issue scenario Lesson 10: Documenting the solutionLesson 4: Scenarios Lesson 2: Role Lesson 11: Resolving tickets Lesson 2: Incident management Lesson 3: Self service tools Lesson 2: Solution lookup scenarioLesson 3: Global issues Lesson 4: Scenarios Lesson 3: Solution creation scenarioLesson 4: Event management Lesson 2: Incident management Lesson 4: Complex issue scenario Lesson 5: Roles Lesson 3: Global issues Lesson 2: RoleLesson 2: Creating the incident ticket Lesson 4: Event management Lesson 3: Self service toolsLesson 3: Filling out the incident ticket Lesson 5: Roles Lesson 4: Scenarios Lesson 4: Resolving the incident Lesson 2: Creating the incident ticket Lesson 2: Incident managementLesson 2: Diagnosis Lesson 3: Filling out the incident ticket Lesson 3: Global issuesLesson 3: Resolve the incident Lesson 4: Resolving the incident Lesson 4: Event managementLesson 4: Create a problem ticket Lesson 2: Diagnosis Lesson 5: Roles Lesson 2: Problem management Lesson 3: Resolve the incident Lesson 2: Creating the incident ticketLesson 3: Roles Lesson 4: Create a problem ticket Lesson 3: Filling out the incident ticketLesson 2: Problem management process Lesson 2: Problem management Lesson 4: Resolving the incident flow Lesson 3: Roles Lesson 2: DiagnosisLesson 2: Creating a problem ticket Lesson 2: Problem management process Lesson 3: Resolve the incidentLesson 2: Diagnosis flow Lesson 4: Create a problem ticket Lesson 3: Perform the work Lesson 2: Creating a problem ticket Lesson 2: Problem managementLesson 4: Close the problem Lesson 2: Diagnosis Lesson 3: Roles Lesson 2: Commitments Lesson 3: Perform the work Lesson 2: Problem management processLesson 3: Escalations Lesson 4: Close the problem flow Lesson 4: Applying service level agreements Lesson 2: Commitments Lesson 2: Creating a problem ticket Lesson 2: Workflow process maps Lesson 3: Escalations Lesson 2: DiagnosisLesson 3: Task assignments Lesson 4: Applying service level Lesson 3: Perform the workLesson 4: Routing workflow agreements Lesson 4: Close the problem Lesson 5: Workflow actions Lesson 2: Workflow process maps Lesson 2: CommitmentsLesson 6: Scenarios Lesson 3: Task assignments Lesson 3: EscalationsLesson 2: The Service Catalog process Lesson 4: Routing workflow Lesson 4: Applying service levelLesson 3: Scenario Lesson 5: Workflow actions agreements Lesson 2: Survey forms Lesson 6: Scenarios Lesson 2: Workflow process mapsLesson 3: Creating a survey Lesson 2: The Service Catalog process Lesson 3: Task assignmentsLesson 4: Sending surveys Lesson 3: Scenario Lesson 4: Routing workflowLesson 2: Running reports Lesson 2: Survey forms Lesson 5: Workflow actionsLesson 3: Reports Lesson 3: Creating a survey Lesson 6: Scenarios

Lesson 4: Sending surveys Lesson 2: The Service Catalog processLesson 2: Running reports Lesson 3: Scenario

line Lesson 3: Reports Lesson 2: Survey formsLesson 2: IT Infrastructure Library Lesson 3: Creating a surveyLesson 2: Service Operation Unit 10: Incident management: Process Lesson 4: Sending surveys Lesson 3: Tivoli's process automation line Lesson 2: Running reportsengine Lesson 1: Incident management process Lesson 3: ReportsLesson 4: SmartCloud Control Desk overview Lesson 2: Support levels overviewLesson 3: Tickets overview Unit 11: Incident management: Tools lineLesson 4: Working with other management line Lesson 2: IT Infrastructure Library processes Lesson 1: The Incidents application Lesson 2: Service OperationLesson 5: Process flow Lesson 3: Tivoli's process automationLesson 2: Service requests engineLesson 3: Roles line Lesson 4: SmartCloud Control Desk Lesson 2: Receive and approve service Lesson 2: IT Infrastructure Library Lesson 2: Support levels overviewrequest Lesson 2: Service Operation Lesson 3: Tickets overviewLesson 3: Fulfill or route service request Lesson 3: Tivoli's process automation Lesson 4: Working with other managementLesson 4: Close service request engine processesLesson 2: Looking for new tickets Lesson 4: SmartCloud Control Desk Lesson 5: Process flow Lesson 3: Creating new service requests Lesson 2: Support levels overview Lesson 2: Service requestsLesson 4: Filling out the service request Lesson 3: Tickets overview Lesson 3: Roles


Lesson 5: Time management Lesson 4: Working with other Lesson 2: Receive and approve serviceLesson 6: Information locations overview management processes requestLesson 7: Searching for information Lesson 5: Process flow Lesson 3: Fulfill or route service requestLesson 8: Fulfilling the request Lesson 2: Service requests Lesson 4: Close service request Lesson 9: Communications Lesson 3: Roles Lesson 2: Looking for new ticketsLesson 10: Documenting the solution Lesson 2: Receive and approve service Lesson 3: Creating new service requestsLesson 11: Resolving tickets request Lesson 4: Filling out the service requestLesson 2: Solution lookup scenario Lesson 3: Fulfill or route service request Lesson 5: Time managementLesson 3: Solution creation scenario Lesson 4: Close service request Lesson 6: Information locations overviewLesson 4: Complex issue scenario Lesson 2: Looking for new tickets Lesson 7: Searching for informationLesson 2: Role Lesson 3: Creating new service requests Lesson 8: Fulfilling the requestLesson 3: Self service tools Lesson 4: Filling out the service request Lesson 9: CommunicationsLesson 4: Scenarios Lesson 5: Time management Lesson 10: Documenting the solutionLesson 2: Incident management Lesson 6: Information locations overview Lesson 11: Resolving tickets Lesson 3: Global issues Lesson 7: Searching for information Lesson 2: Solution lookup scenarioLesson 4: Event management Lesson 8: Fulfilling the request Lesson 3: Solution creation scenarioLesson 5: Roles Lesson 9: Communications Lesson 4: Complex issue scenario Lesson 2: Creating the incident ticket Lesson 10: Documenting the solution Lesson 2: RoleLesson 3: Filling out the incident ticket Lesson 11: Resolving tickets Lesson 3: Self service toolsLesson 4: Resolving the incident Lesson 2: Solution lookup scenario Lesson 4: Scenarios Lesson 2: Diagnosis Lesson 3: Solution creation scenario Lesson 2: Incident managementLesson 3: Resolve the incident Lesson 4: Complex issue scenario Lesson 3: Global issuesLesson 4: Create a problem ticket Lesson 2: Role Lesson 4: Event managementLesson 2: Problem management Lesson 3: Self service tools Lesson 5: Roles Lesson 3: Roles Lesson 4: Scenarios Lesson 2: Creating the incident ticketLesson 2: Problem management process Lesson 2: Incident management Lesson 3: Filling out the incident ticketflow Lesson 3: Global issues Lesson 4: Resolving the incident Lesson 2: Creating a problem ticket Lesson 4: Event management Lesson 2: DiagnosisLesson 2: Diagnosis Lesson 5: Roles Lesson 3: Resolve the incidentLesson 3: Perform the work Lesson 2: Creating the incident ticket Lesson 4: Create a problem ticket Lesson 4: Close the problem Lesson 3: Filling out the incident ticket Lesson 2: Problem managementLesson 2: Commitments Lesson 4: Resolving the incident Lesson 3: Roles Lesson 3: Escalations Lesson 2: Diagnosis Lesson 2: Problem management processLesson 4: Applying service level agreements Lesson 3: Resolve the incident flow Lesson 2: Workflow process maps Lesson 4: Create a problem ticket Lesson 2: Creating a problem ticket Lesson 3: Task assignments Lesson 2: Problem management Lesson 2: DiagnosisLesson 4: Routing workflow Lesson 3: Roles Lesson 3: Perform the workLesson 5: Workflow actions Lesson 2: Problem management process Lesson 4: Close the problem Lesson 6: Scenarios flow Lesson 2: CommitmentsLesson 2: The Service Catalog process Lesson 2: Creating a problem ticket Lesson 3: EscalationsLesson 3: Scenario Lesson 2: Diagnosis Lesson 4: Applying service levelLesson 2: Survey forms Lesson 3: Perform the work agreements Lesson 3: Creating a survey Lesson 4: Close the problem Lesson 2: Workflow process mapsLesson 4: Sending surveys Lesson 2: Commitments Lesson 3: Task assignmentsLesson 2: Running reports Lesson 3: Escalations Lesson 4: Routing workflowLesson 3: Reports Lesson 4: Applying service level Lesson 5: Workflow actions

agreements Lesson 6: Scenarios Lesson 2: Workflow process maps Lesson 2: The Service Catalog process

line Lesson 3: Task assignments Lesson 3: Scenario Lesson 2: IT Infrastructure Library Lesson 4: Routing workflow Lesson 2: Survey formsLesson 2: Service Operation Lesson 5: Workflow actions Lesson 3: Creating a surveyLesson 3: Tivoli's process automation Lesson 6: Scenarios Lesson 4: Sending surveys engine Lesson 2: The Service Catalog process Lesson 2: Running reportsLesson 4: SmartCloud Control Desk Lesson 3: Scenario Lesson 3: ReportsLesson 2: Support levels overview Lesson 2: Survey formsLesson 3: Tickets overview Lesson 3: Creating a survey Unit 19: The Service Catalog Lesson 4: Working with other management Lesson 4: Sending surveys lineprocesses Lesson 2: Running reports Lesson 1: Service Catalog overviewLesson 5: Process flow Lesson 3: ReportsLesson 2: Service requestsLesson 3: Roles lineLesson 2: Receive and approve service line Lesson 2: IT Infrastructure Library request Lesson 2: IT Infrastructure Library Lesson 2: Service OperationLesson 3: Fulfill or route service request Lesson 2: Service Operation Lesson 3: Tivoli's process automationLesson 4: Close service request Lesson 3: Tivoli's process automation engineLesson 2: Looking for new tickets engine Lesson 4: SmartCloud Control Desk


Lesson 3: Creating new service requests Lesson 4: SmartCloud Control Desk Lesson 2: Support levels overviewLesson 4: Filling out the service request Lesson 2: Support levels overview Lesson 3: Tickets overviewLesson 5: Time management Lesson 3: Tickets overview Lesson 4: Working with other managementLesson 6: Information locations overview Lesson 4: Working with other processesLesson 7: Searching for information management processes Lesson 5: Process flow Lesson 8: Fulfilling the request Lesson 5: Process flow Lesson 2: Service requestsLesson 9: Communications Lesson 2: Service requests Lesson 3: Roles Lesson 10: Documenting the solution Lesson 3: Roles Lesson 2: Receive and approve serviceLesson 11: Resolving tickets Lesson 2: Receive and approve service requestLesson 2: Solution lookup scenario request Lesson 3: Fulfill or route service requestLesson 3: Solution creation scenario Lesson 3: Fulfill or route service request Lesson 4: Close service request Lesson 4: Complex issue scenario Lesson 4: Close service request Lesson 2: Looking for new ticketsLesson 2: Role Lesson 2: Looking for new tickets Lesson 3: Creating new service requestsLesson 3: Self service tools Lesson 3: Creating new service requests Lesson 4: Filling out the service requestLesson 4: Scenarios Lesson 4: Filling out the service request Lesson 5: Time managementLesson 2: Incident management Lesson 5: Time management Lesson 6: Information locations overviewLesson 3: Global issues Lesson 6: Information locations overview Lesson 7: Searching for informationLesson 4: Event management Lesson 7: Searching for information Lesson 8: Fulfilling the requestLesson 5: Roles Lesson 8: Fulfilling the request Lesson 9: CommunicationsLesson 2: Creating the incident ticket Lesson 9: Communications Lesson 10: Documenting the solutionLesson 3: Filling out the incident ticket Lesson 10: Documenting the solution Lesson 11: Resolving tickets Lesson 4: Resolving the incident Lesson 11: Resolving tickets Lesson 2: Solution lookup scenarioLesson 2: Diagnosis Lesson 2: Solution lookup scenario Lesson 3: Solution creation scenarioLesson 3: Resolve the incident Lesson 3: Solution creation scenario Lesson 4: Complex issue scenario Lesson 4: Create a problem ticket Lesson 4: Complex issue scenario Lesson 2: RoleLesson 2: Problem management Lesson 2: Role Lesson 3: Self service toolsLesson 3: Roles Lesson 3: Self service tools Lesson 4: Scenarios Lesson 2: Problem management process Lesson 4: Scenarios Lesson 2: Incident managementflow Lesson 2: Incident management Lesson 3: Global issuesLesson 2: Creating a problem ticket Lesson 3: Global issues Lesson 4: Event managementLesson 2: Diagnosis Lesson 4: Event management Lesson 5: Roles Lesson 3: Perform the work Lesson 5: Roles Lesson 2: Creating the incident ticketLesson 4: Close the problem Lesson 2: Creating the incident ticket Lesson 3: Filling out the incident ticketLesson 2: Commitments Lesson 3: Filling out the incident ticket Lesson 4: Resolving the incident Lesson 3: Escalations Lesson 4: Resolving the incident Lesson 2: DiagnosisLesson 4: Applying service level agreements Lesson 2: Diagnosis Lesson 3: Resolve the incidentLesson 2: Workflow process maps Lesson 3: Resolve the incident Lesson 4: Create a problem ticket Lesson 3: Task assignments Lesson 4: Create a problem ticket Lesson 2: Problem managementLesson 4: Routing workflow Lesson 2: Problem management Lesson 3: Roles Lesson 5: Workflow actions Lesson 3: Roles Lesson 2: Problem management processLesson 6: Scenarios Lesson 2: Problem management process flow Lesson 2: The Service Catalog process flow Lesson 2: Creating a problem ticket Lesson 3: Scenario Lesson 2: Creating a problem ticket Lesson 2: DiagnosisLesson 2: Survey forms Lesson 2: Diagnosis Lesson 3: Perform the workLesson 3: Creating a survey Lesson 3: Perform the work Lesson 4: Close the problem Lesson 4: Sending surveys Lesson 4: Close the problem Lesson 2: CommitmentsLesson 2: Running reports Lesson 2: Commitments Lesson 3: EscalationsLesson 3: Reports Lesson 3: Escalations Lesson 4: Applying service level

Lesson 4: Applying service level agreements Unit 6: Request fulfillment: Tools agreements Lesson 2: Workflow process mapsline Lesson 2: Workflow process maps Lesson 3: Task assignments

Lesson 1: The Service Requests application Lesson 3: Task assignments Lesson 4: Routing workflowLesson 4: Routing workflow Lesson 5: Workflow actionsLesson 5: Workflow actions Lesson 6: Scenarios

line Lesson 6: Scenarios Lesson 2: The Service Catalog processLesson 2: IT Infrastructure Library Lesson 2: The Service Catalog process Lesson 3: Scenario Lesson 2: Service Operation Lesson 3: Scenario Lesson 2: Survey formsLesson 3: Tivoli's process automation Lesson 2: Survey forms Lesson 3: Creating a surveyengine Lesson 3: Creating a survey Lesson 4: Sending surveys Lesson 4: SmartCloud Control Desk Lesson 4: Sending surveys Lesson 2: Running reportsLesson 2: Support levels overview Lesson 2: Running reports Lesson 3: ReportsLesson 3: Tickets overview Lesson 3: ReportsLesson 4: Working with other managementprocesses lineLesson 5: Process flow line Lesson 2: IT Infrastructure Library Lesson 2: Service requests Lesson 2: IT Infrastructure Library Lesson 2: Service Operation


Lesson 3: Roles Lesson 2: Service Operation Lesson 3: Tivoli's process automationLesson 2: Receive and approve service Lesson 3: Tivoli's process automation enginerequest engine Lesson 4: SmartCloud Control Desk Lesson 3: Fulfill or route service request Lesson 4: SmartCloud Control Desk Lesson 2: Support levels overviewLesson 4: Close service request Lesson 2: Support levels overview Lesson 3: Tickets overviewLesson 2: Looking for new tickets Lesson 3: Tickets overview Lesson 4: Working with other managementLesson 3: Creating new service requests Lesson 4: Working with other processesLesson 4: Filling out the service request management processes Lesson 5: Process flow Lesson 5: Time management Lesson 5: Process flow Lesson 2: Service requestsLesson 6: Information locations overview Lesson 2: Service requests Lesson 3: Roles Lesson 7: Searching for information Lesson 3: Roles Lesson 2: Receive and approve serviceLesson 8: Fulfilling the request Lesson 2: Receive and approve service requestLesson 9: Communications request Lesson 3: Fulfill or route service requestLesson 10: Documenting the solution Lesson 3: Fulfill or route service request Lesson 4: Close service request Lesson 11: Resolving tickets Lesson 4: Close service request Lesson 2: Looking for new ticketsLesson 2: Solution lookup scenario Lesson 2: Looking for new tickets Lesson 3: Creating new service requestsLesson 3: Solution creation scenario Lesson 3: Creating new service requests Lesson 4: Filling out the service requestLesson 4: Complex issue scenario Lesson 4: Filling out the service request Lesson 5: Time managementLesson 2: Role Lesson 5: Time management Lesson 6: Information locations overviewLesson 3: Self service tools Lesson 6: Information locations overview Lesson 7: Searching for informationLesson 4: Scenarios Lesson 7: Searching for information Lesson 8: Fulfilling the requestLesson 2: Incident management Lesson 8: Fulfilling the request Lesson 9: CommunicationsLesson 3: Global issues Lesson 9: Communications Lesson 10: Documenting the solutionLesson 4: Event management Lesson 10: Documenting the solution Lesson 11: Resolving tickets Lesson 5: Roles Lesson 11: Resolving tickets Lesson 2: Solution lookup scenarioLesson 2: Creating the incident ticket Lesson 2: Solution lookup scenario Lesson 3: Solution creation scenarioLesson 3: Filling out the incident ticket Lesson 3: Solution creation scenario Lesson 4: Complex issue scenario Lesson 4: Resolving the incident Lesson 4: Complex issue scenario Lesson 2: RoleLesson 2: Diagnosis Lesson 2: Role Lesson 3: Self service toolsLesson 3: Resolve the incident Lesson 3: Self service tools Lesson 4: Scenarios Lesson 4: Create a problem ticket Lesson 4: Scenarios Lesson 2: Incident managementLesson 2: Problem management Lesson 2: Incident management Lesson 3: Global issuesLesson 3: Roles Lesson 3: Global issues Lesson 4: Event managementLesson 2: Problem management process Lesson 4: Event management Lesson 5: Roles flow Lesson 5: Roles Lesson 2: Creating the incident ticketLesson 2: Creating a problem ticket Lesson 2: Creating the incident ticket Lesson 3: Filling out the incident ticketLesson 2: Diagnosis Lesson 3: Filling out the incident ticket Lesson 4: Resolving the incident Lesson 3: Perform the work Lesson 4: Resolving the incident Lesson 2: DiagnosisLesson 4: Close the problem Lesson 2: Diagnosis Lesson 3: Resolve the incidentLesson 2: Commitments Lesson 3: Resolve the incident Lesson 4: Create a problem ticket Lesson 3: Escalations Lesson 4: Create a problem ticket Lesson 2: Problem managementLesson 4: Applying service level agreements Lesson 2: Problem management Lesson 3: Roles Lesson 2: Workflow process maps Lesson 3: Roles Lesson 2: Problem management processLesson 3: Task assignments Lesson 2: Problem management process flow Lesson 4: Routing workflow flow Lesson 2: Creating a problem ticket Lesson 5: Workflow actions Lesson 2: Creating a problem ticket Lesson 2: DiagnosisLesson 6: Scenarios Lesson 2: Diagnosis Lesson 3: Perform the workLesson 2: The Service Catalog process Lesson 3: Perform the work Lesson 4: Close the problem Lesson 3: Scenario Lesson 4: Close the problem Lesson 2: CommitmentsLesson 2: Survey forms Lesson 2: Commitments Lesson 3: EscalationsLesson 3: Creating a survey Lesson 3: Escalations Lesson 4: Applying service levelLesson 4: Sending surveys Lesson 4: Applying service level agreements Lesson 2: Running reports agreements Lesson 2: Workflow process mapsLesson 3: Reports Lesson 2: Workflow process maps Lesson 3: Task assignments

Lesson 3: Task assignments Lesson 4: Routing workflowLesson 4: Routing workflow Lesson 5: Workflow actions

line Lesson 5: Workflow actions Lesson 6: Scenarios Lesson 2: IT Infrastructure Library Lesson 6: Scenarios Lesson 2: The Service Catalog processLesson 2: Service Operation Lesson 2: The Service Catalog process Lesson 3: Scenario Lesson 3: Tivoli's process automation Lesson 3: Scenario Lesson 2: Survey formsengine Lesson 2: Survey forms Lesson 3: Creating a surveyLesson 4: SmartCloud Control Desk Lesson 3: Creating a survey Lesson 4: Sending surveys Lesson 2: Support levels overview Lesson 4: Sending surveys Lesson 2: Running reportsLesson 3: Tickets overview Lesson 2: Running reports Lesson 3: ReportsLesson 4: Working with other management Lesson 3: Reportsprocesses Unit 20: Surveys


Lesson 5: Process flow Unit 12: Incident management: Scenario lineLesson 2: Service requests line Lesson 1: Measuring satisfactionLesson 3: Roles Lesson 1: The incident team receives theLesson 2: Receive and approve service incident ticketrequest lineLesson 3: Fulfill or route service request Lesson 2: IT Infrastructure Library Lesson 4: Close service request line Lesson 2: Service OperationLesson 2: Looking for new tickets Lesson 2: IT Infrastructure Library Lesson 3: Tivoli's process automationLesson 3: Creating new service requests Lesson 2: Service Operation engineLesson 4: Filling out the service request Lesson 3: Tivoli's process automation Lesson 4: SmartCloud Control Desk Lesson 5: Time management engine Lesson 2: Support levels overviewLesson 6: Information locations overview Lesson 4: SmartCloud Control Desk Lesson 3: Tickets overviewLesson 7: Searching for information Lesson 2: Support levels overview Lesson 4: Working with other managementLesson 8: Fulfilling the request Lesson 3: Tickets overview processesLesson 9: Communications Lesson 4: Working with other Lesson 5: Process flow Lesson 10: Documenting the solution management processes Lesson 2: Service requestsLesson 11: Resolving tickets Lesson 5: Process flow Lesson 3: Roles Lesson 2: Solution lookup scenario Lesson 2: Service requests Lesson 2: Receive and approve serviceLesson 3: Solution creation scenario Lesson 3: Roles requestLesson 4: Complex issue scenario Lesson 2: Receive and approve service Lesson 3: Fulfill or route service requestLesson 2: Role request Lesson 4: Close service request Lesson 3: Self service tools Lesson 3: Fulfill or route service request Lesson 2: Looking for new ticketsLesson 4: Scenarios Lesson 4: Close service request Lesson 3: Creating new service requestsLesson 2: Incident management Lesson 2: Looking for new tickets Lesson 4: Filling out the service requestLesson 3: Global issues Lesson 3: Creating new service requests Lesson 5: Time managementLesson 4: Event management Lesson 4: Filling out the service request Lesson 6: Information locations overviewLesson 5: Roles Lesson 5: Time management Lesson 7: Searching for informationLesson 2: Creating the incident ticket Lesson 6: Information locations overview Lesson 8: Fulfilling the requestLesson 3: Filling out the incident ticket Lesson 7: Searching for information Lesson 9: CommunicationsLesson 4: Resolving the incident Lesson 8: Fulfilling the request Lesson 10: Documenting the solutionLesson 2: Diagnosis Lesson 9: Communications Lesson 11: Resolving tickets Lesson 3: Resolve the incident Lesson 10: Documenting the solution Lesson 2: Solution lookup scenarioLesson 4: Create a problem ticket Lesson 11: Resolving tickets Lesson 3: Solution creation scenarioLesson 2: Problem management Lesson 2: Solution lookup scenario Lesson 4: Complex issue scenario Lesson 3: Roles Lesson 3: Solution creation scenario Lesson 2: RoleLesson 2: Problem management process Lesson 4: Complex issue scenario Lesson 3: Self service toolsflow Lesson 2: Role Lesson 4: Scenarios Lesson 2: Creating a problem ticket Lesson 3: Self service tools Lesson 2: Incident managementLesson 2: Diagnosis Lesson 4: Scenarios Lesson 3: Global issuesLesson 3: Perform the work Lesson 2: Incident management Lesson 4: Event managementLesson 4: Close the problem Lesson 3: Global issues Lesson 5: Roles Lesson 2: Commitments Lesson 4: Event management Lesson 2: Creating the incident ticketLesson 3: Escalations Lesson 5: Roles Lesson 3: Filling out the incident ticketLesson 4: Applying service level agreements Lesson 2: Creating the incident ticket Lesson 4: Resolving the incident Lesson 2: Workflow process maps Lesson 3: Filling out the incident ticket Lesson 2: DiagnosisLesson 3: Task assignments Lesson 4: Resolving the incident Lesson 3: Resolve the incidentLesson 4: Routing workflow Lesson 2: Diagnosis Lesson 4: Create a problem ticket Lesson 5: Workflow actions Lesson 3: Resolve the incident Lesson 2: Problem managementLesson 6: Scenarios Lesson 4: Create a problem ticket Lesson 3: Roles Lesson 2: The Service Catalog process Lesson 2: Problem management Lesson 2: Problem management processLesson 3: Scenario Lesson 3: Roles flow Lesson 2: Survey forms Lesson 2: Problem management process Lesson 2: Creating a problem ticket Lesson 3: Creating a survey flow Lesson 2: DiagnosisLesson 4: Sending surveys Lesson 2: Creating a problem ticket Lesson 3: Perform the workLesson 2: Running reports Lesson 2: Diagnosis Lesson 4: Close the problem Lesson 3: Reports Lesson 3: Perform the work Lesson 2: Commitments

Lesson 4: Close the problem Lesson 3: EscalationsLesson 2: Commitments Lesson 4: Applying service level

line Lesson 3: Escalations agreements Lesson 2: IT Infrastructure Library Lesson 4: Applying service level Lesson 2: Workflow process mapsLesson 2: Service Operation agreements Lesson 3: Task assignmentsLesson 3: Tivoli's process automation Lesson 2: Workflow process maps Lesson 4: Routing workflowengine Lesson 3: Task assignments Lesson 5: Workflow actionsLesson 4: SmartCloud Control Desk Lesson 4: Routing workflow Lesson 6: Scenarios Lesson 2: Support levels overview Lesson 5: Workflow actions Lesson 2: The Service Catalog processLesson 3: Tickets overview Lesson 6: Scenarios Lesson 3: Scenario


Lesson 4: Working with other management Lesson 2: The Service Catalog process Lesson 2: Survey formsprocesses Lesson 3: Scenario Lesson 3: Creating a surveyLesson 5: Process flow Lesson 2: Survey forms Lesson 4: Sending surveys Lesson 2: Service requests Lesson 3: Creating a survey Lesson 2: Running reportsLesson 3: Roles Lesson 4: Sending surveys Lesson 3: ReportsLesson 2: Receive and approve service Lesson 2: Running reportsrequest Lesson 3: ReportsLesson 3: Fulfill or route service request lineLesson 4: Close service request Lesson 2: IT Infrastructure Library Lesson 2: Looking for new tickets line Lesson 2: Service OperationLesson 3: Creating new service requests Lesson 2: IT Infrastructure Library Lesson 3: Tivoli's process automationLesson 4: Filling out the service request Lesson 2: Service Operation engineLesson 5: Time management Lesson 3: Tivoli's process automation Lesson 4: SmartCloud Control Desk Lesson 6: Information locations overview engine Lesson 2: Support levels overviewLesson 7: Searching for information Lesson 4: SmartCloud Control Desk Lesson 3: Tickets overviewLesson 8: Fulfilling the request Lesson 2: Support levels overview Lesson 4: Working with other managementLesson 9: Communications Lesson 3: Tickets overview processesLesson 10: Documenting the solution Lesson 4: Working with other Lesson 5: Process flow Lesson 11: Resolving tickets management processes Lesson 2: Service requestsLesson 2: Solution lookup scenario Lesson 5: Process flow Lesson 3: Roles Lesson 3: Solution creation scenario Lesson 2: Service requests Lesson 2: Receive and approve serviceLesson 4: Complex issue scenario Lesson 3: Roles requestLesson 2: Role Lesson 2: Receive and approve service Lesson 3: Fulfill or route service requestLesson 3: Self service tools request Lesson 4: Close service request Lesson 4: Scenarios Lesson 3: Fulfill or route service request Lesson 2: Looking for new ticketsLesson 2: Incident management Lesson 4: Close service request Lesson 3: Creating new service requestsLesson 3: Global issues Lesson 2: Looking for new tickets Lesson 4: Filling out the service requestLesson 4: Event management Lesson 3: Creating new service requests Lesson 5: Time managementLesson 5: Roles Lesson 4: Filling out the service request Lesson 6: Information locations overviewLesson 2: Creating the incident ticket Lesson 5: Time management Lesson 7: Searching for informationLesson 3: Filling out the incident ticket Lesson 6: Information locations overview Lesson 8: Fulfilling the requestLesson 4: Resolving the incident Lesson 7: Searching for information Lesson 9: CommunicationsLesson 2: Diagnosis Lesson 8: Fulfilling the request Lesson 10: Documenting the solutionLesson 3: Resolve the incident Lesson 9: Communications Lesson 11: Resolving tickets Lesson 4: Create a problem ticket Lesson 10: Documenting the solution Lesson 2: Solution lookup scenarioLesson 2: Problem management Lesson 11: Resolving tickets Lesson 3: Solution creation scenarioLesson 3: Roles Lesson 2: Solution lookup scenario Lesson 4: Complex issue scenario Lesson 2: Problem management process Lesson 3: Solution creation scenario Lesson 2: Roleflow Lesson 4: Complex issue scenario Lesson 3: Self service toolsLesson 2: Creating a problem ticket Lesson 2: Role Lesson 4: Scenarios Lesson 2: Diagnosis Lesson 3: Self service tools Lesson 2: Incident managementLesson 3: Perform the work Lesson 4: Scenarios Lesson 3: Global issuesLesson 4: Close the problem Lesson 2: Incident management Lesson 4: Event managementLesson 2: Commitments Lesson 3: Global issues Lesson 5: Roles Lesson 3: Escalations Lesson 4: Event management Lesson 2: Creating the incident ticketLesson 4: Applying service level agreements Lesson 5: Roles Lesson 3: Filling out the incident ticketLesson 2: Workflow process maps Lesson 2: Creating the incident ticket Lesson 4: Resolving the incident Lesson 3: Task assignments Lesson 3: Filling out the incident ticket Lesson 2: DiagnosisLesson 4: Routing workflow Lesson 4: Resolving the incident Lesson 3: Resolve the incidentLesson 5: Workflow actions Lesson 2: Diagnosis Lesson 4: Create a problem ticket Lesson 6: Scenarios Lesson 3: Resolve the incident Lesson 2: Problem managementLesson 2: The Service Catalog process Lesson 4: Create a problem ticket Lesson 3: Roles Lesson 3: Scenario Lesson 2: Problem management Lesson 2: Problem management processLesson 2: Survey forms Lesson 3: Roles flow Lesson 3: Creating a survey Lesson 2: Problem management process Lesson 2: Creating a problem ticket Lesson 4: Sending surveys flow Lesson 2: DiagnosisLesson 2: Running reports Lesson 2: Creating a problem ticket Lesson 3: Perform the workLesson 3: Reports Lesson 2: Diagnosis Lesson 4: Close the problem

Lesson 3: Perform the work Lesson 2: CommitmentsLesson 4: Close the problem Lesson 3: Escalations

line Lesson 2: Commitments Lesson 4: Applying service levelLesson 2: IT Infrastructure Library Lesson 3: Escalations agreements Lesson 2: Service Operation Lesson 4: Applying service level Lesson 2: Workflow process mapsLesson 3: Tivoli's process automation agreements Lesson 3: Task assignmentsengine Lesson 2: Workflow process maps Lesson 4: Routing workflowLesson 4: SmartCloud Control Desk Lesson 3: Task assignments Lesson 5: Workflow actions


Lesson 2: Support levels overview Lesson 4: Routing workflow Lesson 6: Scenarios Lesson 3: Tickets overview Lesson 5: Workflow actions Lesson 2: The Service Catalog processLesson 4: Working with other management Lesson 6: Scenarios Lesson 3: Scenario processes Lesson 2: The Service Catalog process Lesson 2: Survey formsLesson 5: Process flow Lesson 3: Scenario Lesson 3: Creating a surveyLesson 2: Service requests Lesson 2: Survey forms Lesson 4: Sending surveys Lesson 3: Roles Lesson 3: Creating a survey Lesson 2: Running reportsLesson 2: Receive and approve service Lesson 4: Sending surveys Lesson 3: Reportsrequest Lesson 2: Running reportsLesson 3: Fulfill or route service request Lesson 3: ReportsLesson 4: Close service request lineLesson 2: Looking for new tickets Lesson 2: IT Infrastructure Library Lesson 3: Creating new service requests line Lesson 2: Service OperationLesson 4: Filling out the service request Lesson 2: IT Infrastructure Library Lesson 3: Tivoli's process automationLesson 5: Time management Lesson 2: Service Operation engineLesson 6: Information locations overview Lesson 3: Tivoli's process automation Lesson 4: SmartCloud Control Desk Lesson 7: Searching for information engine Lesson 2: Support levels overviewLesson 8: Fulfilling the request Lesson 4: SmartCloud Control Desk Lesson 3: Tickets overviewLesson 9: Communications Lesson 2: Support levels overview Lesson 4: Working with other managementLesson 10: Documenting the solution Lesson 3: Tickets overview processesLesson 11: Resolving tickets Lesson 4: Working with other Lesson 5: Process flow Lesson 2: Solution lookup scenario management processes Lesson 2: Service requestsLesson 3: Solution creation scenario Lesson 5: Process flow Lesson 3: Roles Lesson 4: Complex issue scenario Lesson 2: Service requests Lesson 2: Receive and approve serviceLesson 2: Role Lesson 3: Roles requestLesson 3: Self service tools Lesson 2: Receive and approve service Lesson 3: Fulfill or route service requestLesson 4: Scenarios request Lesson 4: Close service request Lesson 2: Incident management Lesson 3: Fulfill or route service request Lesson 2: Looking for new ticketsLesson 3: Global issues Lesson 4: Close service request Lesson 3: Creating new service requestsLesson 4: Event management Lesson 2: Looking for new tickets Lesson 4: Filling out the service requestLesson 5: Roles Lesson 3: Creating new service requests Lesson 5: Time managementLesson 2: Creating the incident ticket Lesson 4: Filling out the service request Lesson 6: Information locations overviewLesson 3: Filling out the incident ticket Lesson 5: Time management Lesson 7: Searching for informationLesson 4: Resolving the incident Lesson 6: Information locations overview Lesson 8: Fulfilling the requestLesson 2: Diagnosis Lesson 7: Searching for information Lesson 9: CommunicationsLesson 3: Resolve the incident Lesson 8: Fulfilling the request Lesson 10: Documenting the solutionLesson 4: Create a problem ticket Lesson 9: Communications Lesson 11: Resolving tickets Lesson 2: Problem management Lesson 10: Documenting the solution Lesson 2: Solution lookup scenarioLesson 3: Roles Lesson 11: Resolving tickets Lesson 3: Solution creation scenarioLesson 2: Problem management process Lesson 2: Solution lookup scenario Lesson 4: Complex issue scenario flow Lesson 3: Solution creation scenario Lesson 2: RoleLesson 2: Creating a problem ticket Lesson 4: Complex issue scenario Lesson 3: Self service toolsLesson 2: Diagnosis Lesson 2: Role Lesson 4: Scenarios Lesson 3: Perform the work Lesson 3: Self service tools Lesson 2: Incident managementLesson 4: Close the problem Lesson 4: Scenarios Lesson 3: Global issuesLesson 2: Commitments Lesson 2: Incident management Lesson 4: Event managementLesson 3: Escalations Lesson 3: Global issues Lesson 5: Roles Lesson 4: Applying service level agreements Lesson 4: Event management Lesson 2: Creating the incident ticketLesson 2: Workflow process maps Lesson 5: Roles Lesson 3: Filling out the incident ticketLesson 3: Task assignments Lesson 2: Creating the incident ticket Lesson 4: Resolving the incident Lesson 4: Routing workflow Lesson 3: Filling out the incident ticket Lesson 2: DiagnosisLesson 5: Workflow actions Lesson 4: Resolving the incident Lesson 3: Resolve the incidentLesson 6: Scenarios Lesson 2: Diagnosis Lesson 4: Create a problem ticket Lesson 2: The Service Catalog process Lesson 3: Resolve the incident Lesson 2: Problem managementLesson 3: Scenario Lesson 4: Create a problem ticket Lesson 3: Roles Lesson 2: Survey forms Lesson 2: Problem management Lesson 2: Problem management processLesson 3: Creating a survey Lesson 3: Roles flow Lesson 4: Sending surveys Lesson 2: Problem management process Lesson 2: Creating a problem ticket Lesson 2: Running reports flow Lesson 2: DiagnosisLesson 3: Reports Lesson 2: Creating a problem ticket Lesson 3: Perform the work

Lesson 2: Diagnosis Lesson 4: Close the problem Lesson 3: Perform the work Lesson 2: Commitments

line Lesson 4: Close the problem Lesson 3: EscalationsLesson 2: IT Infrastructure Library Lesson 2: Commitments Lesson 4: Applying service levelLesson 2: Service Operation Lesson 3: Escalations agreements Lesson 3: Tivoli's process automation Lesson 4: Applying service level Lesson 2: Workflow process maps


engine agreements Lesson 3: Task assignmentsLesson 4: SmartCloud Control Desk Lesson 2: Workflow process maps Lesson 4: Routing workflowLesson 2: Support levels overview Lesson 3: Task assignments Lesson 5: Workflow actionsLesson 3: Tickets overview Lesson 4: Routing workflow Lesson 6: Scenarios Lesson 4: Working with other management Lesson 5: Workflow actions Lesson 2: The Service Catalog processprocesses Lesson 6: Scenarios Lesson 3: Scenario Lesson 5: Process flow Lesson 2: The Service Catalog process Lesson 2: Survey formsLesson 2: Service requests Lesson 3: Scenario Lesson 3: Creating a surveyLesson 3: Roles Lesson 2: Survey forms Lesson 4: Sending surveys Lesson 2: Receive and approve service Lesson 3: Creating a survey Lesson 2: Running reportsrequest Lesson 4: Sending surveys Lesson 3: ReportsLesson 3: Fulfill or route service request Lesson 2: Running reportsLesson 4: Close service request Lesson 3: Reports Unit 21: Reporting Lesson 2: Looking for new tickets lineLesson 3: Creating new service requests Unit 13: Problem management: Overview Lesson 1: OverviewLesson 4: Filling out the service request lineLesson 5: Time management Lesson 1: ProblemsLesson 6: Information locations overview lineLesson 7: Searching for information Lesson 2: IT Infrastructure Library Lesson 8: Fulfilling the request line Lesson 2: Service OperationLesson 9: Communications Lesson 2: IT Infrastructure Library Lesson 3: Tivoli's process automationLesson 10: Documenting the solution Lesson 2: Service Operation engineLesson 11: Resolving tickets Lesson 3: Tivoli's process automation Lesson 4: SmartCloud Control Desk Lesson 2: Solution lookup scenario engine Lesson 2: Support levels overviewLesson 3: Solution creation scenario Lesson 4: SmartCloud Control Desk Lesson 3: Tickets overviewLesson 4: Complex issue scenario Lesson 2: Support levels overview Lesson 4: Working with other managementLesson 2: Role Lesson 3: Tickets overview processesLesson 3: Self service tools Lesson 4: Working with other Lesson 5: Process flow Lesson 4: Scenarios management processes Lesson 2: Service requestsLesson 2: Incident management Lesson 5: Process flow Lesson 3: Roles Lesson 3: Global issues Lesson 2: Service requests Lesson 2: Receive and approve serviceLesson 4: Event management Lesson 3: Roles requestLesson 5: Roles Lesson 2: Receive and approve service Lesson 3: Fulfill or route service requestLesson 2: Creating the incident ticket request Lesson 4: Close service request Lesson 3: Filling out the incident ticket Lesson 3: Fulfill or route service request Lesson 2: Looking for new ticketsLesson 4: Resolving the incident Lesson 4: Close service request Lesson 3: Creating new service requestsLesson 2: Diagnosis Lesson 2: Looking for new tickets Lesson 4: Filling out the service requestLesson 3: Resolve the incident Lesson 3: Creating new service requests Lesson 5: Time managementLesson 4: Create a problem ticket Lesson 4: Filling out the service request Lesson 6: Information locations overviewLesson 2: Problem management Lesson 5: Time management Lesson 7: Searching for informationLesson 3: Roles Lesson 6: Information locations overview Lesson 8: Fulfilling the requestLesson 2: Problem management process Lesson 7: Searching for information Lesson 9: Communicationsflow Lesson 8: Fulfilling the request Lesson 10: Documenting the solutionLesson 2: Creating a problem ticket Lesson 9: Communications Lesson 11: Resolving tickets Lesson 2: Diagnosis Lesson 10: Documenting the solution Lesson 2: Solution lookup scenarioLesson 3: Perform the work Lesson 11: Resolving tickets Lesson 3: Solution creation scenarioLesson 4: Close the problem Lesson 2: Solution lookup scenario Lesson 4: Complex issue scenario Lesson 2: Commitments Lesson 3: Solution creation scenario Lesson 2: RoleLesson 3: Escalations Lesson 4: Complex issue scenario Lesson 3: Self service toolsLesson 4: Applying service level agreements Lesson 2: Role Lesson 4: Scenarios Lesson 2: Workflow process maps Lesson 3: Self service tools Lesson 2: Incident managementLesson 3: Task assignments Lesson 4: Scenarios Lesson 3: Global issuesLesson 4: Routing workflow Lesson 2: Incident management Lesson 4: Event managementLesson 5: Workflow actions Lesson 3: Global issues Lesson 5: Roles Lesson 6: Scenarios Lesson 4: Event management Lesson 2: Creating the incident ticketLesson 2: The Service Catalog process Lesson 5: Roles Lesson 3: Filling out the incident ticketLesson 3: Scenario Lesson 2: Creating the incident ticket Lesson 4: Resolving the incident Lesson 2: Survey forms Lesson 3: Filling out the incident ticket Lesson 2: DiagnosisLesson 3: Creating a survey Lesson 4: Resolving the incident Lesson 3: Resolve the incidentLesson 4: Sending surveys Lesson 2: Diagnosis Lesson 4: Create a problem ticket Lesson 2: Running reports Lesson 3: Resolve the incident Lesson 2: Problem managementLesson 3: Reports Lesson 4: Create a problem ticket Lesson 3: Roles

Lesson 2: Problem management Lesson 2: Problem management processLesson 3: Roles flow

line Lesson 2: Problem management process Lesson 2: Creating a problem ticket Lesson 2: IT Infrastructure Library flow Lesson 2: Diagnosis


Lesson 2: Service Operation Lesson 2: Creating a problem ticket Lesson 3: Perform the workLesson 3: Tivoli's process automation Lesson 2: Diagnosis Lesson 4: Close the problem engine Lesson 3: Perform the work Lesson 2: CommitmentsLesson 4: SmartCloud Control Desk Lesson 4: Close the problem Lesson 3: EscalationsLesson 2: Support levels overview Lesson 2: Commitments Lesson 4: Applying service levelLesson 3: Tickets overview Lesson 3: Escalations agreements Lesson 4: Working with other management Lesson 4: Applying service level Lesson 2: Workflow process mapsprocesses agreements Lesson 3: Task assignmentsLesson 5: Process flow Lesson 2: Workflow process maps Lesson 4: Routing workflowLesson 2: Service requests Lesson 3: Task assignments Lesson 5: Workflow actionsLesson 3: Roles Lesson 4: Routing workflow Lesson 6: Scenarios Lesson 2: Receive and approve service Lesson 5: Workflow actions Lesson 2: The Service Catalog processrequest Lesson 6: Scenarios Lesson 3: Scenario Lesson 3: Fulfill or route service request Lesson 2: The Service Catalog process Lesson 2: Survey formsLesson 4: Close service request Lesson 3: Scenario Lesson 3: Creating a surveyLesson 2: Looking for new tickets Lesson 2: Survey forms Lesson 4: Sending surveys Lesson 3: Creating new service requests Lesson 3: Creating a survey Lesson 2: Running reportsLesson 4: Filling out the service request Lesson 4: Sending surveys Lesson 3: ReportsLesson 5: Time management Lesson 2: Running reportsLesson 6: Information locations overview Lesson 3: ReportsLesson 7: Searching for information lineLesson 8: Fulfilling the request Lesson 2: IT Infrastructure Library Lesson 9: Communications line Lesson 2: Service OperationLesson 10: Documenting the solution Lesson 2: IT Infrastructure Library Lesson 3: Tivoli's process automationLesson 11: Resolving tickets Lesson 2: Service Operation engineLesson 2: Solution lookup scenario Lesson 3: Tivoli's process automation Lesson 4: SmartCloud Control Desk Lesson 3: Solution creation scenario engine Lesson 2: Support levels overviewLesson 4: Complex issue scenario Lesson 4: SmartCloud Control Desk Lesson 3: Tickets overviewLesson 2: Role Lesson 2: Support levels overview Lesson 4: Working with other managementLesson 3: Self service tools Lesson 3: Tickets overview processesLesson 4: Scenarios Lesson 4: Working with other Lesson 5: Process flow Lesson 2: Incident management management processes Lesson 2: Service requestsLesson 3: Global issues Lesson 5: Process flow Lesson 3: Roles Lesson 4: Event management Lesson 2: Service requests Lesson 2: Receive and approve serviceLesson 5: Roles Lesson 3: Roles requestLesson 2: Creating the incident ticket Lesson 2: Receive and approve service Lesson 3: Fulfill or route service requestLesson 3: Filling out the incident ticket request Lesson 4: Close service request Lesson 4: Resolving the incident Lesson 3: Fulfill or route service request Lesson 2: Looking for new ticketsLesson 2: Diagnosis Lesson 4: Close service request Lesson 3: Creating new service requestsLesson 3: Resolve the incident Lesson 2: Looking for new tickets Lesson 4: Filling out the service requestLesson 4: Create a problem ticket Lesson 3: Creating new service requests Lesson 5: Time managementLesson 2: Problem management Lesson 4: Filling out the service request Lesson 6: Information locations overviewLesson 3: Roles Lesson 5: Time management Lesson 7: Searching for informationLesson 2: Problem management process Lesson 6: Information locations overview Lesson 8: Fulfilling the requestflow Lesson 7: Searching for information Lesson 9: CommunicationsLesson 2: Creating a problem ticket Lesson 8: Fulfilling the request Lesson 10: Documenting the solutionLesson 2: Diagnosis Lesson 9: Communications Lesson 11: Resolving tickets Lesson 3: Perform the work Lesson 10: Documenting the solution Lesson 2: Solution lookup scenarioLesson 4: Close the problem Lesson 11: Resolving tickets Lesson 3: Solution creation scenarioLesson 2: Commitments Lesson 2: Solution lookup scenario Lesson 4: Complex issue scenario Lesson 3: Escalations Lesson 3: Solution creation scenario Lesson 2: RoleLesson 4: Applying service level agreements Lesson 4: Complex issue scenario Lesson 3: Self service toolsLesson 2: Workflow process maps Lesson 2: Role Lesson 4: Scenarios Lesson 3: Task assignments Lesson 3: Self service tools Lesson 2: Incident managementLesson 4: Routing workflow Lesson 4: Scenarios Lesson 3: Global issuesLesson 5: Workflow actions Lesson 2: Incident management Lesson 4: Event managementLesson 6: Scenarios Lesson 3: Global issues Lesson 5: Roles Lesson 2: The Service Catalog process Lesson 4: Event management Lesson 2: Creating the incident ticketLesson 3: Scenario Lesson 5: Roles Lesson 3: Filling out the incident ticketLesson 2: Survey forms Lesson 2: Creating the incident ticket Lesson 4: Resolving the incident Lesson 3: Creating a survey Lesson 3: Filling out the incident ticket Lesson 2: DiagnosisLesson 4: Sending surveys Lesson 4: Resolving the incident Lesson 3: Resolve the incidentLesson 2: Running reports Lesson 2: Diagnosis Lesson 4: Create a problem ticket Lesson 3: Reports Lesson 3: Resolve the incident Lesson 2: Problem management

Lesson 4: Create a problem ticket Lesson 3: Roles Lesson 2: Problem management Lesson 2: Problem management process


line Lesson 3: Roles flow Lesson 2: IT Infrastructure Library Lesson 2: Problem management process Lesson 2: Creating a problem ticket Lesson 2: Service Operation flow Lesson 2: DiagnosisLesson 3: Tivoli's process automation Lesson 2: Creating a problem ticket Lesson 3: Perform the workengine Lesson 2: Diagnosis Lesson 4: Close the problem Lesson 4: SmartCloud Control Desk Lesson 3: Perform the work Lesson 2: CommitmentsLesson 2: Support levels overview Lesson 4: Close the problem Lesson 3: EscalationsLesson 3: Tickets overview Lesson 2: Commitments Lesson 4: Applying service levelLesson 4: Working with other management Lesson 3: Escalations agreements processes Lesson 4: Applying service level Lesson 2: Workflow process mapsLesson 5: Process flow agreements Lesson 3: Task assignmentsLesson 2: Service requests Lesson 2: Workflow process maps Lesson 4: Routing workflowLesson 3: Roles Lesson 3: Task assignments Lesson 5: Workflow actionsLesson 2: Receive and approve service Lesson 4: Routing workflow Lesson 6: Scenarios request Lesson 5: Workflow actions Lesson 2: The Service Catalog processLesson 3: Fulfill or route service request Lesson 6: Scenarios Lesson 3: Scenario Lesson 4: Close service request Lesson 2: The Service Catalog process Lesson 2: Survey formsLesson 2: Looking for new tickets Lesson 3: Scenario Lesson 3: Creating a surveyLesson 3: Creating new service requests Lesson 2: Survey forms Lesson 4: Sending surveys Lesson 4: Filling out the service request Lesson 3: Creating a survey Lesson 2: Running reportsLesson 5: Time management Lesson 4: Sending surveys Lesson 3: ReportsLesson 6: Information locations overview Lesson 2: Running reportsLesson 7: Searching for information Lesson 3: ReportsLesson 8: Fulfilling the requestLesson 9: Communications Unit 14: Problem management: Process Lesson 10: Documenting the solution lineLesson 11: Resolving tickets Lesson 1: Problem management processLesson 2: Solution lookup scenario overviewLesson 3: Solution creation scenarioLesson 4: Complex issue scenario Lesson 2: Role lineLesson 3: Self service tools Lesson 2: IT Infrastructure Library Lesson 4: Scenarios Lesson 2: Service OperationLesson 2: Incident management Lesson 3: Tivoli's process automationLesson 3: Global issues engineLesson 4: Event management Lesson 4: SmartCloud Control Desk Lesson 5: Roles Lesson 2: Support levels overviewLesson 2: Creating the incident ticket Lesson 3: Tickets overviewLesson 3: Filling out the incident ticket Lesson 4: Working with otherLesson 4: Resolving the incident management processesLesson 2: Diagnosis Lesson 5: Process flow Lesson 3: Resolve the incident Lesson 2: Service requestsLesson 4: Create a problem ticket Lesson 3: Roles Lesson 2: Problem management Lesson 2: Receive and approve serviceLesson 3: Roles requestLesson 2: Problem management process Lesson 3: Fulfill or route service requestflow Lesson 4: Close service request Lesson 2: Creating a problem ticket Lesson 2: Looking for new ticketsLesson 2: Diagnosis Lesson 3: Creating new service requestsLesson 3: Perform the work Lesson 4: Filling out the service requestLesson 4: Close the problem Lesson 5: Time managementLesson 2: Commitments Lesson 6: Information locations overviewLesson 3: Escalations Lesson 7: Searching for informationLesson 4: Applying service level agreements Lesson 8: Fulfilling the requestLesson 2: Workflow process maps Lesson 9: CommunicationsLesson 3: Task assignments Lesson 10: Documenting the solutionLesson 4: Routing workflow Lesson 11: Resolving tickets Lesson 5: Workflow actions Lesson 2: Solution lookup scenarioLesson 6: Scenarios Lesson 3: Solution creation scenarioLesson 2: The Service Catalog process Lesson 4: Complex issue scenario Lesson 3: Scenario Lesson 2: RoleLesson 2: Survey forms Lesson 3: Self service toolsLesson 3: Creating a survey Lesson 4: Scenarios Lesson 4: Sending surveys Lesson 2: Incident managementLesson 2: Running reports Lesson 3: Global issuesLesson 3: Reports Lesson 4: Event management


Lesson 5: Roles Lesson 2: Creating the incident ticket

line Lesson 3: Filling out the incident ticketLesson 2: IT Infrastructure Library Lesson 4: Resolving the incident Lesson 2: Service Operation Lesson 2: DiagnosisLesson 3: Tivoli's process automation Lesson 3: Resolve the incidentengine Lesson 4: Create a problem ticket Lesson 4: SmartCloud Control Desk Lesson 2: Problem managementLesson 2: Support levels overview Lesson 3: Roles Lesson 3: Tickets overview Lesson 2: Problem management processLesson 4: Working with other management flow processes Lesson 2: Creating a problem ticket Lesson 5: Process flow Lesson 2: DiagnosisLesson 2: Service requests Lesson 3: Perform the workLesson 3: Roles Lesson 4: Close the problem Lesson 2: Receive and approve service Lesson 2: Commitmentsrequest Lesson 3: EscalationsLesson 3: Fulfill or route service request Lesson 4: Applying service levelLesson 4: Close service request agreements Lesson 2: Looking for new tickets Lesson 2: Workflow process mapsLesson 3: Creating new service requests Lesson 3: Task assignmentsLesson 4: Filling out the service request Lesson 4: Routing workflowLesson 5: Time management Lesson 5: Workflow actionsLesson 6: Information locations overview Lesson 6: Scenarios Lesson 7: Searching for information Lesson 2: The Service Catalog processLesson 8: Fulfilling the request Lesson 3: Scenario Lesson 9: Communications Lesson 2: Survey formsLesson 10: Documenting the solution Lesson 3: Creating a surveyLesson 11: Resolving tickets Lesson 4: Sending surveys Lesson 2: Solution lookup scenario Lesson 2: Running reportsLesson 3: Solution creation scenario Lesson 3: ReportsLesson 4: Complex issue scenario Lesson 2: RoleLesson 3: Self service toolsLesson 4: Scenarios Lesson 2: Incident managementLesson 3: Global issuesLesson 4: Event managementLesson 5: Roles Lesson 2: Creating the incident ticketLesson 3: Filling out the incident ticketLesson 4: Resolving the incident Lesson 2: DiagnosisLesson 3: Resolve the incidentLesson 4: Create a problem ticket Lesson 2: Problem managementLesson 3: Roles Lesson 2: Problem management processflow Lesson 2: Creating a problem ticket Lesson 2: DiagnosisLesson 3: Perform the workLesson 4: Close the problem Lesson 2: CommitmentsLesson 3: EscalationsLesson 4: Applying service level agreementsLesson 2: Workflow process mapsLesson 3: Task assignmentsLesson 4: Routing workflowLesson 5: Workflow actionsLesson 6: Scenarios Lesson 2: The Service Catalog processLesson 3: Scenario Lesson 2: Survey formsLesson 3: Creating a surveyLesson 4: Sending surveys


Lesson 2: Running reportsLesson 3: Reports

lineLesson 2: IT Infrastructure Library Lesson 2: Service OperationLesson 3: Tivoli's process automationengineLesson 4: SmartCloud Control Desk Lesson 2: Support levels overviewLesson 3: Tickets overviewLesson 4: Working with other managementprocessesLesson 5: Process flow Lesson 2: Service requestsLesson 3: Roles Lesson 2: Receive and approve servicerequestLesson 3: Fulfill or route service requestLesson 4: Close service request Lesson 2: Looking for new ticketsLesson 3: Creating new service requestsLesson 4: Filling out the service requestLesson 5: Time managementLesson 6: Information locations overviewLesson 7: Searching for informationLesson 8: Fulfilling the requestLesson 9: CommunicationsLesson 10: Documenting the solutionLesson 11: Resolving tickets Lesson 2: Solution lookup scenarioLesson 3: Solution creation scenarioLesson 4: Complex issue scenario Lesson 2: RoleLesson 3: Self service toolsLesson 4: Scenarios Lesson 2: Incident managementLesson 3: Global issuesLesson 4: Event managementLesson 5: Roles Lesson 2: Creating the incident ticketLesson 3: Filling out the incident ticketLesson 4: Resolving the incident Lesson 2: DiagnosisLesson 3: Resolve the incidentLesson 4: Create a problem ticket Lesson 2: Problem managementLesson 3: Roles Lesson 2: Problem management processflow Lesson 2: Creating a problem ticket Lesson 2: DiagnosisLesson 3: Perform the workLesson 4: Close the problem Lesson 2: CommitmentsLesson 3: EscalationsLesson 4: Applying service level agreementsLesson 2: Workflow process mapsLesson 3: Task assignmentsLesson 4: Routing workflowLesson 5: Workflow actionsLesson 6: Scenarios Lesson 2: The Service Catalog processLesson 3: Scenario Lesson 2: Survey forms


Lesson 3: Creating a surveyLesson 4: Sending surveys Lesson 2: Running reportsLesson 3: Reports

Further Information:

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