Executive Workshops

Service Management using Tivoli Service Request Manager 7.1 Platform

FAST-TRACK ONE DAY EXECUTIVE WORKSHOP

Date: April 16, 2010                 Date: April 23, 2010                Date: April 30, 2010

Time: 9:00 AM – 4:30 PM         Time: 9:00 AM – 4:30 PM         Time: 9:00 AM – 4:30 PM

Location: Toronto, Ontario     Location: Mumbai, India       Location: Gurgaon, India

INTRODUCTION

Customers who choose Tivoli® Service Request Manager 7.1 (TSRM) will realize substantial business value and return on their investment. This Fast Track Executive Workshop is designed to demonstrate the capabilities of Tivoli Service Request Manager. Participants will receive a hands-on experience with Tivoli Service Request Manager. This workshop highlights how Tivoli Service Request Manager can assist you to implement an Integrated Service Management and ITIL v3.

OBJECTIVE

The objective of this session is to validate the technical capabilities of Tivoli Service Request Manager in a hands-on environment. By the end of this session, attendees should be able to:

● Define Service Management, Service Support, Service Delivery, and Service Desk.

● List the processes that are a part of Service Support and Service Delivery.

● Give an overview of the Service Desk processes.

● Describe the features of IBM Tivoli Service Request Manager

● Identify the applications of IBM Tivoli Service Request Manager

● Create a Bulletin Board message for users and a specific target audience

● Define and list three types of tickets

● Describe the ticket lifecycle

● List attributes shared by all tickets

● List the actions than can be performed on all tickets

AUDIENCE

This session is specifically targeted for administrators and architects evaluating Tivoli Service Request Manager. No prerequisite knowledge of Tivoli Service Request Manager is required. However, it is recommended that participants have an understanding of their business needs and current IT technologies.

COST

This session is offered at the rate of $ 750 per participant. Complimentary refreshments including continental breakfast and lunch will be provided. However, participants are responsible for their own business travel expenses.

SCHEDULE

 For your convenience, registration and continental breakfast will begin at 8:30 AM. The session will start at 9:00 AM and end at approximately 4:30 PM.

CONTACT FOR INFORMATION

To enroll in this workshop, please contact at training@zenfocus.com or please call  +91-9971-078887 in India or +1-905-608-0900 in Toronto for more details on training.

Flyer on Service Management Workshop