Service Desk Management Using IBM Maximo 6 for IT

Course Overview

Service Desk Management Using Maximo 6 (for IT) introduces attendees to key IT Service Management functionality provided in the Maximo Enterprise Suite (MXES).

We will briefly cover some basic IT Service Management (ITSM) concepts and how Maximo supports the ITSM processes. We will also discuss how Maximo supports these processes within the IT Infrastructure Library (ITIL) framework.

You will set up some simple data to learn how Maximo supports some of the ITSM processes, and you will thoroughly cover each of the various Maximo applications and how they support the ITSM processes.

In the latter part of this course, you will look at some of the management concepts associated with ITSM.

Audience

This course is intended for anyone involved in any IT Service Management roles.

Skills Gained

The goal of the Service Desk Management Using Maximo 6 (for IT) course is to teach students how to use Maximo for IT Service Management (Service Support) from within the IT Infrastructure Library (ITIL) framework.

Prerequisites

Working knowledge of the Microsoft Windows operating system

Recommended courses: - Navigation & Querying in IBM Maximo 6 or demonstrable working experience with MAXIMO 5.x or greater.

Course Outline

This course contains the following topics:

• IT Service Management Process with Maximo
• Supporting Data Overview
• The Service Desk
• Incident Management
• Problem Management
• Change and Release Management
• Service Management

Service Desk Management Using IBM Maximo 6 for IT / TR41GB (TR41GBGB)