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3-7416 – SMAX Tenant Administration

Course code: OT37416

This three-day course equips participants with the skills to effectively configure, customize, and administer OpenText Service Management. It covers tailoring the Service Portal’s visual design, behavior, and user experience using themes and custom widgets, along with managing feature and configuration settings to enable interactive elements such as customized tabs and editable requests. Participants will also learn to manage application-wide settings related to behavior, security, licensing, mobile access, notifications, user access, and data retention.

2 625 EUR

3 176 EUR including VAT

The earliest date from 24.06.2026

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Course dates

Starting date: 24.06.2026

Type: Virtual

Course duration: 3 days

Language: en

Price without VAT: 2 625 EUR

Register

Starting date: 19.10.2026

Type: Virtual

Course duration: 3 days

Language: en

Price without VAT: 2 625 EUR

Register

Starting date: Upon request

Type: In-person/Virtual

Course duration: 3 days

Language: en/cz

Price without VAT: 2 625 EUR

Register

Starting
date		 Place
Type Course
duration		 Language Price without VAT
24.06.2026 Virtual 3 days en 2 625 EUR Register
19.10.2026 Virtual 3 days en 2 625 EUR Register
Upon request In-person/Virtual 3 days en/cz 2 625 EUR Register
G Guaranteed course

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Course description

The course explores deploying intelligent features like Expert Recommendations and Global Search, designing and configuring the Smart Virtual Agent using AI and NLP, and utilizing Smart Analytics for automated ticket creation, Smart Search, and intelligent suggestions. Additional topics include creating Routing Definitions for automated group assignments, administering users, groups, roles, locations, and categories, configuring dashboards for actionable insights, implementing layered data security for access control and encryption, managing shared services with the Multi-Tenant Console, applying the Dev2Prod process for tenant synchronization.

Highlights

  • Service Portal Display Administration and configuration
  • Application Global Settings
  • Intelligent Automation: Smart Virtual Agent
  • Intelligent Automation: Smart Analytics and Routing Definitions
  • Master Data Management
  • Data Security Management
  • Administration Utilities

Course structure

  • Design the look and feel of the Service Portal
  • Describe and customize the service portal configuration settings
  • Describe and customize the global application settings
  • Configure and interact with the smart virtual agent intelligent automation solution
  • Customize the Smart Ticket setting, Smart Search behaviors, and intelligent suggestions
  • Create an automatic routing solution for routing records to the correct groups based on the information contained in the record.
  • Manage People (Users and Contacts), organize them into Groups, and assign Roles
  • Configure and manage dashboards
  • Define Locations and Category hierarchies to support request routing, access control, and service classification.
  • Use Entitlement Rules, Encryption Domains, Strong Identity Validation, and Data Domain Segmentation to ensure secure visibility, access restrictions, and identity-based access and segmentation across users, groups, and roles
  • Describe Multi-Tenant (MT) Console for shared service providers
  • Use Dev2Prod process to transfer configurations and content between two tenants
  • Describe the data collections available for demonstration or business use

Prerequisites

  • Basic knowledge of the Information Technology Service Management (ITSM) processes
  • Knowledge of the SMAX platform, which includes understanding its architecture, modules, and functionalities related to integration.
  • Prior experience navigating the Service Portal and basic knowledge of Service Management administration is also recommended
  • The Business User Certification Exam completion (once available in H1 2026)
  • Until the new Business User learning path is published, students may obtain equivalent foundational knowledge via the SMAX Essentials for Service Desk Agents and SMAX Essentials for Support Engineers courses, which remain valid preparation but are not part of the new learning path.

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