SMAX200 – SMAX 2021.x Essentials for Service Desk Agents

Course code: SMAX200

This course covers how a Service Desk agent uses the Micro Focus Service Management Automation X (SMAX) Agent interface to support the IT needs of a business. SMAX is a new suite designed to simplify the way businesses manage their IT services and assets. It uses the Information Technology Infrastructure Library (ITIL)-compliant IT processes with embedded machine learning and contextual analytics.
This course is applicable for SMAX 2021.02, 2021.05, and 2021.11 versions. The slides and student
guides are of the 2019.05 version but are still compatible with the 2021 lab, and the lab guide is for the 2021.11 version of SMAX.

1 448 EUR

1 752 EUR including VAT

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Course dates
Course description
Target group
Course structure
Prerequisites

Course dates

Starting date: Upon request

Type: In-person/Virtual

Course duration: 1 day

Language: en/cz

Price without VAT: 1 448 EUR

	Starting date	Place	Type	Course duration	Language	Price without VAT
	Upon request		In-person/Virtual	1 day	en/cz	1 448 EUR	Register
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Course description

Upon successful completion of this course, you should be able to:

Describe the basic architecture of SMAX
Create and classify a service request
Approve a request
Complete tasks, mark a request as fulfilled, and monitor targets
Filter lists, manage views, and access a support request for classification
Answer a chat request and start a discussion to solve an issue
Escalate a request to an incident
Solve a request
Create a knowledge article from a request
Create reports
Manage dashboards

Target group

This course is intended for IT Service Desk staff.

Course structure

Lesson 1: Course Overview

Introduce the course overview, agenda, and logistics
List the available SMAX courses
Launch the Digital Learning course

Lesson 2: SMAX Architecture Overview

Explain the SMAX architecture overview
Explore the Agent IT Interface
Access the Service Request Management module
Explain the Live Support feature
Approve a service request
Work with task plans and fulfillment
Monitor targets and agreements
Filter the record list, manage views, and access a support request
Respond to a chat request and solve the request
Escalate a request to an incident

Lesson 3: Requests and Knowledge, Articles

Use knowledge management
Contribute to a knowledge article

Lesson 4: Reports and Dashboards

Navigate the Reports User interface
Personalize the dashboard
Create a report and display it on a dashboard

Prerequisites

To be successful in this course, you should have the following prerequisites or knowledge:

Familiarity with different roles in an IT service management environment
Familiarity with different flavors of the user interfaces provided by SMAX
Familiarity with different versions of the SMAX available

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