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SMAX210 – SMAX 2021.x Essentials for Support Engineers

Course code: SMAX210

This course covers how a support engineer uses the 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.

2 895 EUR

3 503 EUR including VAT

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Course dates

Starting date: Upon request

Type: In-person/Virtual

Course duration: 4 days

Language: en/cz

Price without VAT: 2 895 EUR

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Starting
date		 Place
Type Course
duration		 Language Price without VAT
Upon request In-person/Virtual 4 days en/cz 2 895 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 an incident template and model
  • Open an incident, classify, and monitor targets
  • Apply a template to an incident and resolve using knowledge
  • Apply a model to an incident, discuss with another agent, and complete tasks
  • Escalate an incident
  • Create a problem from an Incident
  • Create and classify a problem
  • Create a problem template
  • Investigate, resolve, review, and close a problem
  • Create a problem record from the hot topic incidents trend
  • Create a change template and model
  • Open and evaluate a change
  • Plan a Change
  • Approve a Change
  • Complete a Change task
  • Deploy a Change
  • Validate and close a Change
  • Schedule a change using the Change calendar
  • Reschedule a change and view the impact
  • Use change analytics dashboard to improve performance
  • Create a Release Model
  • Create a Release
  • Create a Maintenance Window
  • Schedule and Manage a Change within a Release
  • Create a report and manage the dashboard.

Target group

This course is intended for Support Engineers, application owners, and system engineers.

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 and Incident Management

  • Explain the SMAX architecture overview
  • Explore the Agent IT Interface
  • Access the Incident Management module
  • Explain the Incident template and models
  • Create an incident record, classify, and monitor targets
  • Apply template, resolve, and close an incident
  • Apply the incident model to an incident, discuss with another support engineer, and work on task fulfillment.
  • Escalate an incident
  • Open a related record (problem) for an incident.

Lesson 3: Problem Management

  • Access the Problem Management module
  • Create and classify a problem
  • Explain the problem templates
  • Investigate and resolve a problem
  • Analyze the incident trend using hot topic analytics.

Lesson 4: Change Management

  • Access the Change Management module
  • Explain the change templates and models
  • Understand the different types of changes
  • Open and evaluate a change
  • Explain the change plan
  • Approve a change
  • Work on task fulfillment
  • Explain change deployment
  • Validate a change

Lesson 5: Change Calendar

  • Explain the change calendar and how to use it
  • Visualize the impact a change has on involved configuration items.
  • Improve performance of a change using change analytics.

Lesson 6: Release Management

  • Access the Release Management module
  • Explain the release model
  • Understand the release process
  • Create a time period for a maintenance window.
  • Schedule and re-schedule changes using the change calendar

Lesson 7: 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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