Training Micro Focus

Training goals

code: SMAX200-201905 | version: 2019.x

This course covers how a Service Desk agent 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 2018.02, 2018.05, 2018.08, 2018.11, and 2019.02 versions. However, the hands-on lab exercises in this course use SMAX 2018.05. This bundle course involves below ILT and DL courses:

  • SMAX200B – SMAX Essentials for Service Desk Agents
  • SMAX200SP – Service Management Automation X: Service Desk (Digital Learning)

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

Audience/Job Roles

This course is intended for IT Service Desk staff

Conspect Show list

  1. Course Overview
    • Introduce the course overview, agenda, and logistics
    • List the available SMAX courses
    • Launch the Digital Learning course
  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 fulfilment
    • 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
  3. Requests and Knowledge Articles
    • Use knowledge management
    • Contribute to a knowledge article
  4. Reports and Dashboards
    • Navigate the Reports User interface
    • Personalize the dashboard
    • Create a report and display it on a dashboard
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Additional information

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
Difficulty level
Duration 2 days
Certificate

The participants will obtain certificates signed by Micro Focus (course completion).
Trainer

Authorized Micro Focus Trainer.

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