Training Micro Focus

Training goals

code: SMAX210-201905 | version: 2019.x

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 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:

  • SMAX210 – SMAX Essentials for Support Engineers
  • SMAX210SP – Service Management Automation X: Support Engineer (Digital Learning)

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 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.

Audience/Job Roles

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

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 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 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.
  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.
  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
  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.
  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 change calendar
  7. Reports and Dashboards
    • Navigate the Reports User interface
    • Personalize the dashboard
    • Create a report and display it on a dashboard
Download conspect training as PDF

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 4 days
Certificate

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

Authorized Micro Focus Trainer.

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