SMAX Essentials for Service Desk Agents (SMAX200)


Course Overview

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.

Who should attend

  • This course is intended for IT Service Desk staff.


  • 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

Course Objectives

  • 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

Course Content

Module 1: Course Overview
  • Introduce the course overview, agenda, and logistics
  • List the available SMAX courses
  • Launch the Digital Learning course
Module 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

Module 3: Requests and Knowledge Articles
  • Use knowledge management
  • Contribute to a knowledge article
Module 4: Reports and Dashboards
  • Navigate the Reports User interface
  • Personalize the dashboard
  • Create a report and display it on a dashboard

Preise & Trainingsmethoden

Online Training

2 Tage

Preis (exkl. MwSt.)
  • 876,– €
Classroom Training

2 Tage

Preis (exkl. MwSt.)
  • Deutschland: 876,– €
  • Schweiz: 876,– €

Derzeit gibt es keine Trainingstermine für diesen Kurs.