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.
Prerequisites
- 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