SMAX Planning and Building (SMPB) – Outline

Detailed Course Outline

Chapter 1: Course Overview
  • Explain the daily classroom schedule and structure.
  • Review the overall course objectives.
Chapter 2: Service Catalog Management
  • Describe Service Catalog Management features.
  • Describe the Service Catalog structure/hierarchy.
  • Discuss the Service Catalog usage.
  • Build the Service Catalog.
    • Design a category.
    • Add service definition to the category.
    • Offer user interface elements.
  • Define support offering, service offering, and HR support offering.
  • Explain general offering details:
    • Agreements
    • Submission via email
    • Audience
    • Public audience
  • Define and set up user options.
  • Explain the Task plan.
  • Explain the Approval plan.
  • Publish and use a Fulfillment plan.
  • Explain offering bundles.
  • Explain offering business rules.
  • Localize the Service Catalog data.
  • Explain catalog pricing.
Chapter 3: Service Level Management
  • Provide an overview of Service Level Management.
  • Explain the Service Level Management Information Technology Infrastructure Library (ITIL) process.
  • Discuss the Service Level Management key requirements.
  • Explain the Service Level Management process.
  • Discuss the SMAX Service Level Management goals.
  • Explain Operational Level Agreements (OLA) and Underpinning Contracts (UC).
  • Describe the Service Level Management components.
  • Explain the different Service Level Management elements.
  • Define the Service Level Management roles.
  • Describe the standard Service Level Management procedures.
  • Create and configure a Service Level Target (SLT) set.
  • Manage the Service Level Target definitions.
  • Develop and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
  • Create and manage Support Agreements, Service Agreements, Human Resource Agreements, and Operational Level Agreements.
  • Manage Service Level Target event business rules.
  • Describe the Automatic SLT notification settings.
  • Explain the Service Level Target duration calculation.
  • Track and monitor the Service Level Target status and history.
  • Review SLM performance using reports.
Chapter 4: Service Asset and Configuration Management – Native SACM
  • Explain the SACM model hierarchy.
  • Explain the SACM model relationships.
  • Describe the Native SACM solution value.
  • Explain the Native SACM architecture.
  • Describe the SACM solution alternatives.
  • Review the features of Native SACM.
    • Explain federated attributes.
    • Discuss Audit history for federated attributes.
    • Filter, sort, and group based on federated data.
    • Report based on federated attributes.
    • Explain CI detection and global search based on federated attributes.
    • Explain the CI topology widget.
    • Describe impact analysis.
    • Configurability of federated attributes and CI relationships.
  • Explain the Native SACM implications.
  • Describe the Subtype > CI type mapping.
  • Explain the CI deletion and aging.
  • Explain the CI lifecycle in Native SACM.
  • Describe CI migration.
  • Explain Service Modeling in Native SACM.
  • Describe the Native SACM deployment architecture.
  • Explain the multi-tenant and data domain rules correlation between Service Management and Universal Configuration Management Database (UCMDB).
  • Explain in detail the Configuration Management System (CMS) gateway component.
  • Describe the deployment tasks to establish integration between Service Management and UCMDB.
    • Enable CMS gateway on the UCMDB Server.
    • Install CMS gateway.
    • Enable Native SACM in Service Management.
    • Configure SACM in Service Management.
  • Explain data migration and its limitations.
  • Describe the various ways in which UCMDB data import can be done for Native SACM.
  • Explain the few common issues and how to troubleshoot them.
Chapter 5: Knowledge Management – Article
  • Explain the Knowledge Management roles.
  • Explain Knowledge Management architecture.
  • Explain knowledge articles.
  • Describe proactive suggested solutions and module integration.
  • Explore the global search of articles.
  • Create an article model.
  • Explain article management – Workflow phases, the audience for article content visibility, the audience to restrict articles, article localization, and indexing.
  • Create a new article.
  • Review, modify, and preview a knowledge article.
  • Publish and consume a knowledge article.
  • Archive a knowledge article.
  • Import knowledge articles.
Chapter 6: Knowledge Management – IT News, Hot Topic Analytics, and Q&A
  • Explain different knowledge components – IT news, Q&A, and hot topic analytics.
  • Define and publish IT news (Hot news).
  • Explain ask and help friends.
  • Manage and moderate questions and answers from users.
  • Explore the hot topic area and refine the results of the hot topic map.
  • Analyze hot topic algorithm and manage stop list.
  • Analyze the service portal knowledge searches.
  • Create a catalog offering from a hot topic user question.
  • Create a knowledge article from a hot topic support request.
Chapter 7: Survey and On-Call Schedule Management
  • Describe survey functionality.
  • Design a new survey.
  • Analyze the different question/answer types.
  • Prepare a survey for execution.
  • Explain survey reports.
  • Describe different ways to conduct a survey – sending a survey manually or sending a survey automatically using a business rule.
  • Explain how big data analytics allows you to analyze survey results.
  • Describe and configure on-call schedules.
  • Set up agent schedules and vacations for a functional group with group members.
  • Explain on-call rotation.
  • Manage on-call assignments and strategies.
  • Set up an assignment strategy for a functional group.
Chapter 8: Idea and Proposal Management
  • Access the idea and proposal management area.
  • Explain hot ideas in the self-service portal and agent interface.
  • Create a new idea.
  • Describe business objectives and resource types.
  • Explain proposal management.
  • Create a new proposal.
  • Explore the budget, financial planning, and resources for the proposal.
  • Use proposal analytics to analyze proposal data.
Chapter 9: Project and Program Management
  • Access project and program management area.
  • Explore the overall status of the projects, programs, and portfolios.
  • Navigate and describe the executive summary dashboard.
  • Explain project management.
  • Create, plan, and execute a project.
  • Describe the resource demand, timeline, financial planning, risks, and issues required to run a project.
  • Explain program management.
  • Initiate, plan, and execute a program.
  • Describe the resource demand, timeline, financial planning, risks, and issues required to run a program.
  • Explain project portfolio management.
  • Create and edit a project portfolio.
  • Describe the project optimization scenarios.
  • Explore the Gantt chart for optimization, cost and resource charts, and key statistical data.
  • Set constraints and optimize the results to save the scenario.
Chapter 10: Application Portfolio Management
  • Access the application portfolio management area.
  • Explain application portfolio management features.
  • Create and edit an application record.
  • Describe the application attributes – contents, roadmaps, and data analysis.
  • Create and edit portfolio records.
  • Describe the portfolio attributes – contents, roadmaps, and data analysis.
  • Create an optimization record.
  • Explain the optimization attributes – surveys, data collection, optimization type, optimization process, and optimization report.
  • Review the optimization record details using the survey results received from the application owners.
  • Explain the relationship of proposals with optimization records.