SMAX200B- SMAX Essentials for Service Desk Agents Bundled with Digital Learning

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Intermediate Digital Learning

Micro Focus | Micro Focus Community

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.

Description

Course Description

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)

Audience/Job Roles

This course is intended for IT Service Desk staff. Course Objectives 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

Modules

Lesson 1: Course Overview

  • Introduce the course overview, agenda, and logistics 
  • List the available SMAX courses 
  • Launch the Digital Learning course

Lesson 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

Lesson 3: Requests and Knowledge Articles

  • Use knowledge management 
  • Contribute to a knowledge article

Lesson 4: Reports and Dashboards 

  • Navigate the Reports User interface 
  • Personalize the dashboard 
  • Create a report and display it on a dashboard

Details

Course
SMAX220SP-201805 1.0
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Course outline

Course Outline

SMAX200B – SMAX Essentials for Service Desk Agents ILT (Bundled with Digital Learning)

Audience summary:

IT Service Desk staff

Delivery Type:

Instructor Led (ILT) and Virtual Instructor Led (VILT)

Duration of the course:

2 Days

Languages
English

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