Description

Service or Process Owners

This learning series covers how a Service or Process Owner will use the Service Management Automation X (SMAX) agent interface to sponsor, design, document, publicize and continuously improve different processes by ensuring compliance with enterprise policies. 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.

Learning Series Topics

Lesson 1 : Categorizing and managing services and offerings

Lesson 2: Defining and tracking review and resolution metrics

Lesson 3: Organizing and handling knowledge articles

Lesson 4: Organizing and handling other knowledge resources

Lesson 5: Collecting user feedback and managing agent availability

Lesson 6: Driving innovation with social collaboration for continuous improvement of IT services

Lesson 7: Tracking and managing IT projects, programs, and portfolios

Lesson 8: Assessing and prioritizing applications to be modernized



Suggested courses

Suggested courses are based on product compatibility, popularity, and newness.

Details

Course
SMAX300SP - All Lesson Bundle 1.8
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Course outline

Learning Series Scenario You are a service or process owner who wants to design new catalog offerings for a newly set up online bookstore, align service and support level agreements and targets, setup knowledge articles, news, models, Q&A, on-call schedules and surveys. Along with this, you are also interested in planning ideas to communicate and derive proposals to decide which one can become a project or program and manage the application portfolio. From creating, categorizing, prioritizing, managing, collecting, through to tracking these comprehensive helpdesk solution processes that manages support and service requests, incidents, change requests, and problems. You will learn how SMAX helps in this and future situations. You have not used SMAX before.

Languages
English
SMAX300P - Lesson 1
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Course outline

Lesson 1 : Categorizing and managing services and offerings

Concepts: Learning service catalog management activities when introducing and building out new offerings: Access the service catalog interface, validate the category and service definition information and build a new service and support offering along with the required rules and task plans. Demo: Demonstrate the management of service and support offerings from creation to additional configurations.

Languages
English
SMAX300SP - Lesson 2
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Course outline

Lesson 2: Defining and tracking review and resolution metrics

Concepts: Access service level management, create service level agreements, targets and support agreements and review the target metrics. Demo: Demonstrate the management of service and support agreements along with targets.

Languages
English
SMAX300SP - Lesson 3
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Course outline

Lesson 3: Organizing and handling knowledge articles

Concepts: Access knowledge management, search for knowledge, create an article model, create, review, modify, preview, publish and archive knowledge articles. Demo: Demonstrate how to create and publish knowledge article

Languages
English
SMAX300SP - Lesson 4
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Course outline

Lesson 4: Organizing and handling other knowledge resources

Concepts: Publish news, moderate questions and answers, analyze hot topic trends and create offerings/articles. Demo: Demonstrate how to add different knowledge resources into the system

Languages
English
SMAX300SP - Lesson 5
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Course outline

Lesson 5: Collecting user feedback and managing agent availability

Concepts : Create a survey, export survey responses, analyze the answers to text questions in surveys via hot topic analytics, access on-call schedule management, View the agent schedule, configure and update the oncall schedule and on-call rotation and manage on-call assignment strategies and notifications. Demo: Demonstrate how to set up a survey from creation to conducting a survey and

Languages
English
SMAX300SP - Lesson 6
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Course outline

Lesson 6: Driving innovation with social collaboration for continuous improvement of IT services

Concepts: Access the idea and proposal management module, create a new idea, create a change or proposal from an idea, create a new proposal, create a new resource type, create a new business objective and use proposal analytics to analyze proposal data. Demo: Demonstrate how to create ideas, proposals, resource types and business objectives along with how to review proposal analytics.

Languages
English
SMAX300SP -Lesson 7
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Course outline

Lesson 7: Tracking and managing IT projects, programs, and portfolios

Concepts: Access the project and program management module, navigate the executive summary dashboard, create and edit projects, programs and project portfolios. Demo: Demonstrate how to plan and manage different aspects of an IT project from creating to editing projects, programs, and portfolios

Languages
English
SMAX300SP - Lesson 8
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Course outline

Lesson 8: Assessing and prioritizing applications to be modernized

Concepts: Access application portfolio management, create and edit portfolio records, create and edit an application record, add a roadmap record, create and edit an optimization record, define an optimization type, send a survey and create a proposal from an optimization record. Demo: Demonstrate how to modernize an application starting from building application portfolios, collecting and optimizing application information to creating proposals.

Languages
English

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release-rel-2022-1-1-4548 | Wed Jan 19 06:11:08 PST 2022