Course Overview
This course 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.
You are a service or process owner who wants to design catalog offerings for an online bookstore with defined targets, create knowledge materials for easy usage of this offering and handle any issue, provide ideas, derive proposals for a project, program, and application portfolio implementation. You are going to follow through creating, categorizing, prioritizing, managing, and collecting, through to tracking these comprehensive helpdesk solution processes that manage support and service requests, incidents, change requests, and problems.
This course is applicable for SMAX 2021.02, 2021.05, and 2021.11 versions. The slides and student guides are of the 2019.05 version but are still compatible with the 2021 lab, and the lab guide is for the 2021.11 version of SMAX
Who should attend
This course is intended for Service or Process Owners.
Prerequisites
To be successful in this course, you should have the following prerequisites or knowledge:
- 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
Upon successful completion of this course, you should be able to:
- Describe the basic architecture of SMAX
- Explore the Service Catalog Management module
- Explain the service catalog relationship with the SACM model
- Create a service catalog category
- Create a service definition
- Create a service offering
- Create a support offering
- Create a human resource offering
- Create a bundle offering
- Add a fulfillment plan
- Create a holiday and work schedule
- Create a service level target set and update target definitions
- Create a support agreement
- Create a service agreement
- Create an Operational Level agreement
- Perform a global search for knowledge
- Create an article model
- Create a knowledge article
- Review, modify and preview a knowledge article
- Publish a knowledge article
- Archive a knowledge article
- Publish an IT News Article
- Moderate questions and answers
- Analyze self-service portal knowledge searches
- Create a support offering from a hot topic user question
- Create a knowledge article from a hot topic support request
- Create a New Survey
- Prepare a survey for execution
- Test the new survey manually and analyze survey data
- Set up on-call schedule management
- Set up an assignment strategy and manage notifications
- Create a new idea
- Create a new business objective and resource type
- Create a new proposal
- Use proposal analytics to analyze proposal data
- Navigate the executive summary dashboard
- Create a project
- Plan a project
- Execute a project
- Create and edit a program
- Create and edit a project portfolio
- Create and edit an application record
- Create and edit a portfolio record
- Create an optimization record
- Review optimization record details
- Create a proposal from an optimization record
Course Content
- Lesson 1: Course Overview
- Lesson 2: Service Catalog Management
- Lesson 3: Service Level Management
- Lesson 4: Knowledge Management
- Lesson 5: IT News, Q&A, and Hot Topic Analytics
- Lesson 6: Survey and On-Call Management
- Lesson 7: Idea and Proposal Management
- Lesson 8: Project and Program Management
- Lesson 9: Application Portfolio Management