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SMAX210 – SMAX Essentials for Support Engineers

  • Length 4 days
  • Price $4224 inc GST
Course overview
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Why study this course

This course covers how a support engineer 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, 2019.02, 2019.05, 2019.08, and 2019.11 versions. However, the hands-on lab exercises in this course use SMAX 2019.05.

This bundle course includes instructor-led training (ILT) and digital learning (DL) components:

  • SMAX210 – SMAX Essentials for Support Engineers (ILT)

  • SMAX210SP – Service Management Automation X: Support Engineer (DL)

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What you’ll learn

Upon successful completion of this course, you should be able to:

  • Describe the basic architecture of SMAX

  • Create an incident template and model

  • Open an incident, classify, and monitor targets

  • Apply a template to an incident and resolve using knowledge

  • Apply a model to an incident, discuss with another agent, and complete tasks

  • Escalate an incident

  • Create a problem from an incident

  • Create and classify a problem

  • Create a problem template

  • Investigate, resolve, review, and close a problem

  • Create a problem record from the hot topic incidents trend

  • Create a change template and model

  • Open and evaluate a change

  • Complete a change task

  • Plan, approve, and deploy a change

  • Validate and close a change

  • Schedule a change using Change Calendar

  • Reschedule a change and view the impact

  • Use change analytics dashboard to improve performance

  • Create a release model

  • Create a release

  • Create a maintenance window

  • Schedule and manage a change within a release

  • Create a report and manage the dashboard


Micro Focus at DDLS


Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

This course is intended for support engineers, application owners, and system engineers.


Course subjects

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 and Incident Management

  • Explain the SMAX architecture overview

  • Explore the Agent IT Interface

  • Access the Incident Management module

  • Explain the Incident template and models

  • Create an incident record, classify, and monitor targets

  • Apply template, resolve, and close an incident

  • Apply incident model to an incident, discuss with another support engineer, and work on task fulfillment

  • Escalate an incident

  • Open a related record (problem) for an incident

Lesson 3: Problem Management

  • Access the Problem Management module

  • Create and classify a problem

  • Explain the problem templates

  • Investigate and resolve a problem

  • Analyse the incident trend using hot topic analytics

Lesson 4: Change Management

  • Access the Change Management module

  • Explain the change templates and models

  • Understand the different types of changes

  • Open and evaluate a change

  • Explain the change plan

  • Approve a change

  • Work on task fulfillment

  • Explain change deployment

  • Validate a change

Lesson 5: Change Calendar

  • Explain the change calendar and how to use it

  • Visualise the impact a change has on involved configuration items

  • Improve performance of a change using change analytics

Lesson 6: Release Management

  • Access the Release Management module

  • Explain the release model

  • Understand the release process

  • Create a time period for a maintenance window

  • Schedule and re-schedule changes using change calendar

Lesson 7: Reports and Dashboards

  • Navigate the Reports User interface

  • Personalise the dashboard

  • Create a report and display it on a dashboard


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 flavours of the user interfaces provided by SMAX

  • Familiarity with different versions of the SMAX available


THIRD PARTY REGISTRATION

DDLS offers certification and training through our partnership with Micro Focus. This arrangement requires DDLS to provide your details to Micro Focus for course and exam registration purposes.


Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.



Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.