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

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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.

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