SMAN300 – Using and Configuring Smart Analytics 9.4x

Cieľová skupina

Administrators, Configurers

Štruktúra kurzu

Module 1: What is Smart
Analytics?

• Describe the components of Smart Analytics
• Explain the benefits of Smart Analytics
• Demonstrate a Smart Ticket from different personas
• Demonstrate Hot Topic Analytics

Module 2: Smart Analytics
Installation, Integration, and Configuration

• Describe Smart Analytics architecture at a high level
• List the steps to install Smart Analytics
• Integrate Smart Analytics with Service Manager 9.4x
• Describe the configuration of Smart Ticket’s category and service fields
• Describe the purpose of training and testing for Smart Tickets
• Know when you need to train and test the Smart Ticket configuration
• Describe Smart Analytics license requirements

Module 3: Tailoring Smart
Analytics

• Extend Hot Topic Analytics to another module
• Add an advanced search filter to a new topic map
• Conduct further configuration of Hot Topic Analytics

Module 4: Improving the
Accuracy and Content of Smart Analytics

• Recognize the functions of data cleansing, stop words, stop phrases, and tuning
• Explain why tuning Smart Tickets improves the accuracy of auto- classification
• Improve tuning results by adding specific interactions that serve to tailor IDOL tuning
• Improve the data set used by IDOL through data cleansing
• Add stop phrases to improve Hot Topic Analytics
• Remove unwanted words from IDOL searching with stop words
• Describe where to get further information for exporting and importing Intelligence

Module 5: Transferring
Smart Analytics Intelligence between Systems

• Describe the high level steps involved with transferring intelligence from a source server to a target server
• Unload Service Manager intelligence data
• Use the Smart Analytics Assistant to back up the index and category data
• Load intelligence data into Service Manager
• Restore intelligence data into Smart Analytics