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SMAX200 – SMAX 2021.x Essentials for Service Desk Agents

Kód kurzu: SMAX200

This course covers how a Service Desk agent uses the Micro Focus 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 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.

1 448 EUR

1 738 EUR s DPH

Výber termínov
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+420 731 175 867 edu@edutrainings.cz

Odborní
certifikovaní lektori

Mezinárodne
uznávané certifikácie

Široká ponuka technických
a soft skills kurzov

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Skvelý zákaznicky
servis

Prispôsobenie kurzov
presne na mieru

Termíny kurzov

Počiatočný dátum: Na vyžiadanie

Forma: Prezenčná/Virtuálna

Dĺžka kurzu: 1 deň

Jazyk: en/cz

Cena bez DPH: 1 448 EUR

Registrovať

Počiatočný
dátum		 Miesto
konania		 Forma Dĺžka
kurzu		 Jazyk Cena bez DPH
Na vyžiadanie Prezenčná/Virtuálna 1 deň en/cz 1 448 EUR Registrovať
G Garantovaný kurz

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Popis kurzu

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

  •  Describe the basic architecture of SMAX
  • Create and classify a service request
  • Approve a request
  • Complete tasks, mark a request as fulfilled, and monitor targets
  • Filter lists, manage views, and access a support request for classification
  • Answer a chat request and start a discussion to solve an issue
  • Escalate a request to an incident
  • Solve a request
  • Create a knowledge article from a request
  • Create reports
  • Manage dashboards

Cieľová skupina

This course is intended for IT Service Desk staff.

Štruktúra kurzu

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

  • Explain the SMAX architecture overview
  • Explore the Agent IT Interface
  • Access the Service Request Management module
  • Explain the Live Support feature
  • Approve a service request
  • Work with task plans and fulfillment
  • Monitor targets and agreements
  • Filter the record list, manage views, and access a support request
  • Respond to a chat request and solve the request
  • Escalate a request to an incident

Lesson 3: Requests and Knowledge, Articles

  • Use knowledge management
  • Contribute to a knowledge article

Lesson 4: Reports and Dashboards

  • Navigate the Reports User interface
  • Personalize the dashboard
  • Create a report and display it on a dashboard

Predpokladané znalosti

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

Potrebujete poradiť alebo upraviť kurz na mieru?

pruduktová podpora

+420 731 175 867

edu@edutrainings.cz