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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
- Plan a Change
- Approve a Change
- Complete a Change task
- Deploy a Change
- Validate and close a Change
- Schedule a change using the 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.