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SMAX210 – SMAX 2021.x Essentials for Support Engineers

EDU Trainings s.r.o.

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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 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. 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.

Obsah 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 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 the 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
Analyze 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
Visualize 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 the change calendar

Lesson 7: Reports and Dashboards

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

Cílová skupina

This course is intended for Support Engineers, application owners, and system engineers.
Certifikát Na dotaz.
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