SMAX300 – SMAX 2021.x Essentials for Service or Process Owners

EDU Trainings s.r.o.

Popis kurzu

Obsah kurzu

Lesson 1: Course Overview

Introduce the course overview, agenda, and logistics
List the available SMAX courses
Launch the Digital Learning course
Access the lab environment

Lesson 2: Service Catalog
Management

Explain the SMAX architecture overview
Explore the Service Catalog module
Explain the service catalog relationship with the SACM model
Explore the service catalog hierarchy
Create a service catalog category
Create a service definition
Create a service offering and explain governance approvals
Create a human resource offering
Understand private and confidential requests.
Learn about human resource knowledge articles and additional configuration for the HR application
Create a bundle offering
Understand and create a fulfillment plan
Learn about approval plan, task plan, automated/manual
task, user options, and default values.
Use expression language for defining conditions
Understand approval strategy

Lesson 3: Service Level
Management

Access the Service level Management area
Explore service level management structure
Explain the dynamic selection of SLA
Understand time periods
Create a new holiday and work schedule
Explain service level target by target type, duration, and records type
Create a new service level target set and update target definitions
Create a support agreement
Create a service agreement
Create an operational level agreement
Understand OLA priority grouping toggle

Lesson 4: Knowledge Management

Access the knowledge management area
Explain knowledge management architecture
Explain knowledge articles
Understand proactive suggested solutions and module integration
Explore global search of articles
Create an article model
Explain article management – Workflow phases, audience for article content visibility, audience to restrict articles, article localization, and indexing.
Create a new article
Review, modify and preview a knowledge article.
Publish and consume a knowledge article
Archive a knowledge article

Lesson 5: IT News, Q&A, and Hot
Topic Analytics

Navigate the knowledge management area
Explain different knowledge components – IT news, Q&A, and hot topic analytics
Define and publish IT news (Hot news)
Explain ask and help friends.
Manage, and moderate questions and answers from users
Explore the hot topic area and refine the results of the hot
topic map.
Understand hot topic algorithm, manage stop list
Analyze the service portal knowledge searches
Create a catalog offering from a hot topic user question.
Create a knowledge article from a hot topic support request

Lesson 6: Survey and On-Call
Management

Access the Survey Management area
Explain about Survey Management module
Set up a new survey
Prepare a survey for execution
Understand survey reports
Understand different ways to conduct a survey – sending a survey manually or sending a survey automatically using a business rule
Explore hot topic analytics in survey management
Access On-call schedule management area
Set up agent schedule, vacation for a functional group with group members
Understand about on-call rotation
Set up an assignment strategy for a functional group
Manage notifications at the agent level

Lesson 7: Idea and Proposal
Management

Access idea and proposal management area
Explain hot ideas in the self-service portal and agent interface
Create a new idea
Understand business objectives and resource types
Explain proposal management
Create a new proposal
Explore budget, financial planning, and resources for the proposal
Use proposal analytics to analyze proposal data

Lesson 8: Project and Program
Management

Access project and program management area
Explore the overall status of the projects, programs, and the portfolios
Navigate and describe the executive summary dashboard
Explain project management
Create, plan, and execute a project
Understand the resource demand, timeline, financial planning, risks, and issues required to run a project
Explain program management
Initiate, plan and execute a program
Understand the resource demand, timeline, financial planning, risks, and issues required to run a program
Explain project portfolio management
Create and edit a project portfolio
Learn about project optimization scenarios
Explore the Gantt chart for optimization, cost and resource charts, and key statistical data.
Set constraints and optimize the results to save the scenario

Lesson 9: Application Portfolio
Management

Access application portfolio management area
Explain application portfolio management features
Create and edit an application record
Learn about application attributes – contents, roadmaps, and data analysis
Create and edit portfolio record
Learn about portfolio attributes – contents, roadmaps, and data analysis
Create an optimization record
Learn about optimization attributes – surveys, data collection, optimization type, optimization process, and optimization report
Review the optimization record details using the survey results received from the application owners
Understand the relationship of proposals with optimization record.

Cílová skupina

This course is intended for Service or Process Owners.

Certifikát Na dotaz.

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