Service Management Automation X Essentials for Service Desk Agents Training

Live Online & Classroom Enterprise Training

A foundational course that teaches Service Desk Agents how to use OpenText Service Management Automation X (SMAX) to manage, fulfill, and resolve service requests efficiently using the agent interface, aligned with IT service management best practices.

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What is Service Management Automation X Essentials for Service Desk Agents Training about?

This training introduces core SMAX agent capabilities, including navigating the agent user interface, handling service requests, interacting with live support, using filters and views, applying knowledge articles to support resolution, and customizing reporting and dashboards. Learners gain practical skills to support everyday service desk tasks and improve incident and request resolution outcomes in real-world scenarios.

What are the objectives of Service Management Automation X Essentials for Service Desk Agents Training ?

On 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.

Who is Service Management Automation X Essentials for Service Desk Agents Training for?

Service Desk Agents and IT Support Staff
First-line ITIL ITSM practitioners
Customer support representatives using SMAX
Teams transitioning to SMAX for service management
Anyone responsible for request and incident handling in IT operations

What are the prerequisites for Service Management Automation X Essentials for Service Desk Agents Training?

Basic IT service management understanding (e.g., ITIL fundamentals)
Familiarity with general web application navigation
Access to a SMAX environment for hands-on practice
Understanding of incident and request lifecycle concepts
Basic computer literacy and communication skills

Available Training Modes

Live Online Training

2 Days

Course Outline Expand All

Expand All

Introduction to SMAX and ITSM Concepts

Agent Interface & Navigation

Service Request Management

Filtering Lists & Managing Views

Knowledge Management

Reports & Dashboards

Who is the instructor for this training?

The trainer for this Service Management Automation X Essentials for Service Desk Agents Training has extensive experience in this domain, including years of experience training & mentoring professionals.

Service Management Automation X Essentials for Service Desk Agents Training - Certification & Exam

SpringPeople is the Authorized Training Partner of Opentext.
The training fees is exclusive of exam cost.
For any queries, feel free to reach us at Opentext@springpeople.com

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