Service Management Automation X Essentials for Support Engineers Training

Live Online & Classroom Enterprise Training

A foundational training designed to equip support engineers with the skills to use OpenText Service Management Automation X (SMAX) for handling IT service management tasks, including incident, problem, and change resolution using the SMAX Agent interface.

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What is Service Management Automation X Essentials for Support Engineers Training about?

This course teaches support engineers how to effectively operate the SMAX platform to support business IT needs. You’ll learn the SMAX architecture, how to manage incidents, problems and changes, navigate SMAX dashboards, and use analytics and templates to streamline support processes — all aligned with best practices for IT service management.

What are the objectives of Service Management Automation X Essentials for Support Engineers Training ?

On 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.

Who is Service Management Automation X Essentials for Support Engineers Training for?

This training is ideal for:

Support engineers working on service desk operations.
ITSM practitioners configuring or using SMAX.
Application and system engineers integrating SMAX workflows.
IT operations staff involved in incident and change resolution.
Teams transitioning to SMAX from other ITSM platforms.

What are the prerequisites for Service Management Automation X Essentials for Support Engineers Training?

Learners should ideally have:

Basic understanding of IT service management (ITSM) concepts.
Familiarity with ticket lifecycle (incident, change, problem).
Comfort using web-based business applications.
Some exposure to SMAX or similar service management tools.
Ability to navigate dashboards and forms.

Available Training Modes

Live Online Training

4 Days

Course Outline Expand All

Expand All

SMAX Architecture

Incident Management

Problem Management

Change Management

Release Management

Who is the instructor for this training?

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

Service Management Automation X Essentials for Support Engineers 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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