Service Management Automation X (SMAX) Training

Live Online & Classroom Enterprise Training

Service Management Automation X (SMAX) is a modern, AI-driven IT Service Management (ITSM) and Enterprise Service Management (ESM) solution from OpenText.

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What is Service Management Automation X (SMAX) Training about?

Service Management Automation X (SMAX) provides organizations with a flexible, codeless service management platform powered by machine learning and analytics. This course covers SMAX architecture, features, and use cases across IT, HR, and enterprise functions. Participants will learn how to configure workflows, automate ticketing, use self-service portals, and apply AI-driven insights to improve efficiency and reduce operational costs.

What are the objectives of Service Management Automation X (SMAX) Training ?

Understand SMAX architecture and core capabilities.
Learn how to configure ITSM/ESM workflows.
Automate incident, problem, and change management processes.
Explore self-service portals and AI-driven virtual agents.
Apply reporting and analytics for service improvement.

Who is Service Management Automation X (SMAX) Training for?

IT service managers and administrators.
Service desk and support professionals.
Enterprise service managers (HR, Finance, Facilities).
IT consultants and solution architects.
Professionals pursuing ITSM/ESM career paths.

What are the prerequisites for Service Management Automation X (SMAX) Training?

Prerequisites:

Basic understanding of ITIL/ITSM concepts.
Familiarity with IT operations and service management.
Knowledge of enterprise service processes (HR, Finance, etc.).
General understanding of cloud-based solutions.
No prior SMAX experience required.

Learning Path:

ITIL Foundation
Introduction to SMAX
SMAX Administration & Configuration
Advanced SMAX Automation
SMAX for Enterprise Service Management

Related Courses:

ITIL Foundation
ServiceNow ITSM Fundamentals
SMAX Administration & Workflow Automation
AI in IT Service Management

Available Training Modes

Live Online Training

3 Days

Course Outline Expand All

Expand All

Module 1: SMAX Overview and Introduction

Introduction of SMAX

What is SMAX?

SMAX Architecture Overview

How does SMAX evolved as an ESM tool

SMAX Versions

What is the problem statement SMAX is solving

Building blocks of SMAX ESM

How ServiceNow Evolved

Architecture of ServiceNow

Module 2: SMAX User Interface

What is latest SAMX User Interface (UI)?

Different types of User Personas

Explore the AgentIT interface

How to navigate between different modules

Lab Exercise: Navigate to the SRM module

Use of Global Search

Module 3: List Administration

Filters and Search Conditions in Lists

Types of Record Searches

Condition Builder

Filter the record List

Manage Views

Access

Module 4: Mail Server Configuration

Explain the Administrative Tasks

Suite Administration application

Explain the back office

Explain the mail server

Module 5: User Administration

Introduction to User Administration

Creating Users

Types of User Interfaces in Servicenow

Difference Between End User, Support User, Admin

Defining user personas

Create and manage new user accounts

Add a new customer user

LAB: Access the customer, account, and user area in the back officer portal

Lab: Add users to the account with the required features and settings

Module 6: Service Level Management

Introduction to Service Level Management(SLM)

Describing SLA

Types of SLA’s

Working with SLA, OLA and UC

Understand Existing SLA Definition

Creating New SLA Definition for Incident Table

SLA Targets

Schedule SLA Definitions

Module 7: License Management

Access the license and license pool in the back office portal

Creating trial license

Create a license pool and add it to the license

Module 8: Tenant Management

Different types of Tenant Prod, Dev, Internal, trial

Create a tenant

Assign license

Single Tenant Vs. Multi-tenant environment

Module 9: Reports & Dash Boards

Introduction to Reports

Types of Reports

Creating New Report

Deleting Report

LAB: Navigate to the Reports User Interface

Introduction to Dashboards in SMAX

Personalize the dashboards

Publish and Unpublish the Reports

Lab: Create a Report and publish on the dashboard

Module 10: Modules in details

Incident Management

Change Management

Problem Management

Knowledge Management

Module 11: Service Request Management

Introduction to Service Request Management in SMAX

Access to the SRM module in SMAX

How to use the Service catalogues

ESS Service Portal

Explain the live support feature

Execute a Service Catalogue to create a Service Request

Approve a Service Request

Work with Task plans and fulfilment

Module 12: Incident Management

SMAX Architecture and Incident Managment

Access the Incident Management Module

Incident template and models

Create an incident record, classify and monitor targets

Apply Template, resolve and close an incident

Lab: Apply incident model to an incident, discuss with another support engineer, and work on task fulfilment

Escalate an incident

Open a related record for the incident

Lab: Create a related Problem (record) for an incident

Module 13: Problem Management

SMAX Architecture and Problem Management

Access the Problem Management Module

Create and classify a problem

Explain problem templates

Lab: Investigate and resolve a problem ticket

Analyze the trend using hot topic analytics

Open a related record for the incident

Lab: Create a related Problem (record) for an incident

Module 14: Change Management

SMAX Architecture and Change Management

Access the Change Management Module

Explain the Change templates and models

Different variants of Changes in SMAX

Open and evaluate a Change

Explain the change plan

Approve a change

Work on Task fulfilment

Explain Change Deployment

Validate a Change

Change Calendar

What is Change Calendar

How to use Change Calendar

Visualize the impact of a change on CIs

Change Analytics

Lab: Schedule and Reschedule changes using change calendar

Module 15: Release Management

SMAX Architecture and Release Management

Access the Release Management Module

Release models and Release processes

Create a time for the maintenance window during Release Management

Who is the instructor for this training?

The trainer for this Service Management Automation X (SMAX) Training has extensive experience in this domain, including years of experience training & mentoring professionals.

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