SMAX Essentials for Support Engineer Training

Live Online & Classroom Enterprise Certification Training

This course covers how a support engineer uses the Service Management Automation X (SMAX) Agent interface to support the IT needs of a business

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What is SMAX Essentials for Support Engineer Certification Training about?

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 2018.02, 2018.05, 2018.08, 2018.11, and 2019.02 versions. However, the hands-on lab exercises in this course use SMAX 2018.05.

This bundle course involves below ILT and DL courses:

SMAX210 – SMAX Essentials for Support Engineers
SMAX210SP – Service Management Automation X: Support Engineer (Digital Learning)

What are the objectives of SMAX Essentials for Support Engineer Certification Training ?

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 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 SMAX Essentials for Support Engineer Certification Training for?

This course is intended for Support Engineers, application owners, system engineers.

What are the prerequisites for SMAX Essentials for Support Engineer Certification Training?

To be successful in this course, you should have the following prerequisites or knowledge.

Familiarity with different roles in an IT service management environment
Familiarity with different flavors of the user interfaces provided by SMAX
Familiarity with different versions of the SMAX available

Available Training Modes

Live Online Training

24 Hours

Classroom Training

4 Days

Course Outline Expand All

Expand All

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 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 change calendar

Lesson 7: Reports and Dashboards

Navigate the Reports User interface

Personalize the dashboard

Create a report and display it on a dashboard

Who is the instructor for this training?

The Trainer is Micro Focus Certified Instructor with extensive domain experience, including years of experience training & mentoring professionals in the industry

SMAX Essentials for Support Engineer Certification Training - Certification & Exam

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

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