This SMAX for Service Desk Agents training course covers how a Service Desk agent uses the Service Management Automation X (SMAX) Agent interface to support the IT needs of a business. 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.
By attending SMAX for Service Desk Agents workshop, delegates will learn 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
- 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
The SMAX for Service Desk Agents class is ideal for:
- IT Service Desk staff