SMAX for Support Engineers

By attending SMAX for Support Engineers workshop, delegates will learn 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.

• 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 Support Engineers class is ideal for:

• Support Engineers, application owners, and system engineers.