MicroFocus SMAX Technical Configuration for Service or Process Managers

SMAX Service Catalogue Management

• SMAX Architecture Overview
• Service Catalogue Module
• Relationship between Service Catalogue and SACM Model
• Service Catalogue Hierarchy
• Create Service Catalog Category
• Service Definition
• Service Offerings and Governance Approvals
• Human resources offer
• Private and Confidential Requests
• Bundle offers
• Compliance Plan
• Approval plan, task plan, automatic/manual tasks, user options and defaults
• Expression language for defining conditions
• Understanding approval strategy

SMAX Service Level Management

• Service Level Management
• Structure of Service Level Management
• Dynamic selection of SLAs
• Timeframes
• Create vacation and work schedule
• Service level target by target type, duration and record type
• Create service level target set and update target definitions
• Create support agreement
• Create a service agreement
• Create company agreement
• Understand and switch OLA priority grouping

SMAX Knowledge Management

• Knowledge Management Area
• Knowledge Management Architecture
• Knowledge Articles
• Proactive solution proposals and module integration
• Global search of articles
• Creating an article model
• Article management - workflow phases, article content visibility targeting, article restriction targeting, article localisation and indexing
• Creating articles
• Publishing and consuming a knowledge article
• Archiving knowledge articles

IT news, Q&A and Hot Topic Analytics

• Knowledge components - IT news, Q&A and Hot Topic Analytics
• Defining and publishing IT news (Hot News)
• Managing, moderating questions and answers from users
• Hot Topic area, refining the results of the Hot Topic Map
• Hot Topic algorithm, managing the stop list
• Knowledge search of the service portal
• Creating a catalogue offer based on a Hot Topic user question
• Creating a knowledge article from a Hot Topic support request

Survey and on-call service management

• Access to the Survey Management area
• Explain the Survey Management module
• Set up a new survey
• Prepare a survey for execution
• Reports on surveys
• Conducting a survey
• Hot topic analysis in survey management
• Access to the on-call management area
• On-call schedules, leave for a functional group with group members
• On-call rotation
• Assignment strategy for a functional group
• Agent level notifications

Idea and suggestion management

• Access to the ideas and suggestions management area
• Self-service portal and agent interface
• Create a new idea
• Business goals and resource types
• Proposal management
• Budget, financial planning and resources for the proposal
• Proposal analysis to analyse proposal data

Project and programme management

• Project and programme management area
• Overall status of projects, programmes and portfolios
• Navigate and describe the Executive Summary Dashboard
• Project Management
• Creating, planning and executing a project
• Resource requirements, schedule, financial planning, risks and issues
• Programme management
• Initiating, planning and executing a programme
• Project portfolio management
• Project optimisation scenarios
• Gantt chart for optimisation, cost and resource diagrams and key statistical data

Application portfolio management

• Application Portfolio Management section
• Application portfolio management functions
• Application data set
• Application attributes - content, roadmaps and data analysis
• Portfolio data sets
• Optimization dataset
• Optimisation attributes - surveys, data collection, optimisation type, optimisation process and optimisation report

• Familiarity with various roles in an IT service management environment
• Familiarity with the different variants of the user interfaces provided by SMAX
• Familiarity with the different versions of SMAX.

This seminar has the level "Administration / Structure".

If you are not sure whether this course is the right level for you, you can check this with the trainer in advance.

We conduct this seminar online for you. You can book the training as a public seminar or as a company seminar. The practical exercises are carried out in our Remotelab and make up 40-50 percent of the seminar.

• Implementation guarantee - Implementation guarantee for two or more participants
• Mobile classrooms - the ideal complement for company seminars
• Free support - for questions after the seminar
• Delivery on account - no prepayment required
• Interview with the trainer / quality assurance - get to know and assess the trainer in advance
• Clarify seminar requirements - review your knowledge with the trainer
• Assistance with travel costs - we cover part of the costs of hotel accommodation
• Meals - all day cold / hot drinks and a full lunch in the restaurant
• Location of training centres - always centrally located and easily accessible
• Discount - we have attractive prices, take advantage of our additional discounts
• Remotelabs - rent our Remotelabs for your own seminars or as a complement to your company seminars