This 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. 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.


  • 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

Delegates will learn how 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


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
 Explain the SMAX architecture overview
 Explore the Agent IT Interface
 Access the Service Request Management module
 Explain the Live Support feature
 Approve a service request
 Work with task plans and fulfilment
 Monitor targets and agreements
 Filter the record list, manage views, and access a support request
 Respond to a chat request and solve the request
 Escalate a request to an incident

Lesson 3: Requests and Knowledge Articles
 Use knowledge management
 Contribute to a knowledge article

Lesson 4: Reports and Dashboards
 Navigate the Reports User interface
 Personalize the dashboard
 Create a report and display it on a dashboard