This course covers how a support engineer 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 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.


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