SMAX 2021.x Essentials for Service or Process Owners

Lesson 1: Course Overview

• Introduce the course overview, agenda, and logistics
• List the available SMAX courses
• Launch the Digital Learning course
• Access the lab environment

Lesson 2: Service Catalog Management

• Explain the SMAX architecture overview
• Explore the Service Catalog module
• Explain the service catalog relationship with the SACM model
• Explore the service catalog hierarchy
• Create a service catalog category
• Create a service definition
• Create a service offering and explain governance approvals
• Create a human resource offering
• Understand private and confidential requests.
• Learn about human resource knowledge articles and additional configuration for the HR application
• Create a bundle offering
• Understand and create a fulfillment plan
• Learn about approval plan, task plan, automated/manual task, user options, and default values.
• Use expression language for defining conditions
• Understand approval strategy

Lesson 3: Service Level Management

• Access the Service level Management area
• Explore service level management structure
• Explain the dynamic selection of SLA
• Understand time periods
• Create a new holiday and work schedule
• Explain service level target by target type, duration, and records type
• Create a new service level target set and update target definitions
• Create a support agreement
• Create a service agreement
• Create an operational level agreement
• Understand OLA priority grouping toggle

Lesson 4: Knowledge Management

• Access the knowledge management area
• Explain knowledge management architecture
• Explain knowledge articles
• Understand proactive suggested solutions and module integration
• Explore global search of articles
• Create an article model
• Explain article management – Workflow phases, audience for article content visibility, audience to restrict articles, article localization, and indexing.
• Create a new article
• Review, modify and preview a knowledge article.
• Publish and consume a knowledge article
• Archive a knowledge article

Lesson 5: IT News, Q&A, and Hot Topic Analytics

• Navigate the knowledge management area
• Explain different knowledge components – IT news, Q&A, and hot topic analytics
• Define and publish IT news (Hot news)
• Explain ask and help friends.
• Manage, and moderate questions and answers from users
• Explore the hot topic area and refine the results of the hot topic map.
• Understand hot topic algorithm, manage stop list
• Analyze the service portal knowledge searches
• Create a catalog offering from a hot topic user question.
• Create a knowledge article from a hot topic support request

Lesson 6: Survey and On-Call Management

• Access the Survey Management area
• Explain about Survey Management module
• Set up a new survey
• Prepare a survey for execution
• Understand survey reports
• Understand different ways to conduct a survey – sending a survey manually or sending a survey automatically using a business rule
• Explore hot topic analytics in survey management
• Access On-call schedule management area
• Set up agent schedule, vacation for a functional group with group members
• Understand about on-call rotation
• Set up an assignment strategy for a functional group
• Manage notifications at the agent level

Lesson 7: Idea and Proposal Management

• Access idea and proposal management area
• Explain hot ideas in the self-service portal and agent interface
• Create a new idea
• Understand business objectives and resource types
• Explain proposal management
• Create a new proposal
• Explore budget, financial planning, and resources for the proposal
• Use proposal analytics to analyze proposal data

Lesson 8: Project and Program Management

• Access project and program management area
• Explore the overall status of the projects, programs, and the portfolios
• Navigate and describe the executive summary dashboard Explain project management
• Create, plan, and execute a project
• Understand the resource demand, timeline, financial planning, risks, and issues required to run a project
• Explain program management
• Initiate, plan and execute a program
• Understand the resource demand, timeline, financial planning, risks, and issues required to run a program
• Explain project portfolio management
• Create and edit a project portfolio
• Learn about project optimization scenarios
• Explore the Gantt chart for optimization, cost and resource charts, and key statistical data.
• Set constraints and optimize the results to save the scenario

Lesson 9: Application Portfolio Management

• Access application portfolio management area
• Explain application portfolio management features
• Create and edit an application record
• Learn about application attributes – contents, roadmaps, and data analysis
• Create and edit portfolio record
• Learn about portfolio attributes – contents, roadmaps, and data analysis
• Create an optimization record
• Learn about optimization attributes – surveys, data collection, optimization type, optimization process, and optimization report
• Review the optimization record details using the survey results received from the application owners
• Understand the relationship of proposals with optimization record.