This learning series comprises of four lessons. In the first lesson, you will learn about using Service Management Automation: X Service Request Module. You will learn how to create a request, how to process a request to resolution, how to approve a request, how to complete a fulfilment task to resolve a request, and how to use the different user interface capabilities like filters, views, discussion, and chat. In the second lesson, you will learn about knowledge, how to use available knowledge base to resolve a request, and how to contribute gained knowledge into your SMAX knowledge database. In the third lesson, you will learn how to create a report and manage your dashboard. Lesson four consists of the SMAX Service Desk Agent Specialist Exam. You will take an exam to gain the SMAX Service Desk Agent Specialist badge.

Audience/Job Roles

IT Service Desk Agents

Course Scenario

As a Service Desk agent you are responsible to handle, fulfill, and resolve multiple requests from business users. In this course you will learn how to create and classify a request, how to fulfill/resolve a request, how to escalate a request, and how to use different user interface elements. You will also learn how to approve a request, how to complete a manual task, how to use and contribute knowledge, and how to manage reports and dashboards.

Courses Modules

Lesson 1 : Request Management to Fulfill/Resolve End User Requests

The first lesson introduces you to service request module that handles the end to end process of receiving a request from an end user and fulfilling it. This module enables you to create, classify, analyze, execute, monitor, escalate, and fulfil/resolve different types of requests utilizing the various user interface elements and catalog offerings.

Lesson 2 : Utilize and Contribute Knowledge for Request Fulfillment

In the second lesson you will learn about various knowledge records that are provided by the knowledge search engine powered by IDOL that can be potential solutions for a request. You will learn how a knowledge article can resolve a support request. You will also learn how to create a knowledge article that could potentially assist other users/agents with similar issues based on your experience in handling a request.

Lesson 3 : Create Reports and Manage Dashboard

In the third lesson you will learn about reports that contain specific information and data relevant to your work and create an operational report in the reports module. You will also learn about dashboard that enables you to view multiple reports about the data in your system, in the form of widgets and personalize your dashboards user interface.

Lesson 4 : The SMAX Service Desk Agent Specialist exam

You will take an exam to gain the SMAX Service Desk Agent Specialist badge. SMAX Service desk specialists have proven their ability to apply essential knowledge and skills to support the needs of an IT business