This three-day course equips participants with the skills to effectively configure, customize, and administer OpenText Service Management. It covers tailoring the Service Portal’s visual design, behavior, and user experience using themes and custom widgets, along with managing feature and configuration settings to enable interactive elements such as customized tabs and editable requests. Participants will also learn to manage application-wide settings related to behavior, security, licensing, mobile access, notifications, user access, and data retention.
The course explores deploying intelligent features like Expert Recommendations and Global Search, designing and configuring the Smart Virtual Agent using AI and NLP, and utilizing Smart Analytics for automated ticket creation, Smart Search, and intelligent suggestions. Additional topics include creating Routing Definitions for automated group assignments, administering users, groups, roles, locations, and categories, configuring dashboards for actionable insights, implementing layered data security for access control and encryption, managing shared services with the Multi-Tenant Console, applying the Dev2Prod process for tenant synchronization, and leveraging sample data and business content for both demonstrations and live operations.
Duration: 3 days
Delivery Type: Instructor Led (ILT) and Virtual Instructor Led (VILT)
Role: Business Administrator
Audience: Tenant Administrators, Service Owners, IT Agents, and Process Owners or Managers.
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