This training is for those who want to know "what" is coming. e.g. Decision Makers, Architects, Project Managers, Technical managers, Process designers... An essential element of this course are the individual questions of the participants and the participant-specific answers. Those who want to know "how" details work will find suitable trainings in the following sections.

Objectives: After attending this training the students should

• know concepts, components, functions, and their interrelations
• know the possibilities of integrations with other systems
• know the terms and contexts of "containerization" (optional)
• experience SMAX in a live demonstration (on-premise)
• understand the future requirements for the operation
• know the possibilities of automation with SMAX

• understand ITIL Service Management – ideas and concepts
• know their environment and the requirements for their (future) SMAX solution

Depending on your organization decisions regarding processes and/or services often are made by several persons. They need to understand the Out-of-the-Box processes of SMAX, and what can be configured to adapt these to your needs and conventions. The entirety of implementing processes is split into parts. The "planning part" is handled in this training. This should be attended to prior to start, so Process Owner know the Out-of-the-Box processes. If adaptions are required they could be added by customer. With these adapted process descriptions the implementation can start. These tasks can be done by an implementation team or by administrators or sometimes by the process owners. This "adaption part" is content of the SMAX-CFG1 and SMAX-CFG2 training. Private trainings are tailored to your organization by audiences and with more processes, e.g. Service Asset and Configuration Management, Vendor and Brand Management.

Objectives: After attending this training the students should

• know how to navigate the User Interfaces "Agent Interface" and "Service Portal"
• know and understand Out-of-the-Box behaviour and dependencies of processes
• know selected "Out-of-the-Box" processes like
  Request Management, Service Catalog, Fulfillment Plans,
  Knowledge Management,
  Incident Management,
  Problem Management,
  Change Management
• know the options and consequences to configure these
• know how to improve different processes, e.g. enforce compliance with your enterprise policies.
• know the basics of Service Level Management (SLM) and its influence

• know their existing Service Management environment
• know their desired improvements

This course is aimed at SMAX customers who run the system on-premise. Starting from installed LINUX VMs, a SMAX environment will be installed and configured to an operational tenant.

Objectives: After attending this training the students should

• know the terminology and relationships in a SMAX Kubernetes cluster
• can install OMT, SMAX starting from prepared Linux VMs
• know the key operational tasks
• can create and deploy a tenant so that initial users can log in
• can start, stop Kubernetes and SMAX
• know the necessary steps for backup and restore
• can install OMT patches & SMAX patches
• can navigate the Agent Interface and Service Portal

• have experience in Server Administration
• know TCP/IP
• have experience with using Linux Command Line

This course is aimed at SMAX customers who run the system on-premise. The content is highly dependent on the release. Please contact us to discuss a suitable approach.

Objectives: After attending this training the students should

• Know how to uprade a previous release to the current release of SMAX

• have attended to training “SMAX-FTA” or similiar

This course is aimed at SMAX administrators who want to use the Integration Engine. Integrations of SMAX and external services are performed with the Integration Engine on selected practical examples. In private courses, the examples can be selected.

Objectives: After attending this training the students should

• know the Integration Engine
• can use it to integrate SMAX and external programs/services
• have implemented practical examples
  eMail, LDAP, UCMDB, Case Exchange

• have attended to training “SMAX-FTA” or similiar

This training is intended for SMAX administrators in SaaS environments or for those who configure SMAX. It is a prerequisite for "SMAX-CFG1" and the following trainings.

Objectives: After attending this training the students should

• have an overview about the architecture according to their duties
• know nomenclature of SMAX
• have an basic understanding of the product
• know the standard modules and user interfaces for service desk agents, support engineers and tenant administrators
• experience SMAX in a live environment (on-premise is used for demonstrations)
• know the terms and contexts of "containerization" (optional)
• know the requirements for operation

• understand ITIL Service Management – ideas and concepts
• have experience in administration of web-based applications

Starting from a new tenant, the individual steps for configuration are carried out practically. From the adaptation of the so-called "master data" information, such as locations and language selection, the display and settings of the service portal, and the management of the users (administrators, service desk agents, support engineers, end users and integration users), over the offerings and service catalogs with their components, to the configuration of the modules what can be configured so that users can log in and use the product SMAX. This also includes an introduction to the so-called "Expression Language" to be able to fully use the relational data model.

Objectives: After attending this training the students should

• can use Agent Interface and Service Portal
• know Expression Language
• can configure selected processes
  Master Data,
  Fields & Forms, Data Security Management,
  Service Catalog Management, Offerings, Fulfillment Plans,
  Approvals, Tasks, Time Period Management,
  Service Desk (Request Management), Incident Management,
  Problem Management, Knowledge Management, Survey Management,
  Service Level Management, Contract Management

• have attended training "SMAX-FTA" or training "SMAX-I4A" or similar
• know the current and expected requirements of their environment
• know the current and expected boundary conditions of their environment
• would benefit from having attended training "SMAX-PO" themselfs or know the results/conclusions of attendees of that training
• know the principles and basic ideas of ITIL

Based on the configuration of a tenant as after the training "SMAX-CFG1" this training covers how further modules can be configured.

Objectives: After attending this training the students should

• can configure selected processes:
  Change Management, Release Management,
  Idea and Proposal Management,
  Application Portfolio Management, Project and Program Management,
  Software Asset Management,
  Procurement Management, Financial Management,
  Cloud Operations Management,
  Package Management
• can transfer configuration from development tenant to test and production tenant using "Dev2Prod"
• know how to use Package Management

• have attended to training "SMAX-CFG1" or similar

SMAX can share Configuration Item Types (CITs), Configuration Items (CIs) and their relations with a Universal CMDB (UCMDB) and, as "Native SACM", simplify the entire administration of it. This training provides SMAX administrators with the necessary knowledge and the required work steps.

Objectives: After attending this training the students should

• know basics and tasks of UCMDB
• know which tasks are performed in UCMDB and which in SMAX
• can operate the UCMDB local client and CMS-UI
• can integrate UCMDB with SMAX
• can enable Native SACM in SMAX
• know Software Asset Management in SMAX

• have attended training "SMAX-CFG1"
• know ITIL ideas and concepts about Configuration Management
• know their environment and understand their processes
• know the results and their requirements from training "SMAX-PO"

OpenText SMAX is a very flexible tool: You can start with an "out of the box" implementation and then gradually automate your processes during operation. During these two days, automation options and the necessary tools will be presented. SMAX is suitable for both "IT Service Management" (ITSM) and "Enterprise Service Management" (ESM). The applications for both can then be started in the Service Portal with a single click. The aim of the seminar is to use examples to show what is possible. Further seminars will teach how this can be implemented.

Objectives: After attending this training the students should

• know the architecture of the "containerized suite" SMAX and potential automation tools by OpenText
• know the data model used by SMAX out of the box
• understand how additional tables are created and used
• have a basic understanding of the "Expression Language" used within SMAX
• understand how processes work in SMAX, including approvals and task plans
• know how models and fulfillment plans can be used for automation
• know how Opentext Operations Orchestration can be used for Automation

• understand ITIL Service Management – ideas and concepts
• know their environment and the requirements for their (future) SMAX solution
• know their processes and the requirements for their (future) SMAX solution

This training is for SMAX developers who want to create their own “apps” within SMAX. All steps to design, implement, and package an “app” are covered, including creating data tables, forms, and workflows. Details how to use OO-Flows for SMAX are content of the training SMAX-OO.

Objectives: After attending this training the students should

• understand how to design their own app within SMAX
• know how to add new data table(s) or extend existing tables
• know how to add and maintain forms, processes/workflows, permissions
• know how to package/export and install/import the new app

• have attended training “SMAX-CFG1” or have similar knowledge

This training is for OO developers who want to use OO-Flows from SMAX for automated tasks and Business Rules. This training covers both sides, calling OO-Flows from SMAX and authoring Flows with OO Studio and OO Workflow Designer, including how to pass data between SMAX and OO. Prior experience in authoring flows with either OO Studio or OO Workflow Designer is absolutely necessary.

Objectives: After attending this training the students should

• understand how to use OO for automatic tasks
• be able to pass data from SMAX to OO and from OO to SMAX

• Attended training SMAX-CFG1 or have similar knowledge
• Attended an OO training e.g. OO-Q4D or have similar knowledge

This private training is a “deep dive” for attendees of training SMAX-CFG1 for the processes starting with service catalog over offerings and fulfillment plans to subscriptions. Included are approvals, manual and automatic tasks. For automatic tasks Operations Orchestration (OO) is used. Details how to use OO-Flows are content of the training SMAX-OO. This content needs to be tailored to your goals.

Objectives: After attending this training the students should

• have a deeper understanding of the dependencies between Service Catalog, Categories, Service Definitions, Service Offerings, Support Offerings, Workflows, Approvals, Fulfillment Plans, Manual and Automatic Tasks
• know more details of Expression Language (EL)
• can make better use of EL to access and modify data
• know how to define offerings according to their needs
• know how to export and import offerings
• know how to use OO-Flows for Automatic Tasks

• the principals and basic ideas of Service Management according to ITIL
• the current and future requirements and boundary conditions of their environment
• the current and future requirements and boundary conditions of their processes
• the outputs/results from the attendees of training SMAX-PO
• the basics of the Expression Language

This training covers the topics needed by what is often also called “First Level Support”: These persons handle requests of end-users, which are usually received via phone, email or Service.
They may handle the task or transfer to a responsible team. Requests may vary from reporting a malfunction to ordering (e.g. pens, new laptop or other software). This is treated differently by many organizations. So we strictly recommend to stay close to the customer’s final configuration and order a private training. This is usually scheduled at the end of the implementation phase. For Second Level Supporters a superset of this training is available (SMAX-SE)

Objectives: After attending this training the students should

• know SMAX architecture according to their duties
• revisited ITIL for Supporters according to their tasks
• know selected processes as implemented
• know how to use SMAX in daily first level business
• can use Service Portal and Agent interface for first level duties
• know the first level support daily business
• can access and use CI data
• know how to adapt their work environment to their needs
• know how use knowledge articles
• can interact with other supporters

• be familiar with using web-browsers
• know the basic ideas and concepts of Service Management according to ITIL (IT Infrastructure Library)

This training covers the topics needed by who is often called “Second Level Support”: They handle requests of end-users that could not be resolved by first level support, and additionally Incident Tickets and Change Tickets. They usually do provide support for first level supporters, too, so they should know how these are using SMAX.
For Service Desk Agents (First Level Supporters) a subset of this training is available (SMAX-SD). These topics are included compressed in this training. So this training overlaps in some parts with SMAX-SD.

Objectives: After attending this training the students should

• know SMAX architecture according to their duties
• revisited ITIL for Supporters according to their tasks
• know selected processes
  in public training ”out of the box” processes
  in a private training their processes “in focus” - as implemented
• can use SMAX in daily second level business
• can use Service Portal and Agent interface for second level duties
• know the first level support daily business
• can access and use CI data and relations
• know how to adapt their work environment to their needs
• know how use, create, and update knowledge articles
• can interact with other supporters

• be familiar with using web-browsers
• know the ideas and concepts of Service Management according to ITIL (IT Infrastructure Library)
  like Request Management, Incident Management, and Change Management