Opleiding: 3-7415 - SMAX Planning and Building (version 24.3) [MF_7415]

OVERVIEW

This five-day course provides the knowledge needed to design catalog offerings,define service level targets,manage assets and business services using Native SACM (Service Asset and Configuration Management) solutions,create service models,develop knowledge materials for easier use of offerings,and address issues effectively.

In this course,you will also learn to create surveys for feedback,schedule on-call support,provide ideas,and develop proposals for project,program,and application portfolio implementation.

OBJECTIVES

On completion of this course,you should be able to:

• Define the service catalog that contains services arranged by category.
• Describe how Service Management uses work schedule time periods in Service Level Management (SLM) calculations.
• Define Service Level Targets for each business service so that the Service Level Management enables you to prioritize requests,incidents,changes,tasks,problems,and custom records.
• Describe how Service Asset and Configuration Management (SACM) helps to organize and track the individual assets that support your business services.
• Use the Native SACM solution for the implementation of SACM in Service Management.
• Create knowledge articles that help to solve problems,post news articles on the Service Portal,and moderate questions and answers.
• Create surveys,send them to end users,and consume the data collected by the surveys.
• Define work schedules and shifts for the groups and individuals who deal with tickets through the On-Call Schedule Management feature.
• Provide ideas and derive proposals for a project,program,and application portfolio implementation.

AUDIENCE

This course is intended for Business Administrators

CONTENT

Highlights:

• Service Catalog Management
• Service Level Management
• Service Asset and Configuration Management – Native SACM
• Knowledge Management – IT News,Questions,and Answers
• Survey and On-Call Schedule Management
• Idea and Proposal Management
• Project and Program Management
• Application Portfolio Management