The latest release of SMAX is here! Sporting enhancements for productivity, user experience, customization, and integration, our IT service management solution is now more powerful from every angle.
Here are five good reasons to take a closer look:
1) Day-to-day productivity improvements for IT service management
SMAX automatically finds the right expert for a ticket. Agents can set their area of expertise in their profile, or expertise can be set based on Hot Topic Analytics. Based on machine learning, SMAX matches agent skills to the natural language text in incidents or requests and recommends the best expert to which the ticket should be assigned. Related to the suggested expert, various actions can be taken, including sending an email, opening a chat, or initiating a call in Microsoft Teams.
Two new options for service-level targets (SLTs) increase service-level management flexibility and effectiveness. In addition to setting time zone and work schedule values, SLTs can now be set by referencing values from the related ticket, namely customer field and assignment group. Different time zones and work schedules can be managed more flexibly and effectively, and in many cases, multiple separate SLAs can be consolidated into one.
A new filtering option based on ‘My Groups’ allows filter sharing for record lists, operational reports, relationships, or customized tabs in the service portal.
2) Portal customization and extended mobile support
With configurable portal widgets, one of the most exciting features from my perspective, you can give the self-service portal your organizational or corporate look. Custom widgets can be placed in five locations in the service portal: header, footer, landing page (above or below the tiles), sidebar, or full page. Customizations can be configured in theme settings so that different audiences can see different portal content.
Android and iOS versions for the mobile agent UX are now both generally available and identical in capability. Furthermore, requests, incidents, and tasks are now editable in the mobile app, which provides a new configurable mobile landing page.
3) Global search across built-in and custom apps
Codeless configuration (executed through SMAX Studio) allows you to create new workflow-based apps or customize existing ones in a codeless manner.
This release adds global search configuration to Studio, enabling search for custom entities and custom fields, plus some additional out-of-the-box entities. Global search works for apps downloaded from Micro Focus ITOM Marketplace or apps developed by you.
4) Service asset and configuration management
SMAX now provides full CI CMS lifecycle support, including aging rules for native UCMDB so CIs can be automatically or manually moved to end-of-life from within the SMAX CI workflow.
Software Asset Management (SAM) has a new top-level summary dashboard for vendor-level software license compliance and a table grid view for product-level compliance. Through inbuilt workflows, you can take control over the software lifecycle, understand license consumption, and stay on top of compliance. And the best—SAM uses SMAX Studio capabilities to manage the compliance process, which means you can configure and customize workflows, use business rules, and set up notifications using SMAX codeless capabilities.
5) Integration engine for more flexibility
The integration engine offers flexible and sophisticated capabilities to integrate SMAX into broader solutions and supporting strategies like DevOps. It comes with new Micro Focus and third-party integration engine connectors, including connectors for ALM Octane, ALM Quality Center, ArcSight SOAR, Operations Orchestration, Jira, ServiceNow, and Microsoft Power Automate.
But that’s not all . . .
For more details and the complete list of SMAX 2022.05 release features, refer to the SMAX 2022.05 documentation portal. What feature of this release are you most looking forward to leveraging? Don’t hesitate to drop a comment in the section below.
Have a nice day!