by Vesna Soraic
Senior Product Marketing Manager
A few days ago, precisely on June 7, Micro Focus released SMAX 2019.05. If you are a SMAX customer or if you are following news about Micro Focus’ machine learning based solution for ESM, ITSM and ITAM, then you know we bring new versions punctually every quarter. This May release comes with some exciting new capabilities and over a dozen of features suggested and most voted by our customers.
Major new and enhanced capabilities include:
- Smart virtual agent, with AI Natural Language Understanding (NLU), which provides automated support through conversations and executing tasks
- SMAX apps Marketplace and the ability to publish and distribute SMAX apps
- Google cloud support with managed Kubernetes, which lowers the entry barrier to containers and admin costs
- Unit-based licensing for even bigger license flexibility
Let’s take a brief look into each of these new capabilities.
The smart virtual agent, named ‘Max’, is conversational now, and understands and correlates users' text inputs with intents to recognize new intents, using NLU and machine learning based on embedded AI technology. This enables Max to mimic an interactive and human-like experience for end users. Max can be trained for users’ intents, but most importantly, the system will learn automatically from service desk activities and structured and unstructured data. This capability is based on the industry-standard design you can find in Amazon Alexa and Google Dialog Flow. Smart virtual agent can still perform a smart search based on embedded IDOL and can drive automation, for example, to reset user password or update their profiles. As your users adopt Max, expect a significant drop in the number of open tickets and a more satisfied workforce, because issues are resolved faster, uncomplicated, 24 hours a day and 7 days a week. Service desk agents have more time to spend on more important work.
|Max, the new virtual agent
With SMAX 2019.05, Studio apps can be exported and published to Marketplace, imported into SMAX or moved to another tenant. Micro Focus and its partners can now build reusable content and share it with the community. With this release, Marketplace comes with two SMAX apps, Capacity Management and SecOps.
SMAX is based on the latest container and Kubernetes technology. In order to significantly lower the entry barrier to this technology with all its advantages, SMAX 2019.05 supports Google cloud with managed Kubernetes. This gives partners and customers easy access to a Kubernetes cluster without having them to set up and maintain it themselves. Managed Kubernetes for AWS and Azure is on our roadmap.
SMAX licenses will be sold in units for new customers, and they can decide how to split units between named and concurrent users. 1 unit equals 1 concurrent user or two named users. Customers can change the ratio at their discretion without changing the contracts. Unit-based licenses are optional for existing SMAX customers.
For more information about this SMAX release, listen to following on-demand webinars: