43 lines
1.7 KiB
Markdown
43 lines
1.7 KiB
Markdown
---
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title: "SMACs"
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type: entity
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tags: [ITSM, Service-Management, Change-Management, Incident-Management]
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last_updated: 2026-04-14
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---
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## Overview
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SMACs (Service Management Automation X) is the current ITSM (IT Service Management) tool used within the organization for managing Tickets, Incidents, Changes, and related service workflows. It replaces the legacy semantic messaging gateway for email and serves as the unified platform for IT service operations.
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## Full Name
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Service Management Automation X (formerly Micro Focus Operations Manager i / SMACKS)
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## Key Functions
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|| Function | Description |
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|---------|-------------|
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| Ticket Management | Create, track, and resolve IT service requests |
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| Incident Management | Handle low-level events that trigger alerts vs. major incidents |
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| Change Management | Manage Standard/Normal/Emergency change workflows |
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| Problem Management | Track root causes and CAPA/Post-mortem actions |
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## Relationship with Change Management
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In the change management framework (CTP Topic 30), SMACs is used to:
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- Log and track Change Records (CR)
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- Route Normal Changes to CAB for approval
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- Execute Emergency Changes with post-incident documentation
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- Link Changes to related Incidents for audit trail
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## Related Concepts
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- [[Standard-Change]]：预批准变更，在 SMACs 中可实现完全自动化审批
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- [[Normal-Change]]：需 CAB 审批，在 SMACs 中通过变更窗口管理
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- [[Emergency-Change]]：立即执行，在 SMACs 中事后通过 CAPA 补齐文档
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- [[CAPA]]：Corrective and Preventive Action，在 SMACs 中作为 Post-mortem 流程落地
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## Sources
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- [[ctp-topic-30-managing-change]]
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