Training Course Jira Service Management (Formerly Jira Service Desk) Essential training provides an understanding of features, functionality of Service Desk.
By the end of this course, students will understand basic Atlassian Jira concepts.
They’ll be able to assist customers with raising service requests while using Jira to manage queues, SLAs and customer satisfaction levels.
Audience:
This course is ideal for anyone new to the Atlassian Cloud version of Jira Service Management (formerly Jira Service Desk), from the perspective of customers, agents and internal collaborators. No previous experience with Jira is required.
Prerequisites:
Basic knowledge of Windows Interfaces
No experience with JIRA necessary
Module 1: JIRA Key Concepts
1. Introduction to JIRA
Issues
Requests
Projects
Workflows
Lab Exercises
Access the training environment
Explore the interface
Module 2: The Customer View
Overview and introduction to Jira Service Management
Getting help
The customer portal
Home screen
Ticket creation
Attachments
By email request
Request types
My requests
Ticket interactions
Knowledgebase
Lab Exercises
Navigate the customer portal
Open a request
View request status
Add an attachment
Module 3: The Agent View
The Agent View
Service Desk Queues
Overview
Ticket Activities
Raise requests on behalf of a customer
Canned responses
Ticket Appearance
Ticket Participants
Workflow and Status
Approvals
Knowledgebase
Lab Exercises
Using the service desk queues
View your own assigned tickets
Respond to a request
Action a request
View request status
Module 4: The collaborator view
Business Projects
Software Projects
Viewing Issues
Editing Issues
Attachments
Lab Exercises
Log in as a collaborator
Clone and move an issue
Edit an issue
Attach a file
Module 5: Searching
Searching
Advanced searching
Filters
Lab Exercises
Searching for Issues
Basics of JQL
Save a filter
Module 6: Reporting
SLAs
Service Desk Reports
JIRA Reports
Dashboards
Lab Exercises
Check your performance
Run a report
Create a dashboard
Module 7: Common uses and best practices
Incident management
Service requests
Change management
Problem management
Self-service (Confluence/Statuspage)
Asset control
Lab Exercises: Common uses
Group exercises: Design a workflow that works for you