We provide virtual course about Jira Service Management Essentials (Cloud). Training Course Jira Service Management (Formerly Jira Service Desk) Essential training provides an understanding of features, functionality of Service Desk.
Course description:
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.
Course outline:
Module 1 - JIRA Key Concepts:
• 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
Lab Exercises:
• Navigate the customer portal
• Open a request
• View request status
• Add an attachment
• Request types
• My requests
• Ticket interactions
• Knowledgebase
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
Target 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
Language:
• The course is given in english