Jira Service Management Essentials (Cloud)
- 1 Day
- Classroom, Webinar
Training Course Jira Service Management (Formerly Jira Service Desk) Essential training provides an understanding of features, functionality of Service Desk
About this course
Is this course right for me?
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.
Note: Does not include usage of Insight or OpsGenie.
Objectives and outcomes
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.
Prerequisites
-Access to a laptop.
-Internet connection
Modules breakdown
Module Sections
1. Introduction to Jira
- Issues
- Requests
- Projects
- Workflows
Lab Exercises
1. Access the training environment
2. Explore the interface
Module Sections
1. Overview and introduction to Jira Service Management
- Getting help
2. The customer portal
3. Home screen
4. Ticket creation
- Attachments
- By email requests
5. Request types
6. My requests
7. Ticket interactions
- Knowledgebase
Lab Exercises
1. Navigate the customer portal
2. Open a request
3. View a request status
4. Add an attachment
Module Sections
1. The agent view
2. Service Desk queues
- Overview
3. Ticket activities
- Raise requests on behalf of a customer
- Canned responses
- Ticket appearance
- Ticket participants
4. Workflow and status
5. Approvals
6. Knowledgebase
Lab Exercises
1. Using the Service Desk queues
2. View your own assigned tickets
3. Respond to a request
4. Action a request
5. View request status
Module Sections
1. Business projects
2. Software projects
3. Viewing Issues
4. Editing Issues
5. Attachments
Lab Exercises: Creating Issues
1. Log in as a collaborator
2. Clone and move an Issue
3. Edit an Issue
4. Attach a file
Module Sections
1. Searching
2. Advanced searching
3. Filters
Lab Exercises
1. Search for Issues
2. Basics of JQL
3. Save a filter
Module Sections
1. SLAs
2. Service Desk reports
3. Jira reports
4. Dashboards
Lab Exercises
1. Check your performance
2. Run a report
3. Create a dashboard
Module Sections
1. Incident management
2. Service requests
3. Change management
4. Problem management
5. Self-service (Confluence/Statuspage)
6. Asset control
Lab Exercises: Common uses
Group exercise: Design a workflow that works for you
“The instructor is very knowledgeable on the products and it was valuable having the training on-site. The instructor assessed the relevant experience of the class and structured the training based on that experience, which made the class interesting and very useful!”
Jim, Northrop Grumman
Download our training brochure
Our Atlassian training courses were designed for users of all abilities, to equip teams with the skills for success. Clearvision’s Atlassian training covers the full software development lifecycle – and includes collaboration strategies and project management techniques. Download a brochure and learn more about Atlassian training.
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