Jira Service Management Essentials for Agents (DC)

The Clearvision Jira Service Management Essentials for Agents training course 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 Agents and Customer. 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 JSM (Jira Service Management)

  • Overview
  • Projects
  • Issues
  • Requests
  • Workflows
  • Roles

Lab Exercises

1. Access the training environment

2. Explore the interface

Module Sections

1. The agent view

2. Service Desk queues

3. Progressing Work

  • Ticket appearance
  • Ticket participants

4. Updating Issues

  • Workflow and status
  • Comments

5. Approvals

6. Raise requests on behalf of a customer

7. Writing Knowledge Base articles

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. The customer portal

2 My requests

 

Lab Exercises

1. Navigate the customer portal

2. Create a request

3. View a request status

“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.

Download our training brochure

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