Jira Service Desk Essentials (Cloud)

Jira Service Desk Essentials (Cloud)

  • 1 Day
  • Classroom, Webinar

This Clearvision Atlassian Jira Service Desk (Cloud) Essentials training course provides an understanding of the features and functionality of Service Desk for Jira.

About this Course

Is this course for you?

This course is ideal for anyone new to the Atlassian Cloud version of  Jira Service Desk from the perspective of customers, agents and internal collaborators, no previous experience with Jira is required.

Objectives & Outcomes

At the end of the Clearvision Atlassian Jira Service Desk Essentials training course students will understand basic Atlassian Jira concepts.

They’ll able to assist customers in raising service requests while using Jira to manage your service desk queues, SLAs and customer satisfaction

Pre-Requisites

  • Access to laptop
  • Internet connection

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 Desk

  • 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

  • Knowledge Base

Lab Exercises

1. Navigate the customer portal

2. Open a request

3. View 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. Knowledge base

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 / Status Page)

6. Asset Control

Lab Exercises: Common uses

Group exercise: design a workflow that would work 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

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