Improve customer service

An expert instructor will teach you how to set up and configure Jira Service Management for the ITSM practice of service request management. You will experience hands-on learning with Assets for asset management and Confluence for knowledge management. You’ll cover both IT and business use cases, incorporating enterprise service management practices.

You will learn how to create a self-service knowledge base, automate common tasks, and incorporate service request management best practices to reduce requests and improve your request process. You'll explore both IT and business use cases and incorporate enterprise service management practices.

This course is designed for service project cloud administrators, Jira Cloud administrators, and members of service teams such as IT support managers, technical leads, customer service managers, and help desk managers.

Before taking this course, you should complete Managing Jira service projects or have equivalent experience with Jira service management, including queues, request types, SLAs, automation, and the customer portal.

The schedule includes one 45 minute break and several 10-minute breaks throughout the course.

After this course, you will be able to:

Create a service project
Set up a knowledge base for customer self-service
Run and interpret Jira Service Management reports to gain insight and make improvements

Lessons

Course overview
Introduction to service request management
Setting up a knowledge base for self-service
Automating service requests
Automating asset management
Improving and reporting on service request management

Atlassian Service Request Management Essentials