Atlassian Service Request Management Essentials
Improve your customer service, streamline your request process, and reduce service requests
Learn how to set up and configure Jira Service Management for the ITSM practice of service request management in this on-demand course.
After taking this course, you will be able to:
Set up a knowledge base for customer self-service
Automate common tasks to streamline the request process
Use best practices to reduce requests and improve your request process
About this course
Gain the knowledge to create a self-service knowledge base, automate common tasks, and how best practices can improve your service request management process.
You’ll not only get acquainted with Jira Service Management for service requests, but you’ll also learn about Assets for asset management — along with Confluence for knowledge management. You’ll discover how to create and interpret Jira Service Management reports to gain insights for improving the process.
This course covers both IT and business use cases, incorporating 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 we suggest you you’re familiar with the topics covered in Managing Jira Service Projects like queues, request types, SLAs, automation, and the customer portal.
Lessons include
Course Overview
Introduction to Service Request Management
Setting Up a Knowledge Base for Self-Service
Automating Service Requests
Automating Asset Management
Best Practices for Service Request Management
Materials in this course refer to ‘Assets’ previous brand name, ‘Insight’. Not to worry! Nothing else has changed besides the name. All functionality is the same as before. So you’ll get just as much learning out of this course.
