Improve customer service, streamline your request process, and reduce service requests at your organization
Your team will learn how to set up and configure Jira Service Management for the ITSM practice of service request management in this expert instructor-led course.
After taking this course, your team 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
Give your whole team the knowledge to create a self-service knowledge base, automate common tasks, and use best practices to improve your service request management process.
Your team will gain hands-on experience using Jira Service Management, including Assets for asset management — along with Confluence for knowledge management. They’ll also learn how to create and interpret Jira Service Management reports to gain insights for improving the process.
Your team will experience 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 that your team is already familiar with the topics covered in Managing Jira Service Projects like queues, request types, SLAs, automation, and the customer portal.
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.
Questions about team training
How does my team training get scheduled?
Once you purchase a team training course, our delivery team will match your preferred date and time with an Atlassian Authorized Training Partner instructor.
How many attendees are in a class?
All team training has a limit of 15 attendees.
How much does team training cost?
Team training on-site: $7,500. Team training virtual: $3,000.
What if I need to cancel?
You can cancel or reschedule up to 3 business days before the class start date. See our refund policy here.
What payment do you accept?
Most major credit cards, bank transfer, and Atlassian University Training Credits (which have a 20% bulk purchase discount).
How can I get more details about how Atlassian University delivers team training?
Learn more about team training here (scroll to the Team Training section) →