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Atlassian Service Request Management Essentials

Atlassian Service Request Management Essentials

This course cannot currently be purchased. Please stand by while we build an exciting new learning experience. If you’d like more information, please refer to our landing page outlining the change and temporary purchase freeze.

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.

Develop your skills at your own individual pace
The on-demand training format for this course is designed for your busy life:
Pause and come back where you left off for up to 90 days.
All on-demand training is a wallet-friendly $39.
Upskill with engaging bite-sized modules or as part of a well-rounded learning path.
Rather bring live instruction to your whole team? Check out the team training for this course →

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.

Improve your customer service, streamline your request process, and reduce service requests