Course Overview
In the Service Request Management Essentials training for Cloud, participants will learn how to set up a knowledge base for customer self-service and how to automate common tasks to streamline the request process. You will learn best practices to reduce requests and improve your request process.
Participants will learn how to improve their customer service by streamlining the inquiry process and reducing service requests.
Learn hands-on how to set up and configure Jira Service Management for Service Request Management ITSM practices. Learn how to create a self-service knowledge base, automate common tasks, and how best practices can improve your service request management process.
This training covers both IT and business use cases and includes enterprise service management practices.
The goal of the training is to be able to use Jira Service Management, including Insight, for asset management and Confluence for knowledge management. After this training, participants will be able to create and interpret Jira Service Management reports to gain insights to improve their processes.
Moyens d'évaluation :
- Quiz pré-formation de vérification des connaissances (si applicable)
- Évaluations formatives pendant la formation, à travers les travaux pratiques réalisés sur les labs à l’issue de chaque module, QCM, mises en situation…
- Complétion par chaque participant d’un questionnaire et/ou questionnaire de positionnement en amont et à l’issue de la formation pour validation de l’acquisition des compétences
Who should attend
Cloud Service - Project Administrators, Jira Cloud Administrators, Service Team Members, IT Support Managers, Technical Leads, Customer Service Managers, Help Desk Managers.
Prerequisites
Training "Managing Jira Service Projects" or comparable knowledge
Course Content
- Introduction to Service Request Management
- Setting up a knowledge base for self-service
- Automation of Service Requests
- Automation of Asset Management
- Best practices for service request management
Moyens Pédagogiques :