Jira Service Management Agent

Training description

Jira Service Management is a request-tracking tool for support centres. It enables companies to receive, track, manage and resolve requests from customers or internal employees. Agents work on incoming requests and communicate with customers or employees.

The Jira Service Management Agent course covers its features and key concepts from an agent’s perspective. Participants learn to use the tool and manage requests efficiently. They gain a complete understanding of queues, SLAs, knowledge-base articles, notifications, internal comments and related functions.

The trainer alternates between presentation and live demonstrations in a running Jira application. Participants also receive access to a training instance where they can try the features during the course.

• The training covers Jira Service Management Server, Data Center and Cloud.
• The training is available in Slovak, English or German.

Training duration

3 hours

Schedule

9:00–12:00

Training price

• Online training: €400 excl. VAT (€480 incl. VAT)
• If you are interested in standard onsite training, please contact us and we will prepare an individual offer.

Target audience

Jira users who will become agents in Jira Service Management projects.

Participants are expected to know Jira at an end-user level and to be licensed Jira Service Management users in the target instance.

Training agenda

• Introduction to Jira Service Management – how it works, user and role types, requests vs. issues
• Customer management – project access and adding customers
• Sharing requests and request participants
• Organisations
• Service Management notifications
• Comments – visibility and canned responses
• Customer satisfaction
• Customer channels – Customer Portal, Help Center, announcements and e-mail requests
• Request types – fields and workflow statuses
• Queues
• SLAs – ongoing and completed SLAs
• Automation fundamentals
• Knowledge base – writing and sharing articles and search
• Service Management workflow functions – Customer Portal transitions and approvals
• Reports
• Service Management JQL
• Project users and collaboration with Jira users

Organisational information

Location

Online

E-mail: skolenia@eea.sk