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ITSM with

Understand the core concepts of ITSM, and how best to address them using Jira Service Desk.

This course covers the JSD essentials to allow your agents to effectively manage requests, as well as advice on how to optimise and streamline processes to reduce the Mean Time to Resolution (MTTR) and automate your tasks.

It includes best practice tips and advice from an instructor with industry experience.



What is covered in the course?

  • ITSM concepts, ITIL, frameworks and best practice

  • Processes and workflows

  • Jira Service Desk essentials (Portal, SLA's, Queues)

  • Streamlining and Automation

  • Asset Management (overview)

  • Reporting & metrics


Who should attend?

This course is designed for Service Desk Managers and Service Desk Agents. Anyone on the team responsible for using JSD to service your customers.

Attendees do not need any prior knowledge of Jira.

 

Note: this course uses Jira Server, not Jira Cloud. What you learn in this course about Jira Service Desk applies to Jira Cloud (or any differences will be called out). However, the UI and navigation in the course differ from the Cloud product you have. If you are OK with this, then you will benefit from taking this course.


Format

This course is organised and led by GLiNTECH and their instructors. It's live and runs for 6 hours, including hands-on activities to apply the theory.

 

Price

Contact us below for prices



 

 

 

GLiNTECH trainers are certified Atlassian Trainers.