Jira Service Management for Support Team Leaders

Part 1: The Customer Journey

• How customers use JSM
• How agents interact with customers
• How all Jira users can become involved in resolving a request
• How JSM handles Feedback from our customer

Part 2: The Service Request / Response motion

• A single request: creation to completion.
• Getting more detail from the client
• Escalating to another team
• Available User Experience enhancements

Part 3: Managing your Service Catalog

• Working with your Jira Administrator to get started
• Creating your first Request
• Choosing between a simple or complex Request form
• Routing your request to the correct queue
• How JSM handles Email Requests, and “Tap on the Shoulder” Requests

Part 4: Form Design in Jira Service Management

• Why form design matters
• Creating a simple request form
• Creating a complex request form
• Advanced features of Forms: Hidden fields, dynamic form elements,

Part 5: Creating and Maintaining a Knowledge Base

• Creating knowledge base articles by helping customers
• Converting Word documents to JSM KB Articles
• Protecting “internal” KB articles
• How KB articles are surfaced to your customers

Part 6: Onboarding your team members

• Inviting JSM Agents to your project
• Inviting Jira users as SME collaborators to your project
• Using Jira project roles to grant permissions
• Introducing JSM to new agents
• Navigating Jira Service Management
• Working on customer requests 

Part 7: Inviting Customers to your service catalog

• How customers authenticate and access your service catalog
• Customer account creation overview
• How to invite customers to your service catalog

Part 8: Tracking customer satisfaction and setting expectations

• Built in Customer Satisfaction
• Creating and managing Service Level Agreements

Part 9: Transparency and Self Service

• Allowing customers to escalate or cancel a service request
• Using Announcements
• Socializing StatusPage for customers

Part 10: Automation

• An introduction to Jira’s “No Code” automation capabilities
• A simple assignment automation example
• Learning more about what you can do with Automations
• Automations that require Jira Admin assistance

Part 11: Escalation and Hand Offs

• Using short term solutions to inform long term improvements
• What to do if your customer’s request will take a long time to fulfill
• How JSM and Jira Software handle escalations between service conversations and product development backlog items
• Handing off requests between “Follow the Sun” teams 

Part 12: Managing Approvals

• How your Jira Admin configures your requests for Approvals
• Determine who will approve or deny a request
• How to conduct group approvals without a meeting

Part 13: Adapting your approach as your team matures

• Starting with manual process and then add automations
• Using dashboards and reports to track trends
• Further customizations available through Atlassian Marketplace apps

Professionals who would benefit from this training include:

• Team leaders from each service management team
• “Power user” team members that assist team leaders.

Students will learn how team leaders configure and use Service Management workflows in Atlassian tools:

• How to manage their Jira Service Management Project
• How JSM provides powerful Project Administration features to enables support teams to improve and tune how “their part” of the Service Catalog works (with support from Jira Administrators)
• How to improve the customer experience through effective use of JSM’s many tools, especially:
  • Form Design
  • Service Catalog Design
  • Clean escalations and Approvals
  • Automation and Reporting