Jira_Service_Desk.pptx - Jira Service Desk User types and...

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Jira Service Desk
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User types and roles Admins Project administrators for your service desk can: Access all features in Jira Service Desk Manage users and roles in service desk projects Set up customer portals, request types, queues, reports and SLAs Perform all tasks that agents can
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User types and roles Agents Service desk team members who work on customer requests can: View the customer portal, queues, reports and SLA metrics for a project Add, edit, and delete customer-facing and internal comments on issues Add customers to a project Read knowledge base content Manage organizations (if allowed at the application level) Create knowledge base content (with a Confluence license)
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User types and roles Customers The people you serve through your service desk can: Raise requests via the customer portal or email channel Track their requests in the customer portal Comment on their requests Read knowledge base articles Approve other customers' requests Share requests with other customers (if allowed by customer permissions)
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How a service desk works Here's how your customers and service desk agents work together to resolve a request: Your customer submits a request to your service agents through a portal or via email. A service desk agent sees the request in their Jira Service Desk queue and looks into the issue. Your customer and other participants use the portal or email to discuss the request with your service desk agent, who works in Jira Service Desk. Your agent completes the request and your customer is satisfied!
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Queues
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Reports
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Project settings
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Customer portal
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ITIL workflows Jira Service Desk provides ITIL workflows in our IT Service Desk project template. The template and supporting best-practice guides help you get started with ITIL processes for managing: changes incidents problems and, other IT service requests The template includes a recommended service catalog and basic reports.
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Service request fulfillment The scope of service requests in Information Technology Infrastructure Library (ITIL) is large. Tasks can range from resetting a password to onboarding a new hire. Service requests include customer comments, complaints, or other requests for information. The service request fulfillment process: manages customer expectations speeds up request resolution standardizes any approval processes Effective service request management reduces the bureaucracy and cost of maintaining IT services.
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Service request fulfillment process 1. A customer requests help from your service catalog or via email. 2. The service desk assesses the request alongside pre-defined approval and qualification processes. If needed, they send the request for financial or business approval.
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  • Spring '18
  • Kuznetsov E.A
  • Information technology management, Information Technology Infrastructure Library, SERVICE DESK, Presentations, Books, It,

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