This an introductory course to setting up Jira Service Management for your customers, internal users and service team. From branding to automation, this course covers everything you and your team will need to hit the ground running with this tool.

FULL DAY COURSE

This course applies to Server/Data Center or Cloud customers

Course description

Get a service desk up and running using Jira Service Management as an administrator. Using business cases, get hands-on experience with best practice performance in the most crucial portal configuration tasks.

After this course, you will be able to:

  • Create a service desk project
  • Set up request types
  • Create queues
  • Create service level agreement (SLA) metrics
  • Link your service desk to a Confluence knowledge base
  • Add an email account
  • Brand your customer portal and global help desk
  • Add agents, customers, and other Jira users
  • Create and customize automation rules
Audience

Anyone responsible for setting up a Jira Service Desk project” change to “Anyone responsible for setting up a Jira Service Management project.

Prerequisites
  • If you’re solely responsible for setting up a Jira Service Management project, there are no prerequisites.
  • If you’re also responsible for setting up Jira company-wide, you should have completed Jira Administration Part 1 or have equivalent experience.

 

Topics
  • Introduction to Jira Service Management
  • Creating a service desk
  • Setting up request types for your customers
  • Creating queues for your service teams
  • Creating service level agreement (SLA) metrics
  • Linking your service desk to a Confluence knowledge base
  • Adding an email address to accept email requests from your customers
  • Branding your customer portal and global help desk
  • Adding agents, customers, and other Jira users to your service desk
  • Automating your service desk