This course gives you a solid introduction to getting a service desk up and running using Jira Service Management. You will get hands-on experience performing the most crucial configuration tasks to set up your service desk.
Should Cloud customers take this course? It depends. What you learn applies to Jira Service Management Cloud, however the UI and navigation differ from the Cloud product. If you are comfortable with this, you will benefit from taking this course.
Topics include configuring and branding your customer portal, creating queues and SLAs for your service team, linking a knowledge base, adding participants and automating your service desk. The course includes a variety of business use cases, and best practices are emphasised for each topic.
What you’ll learn
- Create a service management 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 customise automation rules
Topics covered
- 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
- Branding your customer portal and global help desk
- Adding agents, customers and other Jira users
- Automating your service desk
Who should attend
Anyone responsible for setting up a Jira Service Management project, including Jira administrators, service desk administrators, service desk managers, team managers and IT managers.
Prerequisites
If you are solely responsible for setting up a Jira Service Management project, there are no prerequisites. If you are also responsible for setting up Jira company-wide, you should have completed Jira Administration Part 1 or have equivalent experience.