Jira Server Administration - Getting a service desk up and running

Course details

• Level

  Introductory to Intermediate

• Duration

  7 hours

• Objectives

  After attending this course, attendees should be able to:

  • 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 customize automation rules

• Audience

  Anyone responsible for setting up a Jira Service Management project which includes:

  • Jira Administrators
  • Service Desk Administrators
  • Service Desk Managers
  • Team Managers
  • IT Managers

• 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

• Cost

  £2,000 per unit

  (EXCL. VAT, UNIT = 10 ATTENDEES)

  ^{ON-SITE TRAINING CAN BE PROVIDED AT EXTRA COST (INSTRUCTOR TRAVEL EXPENSES, PROVIDING TRAINING FACILITIES, OR CUSTOMISING COURSES WILL INCUR EXTRA COSTS) PLEASE ENQUIRE FOR DETAILS.}