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Jira Server Admin – JSM: Getting a service desk up and running

Official Atlassian Course: Jira Server Admin (JSM): Getting a service desk up and running

Group Rates Available

Description

Get a solid introduction to getting a service desk up and running using Jira Service Management with hands-on experience performing the most crucial configuration tasks. 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 to assist you in understanding Jira Service Desk administration, emphasizing best practices for each topic.

This is an official Atlassian University course. Includes hands-on exercises with a lab workbook and a slide deck provided in PDF format. Upon course completion attendees receive a certificate from Atlassian University.

Audience

Anyone responsible for setting up a Jira Service Management project including: Jira Administrators, Service Management Administrators, Service Management Managers, Team Managers, IT Managers.

Duration

7 hours

Suggested Pre-requisites

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, complete Jira Server Admin Part 1 or have equivalent experience.

High Level Topics

  1. Introduction to Jira Service Management
  2. Creating a service desk
  3. Setting up request types for your customers
  4. Creating queues for your service teams
  5. Creating service level agreement (SLA) metrics
  6. Linking your service desk to a Confluence knowledge base
  7. Adding an email address to accept email requests from your customers
  8. Branding your customer portal and global help desk
  9. Adding agents, customers, and other Jira users to your service desk
  10. Automating your service desk

Course Objectives

  • 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