Jira Administration:

Getting a service desk up and running

Available for +

Cloud & Server/DC versions of Jira

Overview

This course gives you a solid introduction to getting a service desk up and running using Jira Service Desk.

You'll get hands-on experience performing the most crucial configuration tasks to set up your service desk. 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, and best practices are emphasised for each topic.

Note: This course uses the Server/DC version of Jira Service Management (formally known as Jira Service Desk) and is delivered on Jira Server.
Jira Cloud customers can take this course, noting there are a few small UI differences between versions. Your trainer will point out any important differences.

What is covered in the course?

Introduction to Jira Service Desk
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

Who should attend?

Anyone responsible for setting up a Jira Service Desk project which includes: Jira Administrators, Service Desk Administrators, Service Desk Managers, Team Managers and IT Managers.

Format & Duration

This full day course is organised and led by GLiNTECH and their instructors.

It's run online as a remote session and will:

Have a live instructor doing presentations and demonstrations
Include interactive discussion, Q&A, interactive polls and more
Have web-based lab instances for you to complete all hands-on activities
Provide soft copies of all notes and workbooks.

Price

GLiNTECH trainers are all Atlassian Certified Professionals and Authorised Instructors for Atlassian University