Sketch Development Services, LLC

Quickly resolve customer requests

An expert instructor will teach you how to set up and manage a service desk.

You will learn how to create a service desk for your customers and how to manage a service project using Jira Service Management. You will get hands-on experience performing the most crucial configuration tasks involved in setting up your service project and customer portal.

This course is designed for anyone setting up a Jira service project in Jira Service Management, including Jira administrators, service project administrators, service project managers, team managers, and IT managers.

If you are solely responsible for setting up a Jira service project, there are no prerequisite courses or experience needed. But, if you are also responsible for setting up Jira company-wide, you should first complete Jira administration part 1 or have equivalent experience.

After this course, you will be able to:

• Configure and brand your customer portal
• Create queues and SLAs for your service team
• Use a linked knowledge base
• Add participants to your service project
• Automate common tasks
• Create and administer service projects

Lessons

• Course overview
• Creating a service project
• Requests and queues
• Configuring SLAs
• Using a knowledge base
• Customizing your service project channels
• Adding users to your service project
• Automating your service project

Logistics:

• Each participant will receive:
  • access to an individual Atlassian Cloud learning environment for at least one month after the course.
  • an Atlassian lab workbook designed for this course.
• Within 1 business day of registering, Sketch will send you a calendar invitation for the live virtual session.
• Cloud learning environments will be distributed within 1 week of the scheduled course, and lab workbooks come with the calendar invitation.
• The course schedule includes several 10-minute breaks throughout the day.