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

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 Management administration, and best practices are emphasised for each topic.

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

Topics

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

Online Course
All our public courses are run as remote, on-line training and will:

Be conducted over video conferencing and screen sharing
Have a live instructor doing presentations and demonstrations
Have web-based lab instances for you to complete all hands-on activities
Provide online versions of all notes and workbooks
Include interactive discussion, quizzes and polls

Managing Jira Service Projects