Course description

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 emphasized for each topic.

Should Cloud customers take this course?

It depends. What you learn in this course applies to Jira Service Desk Cloud. However, there are some differences The UI and navigation in the course differs from the Cloud product you have. If you are OK with this, then you will benefit from taking this course.

Objectives

After attending this course, attendees should be able to:

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

Audience

Anyone responsible for setting up a Jira Service Desk 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 Desk 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 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

Cancellation Policy

Some courses require a minimum number of participants in order to be held. If the minimum number is not reached five working days before the course date, the course may be cancelled. People who are signed up to the cancelled course will be offered the choice of a full refund or a place on the next course.

Important– If the course is cancelled for any reason then Know Business will not be held liable for any additional delegate costs incurred such as travel and accommodation.