Introduction
You will gain a strong understanding of Jira Service Management by attending this course. This course will teach you how to create and configure a service desk, including branding, queues, SLA and automation. In addition, several examples will be given on how to best utilize the functionalities. Jira Service Management is popular because it provides a simple and easy-to-use service desk that integrates with other Atlassian tools. Jira Service Management is ITIL-certified and integrated with Confluence as a knowledge base.
This course is aimed at cloud, server and data center
Participant profile
This course is for those who want fundamental knowledge of Jira Service Management or who already have basic knowledge of administering Jira. The course is also for those of you who are responsible for configuring the service desk.
Content
Introduction to Jira service management.
Setting up the service desk.
Setting up query types.
Creating queues for service teams.
Creating the SLA.
Connect Confluence as a knowledge bank.
Mapping Email to receive queries.
Setup and branding of the customer portal.
Adding service agents, customers and other Jira users.
Service desk automation.
Yields
After the course you will be able to:
Create a service desk project.
Create service desk queues.
Link the service desk to Confluence as a knowledge base.
Add agents, customers and Jira users.
Set up query types.
Create SLAs.
Set up and style the customer portal.
Create and customize automated workflows.
Course material
The course is in Danish and the material in English. Our material is developed by Atlassian. At the beginning of the course, you will receive a compendium with various slides and exercises. At the end of the course, participants receive an Atlassian-issued diploma.
Find the date of your next course here
Are you interested in this course?
Contact us via the form below and we will contact you with more information about the course.
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