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Jira Service Desk Administration

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Description

Jira Service Desk Administration 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.

Objectives

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

Jira Administrators
Service Desk Administrators
Service Desk Managers
Team Managers
IT Managers

Duration

1 day

Requirements

None

Curriculum

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

Resources

Agile PM

Getting started for service desk admins

Classes

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Date
Duration
Language
Format
Price Early bird
Price Regular
GTR

We provide

Online or On-site delivery

We created a personalised delivery strategy by offering blending learning

Communities of practice

Find a bunch of people who are on the same page with you

Engaged Learning

Engaging platform with gamification for collaboration and friendly competition

Interactive training

We created a personalised delivery strategy by offering blending learning

Learning efficiency

A special learning environment can boost learning efficiency

Learning everywhere

Available anywhere and anytime on your phone, computer or tablet

FAQ

Can you organise virtual training sessions or only face to face trainings?

Yes, you can choose an online or an offline training session. We use Knolyx, an e-learning platform, to make the process of online training and mobile learning delivery as efficient as a face-to-face training session. You can check here a complete list of features set.

Should we deliver online or offline classes?

That's up to you. We offer you an efficient learning environment and you can use it according to your needs: either online or offline. Nobody knows better than you and your team what you need, so we do not imposed some predefined criteria, we adapt to yours.

Can you customize courses to suit our particular requirements?

Yes. We offer training consultancy and we establish the most appropriate courses according to the specific needs and business objectives of your company.
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