Jira Service Desk Administration

$1075 aud
$975 aud
Before Oct 1, 2020
Thu Oct 15, 9:00 AM - 4:00 PM (AEDT)
Online - Remote Training (Live Instructor)  

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 emphasised for each topic.

Note: this course is not suitable for users of Jira Cloud.

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
Due to current disruption, we have reworked our courses and are currently delivering all current public courses as a remote training course. This 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

Atlassian Trainer

GLiNTECH Training Team
Online - Remote Training (Live Instructor)
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