GLiNTECH - a Valiantys company

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