GLiNTECH - a Valiantys company

This course gives you a solid introduction to getting a service desk up and running using Jira Service Management.

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 Management administration, and best practices are emphasised for each topic.

Note: This course uses the Cloud version of Jira Service Management (formally known as Jira Service Desk) and is delivered on Jira Cloud. Jira DC/Server customers can take this course, noting there are a few small UI differences between versions. Your trainer will point out any important differences.

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
All our public courses are run as remote, on-line training and 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
• Include interactive discussion, quizzes and polls