Jira Administration: Getting a service desk up and running
Duration
9.5
hours
Location
Online
Language
English
Code
ATL-007
Training for 7-8 or more people?
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for your specific needs
Description
This course offers participants 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.
After completing the course, a certificate
is issued on the Luxoft Training form
is issued on the Luxoft Training form
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
Target Audience
- Jira Administrators
- Service Desk Administrators
- Service Desk Managers
- Team Managers
- IT Managers
Prerequisites
- If you're solely responsible for setting up a Jira Service Desk project, there are no prerequisites.
- If you're also responsible for setting up Jira company-wide, you should have completed Jira Administration Part 1 or have equivalent experience.
Roadmap
- 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