Jira Service Desk Administration

Jira Service Desk Administration

Course description

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 emphasized for each topic.

Should Cloud customers take this course?
It depends. What you learn in this course applies to Jira Service Desk Cloud. However, there are some differences The UI and navigation in the course differs from the Cloud product you have. If you are OK with this, then you will benefit from taking this course.

Objectives

After attending this course, attendees should be able to:

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

Anyone responsible for setting up a Jira Service Desk project which includes:

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.