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Home Courses Jira Server Administration: Getting a Service Desk up and Running

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Jira Server Administration: Getting a Service Desk up and Running

Length: 1 Day    Cost: $0 + GST    Version: Jira

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About this Course

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.



Audience


Anyone responsible for setting up a Jira Service Desk project which includes Jira Administrators, Service Desk Administrators, Service Desk Managers, Team Managers and IT Managers

Prerequisites

  • f 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.

At Course Completion

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 customise automation rules

Course Outline


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

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