Jira Service Management

Data center

Introduction

You will gain a strong understanding of Jira Service Management by participating in this course. The course will teach you how to set up and configure a service desk, including branding, queues, SLA, and automation. In addition, several examples are given of how to utilize the functionality best. Jira Service Management is popular because it provides a simple and user-friendly service desk that can be integrated with other Atlassian tools. Jira Service Management is ITIL certified and integrated into Confluence as a knowledge database.

This course is aimed at cloud, server, and data center

Participant profile

The course is for those who want fundamental knowledge of Jira Service Management or who already have basic knowledge of managing Jira. The course is also for those who are responsible for configuring the service desk.

Content

  • Introduction to Jira service management.
  • Creation of service desk.
  • Setting up query types.
  • Creation of queues for service teams.
  • Creation of SLA.
  • Connect Confluence as a knowledge bank.
  • Linking Email to receive inquiries.
  • Setup and branding of the customer portal.
  • Adding service agents, customers, and other Jira users.
  • Automation of the service desk.

Pay-off

After the course you will be able to:

  • Create a service desk project.
  • Create service desk queues.
  • Link the service desk to Confluence as a knowledge base.
  • Add agents, customers, and Jira-users.
  • Setting up query types.
  • Creating SLAs.
  • Setting up and styling the customer portal.
  • Creating and customizing automated workflows

Course material

The course is in Danish and the material in English. Our material is developed by Atlassian. In the beggining of the course, you will receive a compendium with various slides and exercises. At the end of the course, the course participants receive an Atlassian-issued diploma.

Find the date for your next course here

Course overview

Are you interested in this course?

Please reach us through the form below. Then we will contact you with further information around the course.