In this course, you will learn:
- How to help your service teams by creating queues and automating common tasks
- How to help your customers by creating SLAs and customizing the Customer Portal & more
- How to create and administer your service projects
Learn how to set up and configure Jira Service Management to fit your business and customer needs
This hands-on course is an introduction to creating a service desk for your customers and managing a service project using Jira Service Management. You'll get experience performing the most crucial configuration tasks to set up your service project and customer portal. Topics include configuring and branding your customer portal, creating queues and SLAs for your service team, using a linked knowledge base, adding participants, and automating your service project. The course includes a variety of business use cases to assist you in understanding how to manage a service project, and best practices are emphasized for each topic.
This course is designed for anyone setting up a Jira service project in Jira Service Management, including Jira administrators, service project administrators, service project managers, team managers, and IT managers. This course is designed for Cloud, Data Center, and Server customers.
If you're solely responsible for setting up a Jira service project, there are no prerequisite courses or experience needed. If you're also responsible for setting up Jira company-wide, you should have completed Jira Administration, Part 1 or have equivalent experience.
Introduction to Jira Service Management
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