Jira Administration: Getting a service desk up and running (On Demand)

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To register for this course please click "Register" below. If you are registering for someone else please check "This is for someone else".

The training is priced from $ 400.00 USD per participant



Summary

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.

Duration:  7 hours
Level: Introductory to intermediate

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.

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

What is On Demand format?

On Demand courses are great if you like to learn on your own, at your own pace, and you want to get started right away. They include the same content and hands-on labs as our instructor-led classes, and you can access the recordings and demos for up to 30 days from your date of purchase. You can pause, skip and replay as much as you like. You’ll also get access to your own lab environment for a 24-hour timeframe to perform guided exercises.

With On Demand courses, your training is available immediately and expires 30 days from the time of purchase (no exceptions​)​. If you aren't sure when you'll start your course, we recommend that you buy training credits! With training credits you can redeem your courses whenever you want within that 1 year. While the 30 day clock still remains, you choose when to trigger the clock by choosing when to purchase your class!

Important Note: Once you use your training credits to buy an On Demand course, the 30 day clock begins on that date.

Setup Requirements

Students use an individual virtual lab machine for hands-on exercises. This requires access to a fast broadband Internet connection with a capable computer.

Please review our Technical FAQ sections page here.

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.

Click on the "Course Resources" tab to access your Virtual Lab.

Important

  • Plan your lab time - you have only 24 consecutive hours to complete all of the exercises.
  • Please complete the survey to let us know how your course went.

Duration

7 hours

This class is offered in various formats:

On Demand
Team Virtual
Team Onsite

Before you Purchase: If you're not sure when you'll start your On Demand course, purchase it using training credits instead. Otherwise the 30-day clock starts ticking when you purchase from here.