JIRA Administration: Getting a service desk up and running

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.

Duration:  7 hours
Level: Introductory to intermediate

Objectives

  • 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

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 the Technical FAQ sections page here.