Overview
An expert instructor will teach your team how to set up and manage a service desk.
Your team will learn how to create a service desk for your customers and how to manage a service project using Jira Service Management. Your team will get hands-on experience performing the most crucial configuration tasks involved in setting up your service project and customer portal.
Throughout the course, your team will be able to ask organization-specific questions in real-time and get the answers they need. The team learning environment delivers engagement, retention, and collaboration, extending the benefits of an instructor-led course beyond instruction time.
Reserve Your Seat
$695 (USD)
Standard Delivery: 7 hours of instruction
GSA: $507.35 USD
Next Upcoming Course
There are currently no scheduled classes for this course.
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Managing Jira Service Projects Schedule
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Reserve your seat
There are currently no scheduled classes for this course. Please contact us if you would like more information or to schedule this course for you or your company.
Full Course Details
Course Introduction
- Course Goals and Learning Objectives
- Prerequisites and Success Guidelines
- Course Schedule and Structure
- Lab 1 – Logging into your site
Creating a Service Project
- Overview of Jira Service Management
- Service Project Use Cases (IT, HR, Internal Teams)
- Jira Roles and Responsibilities (Admins, Agents, Customers)
- Creating and Configuring a Service Project
- Lab 2 – Creating a Service Project
Requests and Queues
- Setting Up and Customizing Request Types
- Forms and Field Customization
- Customizing Workflow Statuses
- Creating and Managing Queues
- Best Practices for Portal Usability
- Exercise 1 – Setting Up Request Types
- Exercise 2 – Creating & Managing Queues
- Lab 3 – Requests & Queues
Configuring SLAs
- SLA Components (Metrics, Goals, Timeframes)
- Preconfigured and Custom SLA Examples
- SLA Calendars and Global Support Models
- Monitoring SLAs with Reports, JQL, and Dashboards
- Exercise 1 – Configuring SLAs
- Exercise 2 – Creating an SLA Monitoring Dashboard
- Lab 4 – Configuring SLAs
Using a Knowledge Base
- Benefits of a Knowledge Base for Customers and Agents
- Integrating Confluence with Jira
- Configuring Article Suggestions and Access
- Creating and Sharing Knowledge Base Articles
- Exercise 1 – Using a Knowledge Base
- Lab 5 – Using a Knowledge Base
Customizing Email Channel & Customer Portal
- Setting Up and Customizing the Email Channel
- Customizing Notifications and Request Type Mapping
- Branding the Customer Portal
- Branding the Global Help Center
- Exercise 1 – Branding Your Customer Portal
- Optional Exercise 2 – Branding Your Help Center
- Optional Exercise 3 – Changing Your Project Logo
- Lab 6 – Branding Your Customer Portal
Adding Users to Your Service Project
- Adding and Managing Agents
- Adding Customers and Customer Organizations
- Configuring Customer Permissions
- Involving Jira Users in the Workflow
- Exercise 1 – Adding Users to Your Service Project
- Exercise 2 – Adding Customers to Your Service Project
- Lab 7 – Adding Users to Your Service Project
Automating Your Service Project
- Overview of Jira Automation and Its Benefits
- Building Automation Rules (Triggers, Conditions, Actions)
- Using Smart Values and Rule Testing
- Jira Service Management Template Rules and Advanced Triggers
- Exercise 1 – View Jira Service Management Automation
- Exercise 2 – Create a New Jira Service Management Automation Rule
- Exercise 3 – Setting Up a New Preset Automation Rule
- Exercise 4 – Troubleshooting Automation Rules & SLAs
- Lab 8 – Automating Your Service Project
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
- IT managers.
After this course, your team will be able to:
- Configure and brand your customer portal
- Create queues and SLAs for your service team
- Use a linked knowledge base
- Add participants to your service project
- Automate common tasks
- Create and administer service projects