Managing Jira Service Projects

Learn to create and manage service projects in Jira Service Management with hands-on guidance, real-time Q&A, and collaborative team learning—no prior experience required for project-level setup.

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.

Train up your teams with private group training

Have a group of 5 or more students? Cprime also provides specialist private training with exclusive discounts for tailored, high-impact learning.

Full course details

Course outline

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
Audience / prerequisites

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.
In this class you will learn how to

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

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