Jira Administration: Getting a service desk up and running

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.
Code: ATL-007
Duration: 9.5 hours

Description

This course offers participants 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.

Roadmap

  • 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

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

Target Audience

  • 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.


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Bucharest €590
Krakow €590
Wroclaw €590

Invoices for the course will be issued in local currency. All fees above can change according to training location and delivery mode and are subject to change while scheduling. For individual participants the price is as displayed. For legal entities VAT is added to the displayed price.

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Luxoft Warsaw - Warsaw Spire, plac Europejski 1, 00-844 Warszawa
Dimitrie Pompeiu nr 5-7 , building C, Et. 5, sect 2, Bucharest, 014459

Contact phone:

021 371 4858
Luxoft Poland Wroclaw - Silver Tower pl. Konstytucji 3-go Maja 3 50-048 Wroclaw
Aleja Generała Tadeusza Bora-Komorowskiego 25, Quattro Business Park Five, 31-476 Kraków, Poland

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+48 122110650
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