Overview Implement and maximize your use of Jira Service Management in your enterprise with this 2-day class designed for administrators and service desk managers. Attendees practice project and portal setup and customization, configuring ITSM features such as service, change, incident, and problem management, and using popular automations.
Strategy Focused on retention, Valiantys courses are always live, online, interactive workshops designed to leave users confident in their understanding and use of the tools and processes.Valiantys real-world examples and industry-leading best practices to convey the material in a clear and logical progression.Our instructors are Atlassian-certified professionals who are ready to answer your questions.
Class workshops take place in non-production environments where participants have the opportunity to practice in a realistic setting that can be cross-referenced after completing the course.
Outline
- Atlassian and Jira basics
- Jira Service Management vs Jira Software vs Jira Work Management
- Customer functionality
- Agent functionality
- Queue and ticket management
- Linking tickets to other projects
- Using the knowledge base
- Viewing report
- Managing customers
- Project administration
- Queues
- Reports
- Project membership
- Request types
- Portal settings
- Email requests
- Notifications
- CSAT
- Knowledge base administration
- SLAs
- Automation
- Approvals
- Global administration
- Apps
- ITSM features
- Service requests
- Incidents
- Changes
- Problems
- Post-incident reviews
- Opsgenie introduction
- Assets introduction
- Statuspage introduction
Outline here
Upcoming Dates