Atlassian Jira for service projects
.svg)
.svg)
.svg)
Machine Learning Engineer
1. introduction to Jira Service Management
- Overview of service desk functions
- Creating a service desk project
- Basics of service project administration
2. configuration of request types and queues
- Define and customize request types
- Create and manage queues
- Structuring workflows for service projects
3. service level agreements (SLAs)
- Understanding and applying SLA concepts
- Create SLAs in Jira Service Management
- Use reports and monitoring for SLAs
4. integration and extensions
- Linking with a Confluence knowledge base
- Adding and setting up e-mail accounts
- Customize branding of customer portal and help desk
5. user and rights management
- Add agents, customers and other Jira users
- Manage rights and roles
- Best practices for access in the service desk
6. automation in the service desk
- Basics of automation rules
- Create and adapt rules
- Increased efficiency through automation
Requirements:
Basic knowledge of Atlassian Jira is required.
You will learn how to set up and administer a complete service project in Jira Service Management.
You are able to specifically configure request types, queues and SLAs.
You know how to integrate Confluence as a knowledge base and customize your service portal.
You can create automation rules to make processes more efficient.
You will gain confidence in dealing with user and rights management for your service desk.
This training training is conducted in a group of a maximum of 12 participants using the Zoom video conferencing software.
Individual support from the trainers is guaranteed - in the virtual classroom or individually in break-out sessions.
The training combines theory with practice: live demonstrations by experienced trainers alternate with practical exercises in the Atlassian Cloud environment.
You will receive a manual (slides + notes) and a workbook in PDF format (both in English) as course materials.
The training is aimed at Jira administrators who set up or manage a service desk with Jira Service Management. Anyone who is responsible for the setup and administration of Jira Service projects will also benefit.
Basic knowledge of Atlassian Jira is required.
.svg)
