Jira Service Management Boot Camp | Live Online | April 16-17, 2024
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
1. Atlassian and Jira basics
2. Jira Service Management vs Jira Software vs Jira Work Management
3. Customer functionality
4. Agent functionality
5. Queue and ticket management
6. Linking tickets to other projects
7. Using the knowledge base
8. Viewing report
9. Managing customers
10. Project administration
11. Queues
12. Reports
13. Project membership
14. Request types
15. Portal settings
16. Email requests
17. Notifications
18. CSAT
19. Knowledge base administration
20. SLAs
21. Automation
22. Approvals
23. Global administration
24. Apps
25. ITSM features
26. Service requests
27. Incidents
28. Changes
29. Problems
30. Post-incident reviews
31. Opsgenie introduction
32. Assets introduction
33. Statuspage introduction
Have questions? Send us a message at training.na@valiantys.com. We're always happy to help!