Jira Service Management Boot Camp | Live Online | May 14-15, 2024

Description

Attendees practice project and portal setup and customization, configuring ITSM features such as service, change, incident, and problem management, and using popular automations.

Class 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