Jira Service Management

This training is meant for people working in support and for Jira Service Management project administrators.

• The course taker has a good user knowledge of Jira.
• Basic ITIL knowledge is welcome.

• What is Jira Service Management
• Licencing and user management
• Types of portals– customer and internal
• Portal – setting up, customization
• Types of projects
• Types of unique issues in Jira Service Desk – Bug, Incident, Service Request
• Workflows – creation, editing
• Screens – settings and working with them
• Creation of Queues and managing them
• Reporting in Jira Service Desk
• SLA – settings and management
• Customer satisfaction – settings and management
• Using Confluence as knowledge base – connection and settings
• Automation – settings and management
• Roles and groups – how to use them in projects
• Permissions – settings and troubleshooting
• Email notifications – settings and management
• Frequently used plugins for Jira Service Desk