Jira Service Desk is rapidly becoming the go-to tool for companies looking to quickly set up an efficient service desk to track and resolve their IT issues.
In our Jira Service Desk training session, we share insights into how the tool can be used to quickly manage incidents, problems and change requests submitted to IT teams. This session will also show you how to build a solution for your agents with a simple end-user interface and smart queues management.
Duration
1 day
Available formats
Public or private class, live online or on-site
Attendees profile
- Advanced users wanting to make informed decisions
around system implementation - Service desk managers
- Future Jira Service Desk administrators (in order to be an administrator of Jira Service Desk, you also need to understand Jira administration)
Prerequisite
None required
Goals
- Understand how to use Jira Service Desk efficiently
- Gain awareness of the tool’s capabilities
Course outline
Introduction to IT service desks
- What is an IT service desk?
- IT service desk glossary
- An introduction to ITIL
Who is Jira Service Desk for?
- Profiles and roles of users
- Main use cases
Being a Jira Service Desk agent
- The agent’s workspace
- Handling requests
- Feeding the knowledge base
The back end of Jira Service Desk: underlying concepts
- Projects and issues
- Workflows
- Security features
The back end of Jira Service Desk: configuration
- Portal settings
- Request types
- Service Level Agreements
Using Jira Service Desk with Confluence as a knowledge base
- An overview of Confluence
- Integrating Jira Service Desk and Confluence
Integrating Jira Service Desk in a broader system
- Integrating Jira Service Desk with a Jira Software instance
- Integrating Jira Service Desk with a LDAP
- Jira Service Desk and CMDBs
