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Jira Service Management 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 Management 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
Attendees profile
- Advanced users wanting to make informed decisions
around system implementation - Service desk managers
- Future Jira Service Management administrators (in order to be an administrator of Jira Service Management, you also need to understand Jira administration)
Prerequisite
None required
Goals
- Understand how to use Jira Service Management 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 Management for?
- Profiles and roles of users
- Main use cases
Being a Jira Service Management agent
- The agent’s workspace
- Handling requests
- Feeding the knowledge base
The back end of Jira Service Management: underlying concepts
- Projects and issues
- Workflows
- Security features
The back end of Jira Service Management: configuration
- Portal settings
- Request types
- Service Level Agreements
Using Jira Service Management with Confluence as a knowledge base
- An overview of Confluence
- Integrating Jira Service Management and Confluence
Integrating Jira Service Management in a broader system
- Integrating Jira Service Management with a Jira Software instance
- Integrating Jira Service Management with a LDAP
- Jira Service Management and CMDBs
"The reception when entering Valiantys' office was really nice and everyone was very friendly. The course wasn't too rushed. My experience felt special as it was delivered one-on-one, which was really nice. It answered some questions I had for my current implementation."
