£480 – £600

Multiple Dates

JIRA Admin: getting a service desk up and running

Event Information

Share this event

Date and Time

Location

Location

Glasgow

1 Aurora Avenue

Clydebank

G81 1BF

United Kingdom

View Map

Refund Policy

Refund Policy

Refunds up to 7 days before event

Event description

Description

This is an official Atlassian training course delivered in a classroom environment. With hands-on lab exercises and access to training content developed by the team at Atlassian, you are guaranteed to learn new and valuable skills!

All official Atlassian training courses are professionally developed and maintained by Atlassian, meaning that you get direct access to official course material and hands-on lab exercises.

The courses are delivered by Atlassian authorised instructors here at New Verve Consulting, who have years of experience using and administering JIRA and Confluence.

Course Description

In this course, attendees learn how to get a service desk up and running using JIRA Service Desk.

Attendees work through a variety of business use cases using a pre-configured JIRA Service Desk instance to aid understanding of administration and best practices.

After attending this course, attendees will be able to configure and brand customer portals, create queues and SLAs, link knowledge bases, add participants, and add automation rules to a service desk.

High-Level Topics

1. Introduction to JIRA Service Desk
2. Creating a service desk
3. Setting up request types for your customers
4. Creating queues for your service teams
5. Creating service level agreement (SLA) metrics
6. Linking your service desk to a Confluence knowledge base
7. Adding an email address to accept email requests from your customers
8. Branding your customer portal and global help desk
9. Adding agents, customers, and other JIRA users to your service desk
10. Automating your service desk

Course Objectives

After attending this course, attendees should be able to:

• Create a service desk project
• Set up request types
• Create queues
• Create service level agreement (SLA) metrics
• Link your service desk to a Confluence knowledge base
• Add an email account
• Brand your customer portal and global help desk
• Add agents, customers, and other JIRA users
• Create and customize automation rules

FAQs

Are there any prerequisites?

If you're solely responsible for setting up a Jira Service Desk project, there are no prerequisites.

If you're also responsible for setting up Jira company-wide, you should have completed Jira Administration Part 1 or have equivalent experience.

Who should attend?

This course is designed for anyone responsible for setting up a JIRA Service Desk project which includes:
JIRA Administrators
Service Desk Administrators
Service Desk Managers
Team Managers
IT Managers

How long is the course?

7 hours

What about transport and/or parking?

Clydebank train station is a 10-minute walk from the training room and there is ample free parking on-site. Clydebank is a 15-20 minute journey from Glasgow city centre.

Share with friends

Location

Glasgow

1 Aurora Avenue

Clydebank

G81 1BF

United Kingdom

View Map

Refund Policy

Refunds up to 7 days before event

Save This Event

Event Saved