Level: Beginner

2 days


Fast track your service desk users

Get to understand the basics of using Jira Service Desk as a Jira Service Desk agent or user.

Pre-requisites

Jira Administrator training. Jira Service Desk admin is built on-top of Jira Administration concepts and it is not advised to do the training without first attending the Jira Administration training as the Jira configuration concepts will not be explained during this course. 2 years of practical Jira administration will also be accepted as entry into the course. Some key questions will have to be answered to determine if practical experience is sufficient for attending the course.

Who should attend

ITSM Managers, Service Desk Agents, Jira Service Desk users, your customers.

Learning objectives

The following learning outcomes can be expected after completing this Jira Service Desk Administrator course:

Basics of an ITIL service desk

Understand the key concepts of Jira Service Desk

Understand Jira Service Desk roles

Understanding how customers will use Jira Service Desk: customer portal and email

Understanding service requests types and how to work with a request

Understanding confluence as a knowledge base and how linking a knowledge base supports self-services

Understand how to use Jira Service Desk as an agent

How to log a call as a service desk agent

How to log calls on behalf of customers

Workflow a request

Request participants

SLA’s

Working with queues

Working with a confluence knowledge base

How to monitor service delivery via Jira Service Desk reports and Jira Dashboards

Course Dates


Register

To register for a spot, please complete our online registration form.

Book for 5 or more people and receive a 5% discount.
Book for 10 or more people and receive a 10% discount.