Get to understand the basics of using Jira Service Desk as a Jira Service Desk agent or user.
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.
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
Working with queues
Working with a confluence knowledge base
How to monitor service delivery via Jira Service Desk reports and Jira Dashboards
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.