Overview
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Learn how to take support capabilities to the next level using Jira Service Management.
Syllabus
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Introduction
- Administration in Jira Service Management
- Who is this course for?
- What do you need for this course?
- What is Jira Service Management?
- How is JSM used?
- Which application type do you have?
- Which deployment type do you have?
- Important terms and definitions
- Navigating the admin area
- JSM feature overview
- Types of users
- Additional permissions
- Additional notifications
- Test environment tips
- Choose a test environment
- Create a test environment
- Create a service project
- Leverage workflow differences
- Use and create request types
- Add agents, customers, and organizations
- Configure the customer portal
- Manage email requests
- Connect to a Confluence knowledge base
- Challenge: Create a request type
- Solution: Create a request type
- SLA overview
- Use and create SLAs
- Manage SLA calendars
- Troubleshoot SLAs
- Challenge: Create an SLA
- Solution: Create an SLA
- Automation overview
- Create automation rules
- Challenge: Create an automation
- Solution: Create an automation
- Reporting overview
- Using reports
- Using queues
- Measuring customer satisfaction
- Challenge: Create a report
- Solution: Create a report
- Next steps
