Target group
The training is intended for support staff and for administrators of Service Management projects.
Course structure
- What is Jira Service Management
- Licensing and user management
- Portal types – customer, internal
- Portal – setup and customization
- Project types – how Service Desk projects differ from standard ones
- Unique issue types in Jira Service Management – Bug, Incident, Service Request
- Workflows – creation and management
- Screens – configuration and usage
- Queue creation and management
- Reporting in Jira Service Management
- SLA – configuration and usage
- Customer satisfaction – setup and usage
- Reporting in Jira Service Management
- Use of Confluence as a knowledge base – integration and configuration
- Automation – setup and usage
- Roles and groups – how to use them in projects
- Permissions – configuration and troubleshooting
- Email notifications – setup and management
- Frequently used plugins for Jira Service Management
