Key features

• Extensive training: Dive deep into the functionalities of Jira Service Management over two intensive days, covering key aspects from project and portal setup to advanced customization.
• Hands-on exercises: Gain practical experience through interactive exercises, allowing attendees to apply their learning directly and strengthen their skills in a real-world context.
• ITSM configurations: Master the configuration of ITSM features, including service, change, incident, and problem management, to streamline your service desk operations and enhance customer satisfaction.
• Automation techniques: Discover popular automation methods within Jira Service Management, enabling you to automate repetitive tasks, improve efficiency, and reduce manual effort.

Course Outline

• Atlassian and Jira basics
• Jira Service Management vs Jira Software vs Jira Work Management
• Customer functionality
• Agent functionality (Queue and ticket management, Linking tickets to other projects, Using the knowledge base, Viewing report, Managing customers)
• Project administration (Queues, Reports, Project membership, Request types, Portal settings, Email requests, Notifications, CSAT, Knowledge base administration, SLAs)
• Automation
• Approvals
• Global administration
• Apps
• ITSM features (Service requests, Incidents, Changes, Problems, Post-incident reviews)