Jira Service Management: Administration on LinkedIn

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In this course, you’ll learn how to set up and administer Jira Service Management so customers can create requests, support agents can provide the help users need, and leadership can measure effectiveness.

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Format Online Course

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Course Contents

Introduction

  • Administration in Jira Service Management
  • Who is this course for?
  • What do you need for this course?

Using Jira Service Management

  • 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
  • Chapter Quiz

Jira and JSM Differences

  • JSM feature overview
  • Types of users
  • Additional permissions
  • Additional notifications
  • Chapter Quiz

Setting Up a Test Environment

  • Test environment tips
  • Choose a test environment
  • Create a test environment
  • Chapter Quiz

Managing Project Settings

  • 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
  • Chapter Quiz

Creating Service Level Agreements

  • SLA overview
  • Use and create SLAs
  • Manage SLA calendars
  • Troubleshoot SLAs
  • Challenge: Create an SLA
  • Solution: Create an SLA
  • Chapter Quiz

Using Automation

  • Automation overview
  • Create automation rules
  • Challenge: Create an automation
  • Solution: Create an automation
  • Chapter Quiz

Using Reporting

  • Reporting overview
  • Using reports
  • Using queues
  • Measuring customer satisfaction
  • Challenge: Create a report
  • Solution: Create a report

Conclusion

  • Next steps

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