Jira Service Management Administrator

Training description

Jira Service Management Administrator training covers project administration and configuration, including access management, request types, Customer Portal and e-mail requests, queues, SLAs, automation rules, knowledge bases and reports.

Participants gain a complete overview and understanding of Jira Service Management project configuration with detailed explanations of its specific features. They learn to create, configure and manage Service Management projects and understand the relevant differences between Jira applications and Jira Service Management.

The trainer alternates between presentation and live demonstrations in a running Jira application. Participants also receive access to a training instance where they can try the features during the course.

• The training covers Jira Service Management Server, Data Center and Cloud.
• The training is available in Slovak, English or German.

Training duration

4 hours

Schedule

9:00–13:00

Training price

• Online training: €400 excl. VAT (€480 incl. VAT)
• If you are interested in standard onsite training, please contact us and we will prepare an individual offer.

Target audience

Jira Service Management project administrators, including users without Jira administrator permissions who configure Service Management projects, and Jira administrators.

Participants are expected to know Jira at an end-user level and to be licensed Jira Service Management users in the target instance.

Training agenda

• Introduction to Jira Service Management – Jira applications, users and roles, requests vs. issues, project templates and creating a new project
• Customer permissions, request creation and request sharing
• Request participants and organisations
• Customer channels – Customer Portal, Help Center and e-mail requests
• Request types – properties, field mapping, hidden and unsupported fields and workflow statuses
• Service Management notifications and customer satisfaction
• Queues
• SLAs – display, configuration, import and best practices
• Automation – templates, custom rules and best practices
• Knowledge base – configuration, access, agents, search and best practices
• Reports – standard and custom reports
• Service Management JQL
• Workflow functions – Customer Portal transitions and approvals
• Comments – visibility and canned responses
• Project users – adding agents and collaboration with Jira users
• Global and project permissions

Organisational information

Location

Online

E-mail: skolenia@eea.sk

Cloud and Data Center training also covers Assets

• Assets fundamentals
• Object and attribute views
• Relationships between object types
• AQL
• Asset fields
• Asset post functions in workflows
• Assets automation
• Useful extensions and add-ons