Jira Service Management: Administration

Learn how to take support capabilities to the next level using Jira Service Management.

Introduction

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

1. 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

2. Jira and JSM Differences

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

3. Setting Up a Test Environment

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

4. 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

5. Creating Service Level Agreements

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

6. Using Automation

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

7. Using Reporting

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

Conclusion

• Next steps