Jira Service Management: Administration
2h 40mIntermediate2021-09-22
Authors
Rachel Wright
Entrepreneur, Process Engineer, and Atlassian Certified Jira Administrator
Course details
Are you an experienced Jira administrator who now needs to learn how to use Jira Service Management for service projects and support teams? In this course, Rachel Wright teaches you 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. Rachel details the ways in which JSM extends Jira with support-specific features, additional types of users and responsibilities, how to configure the customer portal and connect to a Confluence knowledge base for self-service, and how to use JSM for incident management, change management, services request, and support. She also goes into ways to configure request types, permissions, and notifications, along with how to create, manage, and troubleshoot service-level agreements.
Skills covered
JiraAtlassianAgile Software DevelopmentIT Service ManagementDevOpsNetwork and System AdministrationDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Administration in Jira Service Management
- 02 - Who is this course for
- 03 - What do you need for this course
1. Using Jira Service Management
- 04 - What is Jira Service Management
- 05 - How is JSM used
- 06 - Which application type do you have
- 07 - Which deployment type do you have
- 08 - Important terms and definitions
- 09 - Navigating the admin area
2. Jira and JSM Differences
- 10 - JSM feature overview
- 11 - Types of users
- 12 - Additional permissions
- 13 - Additional notifications
3. Setting Up a Test Environment
- 14 - Test environment tips
- 15 - Choose a test environment
- 16 - Create a test environment
4. Managing Project Settings
- 17 - Create a service project
- 18 - Leverage workflow differences
- 19 - Use and create request types
- 20 - Add agents, customers, and organizations
- 21 - Configure the customer portal
- 22 - Manage email requests
- 23 - Connect to a Confluence knowledge base
- 24 - Challenge - Create a request type
- 25 - Solution - Create a request type
5. Creating Service Level Agreements
- 26 - SLA overview
- 27 - Use and create SLAs
- 28 - Manage SLA calendars
- 29 - Troubleshoot SLAs
- 30 - Challenge - Create an SLA
- 31 - Solution - Create an SLA
6. Using Automation
- 32 - Automation overview
- 33 - Create automation rules
- 34 - Challenge - Create an automation
- 35 - Solution - Create an automation
7. Using Reporting
- 36 - Reporting overview
- 37 - Using reports
- 38 - Using queues
- 39 - Measuring customer satisfaction
- 40 - Challenge - Create a report
- 41 - Solution - Create a report
Conclusion
- 42 - Next steps