Atlassian-course

Course in Jira Service Management

How can you foster effective collaboration and streamline user support in your organization? Our courses provide a solid foundation in understanding Jira Service Management and promote best practices. By reducing time spent on confusing processes and improving efficiency, your team can focus on core tasks.

We offer both standard classroom courses and customized in-house training, delivered by certified consultants with extensive industry experience. Learn valuable tips and best practices to optimize your use of Jira Service Management.

Jira Service Management for agents

Typical participants: Project managers, team leaders and others who want to have an active role in answering and following up customer inquiries.
Duration: 1/2 day

Jira Service Management for Agents, is designed for those with some experience in Jira Service Management who are responsible for receiving and handling requests. This course will teach you how to effectively manage and work within the solution as an agent. You’ll learn how to create and configure new projects, as well as customize individual projects to meet specific needs. With best practices and insights into adjusting the customer portal, you’ll gain the skills to tailor your Jira Service Management projects to your team’s requirements.

Content of the Course:

After completing the course, you will be able to take on the role of Agent in the Service Desk with newfound confidence. You will know how to use advanced functionality tailored to the needs of your project or team. In the course, you will practice with practical tasks.

Best practice in configuration of Service Desk projects: Request types, Work queues, Communication with customers, Workflow
What are Service Level Agreements (SLAs)
How to build reports specifically for your needs
Advanced search with JQL including functions, date fields and case statuses
Configuration of dashboards for project or team
Understand and define the need for notifications: Subscription to filters
Manage users and customers into roles, implications for user rights and access

Jira Service Management for Administrators

Typical attendants: Experienced Jira-users administrating their organization’s service desk
Duration: 1 day

Jira Service Management for Administrators is designed for experienced Jira Service Management users who want to delve deeper into configuration. This course provides a comprehensive overview of how all functionalities are interconnected, giving you a robust toolkit. With insights into connecting building blocks, configuring Request Types, queues, and SLAs, as well as best practices, you’ll gain the knowledge to tailor the tool to your organization’s specific needs.

Content of the Course:

Upon completion of this course, you’ll have a deep understanding of how to configure Jira Service Management projects based on best practices. You’ll learn which customizations are necessary, possible, and should be avoided to ensure a future-proof and maintainable Jira Service Management instance. You’ll gain detailed knowledge of user groups, project and customer roles, and how to manage user permissions.

The course will delve into Service Desk specific functionalities such as request types, queues, and customer communication, as well as Service Level Agreements (SLAs) and reporting. Through hands-on exercises, you’ll develop the skills to create a user-friendly Jira Service Management setup tailored to your organization’s specific needs.

In-depth knowledge and practical tasks with all building blocks in Jira Service Management: Case types and how to establish new ones, Screenshots and how to establish new ones. Including workflow screenshots, Creating custom fields, Workflow, simple and advanced. Implications for project managers and end users, Creating automation rules.
Discussion and creation of work processes for customer inquiries and link these to case types, statuses and workflow
How to create request types, work queues and Service Level Agreements (SLAs) that meet the needs of the organization and the customers
How to establish new Jira projects, when and how to establish reuse across: Field configuration, Priority schemes, Global roles and groups, how to assign users to these
Establish access setups and issue security setups (issue security schemes)
Establish a notification form adapted to your company
Best practices for effective maintenance of Jira Service Management to ensure good performance