Jira Service Management: Administration

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Offered byLinkedin Learning

Jira Service Management: Administration
at
Linkedin Learning
Overview

Learn how to use Jira Service Management for service projects and support teams

Duration	3 hours
Total fee	₹899
Mode of learning	Online
Difficulty level	Intermediate
Credential	Certificate

Jira Service Management: Administration
at
Linkedin Learning
Highlights

Earn a certificate of completion from LinkedIn Learning

Jira Service Management: Administration
at
Linkedin Learning
Course details

Skills you will learn

Service Management Change Management

More about this course

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

Jira Service Management: Administration
at
Linkedin Learning
Curriculum

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

Jira and JSM Differences

JSM feature overview

Types of users

Additional permissions

Additional notifications

Setting Up a Test Environment

Test environment tips

Choose a test environment

Create a test environment

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

Creating Service Level Agreements

SLA overview

Use and create SLAs

Manage SLA calendars

Troubleshoot SLAs

Challenge: Create an SLA

Solution: Create an SLA

Using Automation

Automation overview

Create automation rules

Challenge: Create an automation

Solution: Create an automation

Using Reporting

Reporting overview

Using reports

Using queues

Measuring customer satisfaction

Challenge: Create a report

Solution: Create a report

Conclusion

Next steps

Jira Service Management: Administration
at
Linkedin Learning
Faculty details

Rachel Wright

Rachel has a unique set of skills and experience you won’t find elsewhere. As the founder of a Web Development company (13 years), she understands business, software development tools, and lived the software development life cycle.

Jira Service Management: Administration
at
Linkedin Learning
Students Ratings & Reviews

4/5

1 Rating

3-4
1

Poreddy Sagar Reddy

Jira Service Management: Administration

Offered by Linkedin Learning

Learning Experience: . This course was designed to guide basic Jira users down the path to successful Jira administration, helping them master the tools and best practices that make a Jira instance robust and efficient. Instructor Rachel Wright covers the basic skills and processes needed to successfully administer and customize a Jira instance. Learn how to manage users, roles, and groups; create projects; build new workflows from scratch; manage notifications to your users; and more.

Faculty: Rachel Wright is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. Rachel started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016. She is the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes. Rachel also uses Atlassian tools in her personal life for accomplishing goals and tracking tasks. She wrote her first book, Jira Strategy Admin Workbook, in Confluence and tracked its progress in Jira. Yeah, the course curriculum is updated and comprehensive, I liked the course because I love Jira administration, course resources and video content quality is really good and we do have assessments after each module

Course Support: No career support provided

Reviewed on 26 Jun 2022Read More