Learn how to effectively use Jira Service Desk for IT Service Management (ITSM/ITIL) in this 2 hours 30 minutes course. By the end of the course, you will be able to create projects, raise tickets, customize workflows, set up request types, configure customer portals, manage permissions, and optimize customer notifications. The course employs a hands-on approach, guiding you through practical exercises to enhance your skills in utilizing Jira Service Desk. This course is designed for IT professionals, service desk managers, and anyone looking to streamline their IT service management processes using Jira Service Desk.
Overview
Syllabus
Jira Service Desk - Quick Introduction, Creating a Project and Raising Tickets.
Jira Service Desk - Create your own queue.
Jira Service Desk - IT Service Desk Workflows.
Jira Service Desk - Create a request type.
Jira Service Desk - Hide fields and setting default field values.
Jira Service Desk - Customise Customer Portal and Help Centre.
Jira Service Desk - Application level configurations.
Jira Service Desk - Customer permissions.
GetAnswers - Displaying transition buttons on the customer portal.
Jira Service Desk - Customer notifications.
Jira Service Desk - Custom notification with Automation.
GetAnswers - Best practice to setup support levels.
Taught by
Ravi Sagar
