Mastering Atlassian Jira Service Desk Implementation and Configuration
Course Overview This comprehensive course is designed to equip participants with the knowledge and skills required to implement and configure Atlassian Jira Service Desk effectively. Upon completion, participants will receive a certificate issued by The Art of Service.
Course Curriculum Module 1: Introduction to Jira Service Desk
- Overview of Jira Service Desk
- Key Features and Benefits
- Understanding IT Service Management (ITSM) Principles
- Jira Service Desk Architecture and Deployment Options
Module 2: Setting Up Jira Service Desk
- Creating a Jira Service Desk Instance
- Configuring Basic Settings
- Understanding Service Desk Roles and Permissions
- Setting Up Service Desk Administrators
Module 3: Service Desk Configuration
- Creating and Managing Service Desks
- Configuring Request Types and Fields
- Setting Up Workflow and Status
- Managing Service Level Agreements (SLAs)
Module 4: Request Types and Fields
- Creating and Managing Request Types
- Configuring Custom Fields
- Using Field Configurations
- Best Practices for Request Type and Field Configuration
Module 5: Workflow and Status Configuration
- Understanding Jira Workflows
- Creating and Managing Workflows
- Configuring Status and Transitions
- Using Workflow Conditions, Validators, and Post Functions
Module 6: Service Level Agreements (SLAs)
- Understanding SLAs
- Creating and Managing SLAs
- Configuring SLA Metrics and Conditions
- Using SLA Reports and Dashboards
Module 7: Portal Configuration
- Creating and Managing Portals
- Configuring Portal Settings
- Customizing Portal Themes and Layouts
- Using Portal Request Types and Fields
Module 8: User Management and Authentication
- Managing Users and Groups
- Configuring User Directories
- Understanding Authentication Options
- Using Single Sign-On (SSO) with Jira Service Desk
Module 9: Reporting and Dashboards
- Creating and Managing Reports
- Using Jira Service Desk Reports
- Configuring Dashboards
- Using Gadgets and Charts
Module 10: Integration with Other Tools
- Integrating Jira Service Desk with Other Atlassian Tools
- Using APIs and Webhooks
- Integrating with Third-Party Tools and Services
- Best Practices for Integration
Module 11: Advanced Configuration and Customization
- Using Jira Service Desk Automation
- Configuring Advanced Workflow Conditions and Validators
- Using Scripting and Custom Scripts
- Best Practices for Advanced Configuration and Customization
Module 12: Implementation and Deployment
- Planning and Implementing Jira Service Desk
- Configuring and Testing Jira Service Desk
- Deploying Jira Service Desk to Users
- Best Practices for Implementation and Deployment
Course Features - Interactive and Engaging: Learn through a combination of video lessons, interactive quizzes, and hands-on projects.
- Comprehensive and Up-to-date: Stay up-to-date with the latest Jira Service Desk features and best practices.
- Personalized Learning: Learn at your own pace and track your progress.
- Practical and Real-world Applications: Apply your knowledge to real-world scenarios and case studies.
- High-quality Content: Access high-quality video lessons, presentations, and resources.
- Expert Instructors: Learn from experienced instructors with expertise in Jira Service Desk.
- Certification: Receive a certificate upon completion issued by The Art of Service.
- Flexible Learning: Learn anytime, anywhere, on any device with an internet connection.
- User-friendly and Mobile-accessible: Access the course on your mobile device or computer.
- Community-driven: Join a community of learners and experts for support and discussion.
- Actionable Insights: Gain practical insights and knowledge to apply to your work.
- Hands-on Projects: Apply your knowledge to real-world projects and case studies.
- Bite-sized Lessons: Learn in bite-sized chunks, making it easy to fit into your busy schedule.
- Lifetime Access: Access the course materials for a lifetime.
- Gamification and Progress Tracking: Track your progress and earn rewards for completing milestones.
What You'll Receive - A comprehensive understanding of Jira Service Desk implementation and configuration
- A certificate upon completion issued by The Art of Service
- Lifetime access to the course materials
- Ongoing support and community access
,
Module 1: Introduction to Jira Service Desk
- Overview of Jira Service Desk
- Key Features and Benefits
- Understanding IT Service Management (ITSM) Principles
- Jira Service Desk Architecture and Deployment Options
Module 2: Setting Up Jira Service Desk
- Creating a Jira Service Desk Instance
- Configuring Basic Settings
- Understanding Service Desk Roles and Permissions
- Setting Up Service Desk Administrators
Module 3: Service Desk Configuration
- Creating and Managing Service Desks
- Configuring Request Types and Fields
- Setting Up Workflow and Status
- Managing Service Level Agreements (SLAs)
Module 4: Request Types and Fields
- Creating and Managing Request Types
- Configuring Custom Fields
- Using Field Configurations
- Best Practices for Request Type and Field Configuration
Module 5: Workflow and Status Configuration
- Understanding Jira Workflows
- Creating and Managing Workflows
- Configuring Status and Transitions
- Using Workflow Conditions, Validators, and Post Functions
Module 6: Service Level Agreements (SLAs)
- Understanding SLAs
- Creating and Managing SLAs
- Configuring SLA Metrics and Conditions
- Using SLA Reports and Dashboards
Module 7: Portal Configuration
- Creating and Managing Portals
- Configuring Portal Settings
- Customizing Portal Themes and Layouts
- Using Portal Request Types and Fields
Module 8: User Management and Authentication
- Managing Users and Groups
- Configuring User Directories
- Understanding Authentication Options
- Using Single Sign-On (SSO) with Jira Service Desk
Module 9: Reporting and Dashboards
- Creating and Managing Reports
- Using Jira Service Desk Reports
- Configuring Dashboards
- Using Gadgets and Charts
Module 10: Integration with Other Tools
- Integrating Jira Service Desk with Other Atlassian Tools
- Using APIs and Webhooks
- Integrating with Third-Party Tools and Services
- Best Practices for Integration
Module 11: Advanced Configuration and Customization
- Using Jira Service Desk Automation
- Configuring Advanced Workflow Conditions and Validators
- Using Scripting and Custom Scripts
- Best Practices for Advanced Configuration and Customization
Module 12: Implementation and Deployment
- Planning and Implementing Jira Service Desk
- Configuring and Testing Jira Service Desk
- Deploying Jira Service Desk to Users
- Best Practices for Implementation and Deployment
Course Features - Interactive and Engaging: Learn through a combination of video lessons, interactive quizzes, and hands-on projects.
- Comprehensive and Up-to-date: Stay up-to-date with the latest Jira Service Desk features and best practices.
- Personalized Learning: Learn at your own pace and track your progress.
- Practical and Real-world Applications: Apply your knowledge to real-world scenarios and case studies.
- High-quality Content: Access high-quality video lessons, presentations, and resources.
- Expert Instructors: Learn from experienced instructors with expertise in Jira Service Desk.
- Certification: Receive a certificate upon completion issued by The Art of Service.
- Flexible Learning: Learn anytime, anywhere, on any device with an internet connection.
- User-friendly and Mobile-accessible: Access the course on your mobile device or computer.
- Community-driven: Join a community of learners and experts for support and discussion.
- Actionable Insights: Gain practical insights and knowledge to apply to your work.
- Hands-on Projects: Apply your knowledge to real-world projects and case studies.
- Bite-sized Lessons: Learn in bite-sized chunks, making it easy to fit into your busy schedule.
- Lifetime Access: Access the course materials for a lifetime.
- Gamification and Progress Tracking: Track your progress and earn rewards for completing milestones.
What You'll Receive - A comprehensive understanding of Jira Service Desk implementation and configuration
- A certificate upon completion issued by The Art of Service
- Lifetime access to the course materials
- Ongoing support and community access
,
- A comprehensive understanding of Jira Service Desk implementation and configuration
- A certificate upon completion issued by The Art of Service
- Lifetime access to the course materials
- Ongoing support and community access