Jira Service Management: Administration

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Rachel Wright

2:39:38

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[1] Introduction

[1] Administration in Jira Service Management.mp4

01:37

[2] Who is this course for.mp4

01:13

[3] What do you need for this course.mp4

01:03

[2] 1. Using Jira Service Management

[1] What is Jira Service Management.mp4

01:08

[2] How is JSM used.mp4

05:55

[3] Which application type do you have.mp4

01:45

[4] Which deployment type do you have.mp4

06:08

[5] Important terms and definitions.mp4

07:22

[6] Navigating the admin area.mp4

04:24

[3] 2. Jira and JSM Differences

[1] JSM feature overview.mp4

08:13

[2] Types of users.mp4

04:10

[3] Additional permissions.mp4

05:04

[4] Additional notifications.mp4

03:50

[4] 3. Setting Up a Test Environment

[1] Test environment tips.mp4

02:44

[2] Choose a test environment.mp4

02:46

[3] Create a test environment.mp4

01:42

[5] 4. Managing Project Settings

[1] Create a service project.mp4

07:54

[2] Leverage workflow differences.mp4

08:20

[3] Use and create request types.mp4

11:12

[4] Add agents, customers, and organizations.mp4

08:48

[5] Configure the customer portal.mp4

05:38

[6] Manage email requests.mp4

07:49

[7] Connect to a Confluence knowledge base.mp4

05:25

[8] Challenge Create a request type.mp4

00:31

[9] Solution Create a request type.mp4

01:14

[6] 5. Creating Service Level Agreements

[1] SLA overview.mp4

04:51

[2] Use and create SLAs.mp4

02:01

[3] Manage SLA calendars.mp4

02:07

[4] Troubleshoot SLAs.mp4

04:54

[5] Challenge Create an SLA.mp4

00:35

[6] Solution Create an SLA.mp4

01:00

[7] 6. Using Automation

[1] Automation overview.mp4

06:59

[2] Create automation rules.mp4

05:27

[3] Challenge Create an automation.mp4

00:31

[4] Solution Create an automation.mp4

01:10

[8] 7. Using Reporting

[1] Reporting overview.mp4

01:26

[2] Using reports.mp4

02:43

[3] Using queues.mp4

03:46

[4] Measuring customer satisfaction.mp4

01:49

[5] Challenge Create a report.mp4

00:26

[6] Solution Create a report.mp4

00:52

[9] Conclusion

[1] Next steps.mp4

03:06

Description

Are you an experienced Jira administrator who now needs to learn how to use Jira Service Management (JSM) for service projects and support teams? In this course, Rachel Wright teaches you how to set up and administer JSM 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.

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JIRA

Rachel Wright

Instructor's Courses

Certified Jira Administrator + Prioritization Specialist + Software Developer + Atlassian Community Champion = a Unique Holistic Approach 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. As a prioritization specialist (5 years), she helped business and IT teams analyze, prioritize, schedule, and track strategic company projects. As a certified Jira Administrator, Rachel thoroughly understands Jira configuration, best practices, and how decisions today affect the application in the future. She literally wrote the book on Jira strategy and effective administration. Her consulting experience is diverse, helping development, support, and business teams in different industries and environments. Finally, Rachel is well known in the Atlassian community as a frequent speaker, user group leader, and community champion. This uncommon combination of skills and experience creates a deep understanding, holistic, and informed approach for setting up, cleaning up, and maintaining Atlassian applications. ● Specialty: Jira administration, Jira Service Management administration, Confluence administration ● Certification: Atlassian Certified Jira Administrator ● Author: Jira Strategy Admin Workbook - https://www.jirastrategy.com/link/digital-workbook ● Education: BS, Media - Web Design Concentration, Information Technology Minor ● Volunteer: Atlassian Community Leader ● Awards: "Community Champion" Atlassian User Group Leader, Atlassian User Group "Founder's" Award Need help with Jira, Jira Service Management, or Confluence? Get the Jira Strategy Admin Workbook, training, and additional materials at https://www.jirastrategy.com.

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