Work Wranglers

This is an 8-hour, interactive course delivered via Zoom. This comprehensive training equips participants with the skills to set up and manage service projects and customer portals in Jira Service Management effectively.

Throughout this hands-on course, participants will master essential service project administration skills including:

• Customer Portal Configuration: Create and customize branded portals that enhance the customer experience and streamline request submission
• Queue Management: Design and implement efficient queues to organize and prioritize incoming requests
• SLA Setup: Configure Service Level Agreements to establish clear expectations and response times
• Knowledge Base Integration: Link knowledge bases to enable customer self-service and reduce ticket volume
• Automation Rules: Implement automation to eliminate repetitive tasks and improve service delivery
• Participant Management: Configure access for customers, agents, and stakeholders for optimal collaboration
• Request Forms: Design intuitive request forms that capture exactly what your service team needs
• Reporting and Insights: Leverage metrics to continuously improve service performance

Each module combines expert instruction with practical exercises based on real-world business scenarios, allowing participants to immediately apply concepts in a dedicated lab environment. By the end of this course, participants will be equipped to configure service projects that help both customers and service teams alike.

Who Should Attend: Jira administrators, service project administrators, service project managers, team managers, and IT managers responsible for setting up service projects in Jira Service Management.

Prerequisites: No prior experience is required if participants are solely responsible for setting up a Jira service project. For those responsible for company-wide Jira administration, completion of Jira Administration Part 1 or equivalent experience is recommended.