Jira Service Management: Administration

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.