From the course: Jira Service Management: Administration

Administration in Jira Service Management - Jira Tutorial

From the course: Jira Service Management: Administration

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Administration in Jira Service Management

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- [Rachel] How do you support your internal and external customers? For more and more organizations, the answer is Jira Service Management, or JSM for short. JSM is built on Jira and extends it so your organization can effectively manage incidents, problems, changes, service requests, and more. By learning Jira Service Management, you'll be able to take support capabilities to the next level with queues, service level agreements, a simple interface for your customers, and integration with Confluence as a knowledge base. Hi, I'm Rachel Wright, Certified Jira Administrator and author of "The Jira Strategy Admin Workbook." JSM was first introduced in 2013, and it's grown up a lot since then. Join my LinkedIn Learning course to understand the JSM configuration so customers can create requests, support agents can provide the help users need, and leadership can measure effectiveness. In this course, you'll learn how JSM extends Jira with support-specific features; the additional types of users and responsibilities; using JSM for incident management, change management, problems, service requests and support; how to configure request types, permissions, and notifications; how to configure the self-service portal and connect to a Confluence knowledge base; how to create, manage, and troubleshoot service level agreements; using automation to reduce manual work and repetitive tasks; and leveraging reporting to gauge effectiveness and measure customer satisfaction. Let's get started.

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