Heinrichstrasse 267A, 8005 Zürich

Next Occurrence


Thursday, 13. February 2020


09:00 - 17:00


CHF 990


Atlassian Jira Service Desk

Atlassian Jira Service Desk – Level 2 – Backend

How do I properly and systematically set up a service desk? How do I design efficient processes and define meaningful Service Level Agreements (SLAs)? For which additional use cases can I use Jira Service Desk? All these and many more questions are answered together in the Jira Service Desk Core User Training. After the training you will receive a certificate and access to the LinkedIn group generativ:alumni, where you can ask questions that arise after your training and exchange information with other participants.

These topics are on the agenda:

  • Customization and configuration of the Helpdesk.
    • Creation and setup of new service desk processes.
    • Creation and configuration of different types of customer requests.
    • Creation of automation rules, creation of queues.
  • Usage of Service Level Agreements (SLA’s).
    • Definition of Service Level Agreements.
  • Linking and building a knowledge database.
  • Introduction to blueprints of generativ
    • Servicemanagement
  • Questions & Answers on topics that have arisen.


  • Curiosity and presence.
  • Content from the level 1 training you either bring with you or book your appointment directly here.


09.00 – 09:15 Welcome
09.15 – 12:00 Morning Session
12:00 – 13:00 Lunch sponsored by generativ
13:00 – 16:30 Afternoon Session
16:30 – 17:00 Q&A

Organizational matters:

  • Individual care in a small group concept
  • Bring your own device.
  • Training in German, English on request
  • Training material in English

There is only one thing that is more expensive than service in the long run, no service.
freely after John F. Kennedy