Effective Help Desk Ticket Categories

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Networking All-in-One For Dummies

Author : Doug Lowe
Publisher : John Wiley & Sons
ISBN 13 : 1119471621
Total Pages : 1235 pages
Book Rating : 4.1/5 (194 download)

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Book Synopsis Networking All-in-One For Dummies by : Doug Lowe

Download or read book Networking All-in-One For Dummies written by Doug Lowe and published by John Wiley & Sons. This book was released on 2018-03-27 with total page 1235 pages. Available in PDF, EPUB and Kindle. Book excerpt: Becoming a master of networking has never been easier Whether you're in charge of a small network or a large network, Networking All-in-One is full of the information you’ll need to set up a network and keep it functioning. Fully updated to capture the latest Windows 10 releases through Spring 2018, this is the comprehensive guide to setting up, managing, and securing a successful network. Inside, nine minibooks cover essential, up-to-date information for networking in systems such as Windows 10 and Linux, as well as best practices for security, mobile and cloud-based networking, and much more. Serves as a single source for the most-often needed network administration information Covers the latest trends in networking Get nine detailed and easy-to-understand networking minibooks in one affordable package Networking All-in-One For Dummies is the perfect beginner’s guide as well as the professional’s ideal reference book.

Effective Help Desk Ticket Categories

Author : Wayne Schlicht
Publisher :
ISBN 13 : 9781688943070
Total Pages : 138 pages
Book Rating : 4.9/5 (43 download)

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Book Synopsis Effective Help Desk Ticket Categories by : Wayne Schlicht

Download or read book Effective Help Desk Ticket Categories written by Wayne Schlicht and published by . This book was released on 2019-08-27 with total page 138 pages. Available in PDF, EPUB and Kindle. Book excerpt: Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting? If you said yes, then Effective Help Desk Ticket Categories is for you! Is this a long-winded book full of unproven theories? No. This book gets right to the point with a detailed step-by-step guide based on 20 years of successful ticket category implementation projects. It designed for busy professionals at call centers, service desks and of course help desks. Is this book just for system engineers? Absolutely not! The guide is for everyone that works with support tickets. If you are a director, project manager or developer, this book will help improve your process. Why do I need this book? With our help, your project will be successful! Your final ticket classification design will be geared to productivity gains, not just a ticket filing system. Your project will save time and money! We provide time-saving quick-start templates and discuss how to maximize your resolution tools to close tickets faster. What is in the book? First, we explain what ticket classification is, why we use it, and the significant benefits. Then we identify project resources to engage early in the project and the ticket classification process. After that, we provide you a step-by-step quick start guide to get your ticket classification project up and running. Following that we expand on the quick start guide with a detailed explanation of each step including the most popular templates. Finally, we include a glossary of frequently used terms. Once implemented most teams will see significant improvements in the following areas. Cost savings - Cost per call, reduced escalation costs. Improved incident resolution rates. Major Incident Management MTTR reduction. Issue avoidance - better problem management inputs. Enterprise reporting maturity. Agent training improvements.

The Executive's Guide to Information Technology

Author : John Baschab
Publisher : John Wiley & Sons
ISBN 13 : 0470135913
Total Pages : 673 pages
Book Rating : 4.4/5 (71 download)

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Book Synopsis The Executive's Guide to Information Technology by : John Baschab

Download or read book The Executive's Guide to Information Technology written by John Baschab and published by John Wiley & Sons. This book was released on 2007-07-13 with total page 673 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for the The Executive's Guide to Information Technology "This book is important reading. It offers practical, real-world insight and pragmatic no-nonsense approaches for people who have a stake in corporate IT. " --Lynda Applegate, Henry R. Byers Professor of Business Administration, Harvard Business School "Information systems and processes are very important parts of our due diligence assessment of a company--yet the jargon is often more difficult to understand than many foreign languages. Baschab and Piot effectively translate IT into words and concepts that businesspeople can easily understand and act upon. This book is a helpful reference guide for corporate executives and private equity groups of all types." --Neal Aronson, Managing Partner, Roark Capital Group "Business success increasingly depends on effective use of IT. Effective use of IT depends on the kind of in-depth, practical insight in this book. Baschab and Piot provide a pragmatic approach to information systems investment that should be required reading for senior executives and CIOs alike." --Erik Brynjolfsson, Schussel Professor of Management, Director of the Center for Digital Business, MIT "This book should provide valuable guidance for management and technology consultants. The Executive's Guide to Information Technology provides field-proven insight on all important aspects of IT planning and execution, from governance to applications to operations and infrastructure." --Gary J. Fernandes, former vice chairman, EDS, member of the Board of Directors, Computer Associates "Baschab and Piot do a great job of laying out the fundamental issues and challenges that every IT organization faces. More often than not, the issues are not technical in nature, but are a reflection of how the IT and business teams work together to define, execute, and implement new business tools. The threshold issue is leadership. Often it is difficult for business leaders to feel that they have the skills and perspective to provide that leadership on technical projects. The Executive's Guide to Information Technology provides non-technical business leaders a solid framework for engaging with their IT peers." --Tom Nealon, Chief Information Officer, J.C. Penney

Networking For Dummies

Author : Doug Lowe
Publisher : John Wiley & Sons
ISBN 13 : 1119648505
Total Pages : 483 pages
Book Rating : 4.1/5 (196 download)

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Book Synopsis Networking For Dummies by : Doug Lowe

Download or read book Networking For Dummies written by Doug Lowe and published by John Wiley & Sons. This book was released on 2020-07-21 with total page 483 pages. Available in PDF, EPUB and Kindle. Book excerpt: Set up a secure network at home or the office Fully revised to cover Windows 10 and Windows Server 2019, this new edition of the trusted Networking For Dummies helps both beginning network administrators and home users to set up and maintain a network. Updated coverage of broadband and wireless technologies, as well as storage and back-up procedures, ensures that you’ll learn how to build a wired or wireless network, secure and optimize it, troubleshoot problems, and much more. From connecting to the Internet and setting up a wireless network to solving networking problems and backing up your data—this #1 bestselling guide covers it all. Build a wired or wireless network Secure and optimize your network Set up a server and manage Windows user accounts Use the cloud—safely Written by a seasoned technology author—and jam-packed with tons of helpful step-by-step instructions—this is the book network administrators and everyday computer users will turn to again and again.

Effective Help Desk Specialist Skills

Author : Darril Gibson
Publisher : Pearson IT Certification
ISBN 13 : 0133571858
Total Pages : 450 pages
Book Rating : 4.1/5 (335 download)

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Book Synopsis Effective Help Desk Specialist Skills by : Darril Gibson

Download or read book Effective Help Desk Specialist Skills written by Darril Gibson and published by Pearson IT Certification. This book was released on 2014-10-27 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together

Help Desk Management: How to run a computer user support Service Desk effectively

Author : Wayne Schlicht
Publisher : Build a Help Desk Consulting LLC
ISBN 13 : 1696388414
Total Pages : 330 pages
Book Rating : 4.6/5 (963 download)

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Book Synopsis Help Desk Management: How to run a computer user support Service Desk effectively by : Wayne Schlicht

Download or read book Help Desk Management: How to run a computer user support Service Desk effectively written by Wayne Schlicht and published by Build a Help Desk Consulting LLC. This book was released on 2019-09-29 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatable? Does it seem your computer user support can be ad hoc at times? Are you always running around putting out fires? In this book you will learn powerful industry standard best practices that can be used to mature your IT Service Management processes, practices and procedures today! What makes this book different? Instead of just providing you a lot of technical information, I empower you with a step by step approach to mature your Help Desk. Each chapter includes straight forward processes that are easy to understand. Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. This format will allow you to rapidly transform your people, processes, and technology into a customer-focused center of excellence today! You can never underestimate the power of industry standard best practices. The recommendations shared in Help Desk Management are based on real-life experiences building successful customer-focused teams. Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. Look no further. I will help you succeed. This information is designed to improve your management skills, your team engagement, and set you on a successful path to building a truly great team. What actionable and realistic end user support processes will you learn? How to justify funding for improvement projects. Creating an inspiring mission statement. Designing an employee performance management plan that works. Building an effective employee training and development program. Implementing a call and ticket quality assurance audit program that empowers the manager. Driving up the First Contact Resolution (FCR) percentage. Reducing cost per ticket costs by moving work from system engineers to the Help Desk. Marketing the Help Desk for company wide recognition. Implementing ITIL incident, problem, change, knowledge and event management. Do not hesitate to pick up your copy today

RT Essentials

Author : Jesse Vincent
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 0596006683
Total Pages : 216 pages
Book Rating : 4.5/5 (96 download)

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Book Synopsis RT Essentials by : Jesse Vincent

Download or read book RT Essentials written by Jesse Vincent and published by "O'Reilly Media, Inc.". This book was released on 2005-08-18 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is ticketing?; Installation; Getting started; Command-line interface; Administrative tasks; Scrips; Example configurations; Architecture; API; Development environments.

FBI Computers

Author : United States. Congress. Senate. Committee on the Judiciary. Subcommittee on Administrative Oversight and the Courts
Publisher :
ISBN 13 :
Total Pages : 56 pages
Book Rating : 4.:/5 (327 download)

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Book Synopsis FBI Computers by : United States. Congress. Senate. Committee on the Judiciary. Subcommittee on Administrative Oversight and the Courts

Download or read book FBI Computers written by United States. Congress. Senate. Committee on the Judiciary. Subcommittee on Administrative Oversight and the Courts and published by . This book was released on 2003 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Reliable Knowledge Discovery

Author : Honghua Dai
Publisher : Springer Science & Business Media
ISBN 13 : 1461419034
Total Pages : 317 pages
Book Rating : 4.4/5 (614 download)

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Book Synopsis Reliable Knowledge Discovery by : Honghua Dai

Download or read book Reliable Knowledge Discovery written by Honghua Dai and published by Springer Science & Business Media. This book was released on 2012-02-23 with total page 317 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reliable Knowledge Discovery focuses on theory, methods, and techniques for RKDD, a new sub-field of KDD. It studies the theory and methods to assure the reliability and trustworthiness of discovered knowledge and to maintain the stability and consistency of knowledge discovery processes. RKDD has a broad spectrum of applications, especially in critical domains like medicine, finance, and military. Reliable Knowledge Discovery also presents methods and techniques for designing robust knowledge-discovery processes. Approaches to assessing the reliability of the discovered knowledge are introduced. Particular attention is paid to methods for reliable feature selection, reliable graph discovery, reliable classification, and stream mining. Estimating the data trustworthiness is covered in this volume as well. Case studies are provided in many chapters. Reliable Knowledge Discovery is designed for researchers and advanced-level students focused on computer science and electrical engineering as a secondary text or reference. Professionals working in this related field and KDD application developers will also find this book useful.

Network World

Author :
Publisher :
ISBN 13 :
Total Pages : 68 pages
Book Rating : 4./5 ( download)

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Book Synopsis Network World by :

Download or read book Network World written by and published by . This book was released on 1995-10-02 with total page 68 pages. Available in PDF, EPUB and Kindle. Book excerpt: For more than 20 years, Network World has been the premier provider of information, intelligence and insight for network and IT executives responsible for the digital nervous systems of large organizations. Readers are responsible for designing, implementing and managing the voice, data and video systems their companies use to support everything from business critical applications to employee collaboration and electronic commerce.

A Guide to Customer Service Skills for the Help Desk Professional

Author : Donna Knapp
Publisher : Course Technology
ISBN 13 :
Total Pages : 408 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis A Guide to Customer Service Skills for the Help Desk Professional by : Donna Knapp

Download or read book A Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by Course Technology. This book was released on 2004-11 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.

Security Operations Center

Author : Joseph Muniz
Publisher : Cisco Press
ISBN 13 : 013405203X
Total Pages : 658 pages
Book Rating : 4.1/5 (34 download)

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Book Synopsis Security Operations Center by : Joseph Muniz

Download or read book Security Operations Center written by Joseph Muniz and published by Cisco Press. This book was released on 2015-11-02 with total page 658 pages. Available in PDF, EPUB and Kindle. Book excerpt: Security Operations Center Building, Operating, and Maintaining Your SOC The complete, practical guide to planning, building, and operating an effective Security Operations Center (SOC) Security Operations Center is the complete guide to building, operating, and managing Security Operations Centers in any environment. Drawing on experience with hundreds of customers ranging from Fortune 500 enterprises to large military organizations, three leading experts thoroughly review each SOC model, including virtual SOCs. You’ll learn how to select the right strategic option for your organization, and then plan and execute the strategy you’ve chosen. Security Operations Center walks you through every phase required to establish and run an effective SOC, including all significant people, process, and technology capabilities. The authors assess SOC technologies, strategy, infrastructure, governance, planning, implementation, and more. They take a holistic approach considering various commercial and open-source tools found in modern SOCs. This best-practice guide is written for anybody interested in learning how to develop, manage, or improve a SOC. A background in network security, management, and operations will be helpful but is not required. It is also an indispensable resource for anyone preparing for the Cisco SCYBER exam. · Review high-level issues, such as vulnerability and risk management, threat intelligence, digital investigation, and data collection/analysis · Understand the technical components of a modern SOC · Assess the current state of your SOC and identify areas of improvement · Plan SOC strategy, mission, functions, and services · Design and build out SOC infrastructure, from facilities and networks to systems, storage, and physical security · Collect and successfully analyze security data · Establish an effective vulnerability management practice · Organize incident response teams and measure their performance · Define an optimal governance and staffing model · Develop a practical SOC handbook that people can actually use · Prepare SOC to go live, with comprehensive transition plans · React quickly and collaboratively to security incidents · Implement best practice security operations, including continuous enhancement and improvement

Thirty Seven Ideas For Business Operation Improvement*

Author : Ron Parker
Publisher : Operation Improvement Inc
ISBN 13 : 0615500285
Total Pages : 156 pages
Book Rating : 4.6/5 (155 download)

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Book Synopsis Thirty Seven Ideas For Business Operation Improvement* by : Ron Parker

Download or read book Thirty Seven Ideas For Business Operation Improvement* written by Ron Parker and published by Operation Improvement Inc. This book was released on 2011-06-22 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: For the past 25 years, Ron Parker has lectured, written and consulted in the field of Business Operations Improvement. The articles in this book are a brief digest and sample of the most valuable lessons learned on such topics as: Metrics - Technology Integration - Accountability and Motivation - Roles & Responsibilities - Operations Methods, Procedures & Work Flow - Customer Service & Call Center Operations - Sustainable Customer Service and Support - Reduction of Scrap, Re-Work and Returned Product - Quality Data Analysis & Reporting - Decision Support and Back Office Processes - Scheduling & Work Force Management - Operations Process Knowledge Management - and more.

IT Manager's Handbook

Author : Bill Holtsnider
Publisher : Elsevier
ISBN 13 : 0123914051
Total Pages : 361 pages
Book Rating : 4.1/5 (239 download)

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Book Synopsis IT Manager's Handbook by : Bill Holtsnider

Download or read book IT Manager's Handbook written by Bill Holtsnider and published by Elsevier. This book was released on 2012-03-30 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: IT Manager's Handbook, Third Edition, provides a practical reference that you will return to again and again in an ever-changing corporate environment where the demands on IT continue to increase. Make your first 100 days really count with the fundamental principles and core concepts critical to your success as a new IT Manager. This is a must-read for new IT managers and a great refresher for seasoned managers trying to maintain expertise in the rapidly changing IT world. This latest edition includes discussions on how to develop an overall IT strategy as well as demonstrate the value of IT to the company. It will teach you how to: manage your enterprise's new level of connectivity with a new chapter covering social media, handheld devices, and more; implement and optimize cloud services to provide a better experience for your mobile and virtual workforce at a lower cost to your bottom line; integrate mobile applications into your company's strategy; and manage the money, including topics such as department budgets and leasing versus buying. You will also learn how to work with your customers, whomever those might be for your IT shop; hire, train, and manage your team and their projects so that you come in on time and budget; and secure your systems to face some of today's most challenging security challenges. This book will appeal to new IT managers in all areas of specialty, including technical professionals who are transitioning into IT management. - Manage your enterprise's new level of connectivity with a NEW chapter covering social media, handheld devices, and more - Implement and optimize cloud services to provide a better experience for your mobile and virtual workforce at a lower cost to your bottom line - Integrate mobile applications into your company's strategy - Manage the money, including topics such as department budgets and leasing versus buying - Work with your "customers", whomever those might be for your IT shop - Hire, train, and manage your team and their projects so that you come in on time and budget - Secure your systems to face some of today's most challenging security challenges

Improving Performance and Enhancingcompetitiveness (Penerbit USM)

Author : Abdul Khalid Siti-Nabiha
Publisher : Penerbit USM
ISBN 13 : 9838616680
Total Pages : 207 pages
Book Rating : 4.8/5 (386 download)

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Book Synopsis Improving Performance and Enhancingcompetitiveness (Penerbit USM) by : Abdul Khalid Siti-Nabiha

Download or read book Improving Performance and Enhancingcompetitiveness (Penerbit USM) written by Abdul Khalid Siti-Nabiha and published by Penerbit USM. This book was released on with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Real Business of IT

Author : Richard Hunter
Publisher : Harvard Business Review Press
ISBN 13 : 1422147614
Total Pages : 338 pages
Book Rating : 4.4/5 (221 download)

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Book Synopsis Real Business of IT by : Richard Hunter

Download or read book Real Business of IT written by Richard Hunter and published by Harvard Business Review Press. This book was released on 2009-10-13 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you're a general manager or CFO, do you feel you're spending too much on IT or wishing you could get better returns from your IT investments? If so, it's time to examine what's behind this IT-as-cost mind-set. In The Real Business of IT, Richard Hunter and George Westerman reveal that the cost mind-set stems from IT leaders' inability to communicate about the business value they create-so CIOs get stuck discussing budgets rather than their contributions to the organization. The authors explain how IT leaders can combat this mind-set by first using information technology to generate three forms of value important to leaders throughout the organization: -Value for money when your IT department operates efficiently and effectively -An investment in business performance evidenced when IT helps divisions, units, and departments boost profitability -Personal value of CIOs as leaders whose contributions to their enterprise go well beyond their area of specialization The authors show how to communicate about these forms of value with non-IT leaders-so they understand how your firm is benefiting and see IT as the strategic powerhouse it truly is.

Jira 8 Essentials

Author : Patrick Li
Publisher : Packt Publishing Ltd
ISBN 13 : 1789808197
Total Pages : 410 pages
Book Rating : 4.7/5 (898 download)

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Book Synopsis Jira 8 Essentials by : Patrick Li

Download or read book Jira 8 Essentials written by Patrick Li and published by Packt Publishing Ltd. This book was released on 2019-02-28 with total page 410 pages. Available in PDF, EPUB and Kindle. Book excerpt: Publisher's note: A new sixth edition, updated with enhanced Jira 8.21 and Data Center features has now been published. Key Features Work on agile projects in Jira from both the administrator and end user's perspective Explore the improved Scrum and Kanban board and backlog Work through exercises at the end of each chapter to reinforce your skills Book Description Atlassian Jira enables effective bug tracking for your software and mobile applications and provides tools to track and manage tasks for your projects. Jira Essentials is a comprehensive guide, now updated to Jira 8 to include enhanced features such as updates to Scrum and Kanban UI, additional search capabilities, and changes to Jira Service Desk. The book starts by explaining how to plan and set up a new Jira 8 instance from scratch before getting you acquainted with key features such as emails, workflows, business processes, and much more. You'll then understand Jira's data hierarchy and how to design and work with projects. Since Jira is used for issue management, this book delves into the different issues that can arise in your projects. You'll explore fields, including custom fields, and learn to use them for more effective data collection. You'll create new screens from scratch and customize them to suit your requirements. The book also covers workflows and business processes, and guides you in setting up incoming and outgoing mail servers. Toward the end, you'll study Jira's security model and Jira Service Desk, which allows you to run Jira as a support portal. By the end of this Jira book, you will be able to implement Jira 8 in your projects with ease. What you will learn Understand Jira's data hierarchy and how to design and work with projects in Jira Use Jira for agile software projects, business process management, customer service support, and more Understand issues and work with them Design both system and custom fields to behave differently under different contexts Create and design your own screens and apply them to different project and issue types Gain an understanding of the workflow and its various components Set up both incoming and outgoing mail servers to work with e-mails Who this book is for This book will be especially useful for project managers but it's also intended for other Jira users, including developers, and any other industry besides software development, who would like to leverage Jira's powerful task management and workflow features to better manage their business processes.