Jira Service Management

• Basic knowledge of Jira

Audience

• Jira administrators

Jira Service Management provides tools for users to create service projects that help categorize and manage service requests, incidents, problems, and organizational changes.

This instructor-led, live training (online or onsite) is aimed at intermediate-level Jira administrators who wish to learn how to use Jira Service Management efficiently.

By the end of this training, participants will be able to:

• Learn and understand the fundamentals of Jira Service Management.
• Set up and configure a service desk and manage requests.
• Manage Jira Service Management backend and integration.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Introduction to Jira Service Management

• Overview of Jira Service Management
• Understanding profiles and roles of users

Jira Service Management Essentials

• Using the agent's workspace
• Handling requests
• Managing the knowledge base

Jira Service Management Backend

• Projects and issues
• Understanding workflows
• Using security features
• Configuring portal settings
• Understanding request types
• Creating Service Level Agreements (SLAs)
• Installing and managing plugins

Jira Service Management Automation

• Creating automation rules for repetitive tasks
• Implementing triggers and actions
• Optimizing workflows with automation

Jira Service Management with Confluence

• Overview of Confluence
• Integrating Jira Service Management with Confluence
• Using Jira Service Management with Confluence as a knowledge base

Jira Service Management Integration

• Integrating with a Jira Software instance
• Integrating with an LDAP
• CMDBs

Summary and Next Steps