- Basic knowledge of Jira
By the end of this training, participants will be able to:
- Develop foundational skills in Jira Service Management for Service Desk and Asset Management
- Configure workflows and automations for efficient IT service support
- Create meaningful reports to track Service Desk performance
1. Introduction to Jira Service Management
o Overview of JSM features and its role in IT Service Management
o Key concepts: users, roles, and permissions
2. Service Desk Configuration
o Setting up service projects, request types, and customer portals
o Managing SLAs and queues for efficient response times
3. Asset and Configuration Management Basics
o Setting up Asset Management, organizing assets, and linking to incidents
o Introduction to configuration management and its benefits
4. Customizing Workflows and Automation
o Building and customizing workflows for the Service Desk
o Applying automation to streamline processes and reduce manual tasks
5. Creating Reports and Dashboards
o Essential Service Desk metrics
o Building dashboards and reports to monitor performance
6. Best Practices and Real-World Scenarios
o Practical examples and solutions to common Service Desk challenges
o Q&A session to address participant questions