Understanding Jira Service Management (Jira-ITSM) Course Overview

Target Audience for Understanding Jira Service Management (Jira-ITSM)

Introduction: Understanding Jira Service Management (Jira-ITSM) equips participants with a comprehensive grasp of Jira Service Management projects, suitable for IT professionals enhancing their service management skills.

Target Audience:

• IT Service Managers
• Service Desk Managers
• IT Support Specialists
• Service Delivery Managers
• Incident Managers
• Change Managers
• Problem Managers
• ITIL Practitioners
• System Administrators
• Technical Support Engineers
• Help Desk Technicians
• IT Consultants
• Project Managers in IT Service Management
• IT Asset Managers

Learning Objectives - What you will Learn in this Understanding Jira Service Management (Jira-ITSM)?

Introduction: The Understanding Jira Service Management (JIRA-ITSM) course, spanning three days, offers participants an in-depth exploration of setting up, managing, and optimizing Jira Service Management projects. Designed for those with basic Jira knowledge, this course covers critical aspects from service project creation to advanced configurations and automations.

Learning Objectives and Outcomes:

• Overview of Jira Service Management:

  • Gain a comprehensive understanding of Jira Service Management’s key features and benefits.

• Creating and Configuring Service Projects:

  • Learn how to create a new service project and configure the service portal and request types.

• Service Level Agreements (SLAs):

  • Understand SLAs, queues, and workloads within Jira Service Management to ensure timely issue resolution.

• Custom Reporting and Insights:

  • Customize reports and dashboards for enhanced insights into service project performance.

• Automation and Widget Management:

  • Implement automation rules for service requests and manage widgets for an optimized user experience.

• Customer Portal Customization:

  • Customize customer portals, including CSAT configuration, KB articles, and customer notifications.

• Advanced Incident Management:

  • Configure incident management fields, set up post-incident reviews, and implement custom SLAs.