14 Topics
10 Days
Programme Overview
Training Description
Who Should Attend
This course is designed for;
- Service Desk Agents
- IT Managers
- System Administrators
- Help Desk Staff
- Project Managers
- Product Managers
- Customer Support Specialists
- Business Analysts
- Operations Managers
Session Objectives
- Understand the core concepts of Jira Service Management
- Configure a service desk portal
- Create and manage service requests
- Master incident and problem management
- Automate workflows and approvals
- Leverage queues for team efficiency
- Use reports and dashboards for insights
- Customize customer-facing forms
- Integrate JSM with other Jira products
- Establish best practices for service delivery
About the Course
In the fast-paced world of IT and business, an efficient and user-friendly service desk is the backbone of customer satisfaction and internal productivity. This "IT Superhero: Jira Service Management Training Course" is your essential guide to mastering Jira Service Management (JSM), the powerful platform designed to streamline service requests, incidents, and problem management. This course will empower you to build a robust service desk that not only resolves issues quickly but also provides a transparent, easy-to-use portal for your customers and employees.
Over a focused 10-day period, this training will provide the hands-on experience and strategic knowledge needed to configure and optimize JSM. You'll learn to customize workflows, automate approvals, and leverage reporting to gain valuable insights into your team's performance. By the end of this program, you will be able to transform your organization's support process, creating a seamless experience that reduces friction, improves communication, and establishes your team as a reliable and effective service provider.
Curriculum & Topics
14 Topics | 10 Days
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Subtopic 1.1:
The difference between JSM and Jira Software
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Subtopic 1.2:
Navigating the JSM interface
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Subtopic 1.3:
The role of agents, customers, and administrators
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Subtopic 1.4:
Understanding request types and issue types
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Subtopic 1.5:
The lifecycle of a service request
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Subtopic 2.1:
Creating a new service project
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Subtopic 2.2:
Customizing the customer portal
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Subtopic 2.3:
Adding and removing request types
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Subtopic 2.4:
Branding your service desk
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Subtopic 2.5:
Configuring forms and fields
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Subtopic 3.1:
Creating requests on behalf of customers
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Subtopic 3.2:
The difference between requests and issues
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Subtopic 3.3:
Using the agent view for efficiency
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Subtopic 3.4:
Adding internal notes and customer-facing comments
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Subtopic 3.5:
Closing and resolving requests
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Subtopic 4.1:
The principles of incident management
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Subtopic 4.2:
Configuring incident request types
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Subtopic 4.3:
Creating and escalating incidents
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Subtopic 4.4:
Linking incidents to problems
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Subtopic 4.5:
Using SLAs to track resolution times
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Subtopic 5.1:
The purpose of problem management
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Subtopic 5.2:
Linking incidents to a root cause analysis
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Subtopic 5.3:
The change management process
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Subtopic 5.4:
Creating change requests
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Subtopic 5.5:
Implementing a knowledge base for common problems
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Subtopic 6.1:
The importance of automation in JSM
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Subtopic 6.2:
Setting up simple rules for actions
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Subtopic 6.3:
Automating approvals and notifications
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Subtopic 6.4:
The power of the Automation for Jira engine
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Subtopic 6.5:
Creating a custom workflow
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Subtopic 7.1:
Understanding queues and their purpose
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Subtopic 7.2:
Creating custom queues for specific teams
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Subtopic 7.3:
The role of queues in workload management
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Subtopic 7.4:
Using a queue to monitor SLAs
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Subtopic 7.5:
Optimizing a queue for agent performance
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Subtopic 8.1:
Configuring SLAs for different request types
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Subtopic 8.2:
Understanding how SLAs are calculated
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Subtopic 8.3:
Adding notifications for approaching SLAs
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Subtopic 8.4:
Creating custom SLA metrics
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Subtopic 8.5:
The importance of a clear SLA policy
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Subtopic 9.1:
Using built-in JSM reports
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Subtopic 9.2:
Creating a custom dashboard
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Subtopic 9.3:
Adding gadgets for key metrics
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Subtopic 9.4:
Reporting on agent performance
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Subtopic 9.5:
Sharing reports with stakeholders
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Subtopic 10.1:
Optimizing the customer experience
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Subtopic 10.2:
Using dynamic forms and fields
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Subtopic 10.3:
Providing a self-service option
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Subtopic 10.4:
Managing customer accounts
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Subtopic 10.5:
The role of the portal in deflection
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Subtopic 11.1:
Integrating JSM with Confluence
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Subtopic 11.2:
Creating and linking knowledge base articles
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Subtopic 11.3:
Deflecting requests with relevant articles
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Subtopic 11.4:
The importance of a living knowledge base
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Subtopic 11.5:
Best practices for article creation
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Subtopic 12.1:
Managing project and issue permissions
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Subtopic 12.2:
The role of roles in JSM
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Subtopic 12.3:
Restricting who can view requests
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Subtopic 12.4:
The importance of a clear permission scheme
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Subtopic 12.5:
Troubleshooting permission issues
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Subtopic 13.1:
The power of bulk changes
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Subtopic 13.2:
Using macros to perform quick actions
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Subtopic 13.3:
Applying labels to multiple issues
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Subtopic 13.4:
The importance of consistent data
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Subtopic 13.5:
The benefits of a well-maintained issue list
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Subtopic 14.1:
Using the Jira mobile app for JSM
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Subtopic 14.2:
The benefits of the desktop application
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Subtopic 14.3:
The difference between mobile and desktop functionality
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Subtopic 14.4:
Working on issues on the go
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Subtopic 14.5:
Providing support from anywhere
