14 Topics
5 Days
70 Sessions
Programme Overview
Training Description
Who Should Attend
- evOps and Engineering Teams collaborating with IT service and support functions.
- Business Analysts involved in service process improvement and workflow design.
- IT Governance, Risk and Compliance Professionals monitoring service processes and controls.
- Digital Transformation Professionals implementing modern service-management solutions.
- Service Delivery Managers seeking to improve service quality, SLAs, and customer satisfaction.
- Consultants and Technology Professionals supporting Jira and IT service management implementations.
- Professionals preparing to take on Jira Service Management or ITSM responsibilities.
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
Jira Service Management Mastery: Automation, Workflows & IT Service Excellence Training Course provides participants with practical knowledge and hands-on skills for using Jira Service Management to deliver efficient, structured, and responsive IT services. The course covers the core capabilities of Jira Service Management, including service requests, incident management, problem management, change management, service desks, workflows, queues, SLAs, knowledge management, reporting, and automation.
Participants will learn how to configure and optimize service management processes, manage tickets from creation to resolution, establish effective workflows, automate repetitive service tasks, monitor service performance, and improve the overall user experience. The course also explores how Jira Service Management can support ITIL-aligned practices and strengthen collaboration between IT teams, business users, and other service functions.
Through practical exercises and realistic service-management scenarios, participants will develop the confidence to use Jira Service Management to streamline operations, reduce response times, improve visibility, and deliver consistent IT services.
Curriculum & Topics
14 Topics | 70 Sessions
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Workshop 1.1:
The difference between JSM and Jira Software
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Workshop 1.2:
Navigating the JSM interface
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Workshop 1.3:
The role of agents, customers, and administrators
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Workshop 1.4:
Understanding request types and issue types
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Workshop 1.5:
The lifecycle of a service request
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Workshop 2.1:
Creating a new service project
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Workshop 2.2:
Customizing the customer portal
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Workshop 2.3:
Adding and removing request types
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Workshop 2.4:
Branding your service desk
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Workshop 2.5:
Configuring forms and fields
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Workshop 3.1:
Creating requests on behalf of customers
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Workshop 3.2:
The difference between requests and issues
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Workshop 3.3:
Using the agent view for efficiency
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Workshop 3.4:
Adding internal notes and customer-facing comments
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Workshop 3.5:
Closing and resolving requests
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Workshop 4.1:
The principles of incident management
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Workshop 4.2:
Configuring incident request types
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Workshop 4.3:
Creating and escalating incidents
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Workshop 4.4:
Linking incidents to problems
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Workshop 4.5:
Using SLAs to track resolution times
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Workshop 5.1:
The purpose of problem management
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Workshop 5.2:
Linking incidents to a root cause analysis
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Workshop 5.3:
The change management process
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Workshop 5.4:
Creating change requests
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Workshop 5.5:
Implementing a knowledge base for common problems
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Workshop 6.1:
The importance of automation in JSM
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Workshop 6.2:
Setting up simple rules for actions
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Workshop 6.3:
Automating approvals and notifications
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Workshop 6.4:
The power of the Automation for Jira engine
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Workshop 6.5:
Creating a custom workflow
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Workshop 7.1:
Understanding queues and their purpose
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Workshop 7.2:
Creating custom queues for specific teams
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Workshop 7.3:
The role of queues in workload management
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Workshop 7.4:
Using a queue to monitor SLAs
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Workshop 7.5:
Optimizing a queue for agent performance
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Workshop 8.1:
Configuring SLAs for different request types
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Workshop 8.2:
Understanding how SLAs are calculated
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Workshop 8.3:
Adding notifications for approaching SLAs
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Workshop 8.4:
Creating custom SLA metrics
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Workshop 8.5:
The importance of a clear SLA policy
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Workshop 9.1:
Using built-in JSM reports
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Workshop 9.2:
Creating a custom dashboard
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Workshop 9.3:
Adding gadgets for key metrics
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Workshop 9.4:
Reporting on agent performance
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Workshop 9.5:
Sharing reports with stakeholders
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Workshop 10.1:
Optimizing the customer experience
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Workshop 10.2:
Using dynamic forms and fields
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Workshop 10.3:
Providing a self-service option
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Workshop 10.4:
Managing customer accounts
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Workshop 10.5:
The role of the portal in deflection
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Workshop 11.1:
Integrating JSM with Confluence
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Workshop 11.2:
Creating and linking knowledge base articles
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Workshop 11.3:
Deflecting requests with relevant articles
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Workshop 11.4:
The importance of a living knowledge base
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Workshop 11.5:
Best practices for article creation
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Workshop 12.1:
Managing project and issue permissions
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Workshop 12.2:
The role of roles in JSM
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Workshop 12.3:
Restricting who can view requests
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Workshop 12.4:
The importance of a clear permission scheme
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Workshop 12.5:
Troubleshooting permission issues
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Workshop 13.1:
The power of bulk changes
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Workshop 13.2:
Using macros to perform quick actions
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Workshop 13.3:
Applying labels to multiple issues
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Workshop 13.4:
The importance of consistent data
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Workshop 13.5:
The benefits of a well-maintained issue list
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Workshop 14.1:
Using the Jira mobile app for JSM
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Workshop 14.2:
The benefits of the desktop application
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Workshop 14.3:
The difference between mobile and desktop functionality
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Workshop 14.4:
Working on issues on the go
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Workshop 14.5:
Providing support from anywhere
