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Course Outline

Introduction to Jira Service Management

  • General overview of Jira Service Management capabilities
  • Understanding user profiles and role definitions

Core Jira Service Management Features

  • Navigating the agent's workspace
  • Processing and managing service requests
  • Curating and maintaining the knowledge base

Jira Service Management Backend Management

  • Managing projects and issue tracking
  • Analyzing and understanding workflow configurations
  • Leveraging security features
  • Configuring customer portal settings
  • Defining and managing request types
  • Developing Service Level Agreements (SLAs)
  • Installing and managing plugin extensions

Jira Service Management Automation

  • Designing automation rules for recurring tasks
  • Configuring triggers and associated actions
  • Streamlining workflows through automation

Jira Service Management with Confluence

  • Overview of Confluence platform
  • Establishing integration between Jira Service Management and Confluence
  • Utilizing Confluence as an integrated knowledge base with Jira Service Management

Jira Service Management Integrations

  • Linking with a Jira Software instance
  • Connecting with LDAP directories
  • Integrating with CMDB systems

Conclusion and Recommended Next Steps

Requirements

  • Foundational knowledge of Jira

Target Audience

  • Jira administrators
 7 Hours

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