JSM for ITSM | Live Online | May 13-14, 2024

Overview Accelerate your implementation of Jira Service Management with this 2-day deep dive into Atlassian's ITSM product suite, including Assets and Opsgenie.

Designed for service desk administrators and agents who are considering or adopting Jira Service Management for their ITSM platform solution, attendees will set up a service desk with service requests, change management, incident management, and problem management. Additionally, attendees will learn how to configure and integrate Assets (Atlassian's asset and configuration management tool) and Opsgenie (alerts and on-call scheduling).

This class is best suited for individuals with experience in basic Jira and Jira Service Management administration (covered in our Jira Boot Camp and Jira Service Management Boot Camp offerings).

Strategy Focused on retention, Valiantys courses are always live, online, interactive workshops designed to leave users confident in their understanding and use of the tools and processes.Valiantys real-world examples and industry-leading best practices to convey the material in a clear and logical progression.Our instructors are Atlassian-certified professionals who are ready to answer your questions.

Class workshops take place in non-production environments where participants have the opportunity to practice in a realistic setting that can be cross-referenced after completing the course.

Outline

* Introduction to Jira Service Management * Overview of IT Service Management (ITSM) * Introduction to Jira Service Management * Importance and benefits of using Jira Service Management for ITSM * Getting Started with Jira Service Management * Setting up a Jira Service Management project * Understanding Service Desks and Queues * User roles and permissions in Jira Service Management * Configuring Service Requests * Defining and managing request types * Customizing request forms * Automating request workflows * Incident Management in Jira Service Management * Understanding incidents and problem management * Setting up incident management workflows * Prioritizing and managing incidents effectively * Change Management with Jira Service Management * Overview of change management processes * Configuring change management workflows * Managing changes and approvals in Jira Service Management * Problem Management in Jira Service Management * Identifying and categorizing problems * Investigating and resolving problems efficiently * Continuous improvement through problem management * Knowledge Management and Self-Service * Creating a knowledge base in Jira Service Management * Providing self-service options for users * Promoting knowledge sharing and collaboration * Reporting and Analytics * Generating reports and dashboards in Jira Service Management * Monitoring key performance indicators (KPIs) * Using data to drive decision-making and improvements * Integrations and Extensions * Integrating Jira Service Management with other tools and systems * Exploring marketplace apps and extensions for enhanced functionality * Best practices for managing integrations and extensions * Best Practices and Tips for Success * Tips for effective usage and adoption of Jira Service Management * Common pitfalls to avoid * Q&A and discussion session

Have questions? Send us a message at training.na@valiantys.com. We're always happy to help!