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.

Duration: 10 days

Target Audience:

• Service Desk Agents
• IT Managers
• System Administrators
• Help Desk Staff
• Project Managers
• Product Managers
• Customer Support Specialists
• Business Analysts
• Operations Managers
• DevOps Engineers

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

Course Modules:

Module 1: JSM Fundamentals

• The difference between JSM and Jira Software
• Navigating the JSM interface
• The role of agents, customers, and administrators
• Understanding request types and issue types
• The lifecycle of a service request

Module 2: Setting Up Your Service Desk

• Creating a new service project
• Customizing the customer portal
• Adding and removing request types
• Branding your service desk
• Configuring forms and fields

Module 3: Managing Requests

• Creating requests on behalf of customers
• The difference between requests and issues
• Using the agent view for efficiency
• Adding internal notes and customer-facing comments
• Closing and resolving requests

Module 4: Incident Management

• The principles of incident management
• Configuring incident request types
• Creating and escalating incidents
• Linking incidents to problems
• Using SLAs to track resolution times

Module 5: Problem and Change Management

• The purpose of problem management
• Linking incidents to a root cause analysis
• The change management process
• Creating change requests
• Implementing a knowledge base for common problems

Module 6: Automation and Workflows

• The importance of automation in JSM
• Setting up simple rules for actions
• Automating approvals and notifications
• The power of the Automation for Jira engine
• Creating a custom workflow

Module 7: Queues and Team Efficiency

• Understanding queues and their purpose
• Creating custom queues for specific teams
• The role of queues in workload management
• Using a queue to monitor SLAs
• Optimizing a queue for agent performance

Module 8: SLAs (Service Level Agreements)

• Configuring SLAs for different request types
• Understanding how SLAs are calculated
• Adding notifications for approaching SLAs
• Creating custom SLA metrics
• The importance of a clear SLA policy

Module 9: Reports and Dashboards

• Using built-in JSM reports
• Creating a custom dashboard
• Adding gadgets for key metrics
• Reporting on agent performance
• Sharing reports with stakeholders

Module 10: The Customer Portal

• Optimizing the customer experience
• Using dynamic forms and fields
• Providing a self-service option
• Managing customer accounts
• The role of the portal in deflection

Module 11: Knowledge Base

• Integrating JSM with Confluence
• Creating and linking knowledge base articles
• Deflecting requests with relevant articles
• The importance of a living knowledge base
• Best practices for article creation

Module 12: Advanced Permissions

• Managing project and issue permissions
• The role of roles in JSM
• Restricting who can view requests
• The importance of a clear permission scheme
• Troubleshooting permission issues

Module 13: Bulk Actions and Macros

• The power of bulk changes
• Using macros to perform quick actions
• Applying labels to multiple issues
• The importance of consistent data
• The benefits of a well-maintained issue list

Module 14: Mobile and Desktop App

• Using the Jira mobile app for JSM
• The benefits of the desktop application
• The difference between mobile and desktop functionality
• Working on issues on the go
• Providing support from anywhere

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 10 working days before commencement of the training.