Master JIRA Service Desk to Automate IT Workflows and Future-Proof Your Career
Every day you delay mastering JIRA Service Desk, you're leaving efficiency, visibility, and career momentum on the table. The IT landscape is shifting fast, and manual ticketing, chaotic escalations, and reactive support are no longer sustainable - or acceptable. Teams that automate their workflows aren’t just faster, they’re strategic partners in business transformation. They get promoted. They lead digital initiatives. They become indispensable. This isn't another technical walkthrough. This is your direct path from overwhelmed to overqualified, from firefighting to forward-thinking. The Master JIRA Service Desk to Automate IT Workflows and Future-Proof Your Career program delivers a board-ready skill set that turns service management into a competitive advantage. You’ll go from scattered processes to a fully automated, audit-ready, end-to-end IT service framework in under 30 days. One graduate, a senior systems analyst at a global fintech firm, automated 87% of Level 1 incidents, reduced MTTR by 63%, and secured a $28K salary bump within two months of completion. Your peers are already building self-healing workflows, integrating incident management with change control, and using data to predict bottlenecks before they happen. If you're not doing the same, you're falling behind. This course is engineered for professionals who want clarity, control, and career acceleration - with zero fluff and maximum ROI. Here’s how this course is structured to help you get there.Course Format & Delivery: Learn On Your Terms, With Zero Risk This is a self-paced, on-demand learning experience designed for IT professionals who need results without disrupting their work schedule. Enroll now and gain structured access to all course materials. There are no fixed start dates, no deadlines, and no pressure - just precise, actionable learning when you’re ready. Immediate Access, Lifetime Learning
You’ll receive a confirmation email upon enrollment. Once your access is activated, you’ll be able to log in anytime, anywhere. The entire program is mobile-friendly and accessible 24/7 across devices, so you can learn during commutes, between meetings, or after hours - on your terms. Completion typically takes 25 to 30 hours, with most participants implementing their first automation within 72 hours of starting. You can finish in as little as two weeks or spread it out over months - the pace is yours to control. Full Instructor Support & Real-World Guidance
You are not alone. Throughout the course, you’ll have direct access to expert guidance through curated support channels. Every concept is reinforced with contextual examples, decision frameworks, and implementation templates so you can apply your learning immediately in your environment. - Step-by-step configuration blueprints
- Pre-built workflow logic maps
- SLA design scorecards
- Automation rule templates for common IT use cases
This isn’t passive learning. It’s a hands-on implementation roadmap backed by deep industry expertise. Your Career-Advancing Certificate
Upon completion, you’ll earn a Certificate of Completion issued by The Art of Service - a globally recognised credential trusted by over 32,000 IT and service management professionals worldwide. This certificate validates your ability to design, deploy, and optimise enterprise-grade JIRA Service Desk implementations with measurable impact. It's shareable on LinkedIn, included in performance reviews, and used by graduates to justify promotions, salary adjustments, and project leadership roles. No Hidden Fees. No Surprise Costs.
The pricing model is transparent: one clear fee with no recurring charges, no hidden add-ons. You’ll never be upsold into another tier or locked into a subscription. What you see is what you get - lifetime access included. We accept all major payment methods including Visa, Mastercard, and PayPal. Transactions are processed securely with bank-level encryption. 100% Risk-Free Enrollment: Satisfied or Refunded
We remove all risk with a full money-back guarantee. If you complete the first three modules and don’t feel you’ve gained actionable value, simply request a refund. No forms, no hoops, no questions. We’re confident because real people have used this exact methodology to: - Reduce incident resolution time by over 50%
- Eliminate redundant ticket handoffs across teams
- Standardise service request intake across departments
- Scale support operations without adding headcount
This works even if: you’re new to JIRA, your organisation uses an older version, you’re not in ITIL-certified environment, or you’ve struggled with automation tools before. The course includes version-agnostic setup patterns, compatibility matrices, and migration pathways so you can succeed regardless of your starting point. This is not theoretical. It’s battle-tested. And if you implement even 20% of what’s taught, you’ll see measurable improvements in workflow efficiency, team agility, and stakeholder trust.
Extensive and Detailed Course Curriculum
Module 1: Foundations of Modern IT Service Management - Understanding the evolution of IT support: from break-fix to proactive service
- Core principles of service desk automation
- How JIRA Service Desk aligns with ITIL best practices
- Differentiating between JIRA Software and JIRA Service Desk
- Key roles: Agent, Customer, Administrator, Approver
- Setting up your first service project vs business project
- Introduction to service level agreements (SLAs) and their strategic importance
- Mapping customer journeys in service delivery
- Defining support tiers and escalation paths
- Best practices for knowledge base integration from day one
Module 2: Project Setup & Configuration Mastery - Step-by-step project creation: choosing the right template
- Configuring queues for optimal visibility and triage
- Customising request types for clarity and compliance
- Setting up issue types and subtask relationships
- Field configuration strategies for IT workflows
- Using custom fields without overcomplicating UX
- Building intuitive service request forms
- Implementing dropdowns, checkboxes, and conditional logic in forms
- Configuring automated timestamps and audit trails
- Version control for configuration changes
Module 3: SLA Management & Performance Tracking - Creating multi-stage SLA policies for different request types
- Configuring pause conditions based on customer response
- Setting breach reminders and escalation triggers
- Using calendar-based time tracking for accurate SLA measurement
- Building custom calendars for regional or department-specific hours
- Automated breach notifications to agents and managers
- Displaying SLA status directly in customer portals
- Analysing SLA performance with built-in reports
- Setting realistic SLA targets using historical data
- Aligning SLAs with business priorities and stakeholder expectations
Module 4: Workflow Automation Core Principles - Introduction to automation rules and their triggers
- Understanding event-driven vs time-based actions
- Designing automation logic using IF-THEN-BUT frameworks
- Best practices for naming and organising automation rules
- Avoiding automation conflicts and circular logic
- Testing automation in sandbox environments
- Using variables and smart values in rule conditions
- Chaining multiple automations for complex processes
- Setting rule scopes to prevent cross-project interference
- Monitoring automation run history and error logs
Module 5: Advanced Automation: Real-World IT Scenarios - Auto-resolving duplicate tickets using fingerprinting logic
- Automated ticket routing based on keyword detection
- Escalating stale tickets to team leads after defined inactivity
- Auto-assigning tickets based on skills or availability
- Triggering change requests from incident resolution
- Creating follow-up tasks after ticket closure
- Automating customer satisfaction surveys post-resolution
- Syncing critical incidents with external alerting systems
- Auto-generating runbooks from resolved high-priority tickets
- Automating approval workflows for access requests
Module 6: Customer Portal & Self-Service Design - Customising the customer portal for brand alignment
- Organising request types into intuitive categories
- Adding rich text descriptions and image guides to requests
- Setting up public vs private knowledge base articles
- Embedding video alternatives using linked documentation
- Enabling comment permissions and collaboration settings
- Allowing customers to track ticket status in real time
- Configuring email notifications for portal users
- Building a searchable, filterable FAQ section
- Using analytics to identify top customer pain points
Module 7: Agent Experience & Productivity Optimisation - Customising agent dashboards for maximum efficiency
- Setting up personal and team queues
- Using quick filters to reduce triage time
- Configuring bulk actions for repetitive updates
- Creating saved replies and response templates
- Implementing keyboard shortcuts and time-saving gestures
- Setting up agent workload visibility
- Managing availability and shift-based assignments
- Integrating internal comments for secure team collaboration
- Training new agents using standardised workflows
Module 8: Reporting, Dashboards & Data-Driven Decisions - Key metrics every service desk must track
- Building custom reports for incident volume and trends
- Analysing first response and resolution times by team
- Creating dashboards for executive visibility
- Using time-in-status reports to identify bottlenecks
- Slicing data by priority, category, and resolver group
- Exporting reports for audit and compliance purposes
- Setting up scheduled report delivery
- Measuring customer satisfaction trends over time
- Linking support data to business outcomes
Module 9: Integrations with Other Atlassian Tools - Connecting JIRA Service Desk with JIRA Software projects
- Synchronising bugs and feature requests across teams
- Linking service requests to development sprints
- Using Confluence for centralised knowledge documentation
- Embedding service desk KPIs in Confluence dashboards
- Setting up bidirectional comment syncing
- Integrating Opsgenie for incident alerting and on-call rotation
- Automating incident creation from monitoring tool alerts
- Configuring status page updates during outages
- Using Trello for lightweight request tracking in non-IT teams
Module 10: Enterprise-Grade Security & Compliance - Role-based access control for agents and customers
- Setting permission schemes for sensitive projects
- Configuring data retention and archiving policies
- Audit log setup and regular review processes
- GDPR and privacy compliance in ticket handling
- Masking personal data in automation outputs
- Securing API tokens and integration credentials
- Managing customer data export and deletion requests
- Creating compliance-ready evidence packages
- Implementing change control for configuration updates
Module 11: Cross-Functional Workflow Integration - Extending service desk beyond IT: HR, Facilities, Finance
- Standardising request intake across departments
- Building shared service models with centralised reporting
- Mapping inter-team dependencies in complex workflows
- Using request types to enforce process compliance
- Training non-IT teams to use service desk tools
- Managing approvals for equipment, access, and purchases
- Synchronising employee onboarding and offboarding
- Automating software license requests and tracking
- Generating asset records from resolved hardware tickets
Module 12: IT Asset Management with Insight Integration - Introduction to JIRA Asset Management with Insight
- Modelling IT assets: hardware, software, and cloud services
- Creating object schemas and relational hierarchies
- Linking incidents to affected assets automatically
- Visualising asset dependency maps
- Tracking configuration items (CIs) through their lifecycle
- Automating asset discovery via integration adapters
- Reporting on asset utilisation and ownership
- Setting up alerts for end-of-life or unsupported software
- Using asset data to prioritise incident resolution
Module 13: Change Management & Request Fulfilment - Building standard, normal, and emergency change workflows
- Creating RFC forms with required justification fields
- Configuring CAB approval routing and voting rules
- Linking changes to related incidents and problems
- Setting up pre-implementation checklists
- Automating post-implementation reviews
- Generating change calendars for visibility
- Tracking success and failure rates by change type
- Reducing change fail rate using historical analysis
- Integrating change status into stakeholder dashboards
Module 14: Problem Management & Root Cause Analysis - Creating problem records from recurring incidents
- Using known error databases to capture root causes
- Linking problems to temporary workarounds
- Setting up major incident review workflows
- Conducting blameless post-mortems using templates
- Analysing incident clusters with trend reports
- Automating problem identification from duplicate tickets
- Tracking permanent fixes until deployment
- Generating problem closure reports for compliance
- Using problem data to influence future architecture decisions
Module 15: Customer Communication & Feedback Loops - Setting up automated status update emails
- Customising communication templates by request type
- Using smart values to personalise messages
- Configuring escalation notifications to stakeholders
- Sending resolution summaries with next steps
- Automating feedback requests after ticket closure
- Analysing CSAT comments for service improvement
- Identifying frustrated customers for proactive outreach
- Setting up SLA breach apology workflows
- Building trust through consistent, transparent communication
Module 16: DevOps & Continuous Improvement Integration - Linking incidents to deployments and builds
- Tracking bug fixes from request to release
- Using service data to improve CI/CD pipelines
- Automating rollback notifications on failed deploys
- Integrating with Bitbucket and Bamboo for traceability
- Measuring mean time to recovery (MTTR) for outages
- Analysing incident frequency by service or environment
- Using DORA metrics to benchmark performance
- Identifying services with high incident rates
- Collaborating with DevOps to reduce technical debt
Module 17: AI-Ready Workflows & Future-Proofing - Designing workflows compatible with AI-driven support
- Structuring data for future machine learning use
- Tagging tickets for intent detection and classification
- Preparing for AIOps integrations
- Building predictive support models from historical data
- Automating ticket summarisation using rule logic
- Creating confidence scores for self-service solutions
- Using trend analysis to anticipate demand spikes
- Documenting processes for future chatbot training
- Positioning yourself as a leader in AI-enabled service evolution
Module 18: Implementation Playbook & Real-World Projects - Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle
Module 19: Certification, Career Advancement & Next Steps - Preparing for your Certificate of Completion assessment
- Completing the final implementation project
- Submitting your automation workflow for review
- Receiving your credential from The Art of Service
- Adding certification to LinkedIn and resumes
- Using your certification in performance reviews
- Negotiating promotions or role expansion
- Becoming a certified internal champion
- Leading organisational transformation initiatives
- Accessing alumni resources and advanced modules
Module 1: Foundations of Modern IT Service Management - Understanding the evolution of IT support: from break-fix to proactive service
- Core principles of service desk automation
- How JIRA Service Desk aligns with ITIL best practices
- Differentiating between JIRA Software and JIRA Service Desk
- Key roles: Agent, Customer, Administrator, Approver
- Setting up your first service project vs business project
- Introduction to service level agreements (SLAs) and their strategic importance
- Mapping customer journeys in service delivery
- Defining support tiers and escalation paths
- Best practices for knowledge base integration from day one
Module 2: Project Setup & Configuration Mastery - Step-by-step project creation: choosing the right template
- Configuring queues for optimal visibility and triage
- Customising request types for clarity and compliance
- Setting up issue types and subtask relationships
- Field configuration strategies for IT workflows
- Using custom fields without overcomplicating UX
- Building intuitive service request forms
- Implementing dropdowns, checkboxes, and conditional logic in forms
- Configuring automated timestamps and audit trails
- Version control for configuration changes
Module 3: SLA Management & Performance Tracking - Creating multi-stage SLA policies for different request types
- Configuring pause conditions based on customer response
- Setting breach reminders and escalation triggers
- Using calendar-based time tracking for accurate SLA measurement
- Building custom calendars for regional or department-specific hours
- Automated breach notifications to agents and managers
- Displaying SLA status directly in customer portals
- Analysing SLA performance with built-in reports
- Setting realistic SLA targets using historical data
- Aligning SLAs with business priorities and stakeholder expectations
Module 4: Workflow Automation Core Principles - Introduction to automation rules and their triggers
- Understanding event-driven vs time-based actions
- Designing automation logic using IF-THEN-BUT frameworks
- Best practices for naming and organising automation rules
- Avoiding automation conflicts and circular logic
- Testing automation in sandbox environments
- Using variables and smart values in rule conditions
- Chaining multiple automations for complex processes
- Setting rule scopes to prevent cross-project interference
- Monitoring automation run history and error logs
Module 5: Advanced Automation: Real-World IT Scenarios - Auto-resolving duplicate tickets using fingerprinting logic
- Automated ticket routing based on keyword detection
- Escalating stale tickets to team leads after defined inactivity
- Auto-assigning tickets based on skills or availability
- Triggering change requests from incident resolution
- Creating follow-up tasks after ticket closure
- Automating customer satisfaction surveys post-resolution
- Syncing critical incidents with external alerting systems
- Auto-generating runbooks from resolved high-priority tickets
- Automating approval workflows for access requests
Module 6: Customer Portal & Self-Service Design - Customising the customer portal for brand alignment
- Organising request types into intuitive categories
- Adding rich text descriptions and image guides to requests
- Setting up public vs private knowledge base articles
- Embedding video alternatives using linked documentation
- Enabling comment permissions and collaboration settings
- Allowing customers to track ticket status in real time
- Configuring email notifications for portal users
- Building a searchable, filterable FAQ section
- Using analytics to identify top customer pain points
Module 7: Agent Experience & Productivity Optimisation - Customising agent dashboards for maximum efficiency
- Setting up personal and team queues
- Using quick filters to reduce triage time
- Configuring bulk actions for repetitive updates
- Creating saved replies and response templates
- Implementing keyboard shortcuts and time-saving gestures
- Setting up agent workload visibility
- Managing availability and shift-based assignments
- Integrating internal comments for secure team collaboration
- Training new agents using standardised workflows
Module 8: Reporting, Dashboards & Data-Driven Decisions - Key metrics every service desk must track
- Building custom reports for incident volume and trends
- Analysing first response and resolution times by team
- Creating dashboards for executive visibility
- Using time-in-status reports to identify bottlenecks
- Slicing data by priority, category, and resolver group
- Exporting reports for audit and compliance purposes
- Setting up scheduled report delivery
- Measuring customer satisfaction trends over time
- Linking support data to business outcomes
Module 9: Integrations with Other Atlassian Tools - Connecting JIRA Service Desk with JIRA Software projects
- Synchronising bugs and feature requests across teams
- Linking service requests to development sprints
- Using Confluence for centralised knowledge documentation
- Embedding service desk KPIs in Confluence dashboards
- Setting up bidirectional comment syncing
- Integrating Opsgenie for incident alerting and on-call rotation
- Automating incident creation from monitoring tool alerts
- Configuring status page updates during outages
- Using Trello for lightweight request tracking in non-IT teams
Module 10: Enterprise-Grade Security & Compliance - Role-based access control for agents and customers
- Setting permission schemes for sensitive projects
- Configuring data retention and archiving policies
- Audit log setup and regular review processes
- GDPR and privacy compliance in ticket handling
- Masking personal data in automation outputs
- Securing API tokens and integration credentials
- Managing customer data export and deletion requests
- Creating compliance-ready evidence packages
- Implementing change control for configuration updates
Module 11: Cross-Functional Workflow Integration - Extending service desk beyond IT: HR, Facilities, Finance
- Standardising request intake across departments
- Building shared service models with centralised reporting
- Mapping inter-team dependencies in complex workflows
- Using request types to enforce process compliance
- Training non-IT teams to use service desk tools
- Managing approvals for equipment, access, and purchases
- Synchronising employee onboarding and offboarding
- Automating software license requests and tracking
- Generating asset records from resolved hardware tickets
Module 12: IT Asset Management with Insight Integration - Introduction to JIRA Asset Management with Insight
- Modelling IT assets: hardware, software, and cloud services
- Creating object schemas and relational hierarchies
- Linking incidents to affected assets automatically
- Visualising asset dependency maps
- Tracking configuration items (CIs) through their lifecycle
- Automating asset discovery via integration adapters
- Reporting on asset utilisation and ownership
- Setting up alerts for end-of-life or unsupported software
- Using asset data to prioritise incident resolution
Module 13: Change Management & Request Fulfilment - Building standard, normal, and emergency change workflows
- Creating RFC forms with required justification fields
- Configuring CAB approval routing and voting rules
- Linking changes to related incidents and problems
- Setting up pre-implementation checklists
- Automating post-implementation reviews
- Generating change calendars for visibility
- Tracking success and failure rates by change type
- Reducing change fail rate using historical analysis
- Integrating change status into stakeholder dashboards
Module 14: Problem Management & Root Cause Analysis - Creating problem records from recurring incidents
- Using known error databases to capture root causes
- Linking problems to temporary workarounds
- Setting up major incident review workflows
- Conducting blameless post-mortems using templates
- Analysing incident clusters with trend reports
- Automating problem identification from duplicate tickets
- Tracking permanent fixes until deployment
- Generating problem closure reports for compliance
- Using problem data to influence future architecture decisions
Module 15: Customer Communication & Feedback Loops - Setting up automated status update emails
- Customising communication templates by request type
- Using smart values to personalise messages
- Configuring escalation notifications to stakeholders
- Sending resolution summaries with next steps
- Automating feedback requests after ticket closure
- Analysing CSAT comments for service improvement
- Identifying frustrated customers for proactive outreach
- Setting up SLA breach apology workflows
- Building trust through consistent, transparent communication
Module 16: DevOps & Continuous Improvement Integration - Linking incidents to deployments and builds
- Tracking bug fixes from request to release
- Using service data to improve CI/CD pipelines
- Automating rollback notifications on failed deploys
- Integrating with Bitbucket and Bamboo for traceability
- Measuring mean time to recovery (MTTR) for outages
- Analysing incident frequency by service or environment
- Using DORA metrics to benchmark performance
- Identifying services with high incident rates
- Collaborating with DevOps to reduce technical debt
Module 17: AI-Ready Workflows & Future-Proofing - Designing workflows compatible with AI-driven support
- Structuring data for future machine learning use
- Tagging tickets for intent detection and classification
- Preparing for AIOps integrations
- Building predictive support models from historical data
- Automating ticket summarisation using rule logic
- Creating confidence scores for self-service solutions
- Using trend analysis to anticipate demand spikes
- Documenting processes for future chatbot training
- Positioning yourself as a leader in AI-enabled service evolution
Module 18: Implementation Playbook & Real-World Projects - Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle
Module 19: Certification, Career Advancement & Next Steps - Preparing for your Certificate of Completion assessment
- Completing the final implementation project
- Submitting your automation workflow for review
- Receiving your credential from The Art of Service
- Adding certification to LinkedIn and resumes
- Using your certification in performance reviews
- Negotiating promotions or role expansion
- Becoming a certified internal champion
- Leading organisational transformation initiatives
- Accessing alumni resources and advanced modules
- Step-by-step project creation: choosing the right template
- Configuring queues for optimal visibility and triage
- Customising request types for clarity and compliance
- Setting up issue types and subtask relationships
- Field configuration strategies for IT workflows
- Using custom fields without overcomplicating UX
- Building intuitive service request forms
- Implementing dropdowns, checkboxes, and conditional logic in forms
- Configuring automated timestamps and audit trails
- Version control for configuration changes
Module 3: SLA Management & Performance Tracking - Creating multi-stage SLA policies for different request types
- Configuring pause conditions based on customer response
- Setting breach reminders and escalation triggers
- Using calendar-based time tracking for accurate SLA measurement
- Building custom calendars for regional or department-specific hours
- Automated breach notifications to agents and managers
- Displaying SLA status directly in customer portals
- Analysing SLA performance with built-in reports
- Setting realistic SLA targets using historical data
- Aligning SLAs with business priorities and stakeholder expectations
Module 4: Workflow Automation Core Principles - Introduction to automation rules and their triggers
- Understanding event-driven vs time-based actions
- Designing automation logic using IF-THEN-BUT frameworks
- Best practices for naming and organising automation rules
- Avoiding automation conflicts and circular logic
- Testing automation in sandbox environments
- Using variables and smart values in rule conditions
- Chaining multiple automations for complex processes
- Setting rule scopes to prevent cross-project interference
- Monitoring automation run history and error logs
Module 5: Advanced Automation: Real-World IT Scenarios - Auto-resolving duplicate tickets using fingerprinting logic
- Automated ticket routing based on keyword detection
- Escalating stale tickets to team leads after defined inactivity
- Auto-assigning tickets based on skills or availability
- Triggering change requests from incident resolution
- Creating follow-up tasks after ticket closure
- Automating customer satisfaction surveys post-resolution
- Syncing critical incidents with external alerting systems
- Auto-generating runbooks from resolved high-priority tickets
- Automating approval workflows for access requests
Module 6: Customer Portal & Self-Service Design - Customising the customer portal for brand alignment
- Organising request types into intuitive categories
- Adding rich text descriptions and image guides to requests
- Setting up public vs private knowledge base articles
- Embedding video alternatives using linked documentation
- Enabling comment permissions and collaboration settings
- Allowing customers to track ticket status in real time
- Configuring email notifications for portal users
- Building a searchable, filterable FAQ section
- Using analytics to identify top customer pain points
Module 7: Agent Experience & Productivity Optimisation - Customising agent dashboards for maximum efficiency
- Setting up personal and team queues
- Using quick filters to reduce triage time
- Configuring bulk actions for repetitive updates
- Creating saved replies and response templates
- Implementing keyboard shortcuts and time-saving gestures
- Setting up agent workload visibility
- Managing availability and shift-based assignments
- Integrating internal comments for secure team collaboration
- Training new agents using standardised workflows
Module 8: Reporting, Dashboards & Data-Driven Decisions - Key metrics every service desk must track
- Building custom reports for incident volume and trends
- Analysing first response and resolution times by team
- Creating dashboards for executive visibility
- Using time-in-status reports to identify bottlenecks
- Slicing data by priority, category, and resolver group
- Exporting reports for audit and compliance purposes
- Setting up scheduled report delivery
- Measuring customer satisfaction trends over time
- Linking support data to business outcomes
Module 9: Integrations with Other Atlassian Tools - Connecting JIRA Service Desk with JIRA Software projects
- Synchronising bugs and feature requests across teams
- Linking service requests to development sprints
- Using Confluence for centralised knowledge documentation
- Embedding service desk KPIs in Confluence dashboards
- Setting up bidirectional comment syncing
- Integrating Opsgenie for incident alerting and on-call rotation
- Automating incident creation from monitoring tool alerts
- Configuring status page updates during outages
- Using Trello for lightweight request tracking in non-IT teams
Module 10: Enterprise-Grade Security & Compliance - Role-based access control for agents and customers
- Setting permission schemes for sensitive projects
- Configuring data retention and archiving policies
- Audit log setup and regular review processes
- GDPR and privacy compliance in ticket handling
- Masking personal data in automation outputs
- Securing API tokens and integration credentials
- Managing customer data export and deletion requests
- Creating compliance-ready evidence packages
- Implementing change control for configuration updates
Module 11: Cross-Functional Workflow Integration - Extending service desk beyond IT: HR, Facilities, Finance
- Standardising request intake across departments
- Building shared service models with centralised reporting
- Mapping inter-team dependencies in complex workflows
- Using request types to enforce process compliance
- Training non-IT teams to use service desk tools
- Managing approvals for equipment, access, and purchases
- Synchronising employee onboarding and offboarding
- Automating software license requests and tracking
- Generating asset records from resolved hardware tickets
Module 12: IT Asset Management with Insight Integration - Introduction to JIRA Asset Management with Insight
- Modelling IT assets: hardware, software, and cloud services
- Creating object schemas and relational hierarchies
- Linking incidents to affected assets automatically
- Visualising asset dependency maps
- Tracking configuration items (CIs) through their lifecycle
- Automating asset discovery via integration adapters
- Reporting on asset utilisation and ownership
- Setting up alerts for end-of-life or unsupported software
- Using asset data to prioritise incident resolution
Module 13: Change Management & Request Fulfilment - Building standard, normal, and emergency change workflows
- Creating RFC forms with required justification fields
- Configuring CAB approval routing and voting rules
- Linking changes to related incidents and problems
- Setting up pre-implementation checklists
- Automating post-implementation reviews
- Generating change calendars for visibility
- Tracking success and failure rates by change type
- Reducing change fail rate using historical analysis
- Integrating change status into stakeholder dashboards
Module 14: Problem Management & Root Cause Analysis - Creating problem records from recurring incidents
- Using known error databases to capture root causes
- Linking problems to temporary workarounds
- Setting up major incident review workflows
- Conducting blameless post-mortems using templates
- Analysing incident clusters with trend reports
- Automating problem identification from duplicate tickets
- Tracking permanent fixes until deployment
- Generating problem closure reports for compliance
- Using problem data to influence future architecture decisions
Module 15: Customer Communication & Feedback Loops - Setting up automated status update emails
- Customising communication templates by request type
- Using smart values to personalise messages
- Configuring escalation notifications to stakeholders
- Sending resolution summaries with next steps
- Automating feedback requests after ticket closure
- Analysing CSAT comments for service improvement
- Identifying frustrated customers for proactive outreach
- Setting up SLA breach apology workflows
- Building trust through consistent, transparent communication
Module 16: DevOps & Continuous Improvement Integration - Linking incidents to deployments and builds
- Tracking bug fixes from request to release
- Using service data to improve CI/CD pipelines
- Automating rollback notifications on failed deploys
- Integrating with Bitbucket and Bamboo for traceability
- Measuring mean time to recovery (MTTR) for outages
- Analysing incident frequency by service or environment
- Using DORA metrics to benchmark performance
- Identifying services with high incident rates
- Collaborating with DevOps to reduce technical debt
Module 17: AI-Ready Workflows & Future-Proofing - Designing workflows compatible with AI-driven support
- Structuring data for future machine learning use
- Tagging tickets for intent detection and classification
- Preparing for AIOps integrations
- Building predictive support models from historical data
- Automating ticket summarisation using rule logic
- Creating confidence scores for self-service solutions
- Using trend analysis to anticipate demand spikes
- Documenting processes for future chatbot training
- Positioning yourself as a leader in AI-enabled service evolution
Module 18: Implementation Playbook & Real-World Projects - Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle
Module 19: Certification, Career Advancement & Next Steps - Preparing for your Certificate of Completion assessment
- Completing the final implementation project
- Submitting your automation workflow for review
- Receiving your credential from The Art of Service
- Adding certification to LinkedIn and resumes
- Using your certification in performance reviews
- Negotiating promotions or role expansion
- Becoming a certified internal champion
- Leading organisational transformation initiatives
- Accessing alumni resources and advanced modules
- Introduction to automation rules and their triggers
- Understanding event-driven vs time-based actions
- Designing automation logic using IF-THEN-BUT frameworks
- Best practices for naming and organising automation rules
- Avoiding automation conflicts and circular logic
- Testing automation in sandbox environments
- Using variables and smart values in rule conditions
- Chaining multiple automations for complex processes
- Setting rule scopes to prevent cross-project interference
- Monitoring automation run history and error logs
Module 5: Advanced Automation: Real-World IT Scenarios - Auto-resolving duplicate tickets using fingerprinting logic
- Automated ticket routing based on keyword detection
- Escalating stale tickets to team leads after defined inactivity
- Auto-assigning tickets based on skills or availability
- Triggering change requests from incident resolution
- Creating follow-up tasks after ticket closure
- Automating customer satisfaction surveys post-resolution
- Syncing critical incidents with external alerting systems
- Auto-generating runbooks from resolved high-priority tickets
- Automating approval workflows for access requests
Module 6: Customer Portal & Self-Service Design - Customising the customer portal for brand alignment
- Organising request types into intuitive categories
- Adding rich text descriptions and image guides to requests
- Setting up public vs private knowledge base articles
- Embedding video alternatives using linked documentation
- Enabling comment permissions and collaboration settings
- Allowing customers to track ticket status in real time
- Configuring email notifications for portal users
- Building a searchable, filterable FAQ section
- Using analytics to identify top customer pain points
Module 7: Agent Experience & Productivity Optimisation - Customising agent dashboards for maximum efficiency
- Setting up personal and team queues
- Using quick filters to reduce triage time
- Configuring bulk actions for repetitive updates
- Creating saved replies and response templates
- Implementing keyboard shortcuts and time-saving gestures
- Setting up agent workload visibility
- Managing availability and shift-based assignments
- Integrating internal comments for secure team collaboration
- Training new agents using standardised workflows
Module 8: Reporting, Dashboards & Data-Driven Decisions - Key metrics every service desk must track
- Building custom reports for incident volume and trends
- Analysing first response and resolution times by team
- Creating dashboards for executive visibility
- Using time-in-status reports to identify bottlenecks
- Slicing data by priority, category, and resolver group
- Exporting reports for audit and compliance purposes
- Setting up scheduled report delivery
- Measuring customer satisfaction trends over time
- Linking support data to business outcomes
Module 9: Integrations with Other Atlassian Tools - Connecting JIRA Service Desk with JIRA Software projects
- Synchronising bugs and feature requests across teams
- Linking service requests to development sprints
- Using Confluence for centralised knowledge documentation
- Embedding service desk KPIs in Confluence dashboards
- Setting up bidirectional comment syncing
- Integrating Opsgenie for incident alerting and on-call rotation
- Automating incident creation from monitoring tool alerts
- Configuring status page updates during outages
- Using Trello for lightweight request tracking in non-IT teams
Module 10: Enterprise-Grade Security & Compliance - Role-based access control for agents and customers
- Setting permission schemes for sensitive projects
- Configuring data retention and archiving policies
- Audit log setup and regular review processes
- GDPR and privacy compliance in ticket handling
- Masking personal data in automation outputs
- Securing API tokens and integration credentials
- Managing customer data export and deletion requests
- Creating compliance-ready evidence packages
- Implementing change control for configuration updates
Module 11: Cross-Functional Workflow Integration - Extending service desk beyond IT: HR, Facilities, Finance
- Standardising request intake across departments
- Building shared service models with centralised reporting
- Mapping inter-team dependencies in complex workflows
- Using request types to enforce process compliance
- Training non-IT teams to use service desk tools
- Managing approvals for equipment, access, and purchases
- Synchronising employee onboarding and offboarding
- Automating software license requests and tracking
- Generating asset records from resolved hardware tickets
Module 12: IT Asset Management with Insight Integration - Introduction to JIRA Asset Management with Insight
- Modelling IT assets: hardware, software, and cloud services
- Creating object schemas and relational hierarchies
- Linking incidents to affected assets automatically
- Visualising asset dependency maps
- Tracking configuration items (CIs) through their lifecycle
- Automating asset discovery via integration adapters
- Reporting on asset utilisation and ownership
- Setting up alerts for end-of-life or unsupported software
- Using asset data to prioritise incident resolution
Module 13: Change Management & Request Fulfilment - Building standard, normal, and emergency change workflows
- Creating RFC forms with required justification fields
- Configuring CAB approval routing and voting rules
- Linking changes to related incidents and problems
- Setting up pre-implementation checklists
- Automating post-implementation reviews
- Generating change calendars for visibility
- Tracking success and failure rates by change type
- Reducing change fail rate using historical analysis
- Integrating change status into stakeholder dashboards
Module 14: Problem Management & Root Cause Analysis - Creating problem records from recurring incidents
- Using known error databases to capture root causes
- Linking problems to temporary workarounds
- Setting up major incident review workflows
- Conducting blameless post-mortems using templates
- Analysing incident clusters with trend reports
- Automating problem identification from duplicate tickets
- Tracking permanent fixes until deployment
- Generating problem closure reports for compliance
- Using problem data to influence future architecture decisions
Module 15: Customer Communication & Feedback Loops - Setting up automated status update emails
- Customising communication templates by request type
- Using smart values to personalise messages
- Configuring escalation notifications to stakeholders
- Sending resolution summaries with next steps
- Automating feedback requests after ticket closure
- Analysing CSAT comments for service improvement
- Identifying frustrated customers for proactive outreach
- Setting up SLA breach apology workflows
- Building trust through consistent, transparent communication
Module 16: DevOps & Continuous Improvement Integration - Linking incidents to deployments and builds
- Tracking bug fixes from request to release
- Using service data to improve CI/CD pipelines
- Automating rollback notifications on failed deploys
- Integrating with Bitbucket and Bamboo for traceability
- Measuring mean time to recovery (MTTR) for outages
- Analysing incident frequency by service or environment
- Using DORA metrics to benchmark performance
- Identifying services with high incident rates
- Collaborating with DevOps to reduce technical debt
Module 17: AI-Ready Workflows & Future-Proofing - Designing workflows compatible with AI-driven support
- Structuring data for future machine learning use
- Tagging tickets for intent detection and classification
- Preparing for AIOps integrations
- Building predictive support models from historical data
- Automating ticket summarisation using rule logic
- Creating confidence scores for self-service solutions
- Using trend analysis to anticipate demand spikes
- Documenting processes for future chatbot training
- Positioning yourself as a leader in AI-enabled service evolution
Module 18: Implementation Playbook & Real-World Projects - Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle
Module 19: Certification, Career Advancement & Next Steps - Preparing for your Certificate of Completion assessment
- Completing the final implementation project
- Submitting your automation workflow for review
- Receiving your credential from The Art of Service
- Adding certification to LinkedIn and resumes
- Using your certification in performance reviews
- Negotiating promotions or role expansion
- Becoming a certified internal champion
- Leading organisational transformation initiatives
- Accessing alumni resources and advanced modules
- Customising the customer portal for brand alignment
- Organising request types into intuitive categories
- Adding rich text descriptions and image guides to requests
- Setting up public vs private knowledge base articles
- Embedding video alternatives using linked documentation
- Enabling comment permissions and collaboration settings
- Allowing customers to track ticket status in real time
- Configuring email notifications for portal users
- Building a searchable, filterable FAQ section
- Using analytics to identify top customer pain points
Module 7: Agent Experience & Productivity Optimisation - Customising agent dashboards for maximum efficiency
- Setting up personal and team queues
- Using quick filters to reduce triage time
- Configuring bulk actions for repetitive updates
- Creating saved replies and response templates
- Implementing keyboard shortcuts and time-saving gestures
- Setting up agent workload visibility
- Managing availability and shift-based assignments
- Integrating internal comments for secure team collaboration
- Training new agents using standardised workflows
Module 8: Reporting, Dashboards & Data-Driven Decisions - Key metrics every service desk must track
- Building custom reports for incident volume and trends
- Analysing first response and resolution times by team
- Creating dashboards for executive visibility
- Using time-in-status reports to identify bottlenecks
- Slicing data by priority, category, and resolver group
- Exporting reports for audit and compliance purposes
- Setting up scheduled report delivery
- Measuring customer satisfaction trends over time
- Linking support data to business outcomes
Module 9: Integrations with Other Atlassian Tools - Connecting JIRA Service Desk with JIRA Software projects
- Synchronising bugs and feature requests across teams
- Linking service requests to development sprints
- Using Confluence for centralised knowledge documentation
- Embedding service desk KPIs in Confluence dashboards
- Setting up bidirectional comment syncing
- Integrating Opsgenie for incident alerting and on-call rotation
- Automating incident creation from monitoring tool alerts
- Configuring status page updates during outages
- Using Trello for lightweight request tracking in non-IT teams
Module 10: Enterprise-Grade Security & Compliance - Role-based access control for agents and customers
- Setting permission schemes for sensitive projects
- Configuring data retention and archiving policies
- Audit log setup and regular review processes
- GDPR and privacy compliance in ticket handling
- Masking personal data in automation outputs
- Securing API tokens and integration credentials
- Managing customer data export and deletion requests
- Creating compliance-ready evidence packages
- Implementing change control for configuration updates
Module 11: Cross-Functional Workflow Integration - Extending service desk beyond IT: HR, Facilities, Finance
- Standardising request intake across departments
- Building shared service models with centralised reporting
- Mapping inter-team dependencies in complex workflows
- Using request types to enforce process compliance
- Training non-IT teams to use service desk tools
- Managing approvals for equipment, access, and purchases
- Synchronising employee onboarding and offboarding
- Automating software license requests and tracking
- Generating asset records from resolved hardware tickets
Module 12: IT Asset Management with Insight Integration - Introduction to JIRA Asset Management with Insight
- Modelling IT assets: hardware, software, and cloud services
- Creating object schemas and relational hierarchies
- Linking incidents to affected assets automatically
- Visualising asset dependency maps
- Tracking configuration items (CIs) through their lifecycle
- Automating asset discovery via integration adapters
- Reporting on asset utilisation and ownership
- Setting up alerts for end-of-life or unsupported software
- Using asset data to prioritise incident resolution
Module 13: Change Management & Request Fulfilment - Building standard, normal, and emergency change workflows
- Creating RFC forms with required justification fields
- Configuring CAB approval routing and voting rules
- Linking changes to related incidents and problems
- Setting up pre-implementation checklists
- Automating post-implementation reviews
- Generating change calendars for visibility
- Tracking success and failure rates by change type
- Reducing change fail rate using historical analysis
- Integrating change status into stakeholder dashboards
Module 14: Problem Management & Root Cause Analysis - Creating problem records from recurring incidents
- Using known error databases to capture root causes
- Linking problems to temporary workarounds
- Setting up major incident review workflows
- Conducting blameless post-mortems using templates
- Analysing incident clusters with trend reports
- Automating problem identification from duplicate tickets
- Tracking permanent fixes until deployment
- Generating problem closure reports for compliance
- Using problem data to influence future architecture decisions
Module 15: Customer Communication & Feedback Loops - Setting up automated status update emails
- Customising communication templates by request type
- Using smart values to personalise messages
- Configuring escalation notifications to stakeholders
- Sending resolution summaries with next steps
- Automating feedback requests after ticket closure
- Analysing CSAT comments for service improvement
- Identifying frustrated customers for proactive outreach
- Setting up SLA breach apology workflows
- Building trust through consistent, transparent communication
Module 16: DevOps & Continuous Improvement Integration - Linking incidents to deployments and builds
- Tracking bug fixes from request to release
- Using service data to improve CI/CD pipelines
- Automating rollback notifications on failed deploys
- Integrating with Bitbucket and Bamboo for traceability
- Measuring mean time to recovery (MTTR) for outages
- Analysing incident frequency by service or environment
- Using DORA metrics to benchmark performance
- Identifying services with high incident rates
- Collaborating with DevOps to reduce technical debt
Module 17: AI-Ready Workflows & Future-Proofing - Designing workflows compatible with AI-driven support
- Structuring data for future machine learning use
- Tagging tickets for intent detection and classification
- Preparing for AIOps integrations
- Building predictive support models from historical data
- Automating ticket summarisation using rule logic
- Creating confidence scores for self-service solutions
- Using trend analysis to anticipate demand spikes
- Documenting processes for future chatbot training
- Positioning yourself as a leader in AI-enabled service evolution
Module 18: Implementation Playbook & Real-World Projects - Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle
Module 19: Certification, Career Advancement & Next Steps - Preparing for your Certificate of Completion assessment
- Completing the final implementation project
- Submitting your automation workflow for review
- Receiving your credential from The Art of Service
- Adding certification to LinkedIn and resumes
- Using your certification in performance reviews
- Negotiating promotions or role expansion
- Becoming a certified internal champion
- Leading organisational transformation initiatives
- Accessing alumni resources and advanced modules
- Key metrics every service desk must track
- Building custom reports for incident volume and trends
- Analysing first response and resolution times by team
- Creating dashboards for executive visibility
- Using time-in-status reports to identify bottlenecks
- Slicing data by priority, category, and resolver group
- Exporting reports for audit and compliance purposes
- Setting up scheduled report delivery
- Measuring customer satisfaction trends over time
- Linking support data to business outcomes
Module 9: Integrations with Other Atlassian Tools - Connecting JIRA Service Desk with JIRA Software projects
- Synchronising bugs and feature requests across teams
- Linking service requests to development sprints
- Using Confluence for centralised knowledge documentation
- Embedding service desk KPIs in Confluence dashboards
- Setting up bidirectional comment syncing
- Integrating Opsgenie for incident alerting and on-call rotation
- Automating incident creation from monitoring tool alerts
- Configuring status page updates during outages
- Using Trello for lightweight request tracking in non-IT teams
Module 10: Enterprise-Grade Security & Compliance - Role-based access control for agents and customers
- Setting permission schemes for sensitive projects
- Configuring data retention and archiving policies
- Audit log setup and regular review processes
- GDPR and privacy compliance in ticket handling
- Masking personal data in automation outputs
- Securing API tokens and integration credentials
- Managing customer data export and deletion requests
- Creating compliance-ready evidence packages
- Implementing change control for configuration updates
Module 11: Cross-Functional Workflow Integration - Extending service desk beyond IT: HR, Facilities, Finance
- Standardising request intake across departments
- Building shared service models with centralised reporting
- Mapping inter-team dependencies in complex workflows
- Using request types to enforce process compliance
- Training non-IT teams to use service desk tools
- Managing approvals for equipment, access, and purchases
- Synchronising employee onboarding and offboarding
- Automating software license requests and tracking
- Generating asset records from resolved hardware tickets
Module 12: IT Asset Management with Insight Integration - Introduction to JIRA Asset Management with Insight
- Modelling IT assets: hardware, software, and cloud services
- Creating object schemas and relational hierarchies
- Linking incidents to affected assets automatically
- Visualising asset dependency maps
- Tracking configuration items (CIs) through their lifecycle
- Automating asset discovery via integration adapters
- Reporting on asset utilisation and ownership
- Setting up alerts for end-of-life or unsupported software
- Using asset data to prioritise incident resolution
Module 13: Change Management & Request Fulfilment - Building standard, normal, and emergency change workflows
- Creating RFC forms with required justification fields
- Configuring CAB approval routing and voting rules
- Linking changes to related incidents and problems
- Setting up pre-implementation checklists
- Automating post-implementation reviews
- Generating change calendars for visibility
- Tracking success and failure rates by change type
- Reducing change fail rate using historical analysis
- Integrating change status into stakeholder dashboards
Module 14: Problem Management & Root Cause Analysis - Creating problem records from recurring incidents
- Using known error databases to capture root causes
- Linking problems to temporary workarounds
- Setting up major incident review workflows
- Conducting blameless post-mortems using templates
- Analysing incident clusters with trend reports
- Automating problem identification from duplicate tickets
- Tracking permanent fixes until deployment
- Generating problem closure reports for compliance
- Using problem data to influence future architecture decisions
Module 15: Customer Communication & Feedback Loops - Setting up automated status update emails
- Customising communication templates by request type
- Using smart values to personalise messages
- Configuring escalation notifications to stakeholders
- Sending resolution summaries with next steps
- Automating feedback requests after ticket closure
- Analysing CSAT comments for service improvement
- Identifying frustrated customers for proactive outreach
- Setting up SLA breach apology workflows
- Building trust through consistent, transparent communication
Module 16: DevOps & Continuous Improvement Integration - Linking incidents to deployments and builds
- Tracking bug fixes from request to release
- Using service data to improve CI/CD pipelines
- Automating rollback notifications on failed deploys
- Integrating with Bitbucket and Bamboo for traceability
- Measuring mean time to recovery (MTTR) for outages
- Analysing incident frequency by service or environment
- Using DORA metrics to benchmark performance
- Identifying services with high incident rates
- Collaborating with DevOps to reduce technical debt
Module 17: AI-Ready Workflows & Future-Proofing - Designing workflows compatible with AI-driven support
- Structuring data for future machine learning use
- Tagging tickets for intent detection and classification
- Preparing for AIOps integrations
- Building predictive support models from historical data
- Automating ticket summarisation using rule logic
- Creating confidence scores for self-service solutions
- Using trend analysis to anticipate demand spikes
- Documenting processes for future chatbot training
- Positioning yourself as a leader in AI-enabled service evolution
Module 18: Implementation Playbook & Real-World Projects - Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle
Module 19: Certification, Career Advancement & Next Steps - Preparing for your Certificate of Completion assessment
- Completing the final implementation project
- Submitting your automation workflow for review
- Receiving your credential from The Art of Service
- Adding certification to LinkedIn and resumes
- Using your certification in performance reviews
- Negotiating promotions or role expansion
- Becoming a certified internal champion
- Leading organisational transformation initiatives
- Accessing alumni resources and advanced modules
- Role-based access control for agents and customers
- Setting permission schemes for sensitive projects
- Configuring data retention and archiving policies
- Audit log setup and regular review processes
- GDPR and privacy compliance in ticket handling
- Masking personal data in automation outputs
- Securing API tokens and integration credentials
- Managing customer data export and deletion requests
- Creating compliance-ready evidence packages
- Implementing change control for configuration updates
Module 11: Cross-Functional Workflow Integration - Extending service desk beyond IT: HR, Facilities, Finance
- Standardising request intake across departments
- Building shared service models with centralised reporting
- Mapping inter-team dependencies in complex workflows
- Using request types to enforce process compliance
- Training non-IT teams to use service desk tools
- Managing approvals for equipment, access, and purchases
- Synchronising employee onboarding and offboarding
- Automating software license requests and tracking
- Generating asset records from resolved hardware tickets
Module 12: IT Asset Management with Insight Integration - Introduction to JIRA Asset Management with Insight
- Modelling IT assets: hardware, software, and cloud services
- Creating object schemas and relational hierarchies
- Linking incidents to affected assets automatically
- Visualising asset dependency maps
- Tracking configuration items (CIs) through their lifecycle
- Automating asset discovery via integration adapters
- Reporting on asset utilisation and ownership
- Setting up alerts for end-of-life or unsupported software
- Using asset data to prioritise incident resolution
Module 13: Change Management & Request Fulfilment - Building standard, normal, and emergency change workflows
- Creating RFC forms with required justification fields
- Configuring CAB approval routing and voting rules
- Linking changes to related incidents and problems
- Setting up pre-implementation checklists
- Automating post-implementation reviews
- Generating change calendars for visibility
- Tracking success and failure rates by change type
- Reducing change fail rate using historical analysis
- Integrating change status into stakeholder dashboards
Module 14: Problem Management & Root Cause Analysis - Creating problem records from recurring incidents
- Using known error databases to capture root causes
- Linking problems to temporary workarounds
- Setting up major incident review workflows
- Conducting blameless post-mortems using templates
- Analysing incident clusters with trend reports
- Automating problem identification from duplicate tickets
- Tracking permanent fixes until deployment
- Generating problem closure reports for compliance
- Using problem data to influence future architecture decisions
Module 15: Customer Communication & Feedback Loops - Setting up automated status update emails
- Customising communication templates by request type
- Using smart values to personalise messages
- Configuring escalation notifications to stakeholders
- Sending resolution summaries with next steps
- Automating feedback requests after ticket closure
- Analysing CSAT comments for service improvement
- Identifying frustrated customers for proactive outreach
- Setting up SLA breach apology workflows
- Building trust through consistent, transparent communication
Module 16: DevOps & Continuous Improvement Integration - Linking incidents to deployments and builds
- Tracking bug fixes from request to release
- Using service data to improve CI/CD pipelines
- Automating rollback notifications on failed deploys
- Integrating with Bitbucket and Bamboo for traceability
- Measuring mean time to recovery (MTTR) for outages
- Analysing incident frequency by service or environment
- Using DORA metrics to benchmark performance
- Identifying services with high incident rates
- Collaborating with DevOps to reduce technical debt
Module 17: AI-Ready Workflows & Future-Proofing - Designing workflows compatible with AI-driven support
- Structuring data for future machine learning use
- Tagging tickets for intent detection and classification
- Preparing for AIOps integrations
- Building predictive support models from historical data
- Automating ticket summarisation using rule logic
- Creating confidence scores for self-service solutions
- Using trend analysis to anticipate demand spikes
- Documenting processes for future chatbot training
- Positioning yourself as a leader in AI-enabled service evolution
Module 18: Implementation Playbook & Real-World Projects - Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle
Module 19: Certification, Career Advancement & Next Steps - Preparing for your Certificate of Completion assessment
- Completing the final implementation project
- Submitting your automation workflow for review
- Receiving your credential from The Art of Service
- Adding certification to LinkedIn and resumes
- Using your certification in performance reviews
- Negotiating promotions or role expansion
- Becoming a certified internal champion
- Leading organisational transformation initiatives
- Accessing alumni resources and advanced modules
- Introduction to JIRA Asset Management with Insight
- Modelling IT assets: hardware, software, and cloud services
- Creating object schemas and relational hierarchies
- Linking incidents to affected assets automatically
- Visualising asset dependency maps
- Tracking configuration items (CIs) through their lifecycle
- Automating asset discovery via integration adapters
- Reporting on asset utilisation and ownership
- Setting up alerts for end-of-life or unsupported software
- Using asset data to prioritise incident resolution
Module 13: Change Management & Request Fulfilment - Building standard, normal, and emergency change workflows
- Creating RFC forms with required justification fields
- Configuring CAB approval routing and voting rules
- Linking changes to related incidents and problems
- Setting up pre-implementation checklists
- Automating post-implementation reviews
- Generating change calendars for visibility
- Tracking success and failure rates by change type
- Reducing change fail rate using historical analysis
- Integrating change status into stakeholder dashboards
Module 14: Problem Management & Root Cause Analysis - Creating problem records from recurring incidents
- Using known error databases to capture root causes
- Linking problems to temporary workarounds
- Setting up major incident review workflows
- Conducting blameless post-mortems using templates
- Analysing incident clusters with trend reports
- Automating problem identification from duplicate tickets
- Tracking permanent fixes until deployment
- Generating problem closure reports for compliance
- Using problem data to influence future architecture decisions
Module 15: Customer Communication & Feedback Loops - Setting up automated status update emails
- Customising communication templates by request type
- Using smart values to personalise messages
- Configuring escalation notifications to stakeholders
- Sending resolution summaries with next steps
- Automating feedback requests after ticket closure
- Analysing CSAT comments for service improvement
- Identifying frustrated customers for proactive outreach
- Setting up SLA breach apology workflows
- Building trust through consistent, transparent communication
Module 16: DevOps & Continuous Improvement Integration - Linking incidents to deployments and builds
- Tracking bug fixes from request to release
- Using service data to improve CI/CD pipelines
- Automating rollback notifications on failed deploys
- Integrating with Bitbucket and Bamboo for traceability
- Measuring mean time to recovery (MTTR) for outages
- Analysing incident frequency by service or environment
- Using DORA metrics to benchmark performance
- Identifying services with high incident rates
- Collaborating with DevOps to reduce technical debt
Module 17: AI-Ready Workflows & Future-Proofing - Designing workflows compatible with AI-driven support
- Structuring data for future machine learning use
- Tagging tickets for intent detection and classification
- Preparing for AIOps integrations
- Building predictive support models from historical data
- Automating ticket summarisation using rule logic
- Creating confidence scores for self-service solutions
- Using trend analysis to anticipate demand spikes
- Documenting processes for future chatbot training
- Positioning yourself as a leader in AI-enabled service evolution
Module 18: Implementation Playbook & Real-World Projects - Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle
Module 19: Certification, Career Advancement & Next Steps - Preparing for your Certificate of Completion assessment
- Completing the final implementation project
- Submitting your automation workflow for review
- Receiving your credential from The Art of Service
- Adding certification to LinkedIn and resumes
- Using your certification in performance reviews
- Negotiating promotions or role expansion
- Becoming a certified internal champion
- Leading organisational transformation initiatives
- Accessing alumni resources and advanced modules
- Creating problem records from recurring incidents
- Using known error databases to capture root causes
- Linking problems to temporary workarounds
- Setting up major incident review workflows
- Conducting blameless post-mortems using templates
- Analysing incident clusters with trend reports
- Automating problem identification from duplicate tickets
- Tracking permanent fixes until deployment
- Generating problem closure reports for compliance
- Using problem data to influence future architecture decisions
Module 15: Customer Communication & Feedback Loops - Setting up automated status update emails
- Customising communication templates by request type
- Using smart values to personalise messages
- Configuring escalation notifications to stakeholders
- Sending resolution summaries with next steps
- Automating feedback requests after ticket closure
- Analysing CSAT comments for service improvement
- Identifying frustrated customers for proactive outreach
- Setting up SLA breach apology workflows
- Building trust through consistent, transparent communication
Module 16: DevOps & Continuous Improvement Integration - Linking incidents to deployments and builds
- Tracking bug fixes from request to release
- Using service data to improve CI/CD pipelines
- Automating rollback notifications on failed deploys
- Integrating with Bitbucket and Bamboo for traceability
- Measuring mean time to recovery (MTTR) for outages
- Analysing incident frequency by service or environment
- Using DORA metrics to benchmark performance
- Identifying services with high incident rates
- Collaborating with DevOps to reduce technical debt
Module 17: AI-Ready Workflows & Future-Proofing - Designing workflows compatible with AI-driven support
- Structuring data for future machine learning use
- Tagging tickets for intent detection and classification
- Preparing for AIOps integrations
- Building predictive support models from historical data
- Automating ticket summarisation using rule logic
- Creating confidence scores for self-service solutions
- Using trend analysis to anticipate demand spikes
- Documenting processes for future chatbot training
- Positioning yourself as a leader in AI-enabled service evolution
Module 18: Implementation Playbook & Real-World Projects - Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle
Module 19: Certification, Career Advancement & Next Steps - Preparing for your Certificate of Completion assessment
- Completing the final implementation project
- Submitting your automation workflow for review
- Receiving your credential from The Art of Service
- Adding certification to LinkedIn and resumes
- Using your certification in performance reviews
- Negotiating promotions or role expansion
- Becoming a certified internal champion
- Leading organisational transformation initiatives
- Accessing alumni resources and advanced modules
- Linking incidents to deployments and builds
- Tracking bug fixes from request to release
- Using service data to improve CI/CD pipelines
- Automating rollback notifications on failed deploys
- Integrating with Bitbucket and Bamboo for traceability
- Measuring mean time to recovery (MTTR) for outages
- Analysing incident frequency by service or environment
- Using DORA metrics to benchmark performance
- Identifying services with high incident rates
- Collaborating with DevOps to reduce technical debt
Module 17: AI-Ready Workflows & Future-Proofing - Designing workflows compatible with AI-driven support
- Structuring data for future machine learning use
- Tagging tickets for intent detection and classification
- Preparing for AIOps integrations
- Building predictive support models from historical data
- Automating ticket summarisation using rule logic
- Creating confidence scores for self-service solutions
- Using trend analysis to anticipate demand spikes
- Documenting processes for future chatbot training
- Positioning yourself as a leader in AI-enabled service evolution
Module 18: Implementation Playbook & Real-World Projects - Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle
Module 19: Certification, Career Advancement & Next Steps - Preparing for your Certificate of Completion assessment
- Completing the final implementation project
- Submitting your automation workflow for review
- Receiving your credential from The Art of Service
- Adding certification to LinkedIn and resumes
- Using your certification in performance reviews
- Negotiating promotions or role expansion
- Becoming a certified internal champion
- Leading organisational transformation initiatives
- Accessing alumni resources and advanced modules
- Phased rollout strategy: pilot, scale, optimise
- Stakeholder engagement checklist
- Gathering requirements from support teams and customers
- Running a successful proof-of-concept project
- Migrating legacy tickets and historical data
- Training agents with scenario-based exercises
- Creating a change communication plan
- Measuring adoption with usage analytics
- Collecting feedback and iterating on design
- Building a continuous improvement cycle