COURSE FORMAT & DELIVERY DETAILS Fully Self-Paced, On-Demand, and Designed for Maximum Flexibility
This course is built around your life, not the other way around. It is completely self-paced, with online access available as soon as you enroll. There are no fixed schedules, no mandatory live sessions, and no deadlines to meet. Learn at your own speed, on your own terms, from any location in the world. Most professionals complete the full curriculum in 12 to 18 weeks when dedicating 4 to 6 hours per week. However, many report applying critical Jira Service Desk configurations and resolving complex service management workflows within the first 14 days. Real impact starts early, and tangible results emerge fast. Lifetime Access, Zero Expiration, Always Up to Date
The moment you enroll, you gain permanent access to the entire course. This is not a time-limited subscription. You will retain 24/7 access forever, with every future update included at no additional cost. As Jira Service Desk evolves, so does your training-automatically and continuously. You can revisit any module, refine your configurations, or refresh your knowledge whenever needed, whether it’s six months from now or six years from now. Access Anywhere, Anytime - Desktop or Mobile
The course platform is fully responsive and compatible across all devices. Whether you're working from your office desktop, reviewing workflows on a tablet during transit, or checking a process on your mobile during a break, your progress syncs seamlessly. Full functionality is preserved on every screen size, ensuring uninterrupted learning. Dedicated Instructor Guidance and Support
Throughout your journey, expert-led guidance is available through structured Q&A channels. While the course is self-directed, you are never alone. Our support system ensures your questions are addressed with precision and relevance. This is not automated chat or generic responses - it’s expert insight from seasoned ITSM practitioners who have deployed Jira Service Desk at scale across multinational organisations. Support is designed to help you overcome obstacles, avoid misconfigurations, and implement best practices with confidence. A Globally Recognised Certificate of Completion
Upon successfully completing the course, you will receive a professional Certificate of Completion issued by The Art of Service. This credential is trusted by thousands of professionals and recognised by hiring managers across IT, DevOps, and service delivery organisations worldwide. The certificate validates your hands-on ability to design, configure, and optimise Jira Service Desk for real-world ITSM excellence. It enhances your LinkedIn profile, CV, and professional credibility, giving you a documented competitive advantage in promotions, negotiations, and job applications. Transparent, One-Time Pricing - No Hidden Fees
You pay a single, straightforward fee with no recurring charges, upsells, or surprise costs. What you see is exactly what you get. There are no hidden fees, no premium tiers, and no lock-in contracts. Every lesson, resource, tool, and update is included from day one. Secure, Global Payment Options
We accept all major payment methods including Visa, Mastercard, and PayPal. Transactions are processed through a PCI-compliant, encrypted gateway, ensuring your financial data remains protected at all times. Enrol with confidence, knowing your payment is safe and your access is guaranteed. 100% Risk-Free Enrollment: Satisfied or Refunded
We are so certain this course will deliver measurable value that we offer a complete satisfaction guarantee. If at any point you feel the course hasn’t met your expectations, simply request a refund. No forms, no hoops, no questions asked. This is not just a promise - it’s our commitment to your success. The risk is entirely on us. Your only investment is your time, with the full power of expert guidance, lifetime access, and proven methodologies working in your favour. Immediate Confirmation and Seamless Access
After enrollment, you will receive a confirmation email acknowledging your participation. Shortly afterward, a separate message will deliver your secure access details and instructions for entering the course. These materials are prepared with care to ensure quality, accuracy, and a flawless experience. This Course Works for You - Even If You’ve Tried Before
This works even if you’ve experimented with Jira Service Desk before but felt stuck navigating SLAs, automation, or customer portals. It works even if you’re new to ITSM frameworks or transitioning from another ticketing system. It works even if you’re not a developer or haven’t touched Jira in years. Our curriculum meets you where you are - whether you’re an IT support lead, a service desk analyst, a DevOps manager, or an aspiring ITSM consultant. The structure is role-specific, language is practitioner-focused, and examples are drawn from real enterprise implementations. As one infrastructure manager shared: “I had used Jira for years but only scratched the surface. This course showed me how to turn chaos into structure. Within three weeks, our ticket resolution time dropped by 38%.” Another service coordinator said: “I used to dread automations. Now I build them confidently. The step-by-step templates saved me hours of trial and error.” Our users come from diverse backgrounds - help desk technicians, ITIL practitioners, cloud engineers, and service managers - and they succeed because the course removes ambiguity, provides battle-tested frameworks, and focuses exclusively on what delivers measurable outcomes. This is not theoretical. It is practical. It is not generic. It is precise. And it works - because it’s built on what actually moves the needle in modern IT service management.
EXTENSIVE & DETAILED COURSE CURRICULUM
Module 1: Foundations of IT Service Management with Jira Service Desk - Understanding the role of ITSM in modern digital organisations
- Key challenges in incident, service request, and problem management
- How Jira Service Desk fits into the ITIL service lifecycle
- Differences between Jira Software and Jira Service Desk
- Core components of a modern service desk platform
- Navigating the Jira Service Desk interface with confidence
- User roles: Agents, customers, administrators, and approvers
- Overview of service projects vs. software projects
- Setting realistic expectations for digital service transformation
- Mapping business needs to Jira Service Desk capabilities
- Common pitfalls in early Jira Service Desk adoption
- Creating your first service project: guided walkthrough
- Initial configuration checklist for new service desks
- Best practices for onboarding teams and stakeholders
- Defining success metrics for your service desk implementation
Module 2: Project Setup and Configuration Mastery - Choosing between company-managed and team-managed service projects
- Detailed comparison of project types and their use cases
- Setting up your company-managed service project with advanced controls
- Creating team-managed projects for agile service teams
- Importing legacy issues and service requests into Jira
- Configuring project avatars, names, and internal identifiers
- Setting project permissions and visibility rules
- Managing project categories and team assignments
- Creating and customising service project request types
- Organising request types by service line or department
- Adding descriptions, instructions, and media to request forms
- Setting default assignees and notification rules per request type
- Configuring SLA goals during project setup
- Linking service projects to Confluence knowledge bases
- Setting up project-specific notification schemes
Module 3: Customer Request Management and Portal Customisation - Understanding the customer journey in the service portal
- Designing intuitive service request forms
- Customising form fields with smart defaults
- Adding conditional logic to request forms
- Using dropdowns, checkboxes, and free-text fields effectively
- Embedding knowledge base articles directly into request pages
- Configuring service request categories and intake workflows
- Adding attachments, file restrictions, and security policies
- Branding the customer portal with company logos and colours
- Customising URL paths and portal accessibility
- Setting up multi-portal environments for different departments
- Managing public vs. internal service visibility
- Improving customer self-service adoption rates
- Analysing customer portal engagement data
- Localising portals for global teams and multilingual support
Module 4: Issue Management and Workflow Design - Core principles of issue lifecycle management
- Translating real-world processes into Jira workflows
- Understanding the difference between workflow schemes and workflows
- Creating custom workflows from scratch
- Importing and modifying existing workflow templates
- Designing linear, parallel, and conditional workflow paths
- Adding statuses such as Pending Customer, On Hold, and Escalated
- Configuring transitions with conditions and validators
- Using post-functions to automate field updates
- Setting workflow permissions per role
- Assigning automatic agents based on issue type
- Controlling resolution and closure workflows
- Building approval workflows for financial or compliance requests
- Linking issues across projects and teams
- Using sub-tasks for multi-stage resolution processes
Module 5: Service Level Agreements (SLAs) and Performance Tracking - Understanding SLA metrics: First Response, Resolution, and Breach
- Creating custom SLA conditions based on priority and issue type
- Configuring working hours and non-business days
- Setting up business calendars for multi-region teams
- Defining pause conditions for customer response time
- Configuring escalation rules when SLAs are breached
- Visualising SLA progress in issue views and dashboards
- Using SLA data in reports and stakeholder reviews
- Aligning SLAs with ITIL incident and service request objectives
- Setting realistic SLA targets based on team capacity
- Automating SLA notifications to agents and managers
- Analysing breach patterns and improving team performance
- Exporting SLA reports for compliance and audits
- Integrating SLA performance into team KPIs
- Measuring continuous improvement over time
Module 6: Automation for Efficiency and Scalability - Overview of automation rules and their impact on productivity
- Understanding triggers, conditions, and actions
- Creating automation rules for common service desk tasks
- Automating issue assignment based on request type
- Auto-closing resolved issues after customer confirmation
- Sending follow-up surveys via email automation
- Escalating high-priority issues after inactivity
- Updating issue priorities based on customer impact
- Triggering Confluence page creation from resolved issues
- Syncing data across projects using automation
- Using scheduled triggers for batch updates
- Applying labels automatically based on keywords
- Adding comments or internal notes via automation
- Stopping automation loops with safety rules
- Reviewing automation run history and troubleshooting
Module 7: Knowledge Base Integration and Self-Service Excellence - Connecting Jira Service Desk to Confluence for knowledge sharing
- Creating dedicated knowledge spaces per service desk
- Linking articles to specific request types and workflows
- Automatically suggesting articles during ticket creation
- Writing effective knowledge base content for customers
- Structuring articles with FAQs, troubleshooting steps, and visuals
- Setting article access permissions by user group
- Using article approval workflows before publishing
- Tracking article views and feedback metrics
- Identifying knowledge gaps from recurring tickets
- Creating article templates for consistent formatting
- Using labels and categories to organise content
- Embedding knowledge portals within service requests
- Enabling customer feedback on article usefulness
- Updating outdated content based on ticket trends
Module 8: Agent Management and Team Collaboration - Adding and managing service desk agents and groups
- Configuring agent permissions and access levels
- Assigning agents to specific request types or queues
- Setting up team lead roles and oversight permissions
- Managing agent availability and workloads
- Using queues to prioritise and distribute incoming requests
- Customising queue columns and filters
- Building shared queues for cross-functional support
- Configuring @mentions and internal collaboration shortcuts
- Using internal notes to communicate within the team
- Setting response expectations and time tracking
- Creating agent dashboards for performance visibility
- Managing agent onboarding and training within Jira
- Handling agent transfers and role changes
- Exporting agent performance data for reviews
Module 9: Notifications, Alerts, and Communication Strategy - Understanding notification schemes and their scope
- Customising email templates for different event types
- Adding personalisation using field variables
- Configuring notifications for customers and internal teams
- Setting up alerts for SLA breaches and escalations
- Reducing notification fatigue with smart filtering
- Sending status update emails without agent intervention
- Using bulk notification rules for outages or maintenance
- Integrating with email aliases and distribution lists
- Testing notification content and delivery
- Monitoring bounce rates and email deliverability
- Creating reminder workflows for pending actions
- Enabling two-way email sync for customer replies
- Preventing duplicate tickets from email loops
- Archiving and managing email-based ticket history
Module 10: Reporting, Dashboards, and Stakeholder Insights - Accessing built-in service desk reports
- Interpreting request type distribution and volume trends
- Analysing first response and resolution time metrics
- Tracking agent workload and ticket assignment balance
- Using SLA performance reports for accountability
- Creating custom dashboards for executive reviews
- Adding multiple report gadgets to a single dashboard
- Configuring time range filters and data thresholds
- Sharing dashboards with managers and IT leadership
- Exporting reports to PDF, CSV, and image formats
- Setting up scheduled report delivery via email
- Using historical data to forecast support demand
- Identifying bottlenecks in resolution workflows
- Presenting service desk KPIs to non-technical stakeholders
- Building a continuous improvement feedback loop
Module 11: Advanced Configuration and Custom Field Strategy - When and how to use custom fields effectively
- Choosing field types: text, number, date, user picker, and more
- Creating dropdowns with predefined option sets
- Configuring field context for specific request types
- Hiding fields based on workflow status or user role
- Making fields mandatory only when needed
- Using scripted fields for advanced calculations
- Importing and exporting custom field configurations
- Auditing custom field usage across projects
- Removing unused fields to reduce clutter
- Aligning custom fields with compliance or audit requirements
- Creating integration-ready field structures
- Testing field behaviour before production rollout
- Documenting custom field purpose and usage
- Training teams on new field implementation
Module 12: Security, Compliance, and Data Governance - Managing user access with Atlassian Access
- Setting permission schemes for sensitive data
- Restricting issue visibility by organisation or group
- Configuring data retention and archival policies
- Handling GDPR and privacy compliance in service requests
- Masking sensitive information in logs and exports
- Setting up audit logs for administrator actions
- Monitoring suspicious login activity
- Using two-factor authentication for agent accounts
- Managing third-party app permissions securely
- Controlling email domain restrictions for customers
- Creating backup strategies for critical configurations
- Exporting data for regulatory reporting
- Conducting access reviews and cleanups
- Aligning Jira configurations with organisational policies
Module 13: Integrations and Ecosystem Expansion - Overview of Jira’s integration capabilities
- Connecting Jira Service Desk with Microsoft Teams
- Integrating with Slack for real-time agent alerts
- Synchronising with asset management tools like Insight
- Leveraging Opsgenie for incident alert escalation
- Using Zabbix or Nagios for automated ticket creation
- Connecting to identity providers via SAML or SCIM
- Automating user provisioning and deactivation
- Linking to monitoring tools for auto-ticketing outages
- Integrating with CI/CD pipelines for DevOps visibility
- Using webhooks for custom external notifications
- Configuring REST API access for scripting tasks
- Building custom connectors with ScriptRunner
- Validating integration security and data flow
- Monitoring integration health and uptime
Module 14: Implementing ITIL Practices in Jira Service Desk - Mapping incident management to Jira workflows
- Using Jira for major incident coordination
- Configuring problem management with root cause analysis
- Creating known error databases using Confluence
- Linking incidents to underlying problems
- Building change request workflows with approvals
- Managing standard, normal, and emergency changes
- Using change schedules to avoid conflicts
- Configuring change advisory board (CAB) processes
- Implementing service request fulfilment workflows
- Tracking service catalogue items in Jira
- Managing service level agreements per customer
- Using configuration management databases (CMDB) with Insight
- Documenting services and dependencies
- Running continual service improvement reviews
Module 15: Real-World Implementation Projects - Building a full IT service desk from scratch
- Designing a service portal for HR request fulfilment
- Creating a dedicated facility management help desk
- Implementing a DevOps incident response system
- Setting up a finance approval workflow
- Configuring a customer-facing support desk
- Designing a multilingual service portal
- Automating onboarding and offboarding requests
- Building a security incident reporting channel
- Creating a disaster recovery coordination board
- Linking service requests to project timelines
- Deploying a feedback collection and analysis system
- Setting up a vendor management service queue
- Modelling a cloud resource provisioning workflow
- Integrating user access requests with IAM systems
Module 16: Certification Preparation and Career Advancement - Reviewing all core competencies for mastery
- Completing the final implementation project
- Submitting your work for evaluation
- Receiving detailed feedback from instructors
- Finalising your service desk portfolio documentation
- Preparing your Certificate of Completion from The Art of Service
- Adding the credential to your LinkedIn profile
- Updating your CV with precise, outcome-driven language
- Using the certification in salary negotiations
- Highlighting hands-on Jira Service Desk expertise to employers
- Joining the global alumni network of certified practitioners
- Accessing exclusive job boards and career resources
- Continuing education pathways in ITSM and DevOps
- Staying updated with new Jira features and best practices
- Becoming a go-to expert in your organisation
Module 1: Foundations of IT Service Management with Jira Service Desk - Understanding the role of ITSM in modern digital organisations
- Key challenges in incident, service request, and problem management
- How Jira Service Desk fits into the ITIL service lifecycle
- Differences between Jira Software and Jira Service Desk
- Core components of a modern service desk platform
- Navigating the Jira Service Desk interface with confidence
- User roles: Agents, customers, administrators, and approvers
- Overview of service projects vs. software projects
- Setting realistic expectations for digital service transformation
- Mapping business needs to Jira Service Desk capabilities
- Common pitfalls in early Jira Service Desk adoption
- Creating your first service project: guided walkthrough
- Initial configuration checklist for new service desks
- Best practices for onboarding teams and stakeholders
- Defining success metrics for your service desk implementation
Module 2: Project Setup and Configuration Mastery - Choosing between company-managed and team-managed service projects
- Detailed comparison of project types and their use cases
- Setting up your company-managed service project with advanced controls
- Creating team-managed projects for agile service teams
- Importing legacy issues and service requests into Jira
- Configuring project avatars, names, and internal identifiers
- Setting project permissions and visibility rules
- Managing project categories and team assignments
- Creating and customising service project request types
- Organising request types by service line or department
- Adding descriptions, instructions, and media to request forms
- Setting default assignees and notification rules per request type
- Configuring SLA goals during project setup
- Linking service projects to Confluence knowledge bases
- Setting up project-specific notification schemes
Module 3: Customer Request Management and Portal Customisation - Understanding the customer journey in the service portal
- Designing intuitive service request forms
- Customising form fields with smart defaults
- Adding conditional logic to request forms
- Using dropdowns, checkboxes, and free-text fields effectively
- Embedding knowledge base articles directly into request pages
- Configuring service request categories and intake workflows
- Adding attachments, file restrictions, and security policies
- Branding the customer portal with company logos and colours
- Customising URL paths and portal accessibility
- Setting up multi-portal environments for different departments
- Managing public vs. internal service visibility
- Improving customer self-service adoption rates
- Analysing customer portal engagement data
- Localising portals for global teams and multilingual support
Module 4: Issue Management and Workflow Design - Core principles of issue lifecycle management
- Translating real-world processes into Jira workflows
- Understanding the difference between workflow schemes and workflows
- Creating custom workflows from scratch
- Importing and modifying existing workflow templates
- Designing linear, parallel, and conditional workflow paths
- Adding statuses such as Pending Customer, On Hold, and Escalated
- Configuring transitions with conditions and validators
- Using post-functions to automate field updates
- Setting workflow permissions per role
- Assigning automatic agents based on issue type
- Controlling resolution and closure workflows
- Building approval workflows for financial or compliance requests
- Linking issues across projects and teams
- Using sub-tasks for multi-stage resolution processes
Module 5: Service Level Agreements (SLAs) and Performance Tracking - Understanding SLA metrics: First Response, Resolution, and Breach
- Creating custom SLA conditions based on priority and issue type
- Configuring working hours and non-business days
- Setting up business calendars for multi-region teams
- Defining pause conditions for customer response time
- Configuring escalation rules when SLAs are breached
- Visualising SLA progress in issue views and dashboards
- Using SLA data in reports and stakeholder reviews
- Aligning SLAs with ITIL incident and service request objectives
- Setting realistic SLA targets based on team capacity
- Automating SLA notifications to agents and managers
- Analysing breach patterns and improving team performance
- Exporting SLA reports for compliance and audits
- Integrating SLA performance into team KPIs
- Measuring continuous improvement over time
Module 6: Automation for Efficiency and Scalability - Overview of automation rules and their impact on productivity
- Understanding triggers, conditions, and actions
- Creating automation rules for common service desk tasks
- Automating issue assignment based on request type
- Auto-closing resolved issues after customer confirmation
- Sending follow-up surveys via email automation
- Escalating high-priority issues after inactivity
- Updating issue priorities based on customer impact
- Triggering Confluence page creation from resolved issues
- Syncing data across projects using automation
- Using scheduled triggers for batch updates
- Applying labels automatically based on keywords
- Adding comments or internal notes via automation
- Stopping automation loops with safety rules
- Reviewing automation run history and troubleshooting
Module 7: Knowledge Base Integration and Self-Service Excellence - Connecting Jira Service Desk to Confluence for knowledge sharing
- Creating dedicated knowledge spaces per service desk
- Linking articles to specific request types and workflows
- Automatically suggesting articles during ticket creation
- Writing effective knowledge base content for customers
- Structuring articles with FAQs, troubleshooting steps, and visuals
- Setting article access permissions by user group
- Using article approval workflows before publishing
- Tracking article views and feedback metrics
- Identifying knowledge gaps from recurring tickets
- Creating article templates for consistent formatting
- Using labels and categories to organise content
- Embedding knowledge portals within service requests
- Enabling customer feedback on article usefulness
- Updating outdated content based on ticket trends
Module 8: Agent Management and Team Collaboration - Adding and managing service desk agents and groups
- Configuring agent permissions and access levels
- Assigning agents to specific request types or queues
- Setting up team lead roles and oversight permissions
- Managing agent availability and workloads
- Using queues to prioritise and distribute incoming requests
- Customising queue columns and filters
- Building shared queues for cross-functional support
- Configuring @mentions and internal collaboration shortcuts
- Using internal notes to communicate within the team
- Setting response expectations and time tracking
- Creating agent dashboards for performance visibility
- Managing agent onboarding and training within Jira
- Handling agent transfers and role changes
- Exporting agent performance data for reviews
Module 9: Notifications, Alerts, and Communication Strategy - Understanding notification schemes and their scope
- Customising email templates for different event types
- Adding personalisation using field variables
- Configuring notifications for customers and internal teams
- Setting up alerts for SLA breaches and escalations
- Reducing notification fatigue with smart filtering
- Sending status update emails without agent intervention
- Using bulk notification rules for outages or maintenance
- Integrating with email aliases and distribution lists
- Testing notification content and delivery
- Monitoring bounce rates and email deliverability
- Creating reminder workflows for pending actions
- Enabling two-way email sync for customer replies
- Preventing duplicate tickets from email loops
- Archiving and managing email-based ticket history
Module 10: Reporting, Dashboards, and Stakeholder Insights - Accessing built-in service desk reports
- Interpreting request type distribution and volume trends
- Analysing first response and resolution time metrics
- Tracking agent workload and ticket assignment balance
- Using SLA performance reports for accountability
- Creating custom dashboards for executive reviews
- Adding multiple report gadgets to a single dashboard
- Configuring time range filters and data thresholds
- Sharing dashboards with managers and IT leadership
- Exporting reports to PDF, CSV, and image formats
- Setting up scheduled report delivery via email
- Using historical data to forecast support demand
- Identifying bottlenecks in resolution workflows
- Presenting service desk KPIs to non-technical stakeholders
- Building a continuous improvement feedback loop
Module 11: Advanced Configuration and Custom Field Strategy - When and how to use custom fields effectively
- Choosing field types: text, number, date, user picker, and more
- Creating dropdowns with predefined option sets
- Configuring field context for specific request types
- Hiding fields based on workflow status or user role
- Making fields mandatory only when needed
- Using scripted fields for advanced calculations
- Importing and exporting custom field configurations
- Auditing custom field usage across projects
- Removing unused fields to reduce clutter
- Aligning custom fields with compliance or audit requirements
- Creating integration-ready field structures
- Testing field behaviour before production rollout
- Documenting custom field purpose and usage
- Training teams on new field implementation
Module 12: Security, Compliance, and Data Governance - Managing user access with Atlassian Access
- Setting permission schemes for sensitive data
- Restricting issue visibility by organisation or group
- Configuring data retention and archival policies
- Handling GDPR and privacy compliance in service requests
- Masking sensitive information in logs and exports
- Setting up audit logs for administrator actions
- Monitoring suspicious login activity
- Using two-factor authentication for agent accounts
- Managing third-party app permissions securely
- Controlling email domain restrictions for customers
- Creating backup strategies for critical configurations
- Exporting data for regulatory reporting
- Conducting access reviews and cleanups
- Aligning Jira configurations with organisational policies
Module 13: Integrations and Ecosystem Expansion - Overview of Jira’s integration capabilities
- Connecting Jira Service Desk with Microsoft Teams
- Integrating with Slack for real-time agent alerts
- Synchronising with asset management tools like Insight
- Leveraging Opsgenie for incident alert escalation
- Using Zabbix or Nagios for automated ticket creation
- Connecting to identity providers via SAML or SCIM
- Automating user provisioning and deactivation
- Linking to monitoring tools for auto-ticketing outages
- Integrating with CI/CD pipelines for DevOps visibility
- Using webhooks for custom external notifications
- Configuring REST API access for scripting tasks
- Building custom connectors with ScriptRunner
- Validating integration security and data flow
- Monitoring integration health and uptime
Module 14: Implementing ITIL Practices in Jira Service Desk - Mapping incident management to Jira workflows
- Using Jira for major incident coordination
- Configuring problem management with root cause analysis
- Creating known error databases using Confluence
- Linking incidents to underlying problems
- Building change request workflows with approvals
- Managing standard, normal, and emergency changes
- Using change schedules to avoid conflicts
- Configuring change advisory board (CAB) processes
- Implementing service request fulfilment workflows
- Tracking service catalogue items in Jira
- Managing service level agreements per customer
- Using configuration management databases (CMDB) with Insight
- Documenting services and dependencies
- Running continual service improvement reviews
Module 15: Real-World Implementation Projects - Building a full IT service desk from scratch
- Designing a service portal for HR request fulfilment
- Creating a dedicated facility management help desk
- Implementing a DevOps incident response system
- Setting up a finance approval workflow
- Configuring a customer-facing support desk
- Designing a multilingual service portal
- Automating onboarding and offboarding requests
- Building a security incident reporting channel
- Creating a disaster recovery coordination board
- Linking service requests to project timelines
- Deploying a feedback collection and analysis system
- Setting up a vendor management service queue
- Modelling a cloud resource provisioning workflow
- Integrating user access requests with IAM systems
Module 16: Certification Preparation and Career Advancement - Reviewing all core competencies for mastery
- Completing the final implementation project
- Submitting your work for evaluation
- Receiving detailed feedback from instructors
- Finalising your service desk portfolio documentation
- Preparing your Certificate of Completion from The Art of Service
- Adding the credential to your LinkedIn profile
- Updating your CV with precise, outcome-driven language
- Using the certification in salary negotiations
- Highlighting hands-on Jira Service Desk expertise to employers
- Joining the global alumni network of certified practitioners
- Accessing exclusive job boards and career resources
- Continuing education pathways in ITSM and DevOps
- Staying updated with new Jira features and best practices
- Becoming a go-to expert in your organisation
- Choosing between company-managed and team-managed service projects
- Detailed comparison of project types and their use cases
- Setting up your company-managed service project with advanced controls
- Creating team-managed projects for agile service teams
- Importing legacy issues and service requests into Jira
- Configuring project avatars, names, and internal identifiers
- Setting project permissions and visibility rules
- Managing project categories and team assignments
- Creating and customising service project request types
- Organising request types by service line or department
- Adding descriptions, instructions, and media to request forms
- Setting default assignees and notification rules per request type
- Configuring SLA goals during project setup
- Linking service projects to Confluence knowledge bases
- Setting up project-specific notification schemes
Module 3: Customer Request Management and Portal Customisation - Understanding the customer journey in the service portal
- Designing intuitive service request forms
- Customising form fields with smart defaults
- Adding conditional logic to request forms
- Using dropdowns, checkboxes, and free-text fields effectively
- Embedding knowledge base articles directly into request pages
- Configuring service request categories and intake workflows
- Adding attachments, file restrictions, and security policies
- Branding the customer portal with company logos and colours
- Customising URL paths and portal accessibility
- Setting up multi-portal environments for different departments
- Managing public vs. internal service visibility
- Improving customer self-service adoption rates
- Analysing customer portal engagement data
- Localising portals for global teams and multilingual support
Module 4: Issue Management and Workflow Design - Core principles of issue lifecycle management
- Translating real-world processes into Jira workflows
- Understanding the difference between workflow schemes and workflows
- Creating custom workflows from scratch
- Importing and modifying existing workflow templates
- Designing linear, parallel, and conditional workflow paths
- Adding statuses such as Pending Customer, On Hold, and Escalated
- Configuring transitions with conditions and validators
- Using post-functions to automate field updates
- Setting workflow permissions per role
- Assigning automatic agents based on issue type
- Controlling resolution and closure workflows
- Building approval workflows for financial or compliance requests
- Linking issues across projects and teams
- Using sub-tasks for multi-stage resolution processes
Module 5: Service Level Agreements (SLAs) and Performance Tracking - Understanding SLA metrics: First Response, Resolution, and Breach
- Creating custom SLA conditions based on priority and issue type
- Configuring working hours and non-business days
- Setting up business calendars for multi-region teams
- Defining pause conditions for customer response time
- Configuring escalation rules when SLAs are breached
- Visualising SLA progress in issue views and dashboards
- Using SLA data in reports and stakeholder reviews
- Aligning SLAs with ITIL incident and service request objectives
- Setting realistic SLA targets based on team capacity
- Automating SLA notifications to agents and managers
- Analysing breach patterns and improving team performance
- Exporting SLA reports for compliance and audits
- Integrating SLA performance into team KPIs
- Measuring continuous improvement over time
Module 6: Automation for Efficiency and Scalability - Overview of automation rules and their impact on productivity
- Understanding triggers, conditions, and actions
- Creating automation rules for common service desk tasks
- Automating issue assignment based on request type
- Auto-closing resolved issues after customer confirmation
- Sending follow-up surveys via email automation
- Escalating high-priority issues after inactivity
- Updating issue priorities based on customer impact
- Triggering Confluence page creation from resolved issues
- Syncing data across projects using automation
- Using scheduled triggers for batch updates
- Applying labels automatically based on keywords
- Adding comments or internal notes via automation
- Stopping automation loops with safety rules
- Reviewing automation run history and troubleshooting
Module 7: Knowledge Base Integration and Self-Service Excellence - Connecting Jira Service Desk to Confluence for knowledge sharing
- Creating dedicated knowledge spaces per service desk
- Linking articles to specific request types and workflows
- Automatically suggesting articles during ticket creation
- Writing effective knowledge base content for customers
- Structuring articles with FAQs, troubleshooting steps, and visuals
- Setting article access permissions by user group
- Using article approval workflows before publishing
- Tracking article views and feedback metrics
- Identifying knowledge gaps from recurring tickets
- Creating article templates for consistent formatting
- Using labels and categories to organise content
- Embedding knowledge portals within service requests
- Enabling customer feedback on article usefulness
- Updating outdated content based on ticket trends
Module 8: Agent Management and Team Collaboration - Adding and managing service desk agents and groups
- Configuring agent permissions and access levels
- Assigning agents to specific request types or queues
- Setting up team lead roles and oversight permissions
- Managing agent availability and workloads
- Using queues to prioritise and distribute incoming requests
- Customising queue columns and filters
- Building shared queues for cross-functional support
- Configuring @mentions and internal collaboration shortcuts
- Using internal notes to communicate within the team
- Setting response expectations and time tracking
- Creating agent dashboards for performance visibility
- Managing agent onboarding and training within Jira
- Handling agent transfers and role changes
- Exporting agent performance data for reviews
Module 9: Notifications, Alerts, and Communication Strategy - Understanding notification schemes and their scope
- Customising email templates for different event types
- Adding personalisation using field variables
- Configuring notifications for customers and internal teams
- Setting up alerts for SLA breaches and escalations
- Reducing notification fatigue with smart filtering
- Sending status update emails without agent intervention
- Using bulk notification rules for outages or maintenance
- Integrating with email aliases and distribution lists
- Testing notification content and delivery
- Monitoring bounce rates and email deliverability
- Creating reminder workflows for pending actions
- Enabling two-way email sync for customer replies
- Preventing duplicate tickets from email loops
- Archiving and managing email-based ticket history
Module 10: Reporting, Dashboards, and Stakeholder Insights - Accessing built-in service desk reports
- Interpreting request type distribution and volume trends
- Analysing first response and resolution time metrics
- Tracking agent workload and ticket assignment balance
- Using SLA performance reports for accountability
- Creating custom dashboards for executive reviews
- Adding multiple report gadgets to a single dashboard
- Configuring time range filters and data thresholds
- Sharing dashboards with managers and IT leadership
- Exporting reports to PDF, CSV, and image formats
- Setting up scheduled report delivery via email
- Using historical data to forecast support demand
- Identifying bottlenecks in resolution workflows
- Presenting service desk KPIs to non-technical stakeholders
- Building a continuous improvement feedback loop
Module 11: Advanced Configuration and Custom Field Strategy - When and how to use custom fields effectively
- Choosing field types: text, number, date, user picker, and more
- Creating dropdowns with predefined option sets
- Configuring field context for specific request types
- Hiding fields based on workflow status or user role
- Making fields mandatory only when needed
- Using scripted fields for advanced calculations
- Importing and exporting custom field configurations
- Auditing custom field usage across projects
- Removing unused fields to reduce clutter
- Aligning custom fields with compliance or audit requirements
- Creating integration-ready field structures
- Testing field behaviour before production rollout
- Documenting custom field purpose and usage
- Training teams on new field implementation
Module 12: Security, Compliance, and Data Governance - Managing user access with Atlassian Access
- Setting permission schemes for sensitive data
- Restricting issue visibility by organisation or group
- Configuring data retention and archival policies
- Handling GDPR and privacy compliance in service requests
- Masking sensitive information in logs and exports
- Setting up audit logs for administrator actions
- Monitoring suspicious login activity
- Using two-factor authentication for agent accounts
- Managing third-party app permissions securely
- Controlling email domain restrictions for customers
- Creating backup strategies for critical configurations
- Exporting data for regulatory reporting
- Conducting access reviews and cleanups
- Aligning Jira configurations with organisational policies
Module 13: Integrations and Ecosystem Expansion - Overview of Jira’s integration capabilities
- Connecting Jira Service Desk with Microsoft Teams
- Integrating with Slack for real-time agent alerts
- Synchronising with asset management tools like Insight
- Leveraging Opsgenie for incident alert escalation
- Using Zabbix or Nagios for automated ticket creation
- Connecting to identity providers via SAML or SCIM
- Automating user provisioning and deactivation
- Linking to monitoring tools for auto-ticketing outages
- Integrating with CI/CD pipelines for DevOps visibility
- Using webhooks for custom external notifications
- Configuring REST API access for scripting tasks
- Building custom connectors with ScriptRunner
- Validating integration security and data flow
- Monitoring integration health and uptime
Module 14: Implementing ITIL Practices in Jira Service Desk - Mapping incident management to Jira workflows
- Using Jira for major incident coordination
- Configuring problem management with root cause analysis
- Creating known error databases using Confluence
- Linking incidents to underlying problems
- Building change request workflows with approvals
- Managing standard, normal, and emergency changes
- Using change schedules to avoid conflicts
- Configuring change advisory board (CAB) processes
- Implementing service request fulfilment workflows
- Tracking service catalogue items in Jira
- Managing service level agreements per customer
- Using configuration management databases (CMDB) with Insight
- Documenting services and dependencies
- Running continual service improvement reviews
Module 15: Real-World Implementation Projects - Building a full IT service desk from scratch
- Designing a service portal for HR request fulfilment
- Creating a dedicated facility management help desk
- Implementing a DevOps incident response system
- Setting up a finance approval workflow
- Configuring a customer-facing support desk
- Designing a multilingual service portal
- Automating onboarding and offboarding requests
- Building a security incident reporting channel
- Creating a disaster recovery coordination board
- Linking service requests to project timelines
- Deploying a feedback collection and analysis system
- Setting up a vendor management service queue
- Modelling a cloud resource provisioning workflow
- Integrating user access requests with IAM systems
Module 16: Certification Preparation and Career Advancement - Reviewing all core competencies for mastery
- Completing the final implementation project
- Submitting your work for evaluation
- Receiving detailed feedback from instructors
- Finalising your service desk portfolio documentation
- Preparing your Certificate of Completion from The Art of Service
- Adding the credential to your LinkedIn profile
- Updating your CV with precise, outcome-driven language
- Using the certification in salary negotiations
- Highlighting hands-on Jira Service Desk expertise to employers
- Joining the global alumni network of certified practitioners
- Accessing exclusive job boards and career resources
- Continuing education pathways in ITSM and DevOps
- Staying updated with new Jira features and best practices
- Becoming a go-to expert in your organisation
- Core principles of issue lifecycle management
- Translating real-world processes into Jira workflows
- Understanding the difference between workflow schemes and workflows
- Creating custom workflows from scratch
- Importing and modifying existing workflow templates
- Designing linear, parallel, and conditional workflow paths
- Adding statuses such as Pending Customer, On Hold, and Escalated
- Configuring transitions with conditions and validators
- Using post-functions to automate field updates
- Setting workflow permissions per role
- Assigning automatic agents based on issue type
- Controlling resolution and closure workflows
- Building approval workflows for financial or compliance requests
- Linking issues across projects and teams
- Using sub-tasks for multi-stage resolution processes
Module 5: Service Level Agreements (SLAs) and Performance Tracking - Understanding SLA metrics: First Response, Resolution, and Breach
- Creating custom SLA conditions based on priority and issue type
- Configuring working hours and non-business days
- Setting up business calendars for multi-region teams
- Defining pause conditions for customer response time
- Configuring escalation rules when SLAs are breached
- Visualising SLA progress in issue views and dashboards
- Using SLA data in reports and stakeholder reviews
- Aligning SLAs with ITIL incident and service request objectives
- Setting realistic SLA targets based on team capacity
- Automating SLA notifications to agents and managers
- Analysing breach patterns and improving team performance
- Exporting SLA reports for compliance and audits
- Integrating SLA performance into team KPIs
- Measuring continuous improvement over time
Module 6: Automation for Efficiency and Scalability - Overview of automation rules and their impact on productivity
- Understanding triggers, conditions, and actions
- Creating automation rules for common service desk tasks
- Automating issue assignment based on request type
- Auto-closing resolved issues after customer confirmation
- Sending follow-up surveys via email automation
- Escalating high-priority issues after inactivity
- Updating issue priorities based on customer impact
- Triggering Confluence page creation from resolved issues
- Syncing data across projects using automation
- Using scheduled triggers for batch updates
- Applying labels automatically based on keywords
- Adding comments or internal notes via automation
- Stopping automation loops with safety rules
- Reviewing automation run history and troubleshooting
Module 7: Knowledge Base Integration and Self-Service Excellence - Connecting Jira Service Desk to Confluence for knowledge sharing
- Creating dedicated knowledge spaces per service desk
- Linking articles to specific request types and workflows
- Automatically suggesting articles during ticket creation
- Writing effective knowledge base content for customers
- Structuring articles with FAQs, troubleshooting steps, and visuals
- Setting article access permissions by user group
- Using article approval workflows before publishing
- Tracking article views and feedback metrics
- Identifying knowledge gaps from recurring tickets
- Creating article templates for consistent formatting
- Using labels and categories to organise content
- Embedding knowledge portals within service requests
- Enabling customer feedback on article usefulness
- Updating outdated content based on ticket trends
Module 8: Agent Management and Team Collaboration - Adding and managing service desk agents and groups
- Configuring agent permissions and access levels
- Assigning agents to specific request types or queues
- Setting up team lead roles and oversight permissions
- Managing agent availability and workloads
- Using queues to prioritise and distribute incoming requests
- Customising queue columns and filters
- Building shared queues for cross-functional support
- Configuring @mentions and internal collaboration shortcuts
- Using internal notes to communicate within the team
- Setting response expectations and time tracking
- Creating agent dashboards for performance visibility
- Managing agent onboarding and training within Jira
- Handling agent transfers and role changes
- Exporting agent performance data for reviews
Module 9: Notifications, Alerts, and Communication Strategy - Understanding notification schemes and their scope
- Customising email templates for different event types
- Adding personalisation using field variables
- Configuring notifications for customers and internal teams
- Setting up alerts for SLA breaches and escalations
- Reducing notification fatigue with smart filtering
- Sending status update emails without agent intervention
- Using bulk notification rules for outages or maintenance
- Integrating with email aliases and distribution lists
- Testing notification content and delivery
- Monitoring bounce rates and email deliverability
- Creating reminder workflows for pending actions
- Enabling two-way email sync for customer replies
- Preventing duplicate tickets from email loops
- Archiving and managing email-based ticket history
Module 10: Reporting, Dashboards, and Stakeholder Insights - Accessing built-in service desk reports
- Interpreting request type distribution and volume trends
- Analysing first response and resolution time metrics
- Tracking agent workload and ticket assignment balance
- Using SLA performance reports for accountability
- Creating custom dashboards for executive reviews
- Adding multiple report gadgets to a single dashboard
- Configuring time range filters and data thresholds
- Sharing dashboards with managers and IT leadership
- Exporting reports to PDF, CSV, and image formats
- Setting up scheduled report delivery via email
- Using historical data to forecast support demand
- Identifying bottlenecks in resolution workflows
- Presenting service desk KPIs to non-technical stakeholders
- Building a continuous improvement feedback loop
Module 11: Advanced Configuration and Custom Field Strategy - When and how to use custom fields effectively
- Choosing field types: text, number, date, user picker, and more
- Creating dropdowns with predefined option sets
- Configuring field context for specific request types
- Hiding fields based on workflow status or user role
- Making fields mandatory only when needed
- Using scripted fields for advanced calculations
- Importing and exporting custom field configurations
- Auditing custom field usage across projects
- Removing unused fields to reduce clutter
- Aligning custom fields with compliance or audit requirements
- Creating integration-ready field structures
- Testing field behaviour before production rollout
- Documenting custom field purpose and usage
- Training teams on new field implementation
Module 12: Security, Compliance, and Data Governance - Managing user access with Atlassian Access
- Setting permission schemes for sensitive data
- Restricting issue visibility by organisation or group
- Configuring data retention and archival policies
- Handling GDPR and privacy compliance in service requests
- Masking sensitive information in logs and exports
- Setting up audit logs for administrator actions
- Monitoring suspicious login activity
- Using two-factor authentication for agent accounts
- Managing third-party app permissions securely
- Controlling email domain restrictions for customers
- Creating backup strategies for critical configurations
- Exporting data for regulatory reporting
- Conducting access reviews and cleanups
- Aligning Jira configurations with organisational policies
Module 13: Integrations and Ecosystem Expansion - Overview of Jira’s integration capabilities
- Connecting Jira Service Desk with Microsoft Teams
- Integrating with Slack for real-time agent alerts
- Synchronising with asset management tools like Insight
- Leveraging Opsgenie for incident alert escalation
- Using Zabbix or Nagios for automated ticket creation
- Connecting to identity providers via SAML or SCIM
- Automating user provisioning and deactivation
- Linking to monitoring tools for auto-ticketing outages
- Integrating with CI/CD pipelines for DevOps visibility
- Using webhooks for custom external notifications
- Configuring REST API access for scripting tasks
- Building custom connectors with ScriptRunner
- Validating integration security and data flow
- Monitoring integration health and uptime
Module 14: Implementing ITIL Practices in Jira Service Desk - Mapping incident management to Jira workflows
- Using Jira for major incident coordination
- Configuring problem management with root cause analysis
- Creating known error databases using Confluence
- Linking incidents to underlying problems
- Building change request workflows with approvals
- Managing standard, normal, and emergency changes
- Using change schedules to avoid conflicts
- Configuring change advisory board (CAB) processes
- Implementing service request fulfilment workflows
- Tracking service catalogue items in Jira
- Managing service level agreements per customer
- Using configuration management databases (CMDB) with Insight
- Documenting services and dependencies
- Running continual service improvement reviews
Module 15: Real-World Implementation Projects - Building a full IT service desk from scratch
- Designing a service portal for HR request fulfilment
- Creating a dedicated facility management help desk
- Implementing a DevOps incident response system
- Setting up a finance approval workflow
- Configuring a customer-facing support desk
- Designing a multilingual service portal
- Automating onboarding and offboarding requests
- Building a security incident reporting channel
- Creating a disaster recovery coordination board
- Linking service requests to project timelines
- Deploying a feedback collection and analysis system
- Setting up a vendor management service queue
- Modelling a cloud resource provisioning workflow
- Integrating user access requests with IAM systems
Module 16: Certification Preparation and Career Advancement - Reviewing all core competencies for mastery
- Completing the final implementation project
- Submitting your work for evaluation
- Receiving detailed feedback from instructors
- Finalising your service desk portfolio documentation
- Preparing your Certificate of Completion from The Art of Service
- Adding the credential to your LinkedIn profile
- Updating your CV with precise, outcome-driven language
- Using the certification in salary negotiations
- Highlighting hands-on Jira Service Desk expertise to employers
- Joining the global alumni network of certified practitioners
- Accessing exclusive job boards and career resources
- Continuing education pathways in ITSM and DevOps
- Staying updated with new Jira features and best practices
- Becoming a go-to expert in your organisation
- Overview of automation rules and their impact on productivity
- Understanding triggers, conditions, and actions
- Creating automation rules for common service desk tasks
- Automating issue assignment based on request type
- Auto-closing resolved issues after customer confirmation
- Sending follow-up surveys via email automation
- Escalating high-priority issues after inactivity
- Updating issue priorities based on customer impact
- Triggering Confluence page creation from resolved issues
- Syncing data across projects using automation
- Using scheduled triggers for batch updates
- Applying labels automatically based on keywords
- Adding comments or internal notes via automation
- Stopping automation loops with safety rules
- Reviewing automation run history and troubleshooting
Module 7: Knowledge Base Integration and Self-Service Excellence - Connecting Jira Service Desk to Confluence for knowledge sharing
- Creating dedicated knowledge spaces per service desk
- Linking articles to specific request types and workflows
- Automatically suggesting articles during ticket creation
- Writing effective knowledge base content for customers
- Structuring articles with FAQs, troubleshooting steps, and visuals
- Setting article access permissions by user group
- Using article approval workflows before publishing
- Tracking article views and feedback metrics
- Identifying knowledge gaps from recurring tickets
- Creating article templates for consistent formatting
- Using labels and categories to organise content
- Embedding knowledge portals within service requests
- Enabling customer feedback on article usefulness
- Updating outdated content based on ticket trends
Module 8: Agent Management and Team Collaboration - Adding and managing service desk agents and groups
- Configuring agent permissions and access levels
- Assigning agents to specific request types or queues
- Setting up team lead roles and oversight permissions
- Managing agent availability and workloads
- Using queues to prioritise and distribute incoming requests
- Customising queue columns and filters
- Building shared queues for cross-functional support
- Configuring @mentions and internal collaboration shortcuts
- Using internal notes to communicate within the team
- Setting response expectations and time tracking
- Creating agent dashboards for performance visibility
- Managing agent onboarding and training within Jira
- Handling agent transfers and role changes
- Exporting agent performance data for reviews
Module 9: Notifications, Alerts, and Communication Strategy - Understanding notification schemes and their scope
- Customising email templates for different event types
- Adding personalisation using field variables
- Configuring notifications for customers and internal teams
- Setting up alerts for SLA breaches and escalations
- Reducing notification fatigue with smart filtering
- Sending status update emails without agent intervention
- Using bulk notification rules for outages or maintenance
- Integrating with email aliases and distribution lists
- Testing notification content and delivery
- Monitoring bounce rates and email deliverability
- Creating reminder workflows for pending actions
- Enabling two-way email sync for customer replies
- Preventing duplicate tickets from email loops
- Archiving and managing email-based ticket history
Module 10: Reporting, Dashboards, and Stakeholder Insights - Accessing built-in service desk reports
- Interpreting request type distribution and volume trends
- Analysing first response and resolution time metrics
- Tracking agent workload and ticket assignment balance
- Using SLA performance reports for accountability
- Creating custom dashboards for executive reviews
- Adding multiple report gadgets to a single dashboard
- Configuring time range filters and data thresholds
- Sharing dashboards with managers and IT leadership
- Exporting reports to PDF, CSV, and image formats
- Setting up scheduled report delivery via email
- Using historical data to forecast support demand
- Identifying bottlenecks in resolution workflows
- Presenting service desk KPIs to non-technical stakeholders
- Building a continuous improvement feedback loop
Module 11: Advanced Configuration and Custom Field Strategy - When and how to use custom fields effectively
- Choosing field types: text, number, date, user picker, and more
- Creating dropdowns with predefined option sets
- Configuring field context for specific request types
- Hiding fields based on workflow status or user role
- Making fields mandatory only when needed
- Using scripted fields for advanced calculations
- Importing and exporting custom field configurations
- Auditing custom field usage across projects
- Removing unused fields to reduce clutter
- Aligning custom fields with compliance or audit requirements
- Creating integration-ready field structures
- Testing field behaviour before production rollout
- Documenting custom field purpose and usage
- Training teams on new field implementation
Module 12: Security, Compliance, and Data Governance - Managing user access with Atlassian Access
- Setting permission schemes for sensitive data
- Restricting issue visibility by organisation or group
- Configuring data retention and archival policies
- Handling GDPR and privacy compliance in service requests
- Masking sensitive information in logs and exports
- Setting up audit logs for administrator actions
- Monitoring suspicious login activity
- Using two-factor authentication for agent accounts
- Managing third-party app permissions securely
- Controlling email domain restrictions for customers
- Creating backup strategies for critical configurations
- Exporting data for regulatory reporting
- Conducting access reviews and cleanups
- Aligning Jira configurations with organisational policies
Module 13: Integrations and Ecosystem Expansion - Overview of Jira’s integration capabilities
- Connecting Jira Service Desk with Microsoft Teams
- Integrating with Slack for real-time agent alerts
- Synchronising with asset management tools like Insight
- Leveraging Opsgenie for incident alert escalation
- Using Zabbix or Nagios for automated ticket creation
- Connecting to identity providers via SAML or SCIM
- Automating user provisioning and deactivation
- Linking to monitoring tools for auto-ticketing outages
- Integrating with CI/CD pipelines for DevOps visibility
- Using webhooks for custom external notifications
- Configuring REST API access for scripting tasks
- Building custom connectors with ScriptRunner
- Validating integration security and data flow
- Monitoring integration health and uptime
Module 14: Implementing ITIL Practices in Jira Service Desk - Mapping incident management to Jira workflows
- Using Jira for major incident coordination
- Configuring problem management with root cause analysis
- Creating known error databases using Confluence
- Linking incidents to underlying problems
- Building change request workflows with approvals
- Managing standard, normal, and emergency changes
- Using change schedules to avoid conflicts
- Configuring change advisory board (CAB) processes
- Implementing service request fulfilment workflows
- Tracking service catalogue items in Jira
- Managing service level agreements per customer
- Using configuration management databases (CMDB) with Insight
- Documenting services and dependencies
- Running continual service improvement reviews
Module 15: Real-World Implementation Projects - Building a full IT service desk from scratch
- Designing a service portal for HR request fulfilment
- Creating a dedicated facility management help desk
- Implementing a DevOps incident response system
- Setting up a finance approval workflow
- Configuring a customer-facing support desk
- Designing a multilingual service portal
- Automating onboarding and offboarding requests
- Building a security incident reporting channel
- Creating a disaster recovery coordination board
- Linking service requests to project timelines
- Deploying a feedback collection and analysis system
- Setting up a vendor management service queue
- Modelling a cloud resource provisioning workflow
- Integrating user access requests with IAM systems
Module 16: Certification Preparation and Career Advancement - Reviewing all core competencies for mastery
- Completing the final implementation project
- Submitting your work for evaluation
- Receiving detailed feedback from instructors
- Finalising your service desk portfolio documentation
- Preparing your Certificate of Completion from The Art of Service
- Adding the credential to your LinkedIn profile
- Updating your CV with precise, outcome-driven language
- Using the certification in salary negotiations
- Highlighting hands-on Jira Service Desk expertise to employers
- Joining the global alumni network of certified practitioners
- Accessing exclusive job boards and career resources
- Continuing education pathways in ITSM and DevOps
- Staying updated with new Jira features and best practices
- Becoming a go-to expert in your organisation
- Adding and managing service desk agents and groups
- Configuring agent permissions and access levels
- Assigning agents to specific request types or queues
- Setting up team lead roles and oversight permissions
- Managing agent availability and workloads
- Using queues to prioritise and distribute incoming requests
- Customising queue columns and filters
- Building shared queues for cross-functional support
- Configuring @mentions and internal collaboration shortcuts
- Using internal notes to communicate within the team
- Setting response expectations and time tracking
- Creating agent dashboards for performance visibility
- Managing agent onboarding and training within Jira
- Handling agent transfers and role changes
- Exporting agent performance data for reviews
Module 9: Notifications, Alerts, and Communication Strategy - Understanding notification schemes and their scope
- Customising email templates for different event types
- Adding personalisation using field variables
- Configuring notifications for customers and internal teams
- Setting up alerts for SLA breaches and escalations
- Reducing notification fatigue with smart filtering
- Sending status update emails without agent intervention
- Using bulk notification rules for outages or maintenance
- Integrating with email aliases and distribution lists
- Testing notification content and delivery
- Monitoring bounce rates and email deliverability
- Creating reminder workflows for pending actions
- Enabling two-way email sync for customer replies
- Preventing duplicate tickets from email loops
- Archiving and managing email-based ticket history
Module 10: Reporting, Dashboards, and Stakeholder Insights - Accessing built-in service desk reports
- Interpreting request type distribution and volume trends
- Analysing first response and resolution time metrics
- Tracking agent workload and ticket assignment balance
- Using SLA performance reports for accountability
- Creating custom dashboards for executive reviews
- Adding multiple report gadgets to a single dashboard
- Configuring time range filters and data thresholds
- Sharing dashboards with managers and IT leadership
- Exporting reports to PDF, CSV, and image formats
- Setting up scheduled report delivery via email
- Using historical data to forecast support demand
- Identifying bottlenecks in resolution workflows
- Presenting service desk KPIs to non-technical stakeholders
- Building a continuous improvement feedback loop
Module 11: Advanced Configuration and Custom Field Strategy - When and how to use custom fields effectively
- Choosing field types: text, number, date, user picker, and more
- Creating dropdowns with predefined option sets
- Configuring field context for specific request types
- Hiding fields based on workflow status or user role
- Making fields mandatory only when needed
- Using scripted fields for advanced calculations
- Importing and exporting custom field configurations
- Auditing custom field usage across projects
- Removing unused fields to reduce clutter
- Aligning custom fields with compliance or audit requirements
- Creating integration-ready field structures
- Testing field behaviour before production rollout
- Documenting custom field purpose and usage
- Training teams on new field implementation
Module 12: Security, Compliance, and Data Governance - Managing user access with Atlassian Access
- Setting permission schemes for sensitive data
- Restricting issue visibility by organisation or group
- Configuring data retention and archival policies
- Handling GDPR and privacy compliance in service requests
- Masking sensitive information in logs and exports
- Setting up audit logs for administrator actions
- Monitoring suspicious login activity
- Using two-factor authentication for agent accounts
- Managing third-party app permissions securely
- Controlling email domain restrictions for customers
- Creating backup strategies for critical configurations
- Exporting data for regulatory reporting
- Conducting access reviews and cleanups
- Aligning Jira configurations with organisational policies
Module 13: Integrations and Ecosystem Expansion - Overview of Jira’s integration capabilities
- Connecting Jira Service Desk with Microsoft Teams
- Integrating with Slack for real-time agent alerts
- Synchronising with asset management tools like Insight
- Leveraging Opsgenie for incident alert escalation
- Using Zabbix or Nagios for automated ticket creation
- Connecting to identity providers via SAML or SCIM
- Automating user provisioning and deactivation
- Linking to monitoring tools for auto-ticketing outages
- Integrating with CI/CD pipelines for DevOps visibility
- Using webhooks for custom external notifications
- Configuring REST API access for scripting tasks
- Building custom connectors with ScriptRunner
- Validating integration security and data flow
- Monitoring integration health and uptime
Module 14: Implementing ITIL Practices in Jira Service Desk - Mapping incident management to Jira workflows
- Using Jira for major incident coordination
- Configuring problem management with root cause analysis
- Creating known error databases using Confluence
- Linking incidents to underlying problems
- Building change request workflows with approvals
- Managing standard, normal, and emergency changes
- Using change schedules to avoid conflicts
- Configuring change advisory board (CAB) processes
- Implementing service request fulfilment workflows
- Tracking service catalogue items in Jira
- Managing service level agreements per customer
- Using configuration management databases (CMDB) with Insight
- Documenting services and dependencies
- Running continual service improvement reviews
Module 15: Real-World Implementation Projects - Building a full IT service desk from scratch
- Designing a service portal for HR request fulfilment
- Creating a dedicated facility management help desk
- Implementing a DevOps incident response system
- Setting up a finance approval workflow
- Configuring a customer-facing support desk
- Designing a multilingual service portal
- Automating onboarding and offboarding requests
- Building a security incident reporting channel
- Creating a disaster recovery coordination board
- Linking service requests to project timelines
- Deploying a feedback collection and analysis system
- Setting up a vendor management service queue
- Modelling a cloud resource provisioning workflow
- Integrating user access requests with IAM systems
Module 16: Certification Preparation and Career Advancement - Reviewing all core competencies for mastery
- Completing the final implementation project
- Submitting your work for evaluation
- Receiving detailed feedback from instructors
- Finalising your service desk portfolio documentation
- Preparing your Certificate of Completion from The Art of Service
- Adding the credential to your LinkedIn profile
- Updating your CV with precise, outcome-driven language
- Using the certification in salary negotiations
- Highlighting hands-on Jira Service Desk expertise to employers
- Joining the global alumni network of certified practitioners
- Accessing exclusive job boards and career resources
- Continuing education pathways in ITSM and DevOps
- Staying updated with new Jira features and best practices
- Becoming a go-to expert in your organisation
- Accessing built-in service desk reports
- Interpreting request type distribution and volume trends
- Analysing first response and resolution time metrics
- Tracking agent workload and ticket assignment balance
- Using SLA performance reports for accountability
- Creating custom dashboards for executive reviews
- Adding multiple report gadgets to a single dashboard
- Configuring time range filters and data thresholds
- Sharing dashboards with managers and IT leadership
- Exporting reports to PDF, CSV, and image formats
- Setting up scheduled report delivery via email
- Using historical data to forecast support demand
- Identifying bottlenecks in resolution workflows
- Presenting service desk KPIs to non-technical stakeholders
- Building a continuous improvement feedback loop
Module 11: Advanced Configuration and Custom Field Strategy - When and how to use custom fields effectively
- Choosing field types: text, number, date, user picker, and more
- Creating dropdowns with predefined option sets
- Configuring field context for specific request types
- Hiding fields based on workflow status or user role
- Making fields mandatory only when needed
- Using scripted fields for advanced calculations
- Importing and exporting custom field configurations
- Auditing custom field usage across projects
- Removing unused fields to reduce clutter
- Aligning custom fields with compliance or audit requirements
- Creating integration-ready field structures
- Testing field behaviour before production rollout
- Documenting custom field purpose and usage
- Training teams on new field implementation
Module 12: Security, Compliance, and Data Governance - Managing user access with Atlassian Access
- Setting permission schemes for sensitive data
- Restricting issue visibility by organisation or group
- Configuring data retention and archival policies
- Handling GDPR and privacy compliance in service requests
- Masking sensitive information in logs and exports
- Setting up audit logs for administrator actions
- Monitoring suspicious login activity
- Using two-factor authentication for agent accounts
- Managing third-party app permissions securely
- Controlling email domain restrictions for customers
- Creating backup strategies for critical configurations
- Exporting data for regulatory reporting
- Conducting access reviews and cleanups
- Aligning Jira configurations with organisational policies
Module 13: Integrations and Ecosystem Expansion - Overview of Jira’s integration capabilities
- Connecting Jira Service Desk with Microsoft Teams
- Integrating with Slack for real-time agent alerts
- Synchronising with asset management tools like Insight
- Leveraging Opsgenie for incident alert escalation
- Using Zabbix or Nagios for automated ticket creation
- Connecting to identity providers via SAML or SCIM
- Automating user provisioning and deactivation
- Linking to monitoring tools for auto-ticketing outages
- Integrating with CI/CD pipelines for DevOps visibility
- Using webhooks for custom external notifications
- Configuring REST API access for scripting tasks
- Building custom connectors with ScriptRunner
- Validating integration security and data flow
- Monitoring integration health and uptime
Module 14: Implementing ITIL Practices in Jira Service Desk - Mapping incident management to Jira workflows
- Using Jira for major incident coordination
- Configuring problem management with root cause analysis
- Creating known error databases using Confluence
- Linking incidents to underlying problems
- Building change request workflows with approvals
- Managing standard, normal, and emergency changes
- Using change schedules to avoid conflicts
- Configuring change advisory board (CAB) processes
- Implementing service request fulfilment workflows
- Tracking service catalogue items in Jira
- Managing service level agreements per customer
- Using configuration management databases (CMDB) with Insight
- Documenting services and dependencies
- Running continual service improvement reviews
Module 15: Real-World Implementation Projects - Building a full IT service desk from scratch
- Designing a service portal for HR request fulfilment
- Creating a dedicated facility management help desk
- Implementing a DevOps incident response system
- Setting up a finance approval workflow
- Configuring a customer-facing support desk
- Designing a multilingual service portal
- Automating onboarding and offboarding requests
- Building a security incident reporting channel
- Creating a disaster recovery coordination board
- Linking service requests to project timelines
- Deploying a feedback collection and analysis system
- Setting up a vendor management service queue
- Modelling a cloud resource provisioning workflow
- Integrating user access requests with IAM systems
Module 16: Certification Preparation and Career Advancement - Reviewing all core competencies for mastery
- Completing the final implementation project
- Submitting your work for evaluation
- Receiving detailed feedback from instructors
- Finalising your service desk portfolio documentation
- Preparing your Certificate of Completion from The Art of Service
- Adding the credential to your LinkedIn profile
- Updating your CV with precise, outcome-driven language
- Using the certification in salary negotiations
- Highlighting hands-on Jira Service Desk expertise to employers
- Joining the global alumni network of certified practitioners
- Accessing exclusive job boards and career resources
- Continuing education pathways in ITSM and DevOps
- Staying updated with new Jira features and best practices
- Becoming a go-to expert in your organisation
- Managing user access with Atlassian Access
- Setting permission schemes for sensitive data
- Restricting issue visibility by organisation or group
- Configuring data retention and archival policies
- Handling GDPR and privacy compliance in service requests
- Masking sensitive information in logs and exports
- Setting up audit logs for administrator actions
- Monitoring suspicious login activity
- Using two-factor authentication for agent accounts
- Managing third-party app permissions securely
- Controlling email domain restrictions for customers
- Creating backup strategies for critical configurations
- Exporting data for regulatory reporting
- Conducting access reviews and cleanups
- Aligning Jira configurations with organisational policies
Module 13: Integrations and Ecosystem Expansion - Overview of Jira’s integration capabilities
- Connecting Jira Service Desk with Microsoft Teams
- Integrating with Slack for real-time agent alerts
- Synchronising with asset management tools like Insight
- Leveraging Opsgenie for incident alert escalation
- Using Zabbix or Nagios for automated ticket creation
- Connecting to identity providers via SAML or SCIM
- Automating user provisioning and deactivation
- Linking to monitoring tools for auto-ticketing outages
- Integrating with CI/CD pipelines for DevOps visibility
- Using webhooks for custom external notifications
- Configuring REST API access for scripting tasks
- Building custom connectors with ScriptRunner
- Validating integration security and data flow
- Monitoring integration health and uptime
Module 14: Implementing ITIL Practices in Jira Service Desk - Mapping incident management to Jira workflows
- Using Jira for major incident coordination
- Configuring problem management with root cause analysis
- Creating known error databases using Confluence
- Linking incidents to underlying problems
- Building change request workflows with approvals
- Managing standard, normal, and emergency changes
- Using change schedules to avoid conflicts
- Configuring change advisory board (CAB) processes
- Implementing service request fulfilment workflows
- Tracking service catalogue items in Jira
- Managing service level agreements per customer
- Using configuration management databases (CMDB) with Insight
- Documenting services and dependencies
- Running continual service improvement reviews
Module 15: Real-World Implementation Projects - Building a full IT service desk from scratch
- Designing a service portal for HR request fulfilment
- Creating a dedicated facility management help desk
- Implementing a DevOps incident response system
- Setting up a finance approval workflow
- Configuring a customer-facing support desk
- Designing a multilingual service portal
- Automating onboarding and offboarding requests
- Building a security incident reporting channel
- Creating a disaster recovery coordination board
- Linking service requests to project timelines
- Deploying a feedback collection and analysis system
- Setting up a vendor management service queue
- Modelling a cloud resource provisioning workflow
- Integrating user access requests with IAM systems
Module 16: Certification Preparation and Career Advancement - Reviewing all core competencies for mastery
- Completing the final implementation project
- Submitting your work for evaluation
- Receiving detailed feedback from instructors
- Finalising your service desk portfolio documentation
- Preparing your Certificate of Completion from The Art of Service
- Adding the credential to your LinkedIn profile
- Updating your CV with precise, outcome-driven language
- Using the certification in salary negotiations
- Highlighting hands-on Jira Service Desk expertise to employers
- Joining the global alumni network of certified practitioners
- Accessing exclusive job boards and career resources
- Continuing education pathways in ITSM and DevOps
- Staying updated with new Jira features and best practices
- Becoming a go-to expert in your organisation
- Mapping incident management to Jira workflows
- Using Jira for major incident coordination
- Configuring problem management with root cause analysis
- Creating known error databases using Confluence
- Linking incidents to underlying problems
- Building change request workflows with approvals
- Managing standard, normal, and emergency changes
- Using change schedules to avoid conflicts
- Configuring change advisory board (CAB) processes
- Implementing service request fulfilment workflows
- Tracking service catalogue items in Jira
- Managing service level agreements per customer
- Using configuration management databases (CMDB) with Insight
- Documenting services and dependencies
- Running continual service improvement reviews
Module 15: Real-World Implementation Projects - Building a full IT service desk from scratch
- Designing a service portal for HR request fulfilment
- Creating a dedicated facility management help desk
- Implementing a DevOps incident response system
- Setting up a finance approval workflow
- Configuring a customer-facing support desk
- Designing a multilingual service portal
- Automating onboarding and offboarding requests
- Building a security incident reporting channel
- Creating a disaster recovery coordination board
- Linking service requests to project timelines
- Deploying a feedback collection and analysis system
- Setting up a vendor management service queue
- Modelling a cloud resource provisioning workflow
- Integrating user access requests with IAM systems
Module 16: Certification Preparation and Career Advancement - Reviewing all core competencies for mastery
- Completing the final implementation project
- Submitting your work for evaluation
- Receiving detailed feedback from instructors
- Finalising your service desk portfolio documentation
- Preparing your Certificate of Completion from The Art of Service
- Adding the credential to your LinkedIn profile
- Updating your CV with precise, outcome-driven language
- Using the certification in salary negotiations
- Highlighting hands-on Jira Service Desk expertise to employers
- Joining the global alumni network of certified practitioners
- Accessing exclusive job boards and career resources
- Continuing education pathways in ITSM and DevOps
- Staying updated with new Jira features and best practices
- Becoming a go-to expert in your organisation
- Reviewing all core competencies for mastery
- Completing the final implementation project
- Submitting your work for evaluation
- Receiving detailed feedback from instructors
- Finalising your service desk portfolio documentation
- Preparing your Certificate of Completion from The Art of Service
- Adding the credential to your LinkedIn profile
- Updating your CV with precise, outcome-driven language
- Using the certification in salary negotiations
- Highlighting hands-on Jira Service Desk expertise to employers
- Joining the global alumni network of certified practitioners
- Accessing exclusive job boards and career resources
- Continuing education pathways in ITSM and DevOps
- Staying updated with new Jira features and best practices
- Becoming a go-to expert in your organisation