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Mastering IT Service Management; A Comprehensive Guide to Atlassian Jira Service Desk

Mastering IT Service Management; A Comprehensive Guide to Atlassian Jira Service Desk

$199.00
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Mastering IT Service Management: A Comprehensive Guide to Atlassian Jira Service Desk



Course Overview

This comprehensive course is designed to equip IT professionals with the knowledge and skills needed to master IT service management using Atlassian Jira Service Desk. Participants will gain a deep understanding of IT service management principles, Jira Service Desk configuration, and best practices for implementation and management.



Course Features

  • Interactive and engaging learning experience
  • Comprehensive and up-to-date course content
  • Personalized learning approach
  • Practical, real-world applications and examples
  • High-quality content developed by expert instructors
  • Certificate issued by The Art of Service upon completion
  • Flexible learning options, including mobile accessibility
  • User-friendly interface and navigation
  • Community-driven discussion forums
  • Actionable insights and takeaways
  • Hands-on projects and exercises
  • Bite-sized lessons for easy learning
  • Lifetime access to course materials
  • Gamification elements to enhance engagement
  • Progress tracking and feedback


Course Outline

Module 1: Introduction to IT Service Management

  • Defining IT service management
  • Understanding the benefits of IT service management
  • Overview of IT service management frameworks and standards
  • Introduction to Atlassian Jira Service Desk

Module 2: Jira Service Desk Configuration

  • Configuring Jira Service Desk for IT service management
  • Setting up service desks, queues, and request types
  • Defining and configuring SLAs, priorities, and escalation rules
  • Integrating Jira Service Desk with other Atlassian tools

Module 3: IT Service Management Processes

  • Incident management: detection, logging, and resolution
  • Problem management: root cause analysis and resolution
  • Change management: planning, implementation, and review
  • Service level management: defining and managing SLAs

Module 4: Service Desk Management

  • Managing service desk teams and roles
  • Defining and managing service desk workflows
  • Configuring and managing service desk reports and dashboards
  • Implementing service desk automation and scripting

Module 5: Asset Management

  • Introduction to asset management
  • Configuring and managing assets in Jira Service Desk
  • Defining and managing asset relationships and dependencies
  • Implementing asset management best practices

Module 6: Service Catalog Management

  • Introduction to service catalog management
  • Configuring and managing service catalogs in Jira Service Desk
  • Defining and managing service catalog items and requests
  • Implementing service catalog management best practices

Module 7: Release and Deployment Management

  • Introduction to release and deployment management
  • Configuring and managing releases and deployments in Jira Service Desk
  • Defining and managing release and deployment workflows
  • Implementing release and deployment management best practices

Module 8: Continual Service Improvement

  • Introduction to continual service improvement
  • Defining and managing CSI initiatives and projects
  • Implementing CSI best practices and methodologies
  • Measuring and reporting CSI outcomes and benefits

Module 9: Jira Service Desk Customization and Integration

  • Customizing Jira Service Desk workflows and screens
  • Integrating Jira Service Desk with other Atlassian tools and third-party applications
  • Defining and managing custom fields and forms
  • Implementing custom scripts and automation

Module 10: Jira Service Desk Administration and Security

  • Configuring and managing Jira Service Desk administration settings
  • Defining and managing user roles and permissions
  • Implementing security and access controls
  • Managing Jira Service Desk backups and recovery


Certificate and Recognition

Upon completing this comprehensive course, participants will receive a certificate issued by The Art of Service, recognizing their mastery of IT service management using Atlassian Jira Service Desk.

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