Mastering IT Service Management with Atlassian Jira Service Desk
Course Overview This comprehensive course is designed to help IT professionals master the art of IT service management using Atlassian Jira Service Desk. With a focus on interactive and engaging learning, participants will gain hands-on experience in implementing and managing IT services using Jira Service Desk.
Course Objectives - Understand the fundamentals of IT service management and its importance in modern IT organizations
- Learn how to implement and configure Jira Service Desk for effective IT service management
- Gain hands-on experience in managing IT services, including incident, problem, and change management
- Understand how to customize and extend Jira Service Desk to meet the needs of your organization
- Develop the skills needed to become a certified IT service management professional
Course Outline Module 1: Introduction to IT Service Management
- What is IT service management?
- Benefits of IT service management
- Overview of ITIL and its relevance to IT service management
- Introduction to Jira Service Desk and its role in IT service management
Module 2: Implementing Jira Service Desk
- Installing and configuring Jira Service Desk
- Setting up service desks and teams
- Configuring service level agreements (SLAs) and escalations
- Integrating Jira Service Desk with other Atlassian tools
Module 3: Managing IT Services with Jira Service Desk
- Creating and managing service requests
- Managing incidents, problems, and changes
- Using workflows and automation to streamline IT service management
- Customizing and extending Jira Service Desk to meet the needs of your organization
Module 4: Customizing and Extending Jira Service Desk
- Customizing the user interface and branding
- Creating custom fields and workflows
- Integrating Jira Service Desk with external systems and tools
- Using APIs and scripting to automate IT service management tasks
Module 5: IT Service Management Best Practices
- Implementing ITIL best practices for incident, problem, and change management
- Using service level agreements (SLAs) and operational level agreements (OLAs)
- Implementing continuous service improvement
- Measuring and reporting on IT service management performance
Module 6: Jira Service Desk Administration
- Managing users, groups, and roles
- Configuring security and access control
- Managing data and backups
- Troubleshooting common issues
Module 7: Advanced Jira Service Desk Topics
- Using machine learning and AI to improve IT service management
- Implementing DevOps and continuous delivery with Jira Service Desk
- Using Jira Service Desk for asset management and inventory tracking
- Integrating Jira Service Desk with other Atlassian tools and external systems
Course Features - Interactive and engaging learning: Hands-on exercises and real-world examples to help you learn and retain knowledge
- Comprehensive curriculum: Covers all aspects of IT service management with Jira Service Desk
- Personalized learning: Self-paced learning with flexible scheduling to fit your needs
- Up-to-date content: Latest best practices and features of Jira Service Desk
- Practical and real-world applications: Learn how to apply IT service management concepts to real-world scenarios
- High-quality content: Developed by expert instructors with extensive experience in IT service management
- Expert instructors: Get guidance and support from experienced instructors
- Certification: Receive a certificate upon completion, issued by The Art of Service
- Flexible learning: Access course materials from anywhere, at any time
- User-friendly interface: Easy-to-use interface to navigate course materials
- Mobile-accessible: Access course materials on-the-go
- Community-driven: Connect with other learners and instructors through discussion forums
- Actionable insights: Take away practical knowledge and insights to apply to your work
- Hands-on projects: Work on real-world projects to apply your knowledge and skills
- Bite-sized lessons: Learn in short, focused lessons to fit your busy schedule
- Lifetime access: Access course materials forever, even after completion
- Gamification: Engage with the course through interactive games and challenges
- Progress tracking: Track your progress and stay motivated
Course Format This course is delivered online, with self-paced learning and flexible scheduling to fit your needs. The course includes: - Video lessons and tutorials
- Hands-on exercises and projects
- Interactive games and challenges
- Discussion forums and community support
- Downloadable resources and templates
Course Prerequisites There are no prerequisites for this course, but prior knowledge of IT service management and Jira Service Desk is recommended.
Course Duration The course duration is approximately 40 hours, but you can complete it at your own pace.
Course Certificate Upon completion of the course, you will receive a certificate issued by The Art of Service.,
- Understand the fundamentals of IT service management and its importance in modern IT organizations
- Learn how to implement and configure Jira Service Desk for effective IT service management
- Gain hands-on experience in managing IT services, including incident, problem, and change management
- Understand how to customize and extend Jira Service Desk to meet the needs of your organization
- Develop the skills needed to become a certified IT service management professional
Course Outline Module 1: Introduction to IT Service Management
- What is IT service management?
- Benefits of IT service management
- Overview of ITIL and its relevance to IT service management
- Introduction to Jira Service Desk and its role in IT service management
Module 2: Implementing Jira Service Desk
- Installing and configuring Jira Service Desk
- Setting up service desks and teams
- Configuring service level agreements (SLAs) and escalations
- Integrating Jira Service Desk with other Atlassian tools
Module 3: Managing IT Services with Jira Service Desk
- Creating and managing service requests
- Managing incidents, problems, and changes
- Using workflows and automation to streamline IT service management
- Customizing and extending Jira Service Desk to meet the needs of your organization
Module 4: Customizing and Extending Jira Service Desk
- Customizing the user interface and branding
- Creating custom fields and workflows
- Integrating Jira Service Desk with external systems and tools
- Using APIs and scripting to automate IT service management tasks
Module 5: IT Service Management Best Practices
- Implementing ITIL best practices for incident, problem, and change management
- Using service level agreements (SLAs) and operational level agreements (OLAs)
- Implementing continuous service improvement
- Measuring and reporting on IT service management performance
Module 6: Jira Service Desk Administration
- Managing users, groups, and roles
- Configuring security and access control
- Managing data and backups
- Troubleshooting common issues
Module 7: Advanced Jira Service Desk Topics
- Using machine learning and AI to improve IT service management
- Implementing DevOps and continuous delivery with Jira Service Desk
- Using Jira Service Desk for asset management and inventory tracking
- Integrating Jira Service Desk with other Atlassian tools and external systems
Course Features - Interactive and engaging learning: Hands-on exercises and real-world examples to help you learn and retain knowledge
- Comprehensive curriculum: Covers all aspects of IT service management with Jira Service Desk
- Personalized learning: Self-paced learning with flexible scheduling to fit your needs
- Up-to-date content: Latest best practices and features of Jira Service Desk
- Practical and real-world applications: Learn how to apply IT service management concepts to real-world scenarios
- High-quality content: Developed by expert instructors with extensive experience in IT service management
- Expert instructors: Get guidance and support from experienced instructors
- Certification: Receive a certificate upon completion, issued by The Art of Service
- Flexible learning: Access course materials from anywhere, at any time
- User-friendly interface: Easy-to-use interface to navigate course materials
- Mobile-accessible: Access course materials on-the-go
- Community-driven: Connect with other learners and instructors through discussion forums
- Actionable insights: Take away practical knowledge and insights to apply to your work
- Hands-on projects: Work on real-world projects to apply your knowledge and skills
- Bite-sized lessons: Learn in short, focused lessons to fit your busy schedule
- Lifetime access: Access course materials forever, even after completion
- Gamification: Engage with the course through interactive games and challenges
- Progress tracking: Track your progress and stay motivated
Course Format This course is delivered online, with self-paced learning and flexible scheduling to fit your needs. The course includes: - Video lessons and tutorials
- Hands-on exercises and projects
- Interactive games and challenges
- Discussion forums and community support
- Downloadable resources and templates
Course Prerequisites There are no prerequisites for this course, but prior knowledge of IT service management and Jira Service Desk is recommended.
Course Duration The course duration is approximately 40 hours, but you can complete it at your own pace.
Course Certificate Upon completion of the course, you will receive a certificate issued by The Art of Service.,
- Interactive and engaging learning: Hands-on exercises and real-world examples to help you learn and retain knowledge
- Comprehensive curriculum: Covers all aspects of IT service management with Jira Service Desk
- Personalized learning: Self-paced learning with flexible scheduling to fit your needs
- Up-to-date content: Latest best practices and features of Jira Service Desk
- Practical and real-world applications: Learn how to apply IT service management concepts to real-world scenarios
- High-quality content: Developed by expert instructors with extensive experience in IT service management
- Expert instructors: Get guidance and support from experienced instructors
- Certification: Receive a certificate upon completion, issued by The Art of Service
- Flexible learning: Access course materials from anywhere, at any time
- User-friendly interface: Easy-to-use interface to navigate course materials
- Mobile-accessible: Access course materials on-the-go
- Community-driven: Connect with other learners and instructors through discussion forums
- Actionable insights: Take away practical knowledge and insights to apply to your work
- Hands-on projects: Work on real-world projects to apply your knowledge and skills
- Bite-sized lessons: Learn in short, focused lessons to fit your busy schedule
- Lifetime access: Access course materials forever, even after completion
- Gamification: Engage with the course through interactive games and challenges
- Progress tracking: Track your progress and stay motivated