Accelerate your implementation of Jira Service Management with this 2-day deep dive into Atlassian's ITSM product suite, including Assets and Opsgenie. Designed for service desk administrators and agents who are considering or
adopting Jira Service Management for their ITSM platform solution, attendees will set up a service desk with service requests, change management,
incident management, and problem management. Additionally, attendees will learn how to configure and integrate Assets (Atlassian's asset and configuration management tool) and Opsgenie (alerts and on-call scheduling).
adopting Jira Service Management for their ITSM platform solution, attendees will set up a service desk with service requests, change management,
incident management, and problem management. Additionally, attendees will learn how to configure and integrate Assets (Atlassian's asset and configuration management tool) and Opsgenie (alerts and on-call scheduling).
Outline
- Introduction
- Getting Started
- Setting up projects
- Service Desks and Queues
- Roles and permissions
- Configuring Service Requests
- Define and manage request types
- Customize forms and automate workflows
- Incident Management
- Understand incidents and problem management
- Configure workflows and effective management
- Change Management
- Configure workflows
- Manage changes and approvals
- Problem Management
- Identify, categorize, investigate, and resolve problems
- Knowledge Management & Self-Service
- Create a knowledge base
- Provide self-service options and promote collaboration
- Reporting and Analytics
- Generate reports and dashboards
- Monitor KPIs for improvements
- Integrations and Extensions
- Integrate JSM with other tools and systems
- Best practices for integrations and extensions
- Best Practices and Tips for Success
- Tips for effective usage and what to avoid
- Q&A and Discussion Session
