Mastering Jira Service Desk 4.10: ITSM & Agile Training Course

Inspired by: Atlassian’s Jira Service Desk 4.10 Documentation

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Mastering Jira Service Desk 4.10: ITSM & Agile Training Course

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Course Overview

Jira Service Desk is a powerful IT Service Management (ITSM) solution that helps organizations improve support processes and customer experience. The training course is tailored for IT professionals, service desk administrators, and support teams aiming to enhance their knowledge of Jira Service Desk 4.10.

Target Audience

IT Support Specialists
Service Desk Managers
ITSM & ITIL Practitioners
Agile IT Teams
System Administrators
Jira Service Desk Administrators
Technical Support Engineers
IT Infrastructure Managers

Targeted Organizational Departments

IT Support & Help Desk Teams
Customer Support Departments
Project Management Offices (PMO)
HR & Internal Service Departments
IT Change Management & Incident Response Teams

Targeted Industries

IT Services & Software Development
Healthcare & Pharmaceuticals
Financial Services & Banking
Retail & E-commerce
Government & Public Sector
Education & Research Institutions

Course Offerings

By the end of this course, participants will be able to:

Install and Configure Jira Service Desk for enterprise IT support.
Customize request types, workflows, and automation rules to improve efficiency.
Manage Jira Service Desk Queues for IT teams and customer support.
Set Up and Administer Jira Permissions to control user access.
Implement ITIL best practices for service desk administration.
Optimize SLA Management and create SLA reports.
Configure Webhooks and Email Integrations for real-time alerts.
Set Up a Knowledge Base using Jira Confluence integration.
Generate Reports and Dashboards to track service desk performance.
Implement Agile Service Desk Best Practices for faster response times.

Training Methodology

Live demonstrations of Jira Service Desk 4.10 features.
Hands-on labs for configuring, customizing, and managing service desks.
Case studies and practical scenarios on IT service management.
Group discussions and problem-solving activities for interactive learning.
Quizzes and assessments to reinforce learning.
One-on-one feedback and troubleshooting sessions with instructors.

Course Toolbox

Jira Service Desk demo environment for hands-on practice.
Step-by-step installation guides for setting up Jira Service Desk.
Custom workflow templates for ITSM processes.
Jira Service Desk configuration checklists for administrators.
Comprehensive learning materials, including workbooks and reference sheets.
Access to online resources and best practices documentation.

Course Agenda

Day 1: Introduction & Setup

Topic 1: Overview of Jira Service Desk Training and its role in ITSM
Topic 2: Installing Jira Service Desk 4.10 – System requirements and setup
Topic 3: Jira applications overview – Understanding Jira Software, Core, and Service Desk
Topic 4: Permissions overview – Managing user roles and security settings
Topic 5: Getting started for service desk admins – Admin panel and initial configurations
Topic 6: Setting up your service desk – Creating service desk request types
Reflection & Review: Summary of key learnings and Q&A session

Day 2: Configuring & Customizing Jira Service Desk

Topic 1: Making queues for service desk teams – Sorting and prioritizing requests
Topic 2: Adding service desk agents – Assigning roles and managing access
Topic 3: Jira Service Desk Channels – Configuring email, customer portal, and integrations
Topic 4: Customizing Jira Service Desk – Branding and modifying request types
Topic 5: ITIL with Jira Service Desk – Applying ITSM frameworks
Topic 6: Managing the customer portal – Enhancing user experience and self-service
Reflection & Review: Interactive discussion on service desk configurations

Day 3: Automation & SLA Management

Topic 1: Jira Service Desk Automation – Creating rules for workflows and escalations
Topic 2: Jira SLA Management – Configuring SLAs and setting response targets
Topic 3: Jira Webhooks Configuration – Automating notifications and integrations
Topic 4: Jira Email Integration – Managing email requests and troubleshooting issues
Topic 5: Jira Notifications Setup – Enhancing communication with customers and teams
Topic 6: Service Desk Reporting – Generating performance metrics and dashboards
Reflection & Review: Practical application of automation and SLA management

Day 4: Advanced Features & Incident Management

Topic 1: Advanced Jira Service Desk Search – Using JQL queries and filters
Topic 2: Service Desk Knowledge Base – Integrating Jira with Confluence for self-service
Topic 3: Jira Service Desk for IT Teams – Enhancing IT support workflows
Topic 4: Jira Service Desk for Customer Support – Best practices for customer engagement
Topic 5: Agile Service Desk Best Practices – Implementing Agile methodologies in ITSM
Topic 6: Jira Service Desk for Incident Management – Handling critical incidents and escalations
Reflection & Review: Case studies and real-world problem-solving exercises

Day 5: Integration, Optimization & Best Practices

Topic 1: Jira Problem Management with Jira Service Desk – Resolving recurring issues
Topic 2: IT Change Management in Jira – Managing infrastructure changes efficiently
Topic 3: Jira Confluence Integration for Service Desk – Enhancing documentation and collaboration
Topic 4: Configuring Jira Dashboards – Customizing dashboards for analytics and reporting
Topic 5: Jira API Integration for Service Desk – Extending Jira functionalities with APIs
Topic 6: Jira Customer Satisfaction Surveys – Measuring and improving service quality
Reflection & Review: Final project presentation and course wrap-up

FAQ

What specific qualifications or prerequisites are needed for participants before enrolling in the course?

Basic knowledge of IT support processes and Jira fundamentals is recommended but not required.

How long is each day's session, and what is the total course duration?

Each session lasts approximately 4-5 hours per day over five days, totaling 20-25 hours of training.

How does this course help improve IT service desk efficiency?

This course teaches automation, SLA management, and best practices to reduce resolution time, improve workflow efficiency, and enhance service quality.

How This Course is Different from Other Jira Service Desk Training Courses

This course stands out because of its practical, hands-on approach and real-world application of Jira Service Desk 4.10. Unlike standard training programs that focus on theoretical concepts, this course integrates ITIL, Agile ITSM, and automation to help participants master incident management, problem resolution, and service request automation.

Additionally, this course provides customized case studies, industry-specific applications, and real-time exercises, ensuring participants leave with ready-to-implement strategies for their service desk environments. The focus on advanced reporting, integration, and automation sets this course apart, making it ideal for IT professionals looking to optimize Jira Service Desk for enterprise environments.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

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