Jira Software Administration with Service Management

Jira Software Administration with Service Management

Duration: 3 Days

Description

This course is designed for IT administrators, service desk managers, and DevOps professionals who want to master Jira Software administration, with a focus on integrating and managing Jira Service Management (JSM). The course covers essential administrative tasks for both Jira Software and Jira Service Management, from basic configurations to advanced automation and troubleshooting. Participants will work hands-on with real configurations to build confidence managing both platforms together.

Audience

This course is intended for Jira administrators, IT service managers, project managers, and team leads who are responsible for configuring, managing, and supporting Jira Software and Jira Service Management within their organizations. It’s ideal for professionals who need to oversee project configurations, workflows, permissions, and service desk operations while ensuring alignment between software development and service management teams.

Objectives

  • Proficiency in configuring and managing Jira Software and Jira Service Management
  • Mastery of workflows, automation, permissions, and SLAs within Jira Service Management
  • Ability to integrate Jira Service Management with other tools
  • Confidence in troubleshooting and optimizing Jira Service Management environments

Prerequisites

Participants should have prior experience using Jira as an end user, including familiarity with creating issues, navigating projects, and working with dashboards. A basic understanding of project management or IT service processes will be helpful. No prior Jira administration experience is required, but comfort with web-based applications and general system administration concepts will ensure participants can fully engage with the course content.

Course Outline

Module 1: Overview of Jira Software

  • What is Jira?
  • Types of Jira products (Jira Software, Jira Service Management, Jira Work Management)
  • Understanding Jira Software and Service Management in an organization
  • Core functionalities and features

Module 2: Jira Service Management Overview

  • Key features of Jira Service Management

Module 3: Configuring Jira for the first time (creating projects, teams, etc.)

    Module 4: Navigating the Jira Interface

    • The user interface: Dashboards, issues, projects, boards
    • Managing permissions and user roles
    • Customizing your dashboard

    Module 5: Creating and Managing Projects

    • Types of Jira projects (Kanban, Scrum, and Business)
    • Creating and configuring new projects
    • Project settings: Workflow, issue types, screens, and fields
    • Managing project permissions

    Module 6: Introduction to Jira Service Management Administration

    • Overview of Service Management Projects
    • Managing Service Desk Queues
    • Customer Portals

    Module 7: Advanced Jira Service Management Administration

    • Workflow Configuration
    • Automation Rules
    • Integrating Jira Software with Service Management

    Module 8: Managing Users, Permissions, and Security

    • User Management and Directory Integration
    • Permissions Schemes and Security

    Module 9: Reporting and Metrics

    • Creating Reports in Jira Software
    • Jira Service Management Reporting
    • Monitoring and Analyzing Trends
    • Leveraging Jira’s built-in analytics tools
    • Plug Ins and Third-Party Tools

    Module 10: Best Practices