Atlassian Live Learning: Jira Service Management for IT Teams
Need JSM guidance? Go here: https://links.gryd.io/BVUugKm
Discover how to manage IT effectively with Jira Service Management! In this Atlassian Live Learning session, you'll explore best practices and tools to streamline IT team workflows.
✅ Key terms like request types, agents, workflow, customer portal.
✅ Request types and how to configure them effectively.
✅ Setting up diverse workflows, from escalation paths to approval processes.
✅ Managing agents' queues to ensure order and clear priorities.
✅ Maintaining SLAs to avoid breaches and deliver exceptional service.
Chapters 📍
00:00:02 - Introduction
00:03:32 - Webinar Agenda & Key JSM Definitions
00:06:32 - Optimizing the Customer Portal Experience
00:21:23 - Backend Configuration: Forms, Issue Types & Workflows
00:33:52 - Setting Up Effective Queues for IT Teams
00:41:00 - Implementing & Managing Service Level Agreements (SLAs)
00:47:29 - Reporting and Analytics in Jira Service Management
00:51:16 - Q&A Session & Next Steps