ITSM Meets Agile: Using Jira Service Desk & Jira Software Together

Course Description

The Atlassian toolset has become increasingly popular over the last few years. Companies across the globe are implementing these tools to increase collaboration, visibility, and structure in the workplace. However, these same companies often don’t have the time, resources, or knowledge to train their employees. As a result, DIY training becomes the norm, which leads to broken processes, inconsistent adoption of tools, and decreased ROI on your Atlassian investment.

Rely on our team of Atlassian experts to teach you all about the synergy that will result from using Jira Software and Jira Service Management together. Too often, IT teams and the other teams in an organization fail to assimilate Jira and JSM, resulting in disjointed operations that ultimately compromise efficiency and affect customers. This class will show you how to leverage Jira configurations for both Support and Project work, improving customer communication without disrupting the different processes used by Support and Project teams. We use the ITSM-based support JSM template in this class, but the concepts discussed will work with any JSM project.

We know you don’t want to sit on Zoom all day, so our live, four-hour training session can be taken all at once, or divided into two 2-hour sessions.

What you’ll learn

After attending this course, you will be able to:

Identify the differences between a Jira Service Management and a Jira Software Project
Understand how the business processes used to track service requests are very different from how project teams organize and track planned work
Use Jira Service Management's built-in automation to track completion of project work related to a customer request
Use effective strategies to address how support teams' requests are leveraged by project teams (and vice versa)