Course Taxonomy: Atlassian

Course Overview

Goals:

·      Define Atlassian cloud organizations, sites, and apps.

·      Identify different admin roles (Org Admin, Site Admin, User Access Admin, App Admin).

·      Understand user and access management.

·      Differentiate subscription plans.

·      Learn about Atlassian Guard (security/governance) and advanced features.

·      Pre-reqs: Basic Jira/Confluence knowledge.

Introducing Cloud Administration

Org structure:

·      An organization contains sites, users, and apps.

·      Org Admins manage users, security, and subscriptions in the admin hub.

Admin roles:

·      Org Admin: global control of users, domains, and SSO.

·      Site Admin: manages apps, billing, access requests.

·      User Access Admin: manages user access for a specific app.

·      App Admin: configures app-level settings (global permissions, backups, workflows).

·      Key takeaway: Different admin layers allow delegation without giving full org control.

Setting Up Your Organization and Site

·      Atlassian accounts: Required for access; can be created new or claimed from an existing account.

·      Creating orgs & sites: Automatic when signing up for an app; can host multiple apps under one site.

·      URLs: Site URLs unique but can be updated (3x max). Custom domains available in Premium/Enterprise.

·      Billing models: Original vs. improved billing; requires billing admins/technical contacts.

·      Deleting/renaming orgs & sites: Requires removing subscriptions first.

·      Key takeaway: Flexible setup but requires careful billing and domain management.

Users and Access

User management:

·      Invite via email, group, or approved domain.

·      Access controlled by default groups (e.g., jira-users, confluence-users).

·      Licensing:

·      Users consume licenses if they have app access and are active.

·      Admin roles don’t always consume licenses.

·      Access options: Invitation links, approved domains, user invites.

·      Suspension vs. removal: Suspended users retain group memberships but lose access; removed users fully deleted.

·      Key takeaway: Group-based access management is scalable; licensing depends on access, not role.

Managed Accounts

·      Definition: Accounts under a verified domain, claimed by the organization.

·      Features:

·      Enforce 2FA, reset passwords, revoke tokens.

·      Update user details centrally.

·      Deactivate/delete accounts.

·      Impact: Ensures lifecycle control, compliance, and security.

·      Key takeaway: Verifying domains and claiming accounts is critical for enterprise governance.

Premium and Enterprise Plan Features

·      Cloud plans: Free, Standard, Premium, Enterprise.

·      Premium: Sandbox environments, release tracks, IP allowlisting, advanced analytics, Atlassian Intelligence (AI).

·      Enterprise: Multiple sites, centralized billing, Guard Standard included, unlimited automation, enhanced SLAs.

·      Atlassian Intelligence (Rovo): AI-powered search, chat, and automation across Jira, Confluence, Slack, Google Drive, etc.

·      Key takeaway: Premium enhances control and testing; Enterprise focuses on scale, security, and advanced governance.

Advanced Features

Atlassian Guard:

·      Standard: SSO, user provisioning, 2FA, audit logs.

·      Premium: Adds data classification, threat detection, advanced audit.

·      Cloud Admin APIs: Automate org management (user lifecycle, audit logs, provisioning).

·      Application tunnels: Secure connection between cloud orgs and on-prem apps.

·      App requests: Control whether users can sign up for new apps, require admin review.

Module 1: Course Introduction & Access

• Welcome and setup
• Course logistics and terminology updates (Issues → Work items, Products → Apps)
• Jira Access
• Logging in to Jira Cloud site

Lab 1 – Log in to Jira (5 min)

• Use Lab Workbook to log into Jira Cloud site

Module 2: Jira Automation Overview

• Why Automate Jira?
• Automate repetitive tasks
• Enforce process consistency
• Clean up Jira projects
• Extend Jira functionality
• Inform teams with messages/notifications
• Integrate with other apps
• Ways to Automate Jira
• Workflow editor, bulk editing, apps, scripts/APIs
• Built-in Jira automation (focus of this course)
• What is Jira Automation?
• No-code rule builder with triggers, conditions, actions
• Example use cases (auto-close, Slack alerts, assign subtasks, cleanup tasks)
• Who Can Create Automation Rules?
• Global admins vs. project admins
• Automation Building Blocks
• Triggers (WHEN)
• Conditions (IF)
• Actions (THEN)

Lab 2 – Jira Automation Overview (10 min)

• Create Kanban project
• Create automation rule to add subtasks when new work item is created

Module 3: Creating More Rules

• Manual Triggers
• Run rules in special cases directly from work item details
• Modify trigger type
• Workflow Rules
• Auto-assigning high priority items when transitioned
• Balanced workload, random, or round-robin assignment
• If/Else Conditions
• Apply rules based on labels, priority, or field values
• Example: assign “database” tasks to specific user

Lab 3 – Creating More Rules (15 min)

• Create rule for subtasks with manual trigger
• Create rule for auto-assigning high-priority work items
• (Optional) Modify using If/Else block

Module 4: Automation Administration

• Project-Level Administration
• Rule details (scope, owner, actor, permissions)
• Audit logs and rule executions
• Copying, exporting, deleting rules
• Performance insights
• Global Administration
• Site-wide rule management
• Global/multi-project rules
• Labels, imports/exports, audit logs, performance insights
• Transfer user references across rules
• Limiting Rule Creation
• Restricting who can manage rules
• Best Practices
• Build step-by-step, test in sandbox projects
• Use Log action for debugging
• Avoid recursive rules and manage permissions carefully

Lab 4 – Administration (20 min)

• Create Kanban project for testing rules
• Create a rule that writes to audit log
• Limit groups who can trigger rules
• Copy rule to another project
• Explore global administration

Module 5: Smart Values

• Smart Values Overview
• Placeholders for dynamic data in conditions/actions
• Examples: {{now}}, field values, math/date functions
• Using Smart Values
• Work item fields, subtasks, story points
• Context-sensitive help & documentation
• Debugging with Log action
• Lookup Work Items Action
• Search with JQL and store results in {{lookupissues}}
• Looping through multiple results

Lab 5 – Smart Values (10 min)

• Create rule that lists keys for all “In Progress” work items in a project

Module 6: Advanced Rules

• Branch Rules
• Run sub-rules on related items (subtasks, parent epics, linked issues, sprint items)
• Example: copy comments from story to epic
• Advanced Component
• Execute multiple branches simultaneously
• Use for change/release orchestration
• Integration with Other Apps
• Slack, Teams, DevOps triggers (e.g., pull requests, builds)
• Incoming webhooks and external system triggers
• Sending JSON data to/from external apps

Lab 6 – Advanced Rules (15 min)

• Create rule to copy comments from child to parent epic
• (Optional) Create rule triggered by incoming webhook

Module 7: Jira Service Management Automation (Optional)

• Overview of Jira Service Management
• Request types, queues, SLAs, knowledge base integration
• JSM-Specific Triggers & Actions
• SLA breached triggers
• Actions: add customers, auto-approve/decline requests, create requests in other desks
• Template Rules
• Balance support load
• Notify assignee on SLA breach
• Re-open requests when reporter comments
• Resolve requests due to inactivity
• Set organization using reporter’s domain

Lab 7 – Jira Service Management Automation (15 min)

• View default JSM automation rules
• Create new Service Management automation rule

1. Course Overview

• Purpose of the course
• Target audience and prerequisites
• Schedule and total duration

Lab 1 – Log in (5 min)

2. Introduction to Planning / Getting Started with Plans

• Purpose and benefits of using Plans
• Challenges of long-term planning
• Agile vs. Enterprise planning
• Big picture planning meetings (quarterly)
  • Define strategic themes
  • Review customer/internal feedback, market, and goals
• Roles and planning requirements
  • Managers/Planners
  • Executives/Stakeholders
  • Jira Admins
  • Scrum Masters/Dev Leads
• Key features of Plans (single source of truth, scenarios, forecasting, progress tracking, sharing)

Lab 2 – Getting Started with Plans (20–30 min)

3. Creating and Navigating Plans

• What is a Plan?
  • Visualization of work
  • Shared source of truth
• What goes into a Plan?
  • Scope (boards, projects, filters)
  • Releases (versions in Jira)
  • Teams (velocity, capacity, iteration length)
• Creating a new plan (empty or with sample data)
• Navigating the Plan interface
  • Main tabs: Timeline, Calendar, Program, Teams, Releases, Dependencies
  • Work item creation and ranking
  • Accepting and committing changes
  • Filters, saved views, sharing
  • Plan settings (estimation units, dates, permissions, scenarios)

Lab 3 – Creating and Touring a Plan (25–30 min)

4. Working with Teams

• Definition of a team in Plans
• Why plan at the team level?
• Configuring teams (Scrum or Kanban)
  • Velocity, capacity, iteration length
• Atlassian teams vs. Plan-only teams
• Managing global teams across Plans

Lab 4 – Working with Teams (15 min)

5. Using the Auto-Scheduler / Working with the Schedule

• How the Auto-scheduler works
• Executing and reviewing schedules
• Overwriting work item values
• Factors that affect scheduling
  • Dependencies, estimation methods, sprint assignments, ranking, team capacity
• Adjusting plans manually after scheduling
• Saving or discarding changes

Lab 5 – Working with the Schedule (25–30 min)

6. Working with Dependencies

• Defining dependencies
• Blocks vs. is blocked by
• Required vs. dependent issues
• Multi-issue dependencies
• Creating dependencies in Jira vs. directly in Plans
• Visualizing dependencies (badges, lines, indicators)

Lab 6 – Managing Dependencies (30–45 min)

7. Releases and Scenarios

• Understanding Releases in Plans
• Planning with fixed vs. flexible dates
• Creating multiple scenarios (what-if analysis)
• Comparing and sharing scenarios

Lab 7 – Releases and Scenarios (45–60 min)

8. Sharing and Exporting Plans / Customizing Views

• Sharing Plans with stakeholders (read-only mode)
• Export options (reports, presentations)
• Customizing views
  • Colors, filters, fields, saved views
  • Tailoring views for specific audiences

Lab 8 – Using Views and Sharing Plans (40–45 min)

Module 1: Course Introduction

• Welcome & Introductions
  • Course logistics, tools, and interactions
  • Icebreakers (Introductions, Locations, Experience with Confluence)
• Lab 1 – Accessing Your Lab Environment (5 min)
  • Log into Confluence site

Module 2: User Management and Permissions

• Administration Levels
  • Organization admin, Site admin, User access admin, Confluence admin, Space admin
• User Management
  • Adding and removing users
  • Roles: User, App Admin, Guest
  • Groups and default groups
• Permissions
  • Global permissions
  • Space permissions
  • Page restrictions
  • Recovering space permissions
• Key Considerations
  • Anonymous access and security implications
  • Guest users and public links

Lab 2 Exercise 1 – Configuring Global Permissions (5 min)

• Revoke, grant, and assign create space permissions

Lab 2 Exercise 2 – Creating a Space and Managing Permissions (15 min)

• Access default space permissions
• Create Knowledge Base space for Events team
• Star Event & Finance spaces
• Override space permissions
• Configure permissions for Event space
• Create Finance space
• Add user to Finance space
• Edit permissions for Finance space
• Verify space permissions (optional)

Module 3: Configuring Global Settings

• Initial Configuration
  • Default language, look & feel, email notifications, apps, auditing
• Jira Integration
  • Linking Confluence with Jira
  • Application navigator customization
• Customization
  • Logo, favicon, homepage, themes, headers/footers
• Troubleshooting & Auditing
  • Using audit logs for tracking and compliance

Lab 3 Exercise 1 – Viewing & Updating Global Settings (10 min)

• Update site title, contact message, attachment limits, apps, notifications

Lab 3 Exercise 2 – Customizing the Look and Feel (5 min)

• Change site logo and color scheme

Lab 3 Exercise 3 – Using the Audit Log (5 min)

• Review log entries and retention

Module 4: Confluence Exports and Backups

• Exporting Content
  • PDF, HTML, CSV/XML formats
  • Single page/blog exports
  • Customizing PDF layouts and stylesheets
• Security Implications
  • Restricted pages in exports
• Restoring Content
  • Importing from CSV
  • Limitations with groups and users
• Archiving vs. Deleting Spaces
  • Benefits and visibility impacts
• Backups
  • Site vs. space backups
  • Frequency and limitations
  • Import considerations

Lab 4 Exercise 1 – Exporting & Archiving a Space (10 min)

• Create a PDF export
• Archive Event space

Lab 4 Exercise 2 – Backing Up and Restoring (15 min)

• Create site backup
• Create space backup
• Delete Finance space
• Import space from CSV backup

Module 5: Confluence Analytics

• Overview
  • Purpose and benefits (Premium/Enterprise only)
• Permissions
  • Restricting analytics access
• Levels of Analytics
  • Site-level: adoption, popular spaces, searches
  • Space-level: popular content, active readers/contributors
  • Page-level: views, engagement, read time
• Exporting Analytics
  • Excel reports for site, space, and users

Lab 5 Exercise 1 – Space Analytics (10 min)

• Restrict Analytics access
• View site analytics
• View space analytics
• View page analytics
• Export analytics as report

Module 1: Setting Up a Space

• Introduction to Confluence Spaces
  • Definition of spaces (personal vs. site spaces)
  • Organizing content in hierarchies
  • Space keys and their importance
• Permissions and Administration
  • Global vs. space-level permissions
  • Creating personal and site spaces
  • Default and customized space permissions
  • Recovering space permissions
• Controlling Access
  • Page-level restrictions (view vs. edit)
  • Inheritance of restrictions
  • Requesting and granting access to restricted pages
  • Inspecting permissions

Lab 1 – Accessing Your Lab Environment (5 min)

• Log into Confluence site

Lab 2 Exercise 1 – Create a Space and Manage Permissions (15 min)

• Create a Knowledge Base Space
• Change Space Permissions to Default
• Create a Team Space
• Edit Space Permissions

Lab 2 Exercise 2 – Controlling Access to Pages (15 min)

• Add and Update Page Restrictions
• Remove Page Restrictions
• Troubleshoot Page Restrictions

Module 2: Managing Space Content

• Managing Pages
  • Moving, deleting, restoring pages
  • Fixing hidden pages
• Using Labels
  • Standard labels for categorization
  • Labels impact on macros
• Templates & Blueprints
  • Page templates vs. blueprints
  • Types (space, global)
  • Creating, customizing, promoting, disabling templates/blueprints
• Macros
  • Adding dynamic functionality
  • Page restrictions impact on macros
  • Tracking macro usage

Lab 3 Exercise 1 – Managing Pages (15 min)

• Configure Page Tree View
• Manage Hidden Pages
• Use Undefined Links
• Troubleshoot Page Access

Lab 3 Exercise 2 & 3 – Create a New Page Template & Promote/Disable Blueprints (20 min)

• Create a New Page Template
• Add Variables & Placeholder Text
• Add Labels to Template
• Create Page using Template
• Promote a Blueprint
• Disable a Blueprint

Lab 3 Exercise 4 – Macros (15 min)

• Add Page Properties Macro to Pages
• Create a Page with a Label
• Label Existing Pages
• Create a Page with Page Properties Report & Content by Label Macros

Module 3: Exporting Spaces

• Reasons for Export
  • Printable documentation (PDF)
  • Static websites (HTML)
  • Backups & migration (CSV/XML)
• Export Options
  • PDF layout and stylesheet customization
  • Security considerations (restricted pages exported)
• Restoring Spaces
  • Importing from XML/CSV
  • Limitations on users and groups
• Archiving vs. Deleting Spaces

Module 4: Analyzing Spaces (Optional)

• Overview of Confluence Analytics
  • Site-level: adoption, popular spaces, trending searches
  • Space-level: popular content, active readers/contributors
  • Page-level: engagement, views, mentions, attachments
• Permissions for Analytics
• Exporting Analytics to Reports

Lab 5 Exercise 1 – Space Analytics (10 min)

• Restrict Access to Analytics
• View Site/Space/Page Analytics
• Export Analytics as Report

1. Mapping Your Business into Jira

• Importance of business analysis before configuration
• Goals: reduce rework, improve efficiency, encourage adoption
• Approach: Discover → Map → Implement
• Stakeholder engagement: interviews, MoSCoW prioritization, process diagrams
• Case study: Teams in Space – cleanup and standardization of messy Jira instance

Lab 1 – Mapping Business Requirements into Jira

• Cloud: View Teams in Space requirements (5 min)
• Data Center: Start lab VM & view requirements (5 min)

2. Assigning Project Roles & Sharing Schemes

• Identifying Scrum vs. business team roles
• Jira roles: Administrators, Project Lead, Default Assignee, Board Administrators
• Mapping team roles to Jira roles & permissions
• Teams in Space case: restricting developer admin rights, designating Scrum Master as Lead
• Shared schemes: benefits (consistency, reduced admin overhead, performance) vs. drawbacks (less flexibility, stakeholder involvement)

Lab 2 – Assigning Roles & Sharing Schemes

• Assign project roles (40–50 min)
• Create a standard project as a baseline
• Share schemes across projects

3. Configuring Work/Issue Types, Fields & Screens

• Creating work/issue types and custom fields
• Best practices: reuse fields, avoid unnecessary customization
• Screen schemes and field configurations
• Mapping screens to operations (Create/Edit/View)
• Case study application: aligning Teams in Space work types to new schemes

Lab 3 – Configuring Work/Issue Types, Fields & Screens

• Cloud: 1h 20m
• Data Center: 2h 10m
• Create fields, configure screen schemes, apply field configurations

4. Configuring Screens & Schemes (Cloud only)

• Field configuration schemes
• Workflow schemes
• Notification & permission schemes
• Work item/issue security schemes

Lab 4 – Configuring Screens & Schemes (1h, Cloud only)

5. Creating & Configuring Workflows

• Workflow elements: statuses, transitions, conditions, validators, post functions
• Workflow schemes: associating workflows with work/issue types
• Best practices: keep workflows simple, avoid over-engineering, encourage reuse

Lab 5 – Creating & Configuring Workflows

• Cloud: 1h 15m
• Data Center: 1h 25m
• Build workflows for bugs, stories, and other issue types; implement workflow schemes

6. Configuring Board & Sprint Permissions

• Role of board administrators
• Configuring permissions for Scrum Masters vs. team members
• Aligning permissions with Teams in Space governance model

Lab 6 – Configuring Board & Sprint Permissions

• Cloud: 40 min
• Data Center: 1h

7. Configuring Email Notifications (Cloud only)

• Notification schemes overview
• Mapping project roles to notifications
• Balancing notification overload vs. missing key updates

Lab 7 – Configuring Email Notifications (25 min, Cloud only)

8. Applying New Configurations to Projects

• Applying schemes to new projects
• Migrating existing projects to new standardized schemes
• Cleaning up unused schemes
• Teams in Space: enforcing standardization going forward

Lab 8 – Applying New Configurations to Projects

• Cloud: 1h
• Data Center: 55 min

1. Course Overview

• Learning objectives:
  • Hierarchy of cloud administration
  • Configure Jira settings
  • Global permissions
  • Company-managed projects
  • Jira schemes basics
  • Project permissions and roles
• Prerequisites (Jira Essentials with Agile Mindset or equivalent)
• Course schedule (4 hours total)

2. Configuring Jira

• Jira administration hierarchy (Org, Site, User, Product Admin roles)
• Key admin tasks:
  • Integrating products & apps
  • Branding look & feel
  • Setting default language
  • Time tracking configuration
  • Audit log configuration

Lab 2 – Configuring Jira (20 min)

• Exercise 1: Explore application links & apps
• Exercise 2: Brand Jira
• Exercise 3: Configure auditing
• Optional Exercise 4: Explore configuration settings

3. Configuring Global Permissions

• Difference between global vs. project permissions
• Global permissions overview:
  • Administer Jira
  • Browse users & groups
  • Share dashboards & filters
  • Manage group filter subscriptions
  • Make bulk changes
  • Create team-managed projects
• Assigning/removing permissions from groups
• Risks of assigning to "Public"

Lab 3 – Configuring Global Permissions (15 min)

• Exercise 1: Removing and adding global permissions

4. Jira Projects Overview

• Company-managed vs. team-managed projects
• Project templates (software, business, service management)
• Jira project concepts:
  • Work items & types (bug, task, story, epic, sub-task)
  • Work item fields
  • Workflows & boards
  • Project categories
  • Project trash & archiving

5. Creating & Configuring Company-Managed Projects

• Creating projects (templates, naming, categories, shared configs)
• Project workflows (simplified vs. complex)
• Fields and screens (adding, editing, layouts)
• Schemes overview (workflow schemes, reusability, project association)

Lab 5 – Creating & Configuring Company-Managed Projects (35 min)

• Exercise 1: Create a project
• Exercise 2: Edit project details
• Exercise 3: Update workflow
• Exercise 4: Update fields and screens
• Exercise 5: Add work type

6. Configuring Company-Managed Project Permissions

• Permission types (project, work items, comments, attachments, time tracking, etc.)
• Permission schemes: structure, reuse, examples
• Default permission schemes (software, business)
• Open vs. restricted schemes
• Public permissions considerations

Lab 6 – Configuring Project Permissions (30 min)

• Exercise: Create and edit a permission scheme

7. Configuring Company-Managed Project Roles

• Understanding roles (administrators, project leads, users, custom roles)
• Role-based permission assignment
• Best practices for managing roles across projects

Lab 7 – Configuring Project Roles (30 min)

• Exercise: Add/remove project roles
• Exercise: Assign permissions to roles

1. Course Overview

What you will learn

• Value of using Jira and Confluence together
• Integration methods: Jira in Confluence and Confluence in Jira

Prerequisites

• Basic understanding of Jira (work items, boards, JQL helpful)
• Basic understanding of Confluence (pages, macros)

Course Modules

• Using Jira and Confluence together
• Linking work items and pages
• Creating work items in Confluence
• Product Requirements Blueprint
• Reporting Jira information in Confluence
• Designing new Confluence templates

Lab 1: Starting your lab environment (5–10 min)

2. Using Jira and Confluence Together

Jira overview

• Manage, report, and collaborate on work items

Confluence overview

• Content creation, documentation, collaboration, and knowledge base

Benefits of integration

• Single source of project knowledge
• Improved shared understanding & productivity
• Traceability and agile support (templates, project plan, sprint planning, retrospectives)

Permissions and access

• Jira: work items in projects, project-level permissions
• Confluence: pages in spaces, space-level permissions

Shortcuts and linking

• Project shortcuts (linking Confluence pages in Jira)
• Space shortcuts (linking Jira or external content in Confluence)

Lab 2: Jira and Confluence together (25 min)

3. Linking Jira Work Items and Confluence Pages

Linking Confluence from Jira

• Add Confluence page links to Jira work items
• Automatic updates to linked content

Linking Jira from Confluence

• Use Jira Work Items macro
• Auto-convert Jira links into smart links

Smart Links

• Display options: URL, Inline, Card, Embed
• Embed for full editing capabilities

Lab 3: Linking work items and pages (20 min)

4. Creating Jira Work Items Using Confluence

Create Jira issues from Confluence

• Create Jira Issue macro

Create multiple issues at once

• Highlight text or tables to create multiple issues in Jira

Insert dynamic Jira lists in Confluence

• Jira Work Items macro with Basic search or JQL
• Display results dynamically and configure columns

Lab 4: Creating work items in Confluence (20 min)

5. Product Requirements Blueprint

What are Blueprints and Templates?

• Templates: predefined layouts
• Blueprints: templates with added functionality (e.g., automatic index pages)

Product Requirements Blueprint

• Sections: page properties, requirements list
• Link to epics and Jira work items
• Automatic index page generation

Lab 5: Product requirements blueprint (15 min)

6. Reporting Jira Information in Confluence

Jira Charts Macro

• Insert pie charts or two-dimensional tables
• Display work distribution by field (e.g., status, assignee)

Jira Report Blueprint

• Create status or change log reports
• Configure using projects or advanced JQL

Lab 6: Reporting Jira information in Confluence (20 min)

7. Designing New Confluence Templates

Space Templates and Blueprints

• Manage templates at space and global levels
• Modify or promote templates

Creating/Editing Templates

• Tools: placeholders, instructional text, variables, labels

Page Properties Report Macro

• Display aggregated information from multiple pages

Create from Template Macro

• Add a button to generate pages from templates

Lab 7: Designing new Confluence templates (20 min)

1. Agile & Jira Foundations

• Agile concepts: Agile as a mindset, iterative planning, continuous improvement, and team empowerment.
• Jira basics: Explanation of projects, work items, boards, and key user roles (administrators, project admins, and team members).
• Key takeaway: Jira is a flexible tool that aligns with agile principles to help teams visualize, plan, and track work effectively.

2. Visualizing and Managing Work

• Boards and workflows: Boards represent the workflow, with columns tied to statuses (e.g., To Do, In Progress, Done).
• Work item movement: Changing columns updates a work item’s status, keeping progress transparent.
• Reports and dashboards: Dashboards and reports are introduced for visibility into progress and bottlenecks.

3. Enriching Work Items

• Adding detail: Use labels, attachments, time logging, estimates, and comments to provide context.
• Work types: Stories, tasks, bugs, epics, and subtasks, including hierarchy and when to use each.
• Developer integration: Linking commits, branches, and builds to work items for better traceability.

4. Kanban Method

• Flow and WIP limits: Limiting work in progress improves focus and identifies bottlenecks.
• Pull vs. push: Pull systems empower teams to choose work as capacity allows.
• Continuous prioritization: Kanban supports steady delivery and incremental improvement.

5. Scrum Method

• Artifacts: Product backlog, sprint backlog, and increments for managing scope and progress.
• Sprints and velocity: Time-boxed work, story point estimation, and using velocity for planning.
• Roles and events: Responsibilities of product owners, scrum masters, and teams; ceremonies like sprint planning, daily standups, reviews, and retrospectives.

6. Searching and Filtering

• Quick and basic search: Searching by keywords or fields to locate work items quickly.
• Filters and quick filters: Saved searches to personalize views or refine boards and reports.
• Bulk actions: Performing changes on multiple items simultaneously for efficiency.

7. Working with Epics

• Organizing work: Grouping related work items under a higher-level epic.
• Tracking progress: Epic panels, swimlanes, and reporting help visualize epic completion.
• Managing relationships: Using the “Parent” field to link related items.

8. Dashboards and Reporting

• Custom dashboards: Configurable views for projects, teams, or individuals.
• Gadgets: Adding charts, lists, and other components to track KPIs.
• Sharing dashboards: Personal vs. shared dashboards to support collaboration.

9. Lean and Agile Principles

• Toyota Production System: Roots of lean thinking, kanban, and continuous improvement.
• Lean principles: Limiting WIP, mapping value streams, eliminating waste, and building quality in.
• Agile Manifesto alignment: Empowering teams, embracing change, delivering incrementally, and maintaining sustainable pace.
• Combined mindset: Lean provides the foundation; agile builds on it to handle complexity and rapid change.

10. Capstone & Integration

• Hands-on exercises: Practice applying principles by configuring projects and workflows.
• Jira family overview: Brief orientation on Jira Software, Jira Service Management, and Product Discovery.
• Key outcome: Confidence to adapt Jira setups to unique team processes while maintaining agile and lean alignment.

Course Introduction

• Course Goals and Learning Objectives
• Prerequisites and Success Guidelines
• Course Schedule and Structure
•  Lab 1 – Logging into your site

Creating a Service Project

• Overview of Jira Service Management
• Service Project Use Cases (IT, HR, Internal Teams)
• Jira Roles and Responsibilities (Admins, Agents, Customers)
• Creating and Configuring a Service Project
• Lab 2 – Creating a Service Project

Requests and Queues

• Setting Up and Customizing Request Types
• Forms and Field Customization
• Customizing Workflow Statuses
• Creating and Managing Queues
• Best Practices for Portal Usability
• Exercise 1 – Setting Up Request Types
• Exercise 2 – Creating & Managing Queues
• Lab 3 – Requests & Queues

Configuring SLAs

• SLA Components (Metrics, Goals, Timeframes)
• Preconfigured and Custom SLA Examples
• SLA Calendars and Global Support Models
• Monitoring SLAs with Reports, JQL, and Dashboards
• Exercise 1 – Configuring SLAs
• Exercise 2 – Creating an SLA Monitoring Dashboard
• Lab 4 – Configuring SLAs

Using a Knowledge Base

• Benefits of a Knowledge Base for Customers and Agents
• Integrating Confluence with Jira
• Configuring Article Suggestions and Access
• Creating and Sharing Knowledge Base Articles
• Exercise 1 – Using a Knowledge Base
• Lab 5 – Using a Knowledge Base

Customizing Email Channel & Customer Portal

• Setting Up and Customizing the Email Channel
• Customizing Notifications and Request Type Mapping
• Branding the Customer Portal
• Branding the Global Help Center
• Exercise 1 – Branding Your Customer Portal
• Optional Exercise 2 – Branding Your Help Center
• Optional Exercise 3 – Changing Your Project Logo
• Lab 6 – Branding Your Customer Portal

Adding Users to Your Service Project

• Adding and Managing Agents
• Adding Customers and Customer Organizations
• Configuring Customer Permissions
• Involving Jira Users in the Workflow
• Exercise 1 – Adding Users to Your Service Project
• Exercise 2 – Adding Customers to Your Service Project
• Lab 7 – Adding Users to Your Service Project

Automating Your Service Project

• Overview of Jira Automation and Its Benefits
• Building Automation Rules (Triggers, Conditions, Actions)
• Using Smart Values and Rule Testing
• Jira Service Management Template Rules and Advanced Triggers
• Exercise 1 – View Jira Service Management Automation
• Exercise 2 – Create a New Jira Service Management Automation Rule
• Exercise 3 – Setting Up a New Preset Automation Rule
• Exercise 4 – Troubleshooting Automation Rules & SLAs
• Lab 8 – Automating Your Service Project