Course Taxonomy: Technology Platforms

Module 1: Course Overview

Introduction to the Course

• Purpose, goals, and expected outcomes.
• Overview of Jira Service Management capabilities.
• Explanation of how Service Request Management fits within ITSM practices.

Learning Objectives

• Create and manage service projects.
• Set up a self-service knowledge base.
• Automate common service processes and asset management.
• Measure and improve service performance through reporting.

Module 2: Introduction to Service Request Management

Lab 2: Introduction to Service Request Management

Understanding Service Request Management

• Role of request management in ITSM.
• Request types, queues, and customer portals.
• Project templates and configuration overview.

Creating and Managing a Service Project

• Setting up a new service project using templates.
• Navigating the project sidebar (Queues, Channels, and Settings).
• Understanding company-managed project structure.
  • Exercise 1: Create a Service Project
  • Create a new HR Service Management project.
  • Verify project settings and queues.

Handling Service Requests

• Submitting and viewing requests via the portal.
• Understanding request lifecycle and status transitions.
• Agent vs. customer perspective.
  • Exercise 2: Create and View a Service Request
  • Submit a request in the customer portal.
  • Assign and resolve a request as an agent.
  • Explore queues and workflow visualization.

Module 3: Setting Up a Knowledge Base for Self-Service

Lab 3: Knowledge Base Setup and Configuration

Creating and Organizing Content

• Linking a Confluence knowledge base.
• Writing and labeling knowledge articles.
• Creating categories and featured content.
  • Exercise 1: Create and Organize Knowledge Base Content
    • Create Confluence space and add help articles.
    • Apply labels and macros (Filter by label).
    • Organize articles by category (e.g., Benefits, Expenses).

Verifying Knowledge Base Integration

• Customer experience in the Help Center.
• Article suggestion and search functionality.
  • Exercise 2: Verify the Knowledge Base
    • Test article visibility from portal and agent views.
    • Share an article as a comment in a request.

Configuring Knowledge Base Settings

• Linking multiple spaces and managing permissions.
• Controlling article suggestions by request type.
• Label-based filtering for relevant results.
  • Exercise 3: Configure Knowledge Base
    • Add new space (HR Policies).
    • Adjust article suggestion and visibility rules.

Running Knowledge Base Reports

• Measuring request deflection and resolution rates.
• Interpreting report metrics for optimization.
  • Exercise 4: Run Reports
    • Run “Requests Deflected” and “Requests Resolved” reports.
    • Review article engagement data.

(Optional) Exercise 5: Make Knowledge Base Public

• Configure Confluence and Jira for public access.
• Test anonymous access and customer portal visibility.

Module 4: Automating Service Requests

Lab 4: Create and Manage Automation Rules

Introduction to Automation

• Benefits of automation in service delivery.
• Triggers, conditions, and actions in Jira automation.

Automating Onboarding Processes

• Creating rules for cross-department collaboration.
• Linking service projects and automating task creation.
  • Exercise 1: Automate New Employee Onboarding
    • Create automation that generates IT requests from HR submissions.
    • Validate through linked issue creation.

Monitoring and Troubleshooting Automation

• Using the audit log to verify rule execution.
• Debugging failed automation runs.
  • Exercise 2: View the Audit Log

Module 5: Automating Asset Management

Lab 5: Asset Management and Automation

Exploring Assets in Jira

• Understanding Assets schemas and object types.
• Linking people, devices, and departments.
  • Exercise 1: View Assets
    • Explore People schema and object graph relationships.

Creating Custom Asset Fields

• Configuring Asset object fields with filters.
• Linking assets to request types.
  • Exercise 2: Create Asset Field and Request Type
    • Add “Affected Laptop(s)” field to service request form.

Automating Asset Updates

• Auto-populating asset fields based on reporter or request type.
• Setting status or updating asset attributes.
• Exercise 3: Create Rule to Populate Asset Data
  • (Optional) Exercise 4: Create Rule to Update Asset Status

Module 6: Improving and Reporting on Service Request Management

Lab 6: Reporting and Continuous Improvement

Running Default Reports

• Key service metrics: workload, satisfaction, and deflection.
• Using Reports to measure team and customer experience.
  • Exercise 1: Run Default Reports
    • Run Workload, Satisfaction, Requests Deflected, and Requests Resolved reports.

Creating and Editing Custom Reports

• Tailoring Created vs. Resolved reports.
• Filtering data for service request types.

      Exercise 2: Run and Edit Custom Reports

Building Advanced Reports

• Tracking SLA performance and response rates.
• Custom visualizations for management review.

                             Exercise 3: Create a New Custom Report

• Add Time to First Response % Met and Time to Resolution % Met metrics.