Jira Service Management training: from handling requests to administration.
Jira Service Management training is chosen by the role held in the service desk: the agent who handles requests, the lead who configures the project and its commitments, the administrator who governs the instance. BleuLemon trains all three, in house, since 2008, in Paris, in Lyon and across France.
Atlassian Platinum Solution Partner, ITSM specialisation · Cloud and Data Center · 1 to 8 people
A service desk is judged on the experience, not on the number of tickets.
Requests arrive through five channels, qualification is redone by hand, service commitments are not measured, and the portal stays empty because no one has been taught to use it.
Training the agents and the leads changes that faster than a new configuration.
The three levels.
Taking the controls of your service project: centralising user requests, handling those from the teams, understanding the life cycle of a request and making use of the portal. For agents and support teams · 0.5 day.
Configuring and developing a service project: service commitments, queues, portal, notifications, customer permissions and knowledge base. For service project leads and administrators · 1 day.
Creating and configuring service projects, workflows, permissions, global automation, instance governance, harmonising practices, Marketplace apps, knowledge base. For administrators and platform teams · 2 days.
Security, performance, version upgrades, user provisioning, backups and APIs. For technical administrators of a Data Center environment · 1 day.
Asset management, as an add-on.
Assets extends Jira Service Management to managing your service catalogue and your reference data. Two modules: discovery and day-to-day use, then developing the data models, for administrators. 0.5 day per module, Cloud and Data Center.
And the methods that go with them.
A service desk changes things for two populations: the agents who handle requests, and the users asked to go through the portal. The tool training covers the first, this one covers the second.
For managers, project managers and change champions · 1 day.
Discover the Change management training.
How a session runs.
A preparatory interview with the consultant-trainer establishes your context and your use cases. A placement questionnaire allows the level to be adjusted before day one. The session is held in house, 1 to 8 people, on site at your locations or remotely, in French or in English.
Delivering a project is only the beginning.
The questions we get asked about Jira Service Management training
A question that finds no answer here is dealt with in a thirty-minute conversation, about your actual context rather than a general case.
Talk to an expertWhich JSM course should you choose?
By role. Level 1 for the agents who handle requests, Level 2 for the leads who configure the commitments and the portal, Level 3 for those who govern the instance.
Do you need to know Jira before training on Jira Service Management?
It is not compulsory. The two tools share a common base, but the Jira Service Management course stands on its own. The Jira training remains useful for teams that work on both.
Do you train on asset management?
Yes, two dedicated modules, on the service catalogue and reference data, then on developing the data models.
How long does it take to make a support team self-sufficient?
Half a day for the agents, a day for the leads. Real self-sufficiency is measured over the quarter that follows.
Going further: The training catalogue·Jira training·Confluence training·Change management training·Our IT service management services