This course helps new and experienced Jira administrators design, build, and maintain custom processes and workflows. It’s also useful for anyone who’s interested in improving team efficiency, fostering cross-team communication, managing business pipelines, passing audits, smoothing handoffs between users and teams, or improving time to market. The needs of the organization are best achieved when application administrators and business managers work together.
This course contains demos, challenges, and the quizzes to help reinforce the material. And don’t miss the workflow scavenger hunt to see how many problems or opportunities for improvement you can detect!
Prerequisites
If you’re new to Jira administration, take my basic and advanced administration courses first. This course builds on those courses and assumes you already know how to configure Jira-specific application settings and all the standard schemes in Jira projects. This course provides a comprehensive guide for custom workflow features, functions, and strategies for creating, extending and maintaining them.
Course Updates
None yet! See an error or outdated information? Please report it by emailing errata@jirastrategy.com.
The updated version includes new live Jira examples, more examples of how Jira is used, a live tour of each Jira application type, more information about project types, a downloadable glossary to help you with terminology for this course and when navigating the Atlassian ecosystem, additional challenges and solutions, and updated information, screenshots, and quiz questions. Also, in response to your feedback, I am speaking slightly slower.
From Kate Webster: “ACP-600 Project Administration in Jira Server Certification has now been replaced by ACP-610 for anyone looking to do some Atlassian qualifications.”
There are Jira naming changes approaching! “Jira Core” will be named “Jira Work Management” (in Cloud only) and “Jira Service Desk” was previously renamed “Jira Service Management”.
This updated course includes new live Jira examples, more examples of how Jira is used, a live tour of each Jira application type, more information about project types (including company-managed vs. team-managed projects), a downloadable glossary to help you with terminology for this course and when navigating the Atlassian ecosystem, additional challenges and solutions, and updated information, screenshots, and quiz questions. Also, in response to your feedback, I speak slightly slower.
Downloadable Images
Navigation Cheat Sheet
Course Updates
None yet! See an error or outdated information? Please report it by emailing errata@jirastrategy.com.
Course Updates (2020 edition)
On Mar 31, 2021, all Jira Cloud projects will change to the new issue view. Additionally, there are naming changes approaching. “Classic” Jira projects will be named “company-managed” projects and “next-gen” projects will be named “team-managed” projects. Finally, “Jira Core” will be named “Jira Work Management” and “Jira Service Desk” was previously renamed “Jira Service Management”.
If your organization has additional Atlassian tools like Jira and Bitbucket, I invite you to also take my Planning and Releasing Software with Jira course.
This course shows how to use Confluence to Jira together for requirements management, project planning, retrospectives, and to support the software development life cycle.
Course Updates and Related News
Support for Server products ends on February 15, 2024.
If you’re new to Jira administration, take my basic and advanced administration courses first. This course builds on those courses and assumes you already know how to configure Jira-specific application settings and all the standard schemes in Jira projects. This course only covers the features that are additionally provided by Jira Service Management for support-type projects.
Course Updates and Related News
Support for Server products ends on February 15, 2024.
Atlassian has changed terminology over the years and some applications were renamed. For example:
Before
After
Jira Service Desk (“JSD”)
Jira Service Management (“JSM”)
Jira Core
Jira Work Management (“JWM”, Cloud) Jira Core (Server and Data Center)
What are Jira Service Management team-managed projects? – https://support.atlassian.com/jira-service-management-cloud/docs/what-are-jira-service-management-next-gen-projects
Getting started with Jira Service Management for agents – https://support.atlassian.com/jira-service-management-cloud/docs/get-started-with-jira-service-management-for-agents
Using the Permission Helper – https://www.linkedin.com/learning/jira-basic-administration/using-the-permission-helper
In this course, we’ll focus on the configuration areas you use most. My goal is not just for you to understand the settings but to be able to make smart decisions when creating or changing them. Knowing the best way to solve a problem and how it will impact your application in the future is the difference between a good administrator and a great one.
For each section, I’ve included the most important things to know, best practices, and my personal tips so you can avoid all the mistakes I’ve made over the years. Don’t miss the challenges, quizzes, downloadable handouts, and some personal appearances scattered throughout the course.
Prerequisite
If you’re brand new to Jira, take my Jira: Basic Administration course first. The basic course covers how Jira is used, the differences between application types and deployment types, navigating the admin area, the different types of admin users, and the top skills a new admin needs. This course references information from the basic course.
Support for Server products ends on February 15, 2024.
In the “Use automation” section (in chapter 8), I mentioned Jira Service Management has some legacy automation capabilities that will one day be decommissioned. Atlassian has since announced that they will turn off Legacy automation for NEW Jira Service Management sites. “For Jira Service Management sites created after August 30, 2021, you will see one automation choice in your project settings.” For EXISTING JSM users: “You will not lose access to Legacy Automations on existing sites where you can continue using and editing rules as you have before.” Read more: https://lnkd.in/eR5i7GeB
New to Jira? If you’re new to Jira, I recommend starting with my “Learning Jira” course, to understand what your end users experience. There’s one course for Cloud and another for Server and Data Center. Next, take Learning Jira Software which focuses on development-specific features like backlogs, sprints, versions, and more. Once you have a good understanding of Jira capabilities, take this basic course and then the advanced course.
New to Jira Administration? If you’re new to application administration, here’s the learning path I’d follow: After this basic course, take Jira: Advanced Administration. The advanced course dives deeper into the configuration areas used most. If you have Jira Service Management, my JSM admin course shows how to configure: requests, queues, service level agreements, and a knowledge base, so your organization can support internal and external customers. And finally, if you have Confluence, I created an admin course to help configure that application too.
It’s really hard to keep up with software changes, especially with Cloud software. When something changes that impacts a course, you’ll find updated information here.
Courses for Administrators
Choose a course below for updates, downloads, and more.
Courses for Users
Choose a course below for updates, downloads, and more.
It’s always been true that nothing wins hearts and minds like good service. Providing good service is more important now than ever before. Customers expect support to be fast, accurate and easy to access. Service teams are required to develop efficient ways to serve internal and external customers, regardless of location. Many teams are now looking to Jira Service Management (JSM) as a solution.
My new Jira Service Management: Administration course will help you understand the unique features that JSM adds to Jira, how JSM can be used for ITSM processes, and how JSM differs between Jira Cloud and Jira Server/Data Center deployments. Most importantly, the class will show how you can configure and administer JSM to provide the best possible service to your customers.
Jira Service Management: Administration course
Whether you’re completely new to Jira, or an experienced project or application administrator, you’ll be able to configure JSM so customers can create requests, support agents can provide the help needed, and leadership can measure effectiveness.
What You’ll Learn in Jira Service Management: Administration
The difference between an issue and a request
How to use the features of the customer portal
How to configure an effective, user-friendly request screen
Additional user types specific to JSM
Ways that service project workflows differ from other workflows
How to set up approvals
ITSM issue types in JSM
Configuring SLAs to measure service team performance
How to organize service queues
How to reduce request tickets with a Confluence knowledge base
Ways to reduce work with automation
How to use JSM reports and measure customer satisfaction
As always, the course will include in-depth explanations, demonstrations, challenges to build/configure in your own JSM instance and quizzes to help you remember what you’ve learned.
Whether your focused on empowering your IT service team, or wanting to expand JSM to other teams in your organization (JSM is great for HR, Legal, and Facilities teams), this course will show you how to leverage JSM’s features so teams can provide exceptional service and support.
“Considering application health, the user experience, and finding a balance between them is the difference between a good administrator and a great one.”
Rachel Wright
Rachel Wright’s Jira and Confluence Admin and User Courses on LinkedIn
My new Jira Service Management: Administration course is now available! Take the course on LinkedIn now. Access to my courses and others is included with your Premium subscription!
About the Course
Jira Service Management (JSM) is built on Jira and extends it so your organization can effectively manage incidents, problems, changes, and service requests. Jira Service Management takes support to the next level with queues, SLAs, a simple interface for your customers, and integration with Confluence as a knowledgebase.
In this course, you’ll learn how to set up and administer Jira Service Management so customers can create requests, support agents can provide the help users need, and leadership can measure effectiveness.
In this administration course, you’ll learn:
How JSM extends Jira with support-specific features
The additional types of users and responsibilities
Using JSM for incident management, change management, problems, service requests, and support
How to configure request types, permissions, and notifications
How to configure the customer portal and connect to a Confluence knowledgebase for self-service
How to create, manage, and troubleshoot service level agreements (SLAs)
Using automation to reduce manual work and repetitive tasks
How to leverage reporting to gauge effectiveness and measure customer satisfaction
“Considering application health, the user experience, and finding a balance between them is the difference between a good administrator and a great one.”
Rachel Wright
Rachel Wright’s Jira and Confluence Admin and User Courses on LinkedIn
