Master Jira Service Management in Just 2 Hours

Transform Your Service Desk Operations

Jira Service Management delivers enterprise-grade service desk functionality at a fraction of the cost of competitors. With the right setup and knowledge, you can implement a robust service desk solution in days, not months.

But there's a catch...

Most teams only use 20% of JSM's capabilities, missing out on automation, customer portal customizations, and SLA configurations that could save hundreds of hours and dramatically improve customer satisfaction.

Introducing the JSM Fast-Track Workshop

In this focused 2-hour workshop, you'll learn how to implement and optimize Jira Service Management from someone who's deployed it for organizations like BBC, Vodafone, NHS, and Lloyds Bank.

What you'll master:

• Configure JSM from scratch with admin and agent setups
• Design intuitive customer portals that reduce ticket volume
• Build smart request forms that capture exactly what you need
• Set up SLAs that align with your business priorities
• Implement time-saving automations without coding

The workshop includes:

• 2 comprehensive video sessions (45-60 minutes each)
• Ready-to-use configuration templates
• Step-by-step implementation guides
• Real-world examples from enterprise deployments

Why Learn from Me?

As a certified Atlassian consultant with 12+ years of experience, I've implemented JSM for organizations of all sizes. I've seen what works, what doesn't, and how to avoid the common pitfalls that lead to service desk frustration.

Workshop Structure (2 Hours Total)

Video 1: Admin & Agent Setup (45-60 min)

1. JSM Fundamentals (10 min)
   • Service project vs traditional Jira projects
   • Key terminology and concepts
   • Admin vs agent permissions model
2. Admin Configuration (20 min)
   • Project setup and configuration
   • Team management and roles
   • Queue management
   • Knowledge base integration with Confluence
3. Agent Interface & Workflows (15-20 min)
   • Dashboard navigation
   • Ticket management lifecycle
   • Custom fields and screens
   • Reporting capabilities
4. Practical Demo: Setting Up From Scratch (10 min)
   • Live walkthrough of creating a new service desk

Video 2: Customer Portal & Advanced Features (45-60 min)

1. Portal Configuration (15 min)
   • Portal design best practices
   • Request type configuration
   • Customer permissions and grouping
2. Form Creation & Customization (15 min)
   • Request type forms
   • Conditional fields
   • Custom request types with dynamic fields
3. SLA Configuration (15 min)
   • Creating SLA metrics
   • Time calculations and calendars
   • Reporting and measuring SLA performance
4. Automation Essentials (15 min)
   • Automation rules basics
   • Trigger and condition setup
   • Common automation use cases
   • Integration with other systems

Supporting Materials (PDFs)

1. JSM Setup Checklist - Step-by-step setup guide
2. Portal Configuration Guide - Best practices for customer experience
3. SLA Reference Sheet - Configuration options and calculation methods
4. Automation Recipe Cards - 5-10 ready-to-use automation templates

Workshop Delivery Approach

• Hands-on demonstrations in a live environment
• Practical examples from real-world implementations
• Downloadable templates for quick deployment
• Q&A segments at key points