5 minutes
What is IT service management?
Explore IT service management principles to deliver efficient and customer-focused IT solutions.
Sections
- Explore IT service management
- What are the benefits of ITSM?
course
Configure service projects for IT service management
duration
25 minutes
role
Jira Service Management Project Admin
level
Intermediate
product
Jira Service Management
Improve your ITSM practices
Make delivering IT as a service (ITSM, or IT service management) run smoothly by organizing and automating your team’s work and keeping your team updated with internal notifications. You’ll also learn how you can make it easy for customers to submit requests through email and Slack, ensure customers see the correct information, and prioritize the customer experience with surveys and SLAs.
After this course, you’ll be able to:
- Describe what IT service management (ITSM) is and describe the main benefits.
- Organize your team’s work with work categories, portal groups, and queues.
- Automate your team’s work with workflow transitions, approvals, and Jira automation.
- Keep your team updated with notifications and escalation policies.
- Present customers with the correct information using screens, forms, and a knowledge base.
The availability of features and functionality shown in this course depends on your product subscription. To learn more about Atlassian product subscriptions, visit our FAQs.
3 Lessons in this course
10 minutes
Support your ITSM team with project configurations
By the end of this lesson, you'll be able to: - Organize your team’s work with work categories, portal groups, and queues - Automate your team’s work with workflow transitions, approvals, and Jira automation - Keep your team updated with notifications and escalation policies
Sections
- Organize with work categories, portal groups, and queues
- Automate with workflow transitions, approvals, and rules
- Keep your team updated with notifications and on-call rotations
10 minutes
Improve your ITSM customer experience
By the end of this lesson, you'll be able to: - Make it easy for customers to submit requests through email and Slack - Present customers with the correct information using screens, forms, and a knowledge base - Prioritize customer experience with surveys and SLAs
Sections
- Make it easy to submit requests with the portal, email, and Slack
- Inform customers with screens, forms, knowledge bases, notifications, and Statuspage
- Prioritize customer experience with surveys and SLAs