Course Overview
In this training, participants will learn how to use Jira Service Management - including Opsgenie and Insight - together with
- Bitbucket
- Status Page
- Zoom
- Slack
- Atlassian Team Playbook
How to use Atlassian to resolve incidents. They will learn to set up an incident management project and how to manage an incident using a practical case study. Additionally, they will learn best practices for each phase of incident management and how to quickly resolve major incidents and avoid costly downtime.
They will learn the concepts, phases, and best practices of the incident management process, with a focus on setting up and using Jira Service Management to manage an incident. Participants will get hands-on experience with an incident management use case during the training - from detection to resolution. They will learn the importance of a postmortem, with a focus on improving patterns and feeding back into the software development process.
Moyens d'évaluation :
- Quiz pré-formation de vérification des connaissances (si applicable)
- Évaluations formatives pendant la formation, à travers les travaux pratiques réalisés sur les labs à l’issue de chaque module, QCM, mises en situation…
- Complétion par chaque participant d’un questionnaire et/ou questionnaire de positionnement en amont et à l’issue de la formation pour validation de l’acquisition des compétences
Who should attend
This course is intended for anyone who sets up projects in Jira Service Management, such as:
- Service Project Administrators
- Jira administrators
- Incident response team members such as.
- IT Ops Managers
- IT Support Managers
- Technical Leads
- Developers
- Site Reliability Engineers
- Network Engineers
Prerequisites
Participants should be familiar with how to manage and handle service projects in Jira (such as queues, request types, and the customer portal)
Course Content
- Training overview
- Introduction to Incident Management
- Setting up your teams
- Setting up your services and integrating tools
- The lifecycle of a serious incident
- Good practices for incident management
Moyens Pédagogiques :