Sketch Development Services, LLC

Quickly resolve major incidents

An expert instructor will guide your team as you learn how to practice incident management from detection to resolution with Atlassian-recommended tools, including Jira Service Management.

Your team will learn how to set up teams and services and integrate tools for effective incident management. They’ll walk through the lifecycle of a major incident and explore incident management best practices, including a post-incident review (PIR). Your team will also get hands-on experience setting up and using Jira Service Management and they’ll practice resolving incidents with tools like Bitbucket, Statuspage, Slack, and the Atlassian Team Playbook.

Throughout the course, your team will be able to ask organization-specific questions in real-time and get the answers they need. The team learning environment delivers engagement, retention, and collaboration, extending the benefits of an instructor-led course beyond instruction time.

This course is designed for anyone who sets up projects in Jira Service Management, such as service project administrators and Jira administrators. It’s also valuable for other members of incident response teams such as IT Ops managers, IT support managers, technical leads, developers, site reliability engineers, and network engineers.

Before taking this course, your team should complete Managing Jira service projects or be familiar with the topics covered in it, such as queues, request types, and the customer portal.

The schedule includes several 10-minute breaks throughout the course.

After this course, you will be able to:

• List the stages of a major incident
• Create an ITSM project
• Set up the teams that will handle incidents
• Set up services
• Integrate other Atlassian and third-party tools

Lessons

• Course overview
• Introduction to incident management
• Setting up your teams
• Setting up your services & integrating tools
• The lifecycle of a major incident
• Best practices for incident management