Sketch Development Services, LLC

Quickly resolve major incidents

Duration: 1 day

You will learn how to set up teams and services and integrate tools for effective incident management. You’ll walk through the lifecycle of a major incident and explore incident management best practices, including a post-incident review (PIR). You will also get hands-on experience setting up and using Jira Service Management and you’ll practice resolving incidents.

• 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, participants should complete Jira service management space admin: Part 1 and Part 2 or have equivalent experience.
• Each participant receives a hands-on sandbox environment.

You’ll learn how 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

Modules:

• 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