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 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 with tools like Bitbucket, Statuspage, Slack, and the Atlassian Team Playbook.

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.

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 be familiar with the topics covered in it, such as queues, request types, and the customer portal.

Participants will complete hands-on exercises in a dedicated sandbox environment. Access to the sandbox will remain available for up to two weeks following the course. A course workbook will be provided.

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

Atlassian Incident Management Essentials