Administrator Training
Jira Service Management Incident Management
From Opsgenie administration to a modern JSM operational model.
Learning objectives
01
Understand the JSM operating model
Understand how alerts, teams, on-call schedules, escalation policies, services, service offerings and incidents fit together.
02
Translate Opsgenie knowledge
Understand what is like-for-like between Opsgenie and JSM, and where administrators now manage those capabilities.
03
Understand what is new
Learn how alert grouping, alert policies, automation, Syncs, service offerings and Jira workflows improve the operational model.
04
Improve operational health
Use reporting and operational metrics to identify response issues, noisy integrations, escalation problems and configuration weaknesses.
05
Establish governance
Understand the administrative practices that prevent configuration drift and unnecessary complexity.
Two ways operational work begins
Everything in this course hangs off these two entry paths. One starts with a machine noticing something. The other starts with a person noticing something.
Machine-initiated
- Monitoring
- Alert
- Team
- Incident when warranted
Human-initiated
- Portal
- Service Offering
- Incident
- Resolution
Course agenda
- 1Course Overview8 min
- 2The Golden Flow15 min
- 3Alert & Incident Architecture25 min
- 4Opsgenie → JSM Admin Mapping20 min
- 5Don't Just Rebuild Opsgenie25 min
- 6Reporting & Operational Health12 min
- 7Governance & Administration10 min
- 8Key Takeaways & Q&A5 min
Admin Quick Reference sits outside the timed course and stays available afterwards as an ongoing reference.