In this course, you will learn: 

• How to quickly set up a project for incident management
• How to manage an incident through a hands-on case study
• Good practices for each stage of incident management

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Resolve your major incidents faster and avoid expensive downtime

Learn the concepts, stages, and best practices of the incident management process with a focus on setting up and using Jira Service Management to manage an incident. Get hands-on with an incident management use case from incident detection to resolution. Learn the importance of a post-incident review (PIR) with a focus on improving based on patterns and feeding back into the software development process.

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During this course, you’ll learn how to use Jira Service Management—including Opsgenie and Assets—with these tools to resolve incidents:

• Bitbucket
• Statuspage
• Slack
• Atlassian Team Playbook

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This course is intended for anyone who set up projects in Jira Service Management like 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.

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Before taking this course, we suggest you should be familiar with the topics covered in Managing Jira Service Projects like queues, request types, and the customer portal.

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Lessons

1. Course Overview
2. Introduction to Incident Management
3. Setting Up Your Teams
4. Setting Up Your Services & Integrating Tools
5. The Lifecycle of a Major Incident
6. Best Practices for Incident Management