course

Configure service projects for incident management

duration

1 hour and 30 minutes

role

Jira Service Management Project Admin

level

Intermediate

product

Jira Service Management

Reduce risk while pursuing progress

Prepare for incidents — unplanned events that disrupt the quality of your service or require an emergency response — with an effective incident management strategy. Leverage incident management tools, create an incident response team, integrate Jira with a repository, and follow incident management best practices. You’ll also learn how automation can simplify incident management for developers and how to address major incidents with Atlassian tools.

After this course, you’ll be able to:

Describe each stage of incident management.
Identify Atlassian tools to use for incident management.
List the main incident management features in Jira Service Management.
Integrate a service or a Jira project with a repository.
Integrate your code into a Bitbucket repository.
Integrate with the Statuspage app for incident management.
Create automation rules that create a bug for an incident, automatically add watchers, or send Slack messages.
Identify everyone’s role during a major incident.
Understand the tools that are used at each stage of a major incident.

The availability of features and functionality shown in this course depends on your product subscription. To learn more about Atlassian product subscriptions, visit our FAQs.

8 Lessons in this course

10 minutes

What is incident management?

By the end of this lesson, you’ll be able to: - Define a major incident - Describe each stage of incident management

Sections

What are incidents?
Incident severity
Incident management
Effective incident management
Have a strong process

15 minutes

Create incident management teams in your service project

By the end of this lesson, you’ll be able to: - Set up an incident response team - Create and manage an operations team - Add your notification preferences

Sections

Add users to your ITSM project
Add responders to incidents
Configure responder alerts in your ITSM project
Create and manage an operations team
Notify your incident response team
Use contact methods to add alert notifications
Set up your notification rules
Respond to a major incident

10 minutes

Integrate key development tools with Jira

By the end of this lesson, you'll be able to: - Describe the value of combining Jira with a repository - Integrate a service or software project with a repository - View development information alongside your work in Jira - Create repository branches from Jira work - View commits related to Jira work

Sections

Integrate Jira with a repository
View development activity in Jira

5 minutes

Integrate tools for your service project

By the end of this lesson, you’ll be able to: - Integrate your code into a Bitbucket repository - Integrate with the Statuspage app for incident management

Sections

Integrate with a Bitbucket repository
Deployments help with investigation during a major incident
Set up a service and connect it to a Bitbucket repository
What is Statuspage?
Set up the Statuspage integration
Integrate Statuspage with Jira Service Management

10 minutes

Create Jira automation rules for incident management

By the end of this lesson, you'll be able to: - Explore use cases to meet complex business requirements - Create an automation rule that creates a bug for an incident - Create an automation rule that automatically adds watchers to bugs - Create an automation rule that sends Slack messages about newly created bugs

Sections

Automatically create bugs from incidents
Automatically add watchers to newly created bugs
Automatically notify the team in Slack about bugs

15 minutes

Address major incidents with Atlassian tools

By the end of this lesson, you’ll be able to: - Identify what everyone’s role is during a major incident - Describe the tools used at each stage of a major incident

Sections

Explore the lifecycle of an incident
Tools for the detect stage
Tools for the classify and respond stage
Tools for the communicate stage
Tools for the investigate and recover stage
Tools for the learn and improve stage

Configure service projects for incident management

Reduce risk while pursuing progress

What is incident management?

Sections

Create incident management teams in your service project

Sections

Integrate key development tools with Jira

Sections

Integrate tools for your service project

Sections

Create Jira automation rules for incident management

Sections

Address major incidents with Atlassian tools

Sections

Community

Forums

Learning

Events