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01

Set up an on-call schedule for a team

Create a custom on-call schedule

02

Communicate outages, maintenance, and other key information with stakeholders

Create a communication plan using Jira Service Management and Statuspage

03

Process a change record

Enrich a change request and champion approval

04

Manage change risk

Use the change calendar and automation to identify conflicts

05

Establish SLA goals and a working hours calendar

Constrain SLA goals based on your working calendar

06

Respond to and resolve requests

Use Jira Service Management to expedite a resolution

07

Allow for approvals in a workflow

Demonstrate an example of how approvals work

08

Establish a knowledge base with organized articles

Deflect requests with knowledge base articles

09

Cross-link tickets and/or articles to add context to an issue

Enrich a Jira issue with contextual links

10

Create contextual queues for agents

Contextualize and configure queues based on the job to be done

11

Collaborate with non-agents in Jira Service Management projects

Learn how to work with non-agents using Jira Service Management

12

Report on issue data over time

Measure time-based and success-based metrics

13

Add, remove, or modify a request type in the portal

Learn how to create and organize request types to serve customers

Establish a knowledge base with organized articles

Outcome	Your team will understand how to deflect requests with knowledge base articles they can draft and organize.
Processes	Review built-in knowledge base Review enabling a Confluence knowledge base Review template types and modification of templates in Confluence Review label usage Review knowledge categories Review Jira configuration with labels Create a guide that covers each type of article (including knowledge base articles)
Practice area(s)	Knowledge management, request management, change enablement, problem management, incident management, and service configuration management
Product(s) in scope	Jira Service Management (Premium or Enterprise) and Confluence
Role(s)	Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, and Team Member

Step	Process	Notes/References
1	Create and link space for a project.	Project Settings > Knowledge
2	Add permission to allow agents to create knowledge articles.	(In Confluence) Space Settings > Permissions
3	Create a knowledge article.	Project > Knowledge > Knowledge Base Create knowledge base articles
4	Categorize the knowledge article.	Categorize knowledge base articles Add a knowledge base article to multiple categories
5	Enrich the knowledge article with relevant keywords to create a proper context search.	Use labels to help people find articles
6	Set up article suggestions to map with request types.	Project Settings > Knowledge
7	Search for knowledge articles "on demand" from within the context of a ticket using keywords.	Search for a knowledge base article from the issue view
8	Share the knowledge article with customers from the knowledge base.	Share knowledge base articles with customers
9	Share the knowledge article with customers from within the ticket.	Share knowledge base articles with customers

Allow for approvals in a workflow

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Cross-link tickets and/or articles to add context to an issue

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