This subject introduces students to Jira Service Desk, a centralized point of contact within an organization designed to provide timely customer support. The course also covers practical aspects of test management processes using Jira, offering insights into project creation, ticket management, and tracking.

Knowledge Core Competency:

Upon completing this subject, students are expected to define the concept of Jira Service Desk and explain the fundamental concepts of Jira and testing processes.

Objectives:

1. List Jira applications, features, and project types.
2. Provide an overview of Jira Service Desk settings.
3. Provide an overview of Jira Service Desk elements.
4. Discuss the concept of request types.
5. Explain the concept of customer configuration.
6. Define Jira Service Desk automation.
7. State the need for Jira Service Desk reporting.
8. Explain how to integrate Jira with test management tools like Zephyr, Test Management, and SynapseRT.
9. Explain the implementation of continuous integration using Jira, Jenkins, and automated testing tools.
10. Discuss test case management, traceability, and test execution with reports.

Skill Core Competency:

Upon completing this subject, students are expected to build custom service desk applications without the need for coding or IT resources. They should also be able to develop test plans, test cases, test suites, and create defects and requirement traceability matrices.

Objectives:

1. Create a Jira Service Desk.
2. Customize customer request types such as printer support, order status support, and product returns support.

This module combines theoretical understanding with hands-on skills, ensuring students can effectively use Jira Service Desk for customer support and understand its application in test management processes.