Atlassian Training partner.

Quickly resolve customer requests

An expert instructor will teach you how to set up and manage a service desk.

You will learn how to create a service desk for your customers and how to manage a service project using Jira Service Management. You will get hands-on experience performing the most crucial configuration tasks involved in setting up your service project and customer portal.

Throughout the course, you will be able to ask organisation-specific questions in real-time and get the answers you need. The learning environment delivers engagement, retention, and collaboration, extending the benefits of an instructor-led course beyond instruction time.

This course is designed for anyone setting up a Jira service project in Jira Service Management, including Jira administrators, service project administrators, service project managers, team managers, and IT managers.

If you are solely responsible for setting up a Jira service project, there are no prerequisite courses or experience needed. But, if you are also responsible for setting up Jira company-wide, you should first complete Jira administration part 1 or have equivalent experience.

After this course, you will be able to:

• Configure and brand your customer portal
• Create queues and SLAs for your service team
• Use a linked knowledge base
• Add participants to your service project
• Automate common tasks
• Create and administer service projects

Lessons

• Course overview
• Creating a service project
• Requests and queues
• Configuring SLAs
• Using a knowledge base
• Customising your service project channels
• Adding users to your service project
• Automating your service project

Streamline your workflow

An expert instructor will teach you how to effectively manage your organisation’s enterprise assets (EAM) and IT assets (ITSM) and leverage your CMDB capabilities.

You will learn how to work with object schemas to create and manage object types, attributes, and objects, as well as run searches and generate reports. You’ll also learn to configure Assets automation and integrate with external systems to import data into Assets.

Throughout the course, you will be able to ask organisation-specific questions in real-time and get the answers you need. The learning environment delivers engagement, retention, and collaboration, extending the benefits of an instructor-led course beyond instruction time.

This course is designed for Assets users, Assets managers, Assets administrators, service project administrators, and other members of incident response teams such as IT Ops managers, IT support managers, technical leads, developers, site reliability engineers, network engineers, and more.

Before taking this course, we suggest you have familiarity with Jira Service Management and Jira Automation.

After this course, you will be able to:

• Navigate the Assets interface and object schemas
• Describe Assets roles and permissions
• View and edit object types, objects, and attributes
• Search for Assets objects using various methods, including Assets Query Language (AQL) queries

Lessons

• Course overview
• Assets overview
• Assets basics
• Creating object types and attributes
• Connecting object types
• Searching and basic AQL
• Importing data
• Assets automation
• Reporting in Assets

Improve customer service

An expert instructor will teach you how to set up and configure Jira Service Management for the ITSM practice of service request management. You will experience hands-on learning with Assets for asset management and Confluence for knowledge management. You’ll cover both IT and business use cases, incorporating enterprise service management practices.

You will learn how to create a self-service knowledge base, automate common tasks, and incorporate service request management best practices to reduce requests and improve your request process. You’ll explore both IT and business use cases and incorporate enterprise service management practices.

Throughout the course, you will be able to ask organisation-specific questions in real-time and get the answers you need. The learning environment delivers engagement, retention, and collaboration, extending the benefits of an instructor-led course beyond instruction time.

This course is designed for service project cloud administrators, Jira Cloud administrators, and members of service teams such as IT support managers, technical leads, customer service managers, and help desk managers.

Before taking this course, you should complete Managing Jira service projects or have equivalent experience with Jira service management, including queues, request types, SLAs, automation, and the customer portal.

After this course, you will be able to:

• Create a service project
• Set up a knowledge base for customer self-service
• Run and interpret Jira Service Management reports to gain insight and make improvements

Lessons

• Course overview
• Introduction to service request management
• Setting up a knowledge base for self-service
• Automating service requests
• Automating asset management
• Improving and reporting on service request management

Quickly resolve major incidents

An expert instructor will guide you as you learn how to practice incident management from detection to resolution with Atlassian-recommended tools, including Jira Service Management.

You will learn how to set up teams and services and integrate tools for effective incident management. You’ll walk through the lifecycle of a major incident and explore incident management best practices, including a post-incident review (PIR).

You will also get hands-on experience setting up and using Jira Service Management and you’ll practice resolving incidents with tools like Bitbucket, Statuspage, Slack, and the Atlassian Team Playbook.

Throughout the course, you will be able to ask organization-specific questions in real-time and get the answers you need. The learning environment delivers engagement, retention, and collaboration, extending the benefits of an instructor-led course beyond instruction time.

This course is designed for anyone who sets up projects in Jira Service Management, such as 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.

Before taking this course, you should complete Managing Jira service projects or be familiar with the topics covered in it, such as queues, request types, and the customer portal.

After this course, you will be able to:

• List the stages of a major incident
• Create an ITSM project
• Set up the teams that will handle incidents
• Set up services
• Integrate other Atlassian and third-party tools

Lessons

• Course overview
• Introduction to incident management
• Setting up your teams
• Setting up your services & integrating tools
• The lifecycle of a major incident
• Best practices for incident management