Improve customer service, streamline your request process, and reduce service requests at your organization

Your team will learn how to set up and configure Jira Service Management for the ITSM practice of service request management in this expert instructor-led course.

After taking this course, your team will be able to:

Set up a knowledge base for customer self-service
Automate common tasks to streamline the request process
Use best practices to reduce requests and improve your request process

About this course

Give your whole team the knowledge to create a self-service knowledge base, automate common tasks, and use best practices to improve your service request management process.

Your team will gain hands-on experience using Jira Service Management, including Assets for asset management — along with Confluence for knowledge management. They’ll also learn how to create and interpret Jira Service Management reports to gain insights for improving the process.

Your team will experience both IT and business use cases, incorporating enterprise service management practices.

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 we suggest that your team is already familiar with the topics covered in Managing Jira Service Projects like queues, request types, SLAs, automation, and the customer portal.

Designed to accelerate your team’s performance

Team training for this course helps you bring 15 team members team up-to-speed at once.

Expert live instructor

We coordinate and match you with an Atlassian Authorized Solution Partner.

Flexible location

Learn either on-site at your office or through a virtual live online class.

Exclusive hands-on practice

Each team member gets a safe sandbox environment using hands-on labs.

For your team only

Ask organization-specific questions and train in a social environment.

Lessons include

Course Overview
Introduction to Service Request Management
Setting Up a Knowledge Base for Self-Service
Automating Service Requests
Automating Asset Management
Best Practices for Service Request Management

Materials in this course refer to ‘Assets’ previous brand name, ‘Insight’. Not to worry! Nothing else has changed besides the name. All functionality is the same as before. So you’ll get just as much learning out of this course.

Questions about team training

How does my team training get scheduled?
Once you purchase a team training course, our delivery team will match your preferred date and time with an Atlassian Authorized Training Partner instructor.

How many attendees are in a class?
All team training has a limit of 15 attendees.

How much does team training cost?
Team training on-site: $7,500. Team training virtual: $3,000.

What if I need to cancel?
You can cancel or reschedule up to 3 business days before the class start date. See our refund policy here.

What payment do you accept?
Most major credit cards, bank transfer, and Atlassian University Training Credits (which have a 20% bulk purchase discount).

How can I get more details about how Atlassian University delivers team training?
Learn more about team training here (scroll to the Team Training section) →

Related credentials

Managing Jira Service Projects for Cloud Certification →

Improve customer service, streamline your request process, and reduce service requests at your organization

Dedicated expert instructor

Social learning environment

Exclusive hands-on labs access

Flexible on-site or virtual training

Up to 15 team members

Ability to ask organization-specific questions