Managing Jira Service Projects

Learn how to set up and configure Jira Service Management to fit your business and customer needs

This course is an introduction to creating a service desk for your customers and managing a service project using Jira Service Management. You'll get experience performing the most crucial configuration tasks to set up your service project and customer portal.

Topics include configuring and branding your customer portal, creating queues and SLAs for your service team, using a linked knowledge base, adding participants, and automating your service project. The course includes a variety of business use cases to assist you in understanding how to manage a service project, and best practices are emphasized for each topic.

Experiment without breaking anything

All instructor-led team training (Team Virtual and Team On-site only) includes access to Atlassian University’s unique hands-on labs — a safe, sandbox environment to learn the tools by using them. So you can reinforce your team's training with some muscle memory. You can continue to access labs for 24 hours after classroom time with your instructor.

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. This course is designed for Cloud, Data Center, and Server customers.

If you're solely responsible for setting up a Jira service project, there are no prerequisite courses or experience needed. If you're also responsible for setting up Jira company-wide, you should have completed Jira Administration, Part 1 or have equivalent experience.

Lessons

• Introduction to Jira Service Management

• Creating a service desk

• Setting up request types for your customers

• Creating queues for your service teams

• Creating service level agreement (SLA) metrics

• Linking your service desk to a Confluence knowledge base

• Adding an email address to accept email requests from your customers

• Branding your customer portal and global help desk

• Adding agents, customers, and other Jira users to your service desk

• Automating your service desk