course

Explore ITSM in Jira Service Management

duration

50 minutes

level

Beginner

product

Jira Service Management

Deliver excellent service experiences

Learn how effective teams track tickets, communicate with customers, and resolve requests with Jira Service Management. Jira Service Management includes several project templates, including one for ITSM, to help teams organize quickly.
After this course, you’ll understand:
  • How Jira Service Management helps teams and customers.
  • Core Jira Service Management terms and features and how they relate to each other.
  • Key use cases for Jira Service Management that align to ITSM practices.
  • Who can interact with a Jira Service Management service project and how access is determined.
The availability of features and functionality shown in this course depends on your product subscription. To learn more about Atlassian product subscriptions, visit our FAQs.

5 Lessons in this course

5 minutes
What is Jira Service Management?

By the end of this lesson, you'll be able to: - Explain what Jira Service Management is and how it helps teams - Describe what users can do in Jira Service Management

Sections
  • Jira Service Management helps you solve customer requests
  • How does your team use Jira Service Management?
  • How do you use Jira Service Management?
10 minutes
Start navigating Jira Service Management

By the end of this lesson, you'll be able to: - Define and identify work items, requests, projects, and queues - Navigate the main navigation and project sidebar - Switch between the project and the portal

Sections
  • Explore work items, requests, projects, and queues
  • Navigate around Jira Service Management
  • Navigate in a project
5 minutes
Explore core features of Jira Service Management

By the end of this lesson, you'll be able to: - Identify the main features of Jira Service Management - Describe the capabilities of Jira Service Management

Sections
  • Categorize your work with work types
  • Define business processes with workflows
  • Stay informed with notifications
  • Triage customer requests with queues
  • Prioritize requests with SLAs
20 minutes
Explore different use cases for Jira Service Management

By the end of this lesson, you'll be able to: - Describe the main use cases for Jira Service Management

Sections
  • What are the main use cases for Jira Service Management?
  • Service request management
  • Incident management
  • Problem management
  • Change management
  • Knowledge management
  • Asset and configuration management
10 minutes
Explore roles for a service project

By the end of this lesson, you'll be able to: - Explain what tasks agents, collaborators, customers, and project admins can perform - Explain what tasks request participants and approvers can perform - Define customer organizations

Sections
  • Grant access with project roles
  • Share requests with other people
  • Manage customers with organizations