Jira Service Management is a service management platform developed by Atlassian that enables organizations to manage IT services, support requests, and operational workflows on a single platform. Built on Jira, it supports IT Service Management (ITSM) practices such as incident, problem, change, request, asset, and knowledge management while providing customizable workflows, automation, service level agreements (SLAs), customer portals, and integrations with DevOps and collaboration tools. This course provides practical knowledge of configuring, administering, and optimizing Jira Service Management to improve service delivery, operational efficiency, and team collaboration.
Prerequisites
- Basic understanding of IT support or service desk
- Knowledge of Jira software is helpful
- Knowledge of ITSM or ITIL concepts
What Will You Learn?
- Core concepts and Jira Service Management architecture
- Create and manage service desk projects
- Customize request types, queues, and customer portals
- Implement incident, problem, change, and request management workflows
- Define SLA policies, priorities and escalation rules
- Automate service desk operations using automation rules
- Configure JSM project roles and permission schemes
- Create reports and dashboards to monitor service delivery
- Connect Jira Service Management with Jira Software and Confluence
Who Should Learn?
- DevOps engineers
- IT service desk engineers
- IT support teams
- ITSM / ITIL professionals
- Jira administrator
- System and network administrator
Career Benefits
- Reduces manual service desk workload
- Improves incident response and resolution time
- Strengthens Jira administration and automation expertise
- Widely used in enterprise IT and cloud environments
- Enhances ITSM and enterprise service management skills
