Jira Service Management Administration (Server)


Our Jira Service Management (formerly Jira Service Desk) administration training course, aims to provide attendees with a deeper understanding of the features and functionalities of Jira Service Management and how it can be tailored to suit specific needs.

About this course

Is this course right for me?

This course is ideal for new Jira application administrators and those with the responsibility of defining projects and configurations.

Service Desk leads can benefit from understanding the configurable behaviours on request.

Note: Does not include usage of Insight or OpsGenie.

Objectives and outcomes

By the end of this course, students will understand how Jira can be tailored to meet the specific needs of projects and processes.

Includes an in-depth look at effective administration and configuration methods for the underlying architecture utilised by Jira Service Management.


Module Sections

1. Introduction

2. Summary of users and groups

3. Projects

4. Service Desk projects

5. Issues vs. requests

6. Schemes

7. Audit logs

Lab Exercises

1. Create a Jira Project and project category

  • Based on an existing configuration

2. Exploring the interface

Module Sections

1. Users and the user browser

2. Customers, agents and collaborators

3. Groups and the group browser

4. Global permissions

5. Service Desk permissions

6. Customer public sign-up

Lab Exercises

1. Public sign-up and groups

2. Add new users and create/assign groups

Module Sections

1. Project administration vs. global administration

2. Versions

3. Components

4. Access control

  • Project roles
  • Permission schemes
  • Issue security schemes

Lab Exercises

1. Create a project role and a permission scheme

2. Set up an issue security scheme

Module Sections

1. Issue type schemes

2. Notification schemes

3. Events

Lab Exercises

1. Create a notification scheme

2. Create an issue type scheme

Module Sections

1. Priorities and resolutions

2. Custom fields

3. New options in custom fields

4. Field configuration schemes

5. Field configurations

6. Re-indexing and index recovery

7. Mapping fields to the customer view

Lab Exercises

1. Create a screen

2. Create a custom field

3. Apply to a screen

4. Create a field configuration scheme

5. Apply the field to a request type

6. Implement a screen scheme

7. Implement an Issue type screen schemer

Module Sections

1. Understanding screen schemes

2. Screen schemes

3. Creating screens

4. Modifying screens

Lab Exercises

1. Modify screen contents

Module Sections

1. Queues

2. SLAs

  • Creating SLAs
  • Editing SLAs

3. Reports

  • Reports overview
  • Creating new reports
  • Editing reports

4. Setting up SLAs

5. Customer satisfaction

6. Knowledgebase

  • Link to Confluence

7. Branding

8. Approvals and automations

Lab Exercises

1. Manage users

2. Resolve an Issue

3. Tailor a customer portal

4. Create a request type

5. Create a queue

6. Create a report

7. Define a calendar

8. Working with SLAs

Module Sections

1. The visual workflow designer

2. Planning workflows

3. The status attribute

4. Transitions

5. Workflow triggers

6. Creating a workflow

7. Creating workflow schemes

8. Workflow sharing

Lab Exercises

1. Add states to a workflow

2. Configure screens on transitions

3. Using post functions and validators

4. Implementing workflow schemes

5. Putting it all together

The theory and practical was brilliant, and it was just the right length.

Anon - Salmon Ltd​
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