Jira Service Management Essentials (Server)


Our Jira Service Management (formerly Jira Service Desk) Essentials training course, provides attendees with an understanding of the features and functionalities of the application.

About this course

Is this course right for me?

This course is ideal for anyone new to Jira Service Management (formerly Jira Service Desk) from the perspective of customers, agents and internal collaborators. No previous experience with Jira is required.

Note: Does not include usage of Insight or OpsGenie.

Objectives and outcomes

By the end of this course, students will have an understanding of basic Atlassian Jira concepts.

They’ll be able to assist customers in raising service requests while using Jira to manage Service Desk queues, SLAs and customer satisfaction levels.


Module Sections

1. Introduction to Jira

  • Issues
  • Requests
  • Projects
  • Workflows

Lab Exercises

1. Access the training environment

2. Explore the interface

Module Sections

1. Overview and introduction to Jira Service Management (formerly Jira Service Desk)

  • Getting help

2. The customer portal

3. Home screen

4. Ticket creation

  • Attachments
  • By email requests

5. Request types

6. My requests

7. Ticket interactions

  • Knowledgebase

Lab Exercises

1. Navigate the customer portal

2. Open a request

3. View a request status

4. Add an attachment

Module Sections

1. The agent view

2. Service Desk queues

  • Overview

3. Ticket activities

  • Raise requests on behalf of a customer
  • Canned responses
  • Ticket appearance
  • Ticket participants

4. Workflow and status

5. Approvals

6. Knowledgebase

Lab Exercises

1. Using the Service Desk queues

2. View your own assigned tickets

3. Respond to a request

4. Action a request

5. View a request status

Module Sections

1. Business projects

2. Software projects

3. Viewing Issues

4. Editing Issues

5. Attachments

Lab Exercises: Creating Issues

1. Log in as a collaborator

2. Clone and move an Issue

3. Edit an Issue

4. Attach a file

Module Sections

1. Searching

2. Advanced searching

3. Filters

Lab Exercises

1. Search for Issues

2. Basics of JQL

3. Save a filter

Module Sections

1. SLAs

2. Service Desk reports

3. Jira reports

4. Dashboards

Lab Exercises

1. Check your performance

2. Run a report

3. Create a dashboard

Module Sections

1. Incident management

2. Service requests

3. Change management

4. Problem management

5. Self-service (Confluence/Statuspage)

6. Asset control

Lab Exercises: Common Uses

Group exercise: Design a workflow that works for you

The instructor is very knowledgeable on the products and it was valuable having the training on-site. The instructor assessed the relevant experience of the class and structured the training based on that experience, which made the class interesting and very useful!

Jim, Northrop Grumman

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