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Atlassian Service Request Management Essentials Live Team Training

Improve customer service, streamline your request process, and reduce service requests at your organization

Your team will learn how to set up and configure Jira Service Management for the ITSM practice of service request management in this expert instructor-led course.

After taking this course, your team will be able to:

  • Set up a knowledge base for customer self-service

  • Automate common tasks to streamline the request process

  • Use best practices to reduce requests and improve your request process

About this course

Give your whole team the knowledge to create a self-service knowledge base, automate common tasks, and use best practices to improve your service request management process.

Your team will gain hands-on experience using Jira Service Management, including Assets for asset management — along with Confluence for knowledge management. They’ll also learn how to create and interpret Jira Service Management reports to gain insights for improving the process.

Your team will experience both IT and business use cases, incorporating enterprise service management practices.

This course is designed for service project Cloud administrators, Jira Cloud administrators, and members of service teams such as IT support managers, technical leads, customer service managers, and help desk managers.

Before taking this course we suggest that your team is already familiar with the topics covered in Managing Jira Service Projects like queues, request types, SLAs, automation, and the customer portal.

Designed to accelerate your team’s performance
Team training for this course helps you bring 15 team members team up-to-speed at once.
Expert live instructor
We coordinate and match you with an Atlassian Authorized Solution Partner.
Flexible location
Learn either on-site at your office or through a virtual live online class.
Exclusive hands-on practice
Each team member gets a safe sandbox environment using hands-on labs.
For your team only
Ask organization-specific questions and train in a social environment.

Lessons include

  • Course Overview

  • Introduction to Service Request Management

  • Setting Up a Knowledge Base for Self-Service

  • Automating Service Requests

  • Automating Asset Management

  • Best Practices for Service Request Management

Materials in this course refer to ‘Assets’ previous brand name, ‘Insight’. Not to worry! Nothing else has changed besides the name. All functionality is the same as before. So you’ll get just as much learning out of this course.

Questions about team training

How does my team training get scheduled?
Once you purchase a team training course, our delivery team will match your preferred date and time with an Atlassian Authorized Training Partner instructor.

How many attendees are in a class?
All team training has a limit of 15 attendees.

How much does team training cost?
Team training on-site: $7,500. Team training virtual: $3,000.

What if I need to cancel?
You can cancel or reschedule up to 3 business days before the class start date. See our refund policy here.

What payment do you accept?
Most major credit cards, bank transfer, and Atlassian University Training Credits (which have a 20% bulk purchase discount).

How can I get more details about how Atlassian University delivers team training?
Learn more about team training here (scroll to the Team Training section) →

Improve customer service, streamline your request process, and reduce service requests at your organization
Dedicated expert instructor
Social learning environment
Exclusive hands-on labs access
Flexible on-site or virtual training
Up to 15 team members
Ability to ask organization-specific questions