This two-part training series equips participants with the skills required to effectively administer and optimize Jira Service Management (JSM) service spaces. Learners will gain a solid understanding of Jira Service Management concepts, roles, and responsibilities, and learn how to set up and configure new service spaces to support business and IT service teams. The course covers the management of agents, collaborators, and customer organizations, enabling administrators to establish the right access model and foster efficient collaboration between service teams and stakeholders.
Building on these fundamentals, participants will learn how to design and configure service request experiences that meet both customer and business requirements. The training covers the creation and management of request types, allowing teams to capture the information needed to process requests efficiently. Learners will also configure queues to help agents triage, prioritize, and manage incoming work, ensuring transparency and effective workload management.
In addition, the course explores service performance management through the configuration, customization, and monitoring of Service Level Agreements (SLAs). Participants will learn how to define service expectations, measure performance against targets, and use SLA metrics to drive continuous improvement. The training also covers the setup of request channels, including email and other customer-facing intake methods, as well as common troubleshooting techniques for email-based request processing.
To enhance the customer experience, learners will discover how to customize and test customer notifications, ensuring clear and consistent communication throughout the service lifecycle. By the end of the training, participants will be able to confidently administer Jira Service Management service spaces, optimize service delivery processes, support operational excellence, and provide a seamless experience for both agents and customers.
