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      Training description

      This practice-oriented training will guide your team through setting up and managing a service project in Jira Service Management. You will learn how to create a service desk for your customers, configure the customer portal, and perform the essential setup tasks required to run an effective service operation. Hands-on exercises ensure your team gains practical experience with queues, SLAs, knowledge base integration, automation, and project configuration.

      Throughout the course, participants can ask organization-specific questions in real time, ensuring the training directly addresses your environment and goals. The collaborative team format promotes engagement, knowledge retention, and actionable outcomes that extend beyond the live sessions.

      This training is ideal for Jira administrators, service project administrators and managers, team leads, and IT managers responsible for establishing or improving service delivery. No prior courses are required if your team focuses on service project setup, though broader Jira administration experience is beneficial for organization-wide responsibilities.

      Level

      Beginner to advanced

      Duration

      7 hours

      Prerequisites

      Target group

      Everyone who is responsible for setting up a Jira Service Desk project, e.g:

      • Jira administrators
      • Service Desk Administrators
      • Service Desk Managers
      • Team Manager
      • IT Manager

      Contents

      Creating a service desk project
      Setting up request types
      Creating waiting loops
      Creation of Service License Agreements (SLA)
      Linking the service desk with a Confluence knowledge base
      Adding an e-mail account
      Customize the branding of the customer portal and Global Help Desk
      Adding agents, customers and other Jira users
      Create and customize automation rules

      We are an official Atlassian Training Partner

      As an Atlassian Training Partner, catworkx provides hands-on training with practical exercises and best practices to help you master Jira, Confluence, and other Atlassian tools.

      HighRes Training Partner - color on transparent bg - Dec 2025-1

      Public training sessions

      There are currently no public training dates available for this course. No problem! We'd be more than happy to handle your request. If you're interested in this training, please get in touch with us.

      You can also request in-house training, which we will organize for your team individually.