Managing Jira Service Projects (JSM)

Learn to create and manage service projects in Jira Service Management with hands-on guidance, real-time Q&A, and collaborative team learning—no prior experience required for project-level setup.

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Standard Delivery: 8 hours of instruction

$695 (USD)*

GSA: $507.35 USD*

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Live, Online Training

Mar 24th - 24th , 2026
9:00 AM - 5:00 PM

private group training

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Overview

An expert instructor will teach your team how to set up and manage a service desk.

Your team will learn how to create a service desk for your customers and how to manage a service project using Jira Service Management. Your team will get hands-on experience performing the most crucial configuration tasks involved in setting up your service project and customer portal.

Throughout the course, your team will be able to ask organization-specific questions in real-time and get the answers they need. The team learning environment delivers engagement, retention, and collaboration, extending the benefits of an instructor-led course beyond instruction time.

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Course outline

Course Introduction

Course Goals and Learning Objectives
Prerequisites and Success Guidelines
Course Schedule and Structure
Lab 1 – Logging into your site

Creating a Service Project

Overview of Jira Service Management
Service Project Use Cases (IT, HR, Internal Teams)
Jira Roles and Responsibilities (Admins, Agents, Customers)
Creating and Configuring a Service Project
Lab 2 – Creating a Service Project

Requests and Queues

Setting Up and Customizing Request Types
Forms and Field Customization
Customizing Workflow Statuses
Creating and Managing Queues
Best Practices for Portal Usability
Exercise 1 – Setting Up Request Types
Exercise 2 – Creating & Managing Queues
Lab 3 – Requests & Queues

Configuring SLAs

SLA Components (Metrics, Goals, Timeframes)
Preconfigured and Custom SLA Examples
SLA Calendars and Global Support Models
Monitoring SLAs with Reports, JQL, and Dashboards
Exercise 1 – Configuring SLAs
Exercise 2 – Creating an SLA Monitoring Dashboard
Lab 4 – Configuring SLAs

Using a Knowledge Base

Benefits of a Knowledge Base for Customers and Agents
Integrating Confluence with Jira
Configuring Article Suggestions and Access
Creating and Sharing Knowledge Base Articles
Exercise 1 – Using a Knowledge Base
Lab 5 – Using a Knowledge Base

Customizing Email Channel & Customer Portal

Setting Up and Customizing the Email Channel
Customizing Notifications and Request Type Mapping
Branding the Customer Portal
Branding the Global Help Center
Exercise 1 – Branding Your Customer Portal
Optional Exercise 2 – Branding Your Help Center
Optional Exercise 3 – Changing Your Project Logo
Lab 6 – Branding Your Customer Portal

Adding Users to Your Service Project

Adding and Managing Agents
Adding Customers and Customer Organizations
Configuring Customer Permissions
Involving Jira Users in the Workflow
Exercise 1 – Adding Users to Your Service Project
Exercise 2 – Adding Customers to Your Service Project
Lab 7 – Adding Users to Your Service Project

Automating Your Service Project

Overview of Jira Automation and Its Benefits
Building Automation Rules (Triggers, Conditions, Actions)
Using Smart Values and Rule Testing
Jira Service Management Template Rules and Advanced Triggers
Exercise 1 – View Jira Service Management Automation
Exercise 2 – Create a New Jira Service Management Automation Rule
Exercise 3 – Setting Up a New Preset Automation Rule
Exercise 4 – Troubleshooting Automation Rules & SLAs
Lab 8 – Automating Your Service Project

Audience / prerequisites

This course is designed for anyone setting up a Jira service project in Jira Service Management including:

Jira administrators
Service project administrators
Service project managers
team managers
IT managers.

In this class you will learn how to

After this course, your team will be able to:

Configure and brand your customer portal
Create queues and SLAs for your service team
Use a linked knowledge base
Add participants to your service project
Automate common tasks
Create and administer service projects

Credits/Exam

The Managing Jira Service Projects for Cloud Certification is for Jira Service Management project admins who want to prove their expertise in configuring company-managed service projects.

When you earn a certification in Managing Jira Service Projects for Cloud, you demonstrate that you:

Manage and configure company-managed projects
Manage project role membership, customer permissions, and customer organizations
Enable features based on business requirements
Create and configure request types and forms, queues, SLAs, automation rules, and customer notifications
Configure on-call schedules, escalation policies, and alerts
Use object schemas, object types, objects, and attributes
Create and configure virtual agents
Create custom reports and dashboards