Atlassian Service Request Management Essentials

Learn how to configure, manage, and optimize service projects to efficiently handle customer requests. Discover best practices for automating workflows, improving visibility, and delivering faster, more consistent support.

Overview

The Atlassian Service Request Management Essentials course provides a comprehensive, hands-on introduction to managing service delivery using Jira Service Management. Participants will learn how to create and configure service projects, handle customer requests efficiently, and enhance self-service through a connected knowledge base. The course also explores automation techniques to streamline common workflows, integrate asset management, and measure service performance through built-in reports and dashboards. By the end of the training, learners will be equipped to design and maintain scalable service management processes that improve team productivity and customer satisfaction.

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Full course details

Course outline

Module 1: Course Overview

Introduction to the Course

    • Purpose, goals, and expected outcomes.
    • Overview of Jira Service Management capabilities.
    • Explanation of how Service Request Management fits within ITSM practices.

Learning Objectives

    • Create and manage service projects.
    • Set up a self-service knowledge base.
    • Automate common service processes and asset management.
    • Measure and improve service performance through reporting.

Module 2: Introduction to Service Request Management

Lab 2: Introduction to Service Request Management

Understanding Service Request Management

    • Role of request management in ITSM.
    • Request types, queues, and customer portals.
    • Project templates and configuration overview.

Creating and Managing a Service Project

    • Setting up a new service project using templates.
    • Navigating the project sidebar (Queues, Channels, and Settings).
  • Understanding company-managed project structure.
    • Exercise 1: Create a Service Project
    • Create a new HR Service Management project.
    • Verify project settings and queues.

Handling Service Requests

    • Submitting and viewing requests via the portal.
    • Understanding request lifecycle and status transitions.
  • Agent vs. customer perspective.
    • Exercise 2: Create and View a Service Request
    • Submit a request in the customer portal.
    • Assign and resolve a request as an agent.
    • Explore queues and workflow visualization.

Module 3: Setting Up a Knowledge Base for Self-Service

Lab 3: Knowledge Base Setup and Configuration

Creating and Organizing Content

    • Linking a Confluence knowledge base.
    • Writing and labeling knowledge articles.
  • Creating categories and featured content.
    • Exercise 1: Create and Organize Knowledge Base Content
      • Create Confluence space and add help articles.
      • Apply labels and macros (Filter by label).
      • Organize articles by category (e.g., Benefits, Expenses).

Verifying Knowledge Base Integration

    • Customer experience in the Help Center.
  • Article suggestion and search functionality.
    • Exercise 2: Verify the Knowledge Base
      • Test article visibility from portal and agent views.
      • Share an article as a comment in a request.

Configuring Knowledge Base Settings

    • Linking multiple spaces and managing permissions.
    • Controlling article suggestions by request type.
  • Label-based filtering for relevant results.
    • Exercise 3: Configure Knowledge Base
      • Add new space (HR Policies).
      • Adjust article suggestion and visibility rules.

Running Knowledge Base Reports

    • Measuring request deflection and resolution rates.
  • Interpreting report metrics for optimization.
    • Exercise 4: Run Reports
      • Run “Requests Deflected” and “Requests Resolved” reports.
      • Review article engagement data.

(Optional) Exercise 5: Make Knowledge Base Public

    • Configure Confluence and Jira for public access.
    • Test anonymous access and customer portal visibility.

Module 4: Automating Service Requests

Lab 4: Create and Manage Automation Rules

Introduction to Automation

    • Benefits of automation in service delivery.
    • Triggers, conditions, and actions in Jira automation.

Automating Onboarding Processes

    • Creating rules for cross-department collaboration.
  • Linking service projects and automating task creation.
    • Exercise 1: Automate New Employee Onboarding
      • Create automation that generates IT requests from HR submissions.
      • Validate through linked issue creation.

Monitoring and Troubleshooting Automation

    • Using the audit log to verify rule execution.
  • Debugging failed automation runs.
    • Exercise 2: View the Audit Log

Module 5: Automating Asset Management

Lab 5: Asset Management and Automation

Exploring Assets in Jira

    • Understanding Assets schemas and object types.
  • Linking people, devices, and departments.
    • Exercise 1: View Assets
      • Explore People schema and object graph relationships.

Creating Custom Asset Fields

    • Configuring Asset object fields with filters.
  • Linking assets to request types.
    • Exercise 2: Create Asset Field and Request Type
      • Add “Affected Laptop(s)” field to service request form.

Automating Asset Updates

    • Auto-populating asset fields based on reporter or request type.
  • Setting status or updating asset attributes.
  • Exercise 3: Create Rule to Populate Asset Data
    • (Optional) Exercise 4: Create Rule to Update Asset Status

Module 6: Improving and Reporting on Service Request Management

Lab 6: Reporting and Continuous Improvement

Running Default Reports

    • Key service metrics: workload, satisfaction, and deflection.
  • Using Reports to measure team and customer experience.
    • Exercise 1: Run Default Reports
      • Run Workload, Satisfaction, Requests Deflected, and Requests Resolved reports.

Creating and Editing Custom Reports

    • Tailoring Created vs. Resolved reports.
    • Filtering data for service request types.

      Exercise 2: Run and Edit Custom Reports

 

Building Advanced Reports

    • Tracking SLA performance and response rates.
    • Custom visualizations for management review.

                             Exercise 3: Create a New Custom Report

      • Add Time to First Response % Met and Time to Resolution % Met metrics.
Audience / prerequisites

This course is for Jira Service Management users, service project administrators, IT support teams, and HR/operations staff responsible for managing and improving service delivery.

In this class you will learn how to

By the end of this course, you will be able to:

  • Create and manage service projects in Jira Service Management, including configuring request types, queues, and customer portals.
  • Design and publish a knowledge base in Confluence to enable customer self-service and reduce incoming requests.
  • Automate common service processes such as employee onboarding, approvals, and request routing to improve efficiency.
  • Integrate and manage assets within Jira Service Management to track resources, link requests, and automate updates.
  • Generate and interpret service performance reports to monitor key metrics like workload, satisfaction, and request deflection.
  • Collaborate across teams by linking projects, sharing dashboards, and aligning service delivery with organizational goals.
  • Apply best practices in request management, automation, and reporting to continuously improve the customer experience.

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