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Atlassian Training

Service Request Management Essentials

Half Day
Enroll Your Team

In this course, you will learn: 

  • How to set up a knowledge base for customer self-service
  • How to automate common tasks to streamline the request process
  • Best practices to reduce requests and improve your request process

Jira Service Management training to improve your customer service, streamline your request process, and overall reduce service requests

Get experience with how to set up and configure Jira Service Management for the ITSM practice of service request management. Learn to create a self-service knowledge base, automate common tasks, and how best practices can improve your service request management process.

This course covers both IT and business use cases, incorporating enterprise service management practices. During this course you’ll learn how to use Jira Service Management with Assets for asset management and Confluence for knowledge management. You’ll also learn how to create and interpret Jira Service Management reports to gain insights for improving your process.

Experiment without breaking anything

All instructor-led team training (Team Virtual and Team On-site only) includes access to Atlassian University’s unique hands-on labs — a safe, sandbox environment to learn the tools by using them. So you can reinforce your team's training with some muscle memory. You can continue to access labs for 24 hours after classroom time with your instructor.

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

Before taking this course we suggest you should be familiar with the topics covered in Managing Jira Service Projects like queues, request types, SLAs, automation, and the customer portal.


  1. Course Overview (2 minutes)
  2. Introduction to Service Request Management (15m)
  3. Setting Up a Knowledge Base for Self-Service (19m)
  4. Automating Service Requests (14m)
  5. Automating Asset Management (12m)
  6. Best Practices for Service Request Management (19m)

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.

Enroll Your Team and Get a Price

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