Introduction of the Course

The Jira Service Management Corporate Training from Netskill provides an in-depth understanding of how to design, deploy, and optimize IT Service Management (ITSM) workflows using Atlassian’s JSM platform.

Participants learn to configure service portals, request queues, SLAs, automation rules, and knowledge bases, aligning IT services with business goals. The course also covers incident, problem, and change management following ITIL best practices — enabling teams to deliver reliable, high-quality services.

All modules are available on the Netskill LMS, featuring interactive learning, practical exercises, gamified challenges, and certification for a complete enterprise learning experience.

Courses: Instructor-Led, In-Person, or Self-Paced

Instructor-Led Online Training

Live expert-led sessions focusing on Jira Service Management configuration, workflow optimization, and ITSM automation, with live Q&A and guided labs.

In-Person Corporate Training

On-site sessions tailored to your organization’s IT service model, with collaborative exercises and customized ITSM use cases.

Self-Paced Learning (via Netskill LMS)

Comprehensive, flexible modules accessible anytime, including video tutorials, real-world labs, quizzes, and case-based projects for self-paced mastery.

All learning modes feature:

• Realistic ITSM scenario labs
• Gamified progress tracking and leaderboards
• Certification upon completion

Target Audience for Corporate Jira Service Management Courses

This training is ideal for:

• IT Service Desk Managers and Agents
• Jira Administrators and ITSM Consultants
• Incident and Change Managers
• IT Operations and Support Engineers
• Enterprise Service Delivery Professionals

What Are the Modules Covered

Module 1: Introduction to Jira Service Management (JSM)

• Overview of Jira Service Management and ITSM concepts
• Understanding projects, request types, and customer portals
• Aligning Jira Service Management with ITIL 4

Module 2: Service Desk Setup and Configuration

• Creating service projects and request queues
• Customizing forms, fields, and request types
• Managing agents, users, and permissions

Module 3: ITSM Process Management

• Incident Management: Streamline issue triage and resolution
• Problem Management: Root cause identification and knowledge linking
• Change Management: Implementing controlled change workflows
• Service Request Management: Automation and SLA-based delivery

Module 4: SLAs, Queues, and Automation

• Defining and managing service-level agreements
• Configuring queues and escalation paths
• Building automation rules for repetitive tasks and notifications

Module 5: Knowledge Base and Self-Service Portals

• Integrating Jira Service Management with Confluence
• Building a knowledge base for self-service
• Enhancing customer satisfaction through intelligent portals

Module 6: Integrations and Reporting

• Integrating JSM with Jira Software, Opsgenie, and Insight (CMDB)
• Using reporting dashboards and custom metrics
• Managing assets and configuration items within ITSM

Module 7: Governance and Security Best Practices

• Role-based access control and permission schemes
• Data governance and audit practices
• Managing compliance within ITSM workflows

Module 8: Advanced ITSM and Automation

• Automating workflows with conditional logic
• Linking incidents to problems and changes
• Monitoring SLAs with advanced analytics

Module 9: Capstone Project & Certification

• Design a full-fledged ITSM project in Jira Service Management
• Configure SLAs, portals, and automation rules
• Earn Netskill Certified Jira Service Management Professional credential

Importance of Jira Service Management Training

Jira Service Management empowers IT teams to deliver faster, more reliable services through automation and visibility. This training helps organizations:

• Improve incident response and SLA performance
• Enhance customer and employee satisfaction
• Automate repetitive ITSM workflows
• Integrate IT operations with development and business teams
• Strengthen governance and service analytics

Training Skills and Competencies for Employees

By the end of this training, participants will be able to:

• Configure Jira Service Management projects and portals
• Implement ITIL-based processes for service delivery
• Manage automation, SLAs, and service queues
• Integrate JSM with other Atlassian tools and CMDBs
• Design scalable ITSM governance frameworks

Netskill Approach to Jira Service Management Training

Netskill’s methodology focuses on hands-on ITSM simulation and gamified learning to ensure deep practical expertise.

Our unique approach includes:

• Real-world ITIL-based case studies
• Interactive labs with live Jira Service Management environments
• Gamified LMS learning with quizzes and leaderboards
• Expert-led guidance by Atlassian Certified ITSM professionals
• Lifetime access to course materials via Netskill LMS

Why Choose Netskill as Your Jira Service Management Training Partner?

• Delivered by Atlassian-Certified ITSM Experts
• Fully aligned with ITIL 4 and Agile Service Management practices
• Hands-on labs and simulations for real project experience
• Gamified, LMS-based learning with interactive assessments
• Flexible delivery: Online, In-Person, or Self-Paced
• Includes Netskill ITSM Certification validating enterprise readiness

With Netskill, your teams gain the skills to transform IT operations into a proactive, automated, and value-driven service organization using Jira Service Management.