course

Create service projects


duration

45 minutes

role

Jira Service Management Project Admin

level

Intermediate

product

Jira Service Management

Tailor Jira Service Management to your organization’s needs

Make sure Jira Service Management meets the needs of your users by involving them before and during configuration. Then, map your organization’s business requirements to Jira Service Management and implement them using best practices. You’ll also learn how to choose a project template to match your team’s needs, configure requests to track company needs, and configure SLAs.
After this course, you’ll be able to:
  • Discover the business requirements of your organization and configure Jira Service Management accordingly.
  • Describe the differences between company-managed and team-managed projects.
  • Differentiate project types, templates, and shared configurations.
  • Use queues to filter and manage requests.
  • Set up your services and your organization’s service relationships.
  • Troubleshoot common SLA problems.
The availability of features and functionality shown in this course depends on your product subscription. To learn more about Atlassian product subscriptions, visit our FAQs.

6 Lessons in this course

5 minutes
Map business requirements to Jira configurations

By the end of this lesson, you’ll be able to: - Discover business requirements in your organization - Ask stakeholders the right questions - Map business requirements to Jira configurations


Sections
  • Make sure Jira meets the needs of your users
  • Discover and understand business requirements
  • Map requirements to Jira configurations
  • Implement Jira configurations
5 minutes
Compare company-managed projects and team-managed projects in Jira

By the end of this lesson, you'll be able to: - Describe the differences between company-managed and team-managed projects - Identify if a project is company-managed or team-managed - Differentiate what project admins can do in company-managed and team-managed projects


Sections
  • Compare project types in Jira
  • Determine the project type
  • Administer different project types
10 minutes
Choose a project template in Jira

By the end of this lesson, you'll be able to: - Differentiate project types, templates, and shared configurations - Choose a project template that meets your team’s needs


Sections
  • What's a project template?
  • Explore available project templates
  • Create a Jira project from a template
10 minutes
Set up requests and queues

By the end of this lesson, you'll be able to: - Set up request types for your customers in company- and team-managed service projects - Create and manage queues for your service team


Sections
  • Configure request types to track customer needs
  • Map work types to request types
  • Use request type groups
  • Create and manage queues
  • Group queues by priority
5 minutes
Set up your services in Jira Service Management

By the end of this lesson, you'll be able to: - Set up your services - Set up your organization’s service relationships


Sections
  • What is a service?
  • Let’s look at an example!
  • Create a service
10 minutes
Configure SLAs to manage service quality goals

By the end of this lesson, you'll be able to: - Define service level agreement (SLA) - Create, configure, and use out-of-the-box and custom SLAs - Use priority to group SLA goals - Identify common use cases and troubleshooting scenarios


Sections
  • What is an SLA?
  • Utilize SLA management in Jira Service Management
  • Choose the right SLA type for your work
  • Define time zones and working hours with SLA calendars
  • Group SLA goals to increase your overall goal capacity
  • How to troubleshoot SLAs

Community

FAQsForums guidelines
Copyright © 2025 Atlassian
Report a problemPrivacy PolicyTermsSecurityAbout