Jira Service Management trainingActonic – Unfolding your potential
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Jira Service Management Training

Unfold the full potential of your service team!

Jira Service Management (formerly Jira Service Desk) by Atlassian is an IT service management and enterprise service management platform that enables you to configure your customer service or service for internal employees central and effectively.

We, as an Atlassian partner, have many years of experience with Atlassian products and are therefore your perfect partner for an introduction into the Jira Service Management user interface. You will be able to apply various ways of using the service management tool and customize it to the needs of your company.

Jira Service Management Training

Happy customers

Anton Preiss

Director Mobility, Human Solutions GmbH

“In-depth expert knowledge: In the Actonic’s Jira Service Management training, we were able to gather valuable tips on how to use the ticket system to successfully manage our customer requests. The structure of the training was very entertaining and goal-oriented thanks to varied exercises in between. Thank you very much for this good training!”

Marcel Wegner

IT Engineer Service Management

“As a developer and admin in DevOps and agile development, I was looking for automations to optimize our workflows. In an excellent one-to-one training session, Jira and JSM were explained to me in exceptional detail, just as I had requested. Actonic also clarified specific questions without further ado. I especially liked that a qualified developer spontaneously had time to explain something to me about the Rest API on a particularly high technical level. Impressive performance, Actonic. Thank you very much!”

Training content

Topic & target group Content Duration
Jira Service Management Basics for Users & Admins
  • How does the structure and interface of Jira Service Management looks like and how to use it?

  • How are customer requests created?

  • What overviews of customer queries are available?

  • What are the options for query processing by service staff?

  • Application of the following functions:

    • Creation of queues

    • Comments and their special features

    • Integration of the Confluence Knowledge Base

    • Creating and managing customers and organizations

  • How are approvals/releases structured?

  • How can processes be automated?

1 day for example 2x4h
Jira Service Management for Jira Admins
  • Roles in Jira Service Management

  • Create request types for a customer portal

  • Define processes

  • Customize Jira Service Management for your application area

  • Automations and automation options

1 day for example 2x4h
Jira Service Management in Insight for Jira Admins
  • Roles in Jira Service Management

  • Create request types for a customer portal

  • Define processes

  • Customize Jira Service Management for your application area

  • Automations and automation options

  • Issues and their settings

  • How to use settings

  • Project area in detail

  • User management

  • Information about troubleshooting

  • Introduction and setting up Jira Service Management Insight for your specific use case

1.5 days for example 3x4h
Jira Service Management Insight
  • Introduction and setup of Jira Service Management Insight for your use case

  • Concepts (objects, object schemas, connections)

  • Creating and managing assets

  • Insight Query Language

  • Interaction between services and Insight

½ day for example 1x4h
  • Introduction to OpsGenie

  • Assistance with configuration for your use case

  • Differences between ‘Event’, ‘Incident’ and ‘Alert’

  • OpsGenie Services

  • Connection between Jira Service Management and OpsGenie

½ day for example 1x4h

Our recommendation: Optimize your workflow and combine Jira Service Management, Insight and OpsGenie trainings.

Jira Service Management by Atlassian is a service software that helps you to structure your customer support in an effective and central way. Your customers can fill in a support form in the ticket system and notify you thereby about their support needs. Based on this support request, your support team can processes the request afterwards. Furthermore, the portal provides the chance to amplify collaborations in your service team and incorporate other departments like the development team in the service process.

Jira Service Management is designed for all IT and service teams looking to improve their workflow. Prior Jira knowledge is required.

You decide: You can book an online training, invite us to your office or visit us in our office in Stuttgart.

Our Jira Service Management training normally takes up around 90 minutes. But we are flexible: If it is needed, we will provide you a longer training based on your needs.

The training can be held in English or German.

Every training is held by one of our consultants. They are certified Atlassian experts, with great experience from working on multiple customer projects.

Our training courses are designed to deliver knowledge in a structured and efficient manner to provide a consistent training experience for all participants.

You can always contact us via mail or the contact form below so that we can create an individual training plan with you.


Yes, all our training courses can also be conducted online. Please do not hesitate to contact us. Otherwise, our consultants will be happy to come to your company and train on-site.

Why to train with Actonic?

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Unfold the full potential of your service team and book a Jira Service Management training now!