CONFERENCEDate: September 15–19, 2025
Maximum number of participants: 30
Time: Final details will be confirmed shortly
Longevity: 6 hours (can be split into 4 interactive sessions of 1.5 hours each, or 1 full-day training)
Prior knowledge:
- No previous Jira Service Management experience is required;
- Basic computer skills and familiarity with cloud-based applications are sufficient;
- Some exposure to service management or help desk concepts is recommended but not mandatory.
In today’s digital enterprises, IT teams are expected to provide fast, reliable, and transparent support for business operations. Without a structured approach, service requests and incidents often get lost in emails or chats, leading to delays, frustration, and reduced productivity.
IT Service Management (ITSM) provides a framework for delivering IT as a service, ensuring that incidents, requests, and changes are handled in a systematic way. Jira Service Management (JSM) – one of the leading ITSM platforms – makes it possible to put these principles into practice by offering customer portals, SLA tracking, automation, reporting, and AI-powered virtual agents.
This program introduces beginners to ITSM fundamentals and shows how to implement them using Jira Service Management. Through hands-on sessions, participants will learn to set up service desk projects, configure SLAs, automate workflows, and integrate knowledge bases.
The course also builds on skills from the Content Management with Confluence training. While Confluence helps teams create and maintain knowledge bases, Jira Service Management connects this knowledge with practical service processes, enabling organizations to deliver faster support and ensure a seamless self-service experience.
Who will benefit from this program?
This program is designed for professionals and organizations who want to introduce structured IT service practices with Jira Service Management. It will be especially useful for:
- Service Project Managers, Team Managers, and IT Managers who are starting with Jira Service Management and want to set up effective service desk projects;
- ITSM Process Managers seeking to standardize service practices and align them with ITIL/ITSM frameworks;
- Large enterprises and software companies where IT departments handle a high volume of requests, incidents, and changes, requiring a reliable platform to maintain efficiency and transparency.
What will you learn?
The program combines ITSM fundamentals with practical, hands-on use of Jira Service Management. Step by step, you will learn how to:
- Introduction to ITSM and Jira Service Management
Understand the basics of IT Service Management (ITSM) and how Jira Service Management supports enterprise service delivery.
- Service Requests, Incidents, and Change Management
Learn how to handle common IT processes – service requests, incidents, problems, and change requests – with the support of Atlassian Intelligence (AI).
- SLAs, Customer Portal, and Virtual Agent
Configure Service Level Agreements (SLAs), set up the customer portal, and explore AI-powered support through the Atlassian Virtual Agent and integrations with Slack/Teams.
- Assets and Change Enablement
Get introduced to asset management (CMDB) and learn how to link assets to requests and changes for better traceability.
- Automation, JQL, and Reporting
Use automation rules to streamline repetitive tasks, apply JQL filters to organize work, and generate reports and dashboards to measure performance.
- Confluence Integration
Connect Jira Service Management with Confluence to build knowledge bases and standard operating procedures for self-service.
In addition to guided sessions, you will also complete independent tasks such as setting up a practice service desk project in a shared sandbox environment and reviewing key ITIL/ITSM concepts.
What will you gain?
By completing this program, you will gain a solid foundation in IT Service Management and practical experience with Jira Service Management:
Knowledge
- Understanding of ITSM fundamentals and how they are applied in Jira Service Management;
- Familiarity with Atlassian Intelligence (AI) features for automation, virtual agents, and self-service;
- Insight into SLA configuration, queue management, and reporting.
Skills
- Ability to set up request types and manage customer portals;
- Skills in configuring SLAs, tracking performance, and building reports and dashboards;
- Proficiency in creating automation rules for standard service desk tasks.
Competences
- Capacity to maintain a functional Jira Service Management project in a professional environment;
- Confidence in aligning IT services with organizational needs and industry best practices;
- Readiness to integrate Confluence knowledge bases with JSM for a seamless service experience.
This program is not just about learning Jira Service Management as a tool – it is about understanding how to transform IT services into a structured, transparent, and value-driven process. By mastering ITSM principles and their application in JSM, participants will be able to ensure faster resolution of requests, greater customer satisfaction, and improved collaboration between IT and business teams.
A specialist who acquires these skills becomes highly valuable in large enterprises with complex IT departments, as well as in software and technology companies that rely on efficient service delivery. With ITSM knowledge and hands-on JSM practice, you will not only increase your career prospects but also provide immediate impact within your organization
Take the step to strengthen your IT service management expertise and become the professional who brings order, clarity, and efficiency to IT processes. Apply now and gain a competitive advantage in today’s digital workplace!
Investment (EUR): 300+VAT
Lecturer:
Rimantas Andrulevičius – Atlassian Product Specialist with a background in IT and education. Since 2019, he has been helping companies get the most out of Atlassian tools such as Jira and Confluence through support, configuration, and training.
Rimantas has conducted more than 17 large-scale training sessions for technology companies and has trained over 300 professionals in group workshops and individual coaching. His expertise covers Jira, Confluence, Jira Service Management, and related Atlassian solutions, with a strong focus on designing processes and improving collaboration.
He has worked on projects ranging from CMDB solution design for financial institutions to complex Jira Service Management portal setups for telecom companies and test management consultation for international software leaders.
Rimantas is certified in multiple Atlassian tools, including Jira Cloud and Confluence, and is passionate about exploring new AI-driven possibilities within the Atlassian ecosystem, including the emerging agentic AI tool Atlassian Rovo.
*Amendments to Cabinet Regulation No. 529 are in effect, allowing every merchant to receive 100% De Minimis support for training needs, irrespective of the company's size, number of employees, or turnover. (The company is only required to cover VAT – 21% of the training cost.)
Project No. 2.3.1.2.i.0/3/24/I/CFLA/001 “Latvian Companies’ Digital Skills Roadmap” (LUDPC) is implemented in accordance with the EU Recovery and Resilience Plan, Component 2 – Digital Transformation, and the Investment Area “Digital Skills”. The project is funded with the support of the EU Recovery and Resilience Facility. The views expressed are those of the author(s) and do not necessarily reflect the position of the European Union or the European Commission. The EU and the EC are not responsible for them.
