Course Information
Jira Service Management: Administration
Edition: 1
Last updated: Sep 2021
Recommended Learning Path
If you’re new to Jira administration, take my basic and advanced administration courses first. This course builds on those courses and assumes you already know how to configure Jira-specific application settings and all the standard schemes in Jira projects. This course only covers the features that are additionally provided by Jira Service Management for support-type projects.
Course Updates and Related News
- In October 2025, Jira projects will be renamed Jira spaces across all Jira Cloud products (including Jira Service Management and Jira Product Discovery).
- In April 2025, Atlassian changed the name of everything you track in Jira Cloud from issues to work or work items. The naming change is to support Jira Cloud as the place of work for all teams. This change does not apply to Jira Data Center and records in the database are still called issues.
- Third-party apps from the Atlassian Marketplace were once called add-ons and plugins. In April 2025, Atlassian shifted away from calling their tools products to also calling them apps.
- Between March 2025 and July 2025 Atlassian progressively rolled out a new navigation experience to all Cloud users. Read more
- In March 2025, Atlassian renamed Atlassian University to Atlassian Learning. Additionally, the online Atlassian Community is now called Atlassian Community Forums. Both can be accessed from: community.atlassian.com.
- In March 2025, Atlassian announced that their Opsgenie product is being retired. Its features now part of Jira Service Management.
- In May 2024, Atlassian announced that Jira Software and Jira Work Management are combined under the brand name Jira.
- Support for Server products ends on February 15, 2024.
- Atlassian has changed terminology over the years and some applications were renamed. For example:
| Before | After |
| Jira Service Desk (“JSD”) | Jira Service Management (“JSM”) |
| Jira Core | Jira Work Management (“JWM”, Cloud) Jira Core (Server and Data Center) |
| Jira Software | Jira Software (“JSW”) |
| n/a | Jira Product Discovery (“JWM”, Cloud) |
| n/a | Jira Align (Cloud) |
See an error or outdated information? Please report it by emailing errata@jirastrategy.com.
Links
In order of appearance
- Cloud Pricing – https://www.atlassian.com/software/jira/service-management/pricing
- Atlassian ITSM – https://www.atlassian.com/itsm
- Use and create custom fields – https://www.linkedin.com/learning/jira-advanced-administration/use-and-create-custom-fields
- Project Administration Links in Jira Software and Jira Service Management – http://www.jirastrategy.com/link/project-admin-links
- Advanced Features – https://www.linkedin.com/learning/jira-advanced-administration/import-data
- JSM Features – https://www.atlassian.com/software/jira/service-management/features
- Overview of Jira Cloud products – https://support.atlassian.com/jira-service-management-cloud/docs/overview-of-jira-cloud-products/
- Cloud Sandbox – https://support.atlassian.com/organization-administration/docs/manage-product-sandboxes
- Developer Documentation – https://developer.atlassian.com/platform/marketplace/getting-started
- What are Jira Service Management team-managed projects? – https://support.atlassian.com/jira-service-management-cloud/docs/what-are-jira-service-management-next-gen-projects
- JSM Approval Options – https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals
- JSM Approval Queries – https://support.atlassian.com/jira-service-management-cloud/docs/advanced-search-reference-jql-fields
- Getting started with Jira Service Management for agents – https://support.atlassian.com/jira-service-management-cloud/docs/get-started-with-jira-service-management-for-agents
- Using the Permission Helper – https://www.linkedin.com/learning/jira-basic-administration/using-the-permission-helper
- SLA Queries – https://support.atlassian.com/jira-service-management-cloud/docs/advanced-search-reference-jql-fields
- The Ultimate Guide to Jira Migrations – http://www.jirastrategy.com/link/migrate-book
- Atlassian Migration Resources – https://www.atlassian.com/migration/cloud
- Team-managed Experience – https://support.atlassian.com/jira-service-management-cloud/docs/get-the-team-managed-jira-service-management-experience
- 9 Ways to Learn Jira Administration – https://jirastrategy.com/link/ways-to-learn
- Product Documentation – https://confluence.atlassian.com
- Atlassian Support – https://support.atlassian.com
- Atlassian Community – https://community.atlassian.com
- How to Study for Jira Certification – https://jirastrategy.com/link/study
- How to Extend your Jira Certification – https://jirastrategy.com/link/extend
- SLA Troubleshooting – https://confluence.atlassian.com/jirakb/how-to-troubleshoot-slas-in-jira-service-management-785326555.html
- Automation Smart Values – https://support.atlassian.com/jira-software-cloud/docs/what-are-smart-values
- Jira Automation Ideas – http://www.jirastrategy.com/link/automation-ideas
- Automation Playground – https://www.atlassian.com/software/jira/automation-template-library/rules
Features & Downloads
| Exercise files | None |
| Certificate | Yes |
| In-course quiz | Yes |
| In-course challenges and solutions | Yes |