Jira Service Management (JSM) Training in Abu Dhabi

Jira Service Management (JSM) Training in Abu Dhabi, UAE

This course provides a hands-on introduction to Jira Service Management (JSM), Atlassian’s powerful IT Service Management (ITSM) solution.

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Jira Service Management (JSM) Training is a professional training program delivered by ProgNXT in Abu Dhabi, UAE. ProgNXT, a globally recognized corporate training provider in 55+ countries, offers this Jira Service Management (JSM) Training course with hands-on, instructor-led sessions. This course provides a hands-on introduction to Jira Service Management (JSM), Atlassian’s powerful IT Service Management (ITSM)...

Expert Panel

Designed and delivered by the ProgNXT Project Management Expert Panel — a vetted team of industry professionals with 14+ years of hands-on experience in Agile, Scrum, PMP methodologies, Jira, and project delivery tools

ProgNXT Project Management Expert Panel

Course Code: NFC68
7 Hrs
Last Updated: April 2026

Course Rating5/5

This course provides a hands-on introduction to Jira Service Management (JSM), Atlassian’s powerful IT Service Management (ITSM) solution. Participants will learn how to set up, manage, and operate service desks using ITIL-aligned practices. Ideal for IT support teams, project managers, and service desk agents looking to streamline service delivery and improve responsiveness.

Welcome to the official Jira Service Management (JSM) Training certification program in Abu Dhabi, UAE. This comprehensive training is designed to elevate your professional skills and provide you with practical, industry-relevant knowledge locally. As a globally recognized corporate training provider operating in 55+ countries, ProgNXT ensures that our curriculum meets the highest standards of excellence.

Whether you are looking to upskill your team or advance your personal career, our expert-led sessions will guide you through the core concepts of this domain. Upon successful completion of the 7 Hrs program, participants will receive a globally accepted certification, demonstrating their proficiency and readiness to tackle complex challenges in the field.

Familiarity with basic Jira concepts
No prior experience in Jira Service Management required

Create and manage Jira Service Management projects
Configure SLAs and automate request handling
Track service performance and resolve incidents
Customize service portals for better user experience
Apply ITSM best practices using Jira

Understanding of ITSM fundamentals
Service project setup in Jira Service Management
Incident, request, and change management workflows
SLA configuration and automation
Queue and portal management
Agent and customer experience optimization

Jira Service Management project and request types
ITSM practices: Incident, Request, Change
SLAs, automation, and queues
Portal customization and user roles

ProgNXT Certification will be awarded upon successful completion of the training and evaluation.

Jira Service Management Essentials

Introduction to Jira Service Management

What is JSM and how it supports ITSM
Key concepts: Queues, Requests, SLAs, Agents, Customers

Setting Up a Service Project

Creating a service desk
Request types (Incident, Service Request, Change, Problem)
Customer portal configuration

SLAs and Automation

Creating SLA metrics
Automation rules for ticket assignment and escalation

Managing Queues and Workflows

Configuring request queues
Workflow customization
Assigning and resolving tickets

Reporting and Performance Tracking

SLA performance reports
Customer satisfaction metrics

Hands-On Lab

Participants will receive course materials, slides, reference materials, exercises and access to resources for further learning.

Participants will be evaluated based on:

Daily quizzes, mock questions and query resolution. Participation in hands-on exercises and labs. Performance in the final review and hands-on exercises will be evaluated. ProgNXT Certificate of Completion will be awarded to participants who complete the course and pass the evaluations.

Jira Service Management (JSM) Training Events in abu-dhabi

Online Events

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More Upcoming Session Dates

November 2026

🌐 Online Instructor-Led

2nd Nov 2026→2nd Nov 2026

📍 Abu Dhabi, UAE

5th Nov 2026→5th Nov 2026

🌐 Online Instructor-Led

18th Nov 2026→18th Nov 2026

📍 Abu Dhabi, UAE

28th Nov 2026→28th Nov 2026

December 2026

📍 Abu Dhabi, UAE

2nd Dec 2026→2nd Dec 2026

🌐 Online Instructor-Led

11th Dec 2026→11th Dec 2026

📍 Abu Dhabi, UAE

18th Dec 2026→18th Dec 2026

🌐 Online Instructor-Led

19th Dec 2026→19th Dec 2026

Events for other courses in Abu Dhabi, UAE

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Jira Service Management (JSM) Training in Abu Dhabi