Training

Hands-on training via live or recorded instructor-led classes and self-paced tutorials.

By Product

By Learning Path

Train by product

Learn about each Atlassian product and get practical experience with classes for JIRA Software, Confluence, and Dev Tools.

Use JIRA Software to plan, track, release, and report on software development projects.

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Use Confluence to organize projects, create product requirements and knowledge base articles, and discuss work in one place.

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The Atlassian toolset for agile developers includes JIRA Software, Confluence, Bamboo, and Bitbucket working in concert.

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Use JIRA Service Desk to set up and run service desks for IT support and customer service.

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Train by learning path

Based on your specific role, we've created learning paths. These are our suggestions of classes to take and the order in which to take them.

JIRA Admin

This training path is intended for administrators of company instances of JIRA Software or JIRA Service Desk.
 

 

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Dev Manager

This training path is designed for a development manager, development team lead, or product owner to plan, track, release, and report on software development projects.

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Developer

This training path is aimed at developers. In addition to the Dev Manager training, this path includes the Dev Tools products to develop and deploy code.

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Confluence user

This training path is intended for Confluence users. It’s also helpful for JIRA users to learn how to use Confluence in concert with JIRA products.

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Back to Summary

Courses

Individuals can opt for recorded or live online classes, while companies can purchase private team training, scheduled at their convenience online or onsite.

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JIRA Essentials (applicable to JIRA Software and JIRA Core)

3.5 hours $300 individual (recorded) | $500 individual (live-online) | $3000 per team

In this course, attendees learn how JIRA is organized and gain hands-on experience working with the JIRA application by performing the most common tasks. Attendees work through real-life scenarios using a preconfigured instance of JIRA. By logging in to JIRA as users with various job roles and JIRA roles, attendees gain an understanding of who typically performs which tasks and why. After attending this course, attendees will learn the basics of managing and tracking team issues and projects. They will return to their jobs with increased confidence and a better command of often-used JIRA features.

Level

Introductory

Format

  • 3.5 hour live online classroom session (web conference + hands-on exercises). Public schedule.
  • Recorded course also available.

Who should attend?

This course is designed for novice or new JIRA users, product managers, project administrators, JIRA application admins, and system admins. JIRA experience or issue tracking systems is not required. This class is a prerequisite for all other JIRA courses.

High Level Topics

  1. What is JIRA?
  2. JIRA roles
  3. Navigating JIRA
  4. Issues Hierarchy
  5. Managing Issues
  6. Workflow Concepts
  7. Version management

Course Objectives

After attending this course, attendees should be able to:

  • Create a JIRA issue and progress it through the workflow
  • Monitor the issue status as it flows through the workflow using search
  • Describe how issues are categorized in JIRA
  • Save a search to simplify status requests
  • Modify existing issues, changing priority and assignees
  • Update multiple issues in one operation to align with changing business requirements
  • Use versions to coordinate a product release
  • Communicate progress of project tasks using the JIRA dashboard. 
Buy

Getting Started with JIRA Software (for dev teams)

3.5 hours $300 individual (recorded) | $500 individual (live-online) | $3000 per team

This course teaches the basics of using JIRA Software to facilitate and manage agile software development projects. It covers the main tasks performed by the product owner, the scrum master, and the development team. Topics include an overview of the Agile Scrum development process, as well as a solid introduction to creating and configuring a Scrum board, managing the backlog, planning and creating a sprint, and running the active sprint. It also provides an overview of the reporting capabilities of JIRA Software.

Level

Introductory

Format

  • 3.5 hour live online classroom session (web conference + hands-on exercises). Public schedule. .
  • Recorded course also available.

 

 

 

Who should attend?

Agile developers, agile coaches, scrum masters, team leads, project managers, product owners.  Anyone who uses JIRA Software to manage Agile development 

Suggested prerequisites

  • JIRA Essentials or equivalent experience using JIRA
  • You should have a basic understanding of JIRA Software, including creating and transitioning issues, creating and editing basic JQL queries
  • You should have a practical knowledge of the Agile process and Scrum

High Level Topics/ Objectives

  • Scrum in JIRA Software
  • Objective: Describe the Scrum software development process and how it's implemented in JIRA Software
  • Creating an Agile Board
  • Objective: Create an Agile Scrum board and perform general configuration of the board.
  • Managing the Backlog
  • Objective: Groom the backlog and plan the sprint.
  • Objective: Prioritize issues and group them into epics and versions.
  • Objective: Estimate stories and create a sprint backlog.
  • Active Sprints
  • Objective: Configure the board to add columns, swimlanes, and quick filters.
  • Objective: Map statuses to columns, transition stories across the board to "Done".
  • Reports
  • Objective: Identify and use appropriately the 3 most common reports for Scrum development.
Buy

Getting More from JIRA Software (for dev teams)

7 Hours $700 per seat | $4500 per team

Note: This course is not yet available in Recorded format, but we plan to have it ready in early December. You may purchase it now if you wish, and we'll contact you when it's available. 

This course focuses on the Agile project team. Project Managers and Product Owners learn how to turn customer feedback into a well organized backlog and how to ensure that estimation statistics are giving them the information they need. Scrum masters and board admins learn how to configure boards to meet all project requirements, regardless of the complexity of the project. Developers learn how to use and log time against sub-tasks. The entire team experiences the benefits of JIRA Software's integration with development and collaboration tools, for the purpose of monitoring sprints and planning releases. They also learn how to maximize JIRA's reporting capabilities.

Level

Intermediate

Format

7 hour live online classroom session (web conference plus hands-on exercises). Public schedule.

Who should attend

JIRA project managers, product owners, scum masters, and dev team members who want to know how to get the most out of their agile development using JIRA Software.

Suggested Prerequisites

Getting Started with JIRA Agile/Software (or equivalent experience)

Basic working knowledge of JIRA Software

High Level Topics

  • Projects and project teams
  • Backlog management
  • Sprint planning
  • Estimation
  • Running the sprint
  • Release management
  • Reporting

Course Objectives

After attending this course, attendees should be able to resolve the following business scenarios within JIRA Agile:

  • Given a configuration change, identify the person/role who can perform this
  • Turn issues from your feedback loop into a well organized, prioritized backlog
  • Articulate what the filter query must do to give you the issues you need on your board
  • Articulate the requirements for a filter query and workflow needed for your team's Scrum board
  • Configure your board with working days
  • Set estimation tracking statistics to meet your requirements
  • Use, and log time to subtasks
  • Explain what a "scrum of scrums" is and who would use it
  • Describe the purpose and benefit of the Release Hub
  • Be able to analyze reports and glean information from them that can be fed back into sprint planning to improve efficiency
  • Implement dashboards that enable members of the project team to recognize problems and address them in a timely manner
Buy

JIRA Reporting and Dashboards (applicable to JIRA Software)

3.5 Hours $300 individual (recorded) | $500 per seat | $3000 per team

This course is for those who are new to JIRA dashboards and reports. You'll learn how to use JIRA's out-of-the box reporting and dashboard capabilities to view and assess progress and bottlenecks within projects. In hands-on exercises, you'll create and configure a project dashboard and learn how to configure dashboard gadgets. You’ll also learn how to read JIRA Agile reports, configure a wallboard, and create a multi-project dashboard. The course discusses dashboard best practices and pitfalls and how to ensure your reporting reflects the right metrics at the right time. This course should put you on the path to using one of JIRA's core strengths: displaying project status visually on fully customizable dashboards

Level

Introductory 

Format

  • 3.5 hour live online classroom session (web conference + hands-on exercises). Public schedule. Also available as Recorded.
  • Recorded course also available.

Who should attend?

Agile project managers, scrum masters, technical managers, JIRA system administrators, or anyone looking to learn more about JIRA dashboards and reporting

Suggested prerequisites

Familiarity with JIRA Agile, JIRA Query Language (JQL), and basic JIRA functionality

High Level Topics

  1. Overview of each of the major JIRA and JIRA agile reports - the purpose of each, how to use, how to read and interpret the data
  2. How to create a dashboard and populate it with gadgets
  3. How to create a dashboard that tracks multiple projects
  4. How to configure gadgets so they display data as you need
  5. How to create and use a wallboard

Course Objectives

After attending this course, attendees should be able to:

  • Identify and describe the purpose of the most commonly used reports in JIRA and JIRA Agile
  • Create a dashboard, populate it with gadgets and configure the gadgets 
  • Read and interpret JIRA and JIRA Agile reports 
  • Create and use a wallboard 
  • Create a dashboard that tracks multiple projects
Buy

JIRA/Confluence Integration (applicable to JIRA Software)

3.5 Hours $300 individual (recorded) | $500 per seat | $3000 per team

In this course, attendees learn how to use JIRA and Confluence together in ways that enable teams to manage projects seamlessly across the two applications. Learn to use Confluence to define product requirements, create JIRA epics, stories, and issues and link them directly to the product requirements without ever leaving Confluence. Learn how to use JIRA reporting to create dashboards that keep your team informed on project progress and status. The course is based on a scenario which demonstrates how to manage a project, from inception to completion of a sprint, using JIRA, JIRA Agile and Confluence (Agile experience is not necessary). Note that this course is not about integrating Confluence and JIRA from a system administration context.

Level

Introductory

Format

3.5 hour live online classroom session (web conference plus hands-on exercises). Public schedule. Also available as Recorded.

Who should attend?

Project managers, business analysts and developers, JIRA and Confluence application administrators, JIRA and Confluence users.

Suggested prerequisites

JIRA Essentials and Getting Started with Confluence or equivalent

High Level Topics

  1. General project admin: versions, components, screens
  2. Fields and field-itis
  3. Basic workflow
  4. Moving issues to a new project
  5. Project admin tools including helper interfaces

Course Objectives

After attending this course, attendees should be able to:

  • Use JIRA and Confluence to manage the development process
  • Manage tasks and projects using applications that they are familiar with
  • Provide project-level reporting on tasks across applications 
  • Ensure that each member of the team is in touch with the development process and can work efficiently on tasks
Buy

JIRA Administration Part 1: Getting up and running

8 hours $400 individual (recorded) | $700 individual (live-online) | $4500 per team

Here you learn the most important tasks to set up a new JIRA instance (JIRA Software, JIRA Core or JIRA Service Desk). You get hands-on experience performing the administration tasks that are common to all three JIRA applications. Topics include a solid introduction to the following areas of JIRA Administration: user management, global and project permissions, project roles, and the configuration of issue types, workflows, and screens. You also learn how to share project configuration by taking advantage of the power of schemes. The course includes a variety of business use cases to assist you in understanding JIRA administration, and best practices are emphasized for each topic.

Level

Introductory to Intermediate

Format

  • 8 hour live online classroom session (web conference plus hands-on exercises) from public schedule dates
  • Recorded course also available

Who should attend?

This course is designed for new JIRA administrators. This includes anyone who administers JIRA Software, JIRA Service Desk, and/or JIRA Core.

Suggested prerequisites

  • JIRA Essentials course or equivalent experience using JIRA - you should have a basic understanding of projects, issues, issue types, and workflow
  • You should know the basics of using the JIRA application(s) you have - JIRA Software, JIRA Service Desk, and/or JIRA Core
  • Optional - Getting Started with JIRA Software course - if you use JIRA Software

High Level Topics

  • System settings
  • User and group management
  • Configuring global permissions
  • Project creation and configuration
  • Issue types
  • Workflows
  • Fields and screens
  • Project permissions and roles
  • Sharing project configurations
  • Introduction to schemes

Course Objectives

After attending this course, attendees should be able to:

  • Configure system settings

  • Set up users and groups

  • Configure global permissions

  • Create and configure projects

  • Create issue types

  • Update workflows

  • Edit fields and screens

  • Configure project permissions and roles

  • Share project configurations

Buy

JIRA Administration Part 2: Taking it to the next level

8 hours $400 individual (recorded) | $700 individual (live-online) | $4500 per team

This course follows on from the JIRA Administration Part 1 course. It continues the same case study and goes deeper into the administration tasks covered in Part 1, focusing on JIRA Software and JIRA Core. This course will explore more complex schemes (only permission and notification schemes were covered in Part 1), more advanced workflow configuration as well as board and sprint permissions. The course is structured around a case study where an organization creates a set of configurations and schemes to apply to new projects and existing in progress projects. Real world examples and and best practices are emphasized.

Level

Intermediate

Format

  • 8 hour live online classroom session (web conference plus hands-on exercises) from public schedule dates. 
  • Recorded course also available

 

Who should attend?

This course is designed for new JIRA Software Administrators who administer JIRA Software and/or JIRA Core.

Suggested prerequisites

  • JIRA Essentials
  • Getting Started with JIRA Software
  • JIRA Administration Part 1: Getting up and running

Note: If it's been a while since you attended JIRA Administration Part 1, you might want to review the materials before this class

High Level Topics

  • Mapping your business requirements into JIRA
  • Configuring issue types, fields, screens and their associated schemes
  • Customizing workflows with conditions, validators, and post functions
  • Configuring board and sprint permissions
  • Applying configurations to new and existing projects

Course Objectives

After attending this course, attendees should be able to:

  • Ask stakeholders the right questions to extract the business requirements

  • Map business requirements to JIRA configurations

  • Create issue types, fields, and screens to make it easy for your teams to get their work done

  • Customize workflows to match how your teams work

  • Configure who can manage sprints and administer boards

  • Create a set of standard schemes and configurations to use for new and existing projects

  • Establish JIRA administration best practices

  • Be a JIRA Superhero!

Buy

Getting More from JIRA Workflows (applicable to all JIRA)

4 hours $300 individual (recorded) | $500 individual (live-online) | $3000 per team

In this intermediate-level course, you'll learn advanced workflow features and best practices for configuring them. Workflow features include post-functions, conditions, validators and commonly used status and transition properties. You'll work to find solutions to common requirements coming from real business scenarios that JIRA administrators face on a daily basis. By the end of class, you'll be able to build more effective JIRA workflows by using all available workflow features.

Level

Intermediate

Format

  • 4 hour live online classroom session (web conference + hands-on exercises). Public schedule
  • Recorded course also available

Who should attend?

This course is designed for new JIRA Software Administrators who administer JIRA Software and/or JIRA Core 

Suggested prerequisites

Atlassian University's JIRA Admin Parts 1 & 2 or equivalent. You should also be comfortable with:

  • Managing users / groups / roles
  • Creating and using screens, fields, projects, issues, and schemes
  • Creating and using workflow statuses, transitions and schemes

High Level Topics

  1. Basic workflow concepts review (e.g., schemes, general terminology)
  2. Modify workflows to address business requirements using conditions, validators, post-functions, properties
  3. Best practice for using the following advanced workflow features (including 3rd party add-ons): conditions, validators, post-functions, properties
  4. Use transition-based and status-based workflow properties (e.g., to apply status-based permissions)
  5. Address complex real-world process requirements using JIRA workflows (e.g., establish an approval process)

Course Objectives

After attending this course, attendees should be able to:

  • Distinguish between the following advanced workflow features, create, implement and test each on functioning workflows: conditions, validators, post-functions, properties 
  • Design workflow solutions for common business (process) requirements using the advanced workflow features mentioned above
Get Started

JIRA Portfolio

Check out our Demo Video Series!

Check out our new Demo Video Series for JIRA Portfolio, where we'll show you how to "Get Ready, Get Started and Get Planning" in 9 short segments!
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Getting Started with Confluence (for users)

3.5 Hours $300 individual (recorded) | $500 per seat | $3000 per team

In this introductory course, attendees will focus on how to start working successfully with Confluence. They’ll learn the basics of Confluence and how to use it most effectively as they build their content and collaborate with co-workers. They’ll learn how to navigate within the hierarchical content structure and will gain hands-on experience by performing many of the most common tasks in Confluence. Attendees will learn how to create and edit documents, known as pages, as well as format these documents. They’ll also learn how to organize pages in Confluence’s environment. Attendees will learn to add many types of media to their documents and use both basic and complex formatting tools to create robust content. They’ll also learn the basics of using blueprints and macros. Attendees will learn how to use Confluence not just as a repository of content, but also as a collaborative working environment where information is shared through Confluence’s social network features. After completing this course, attendees will be able to create various types of content in Confluence. They'll be able to collaborate with co-workers to share knowledge and information in their workplace, increase access to information, and enhance their productivity.

Level

Introductory

Format

  • 3.5 hour live online classroom session (web conference + hands-on exercises). Public schedule.
  • Recorded course also available.

Who should attend?

All Confluence users. There are no prerequisites for this course.

High level topics

  1. Navigation
  2. Spaces
  3. Pages and blogs
  4. Blueprints
  5. Social network features
  6. Content formatting
  7. Links
  8. Macros

Course Objectives

After attending this course, attendees should be able to:

  • Navigate inside of Confluence’s hierarchical environment
  • Create, edit and format documents in Confluence 
  • Create great looking content using formatting tools 
  • Work collaboratively with co-workers inside of Confluence 
  • Use Confluence’s social network features such as like, share, and comment 
  • Link documents to content inside and outside of the Confluence environment 
  • Use macros to create robust content
Buy

Getting More from Confluence (for users)

3.5 Hours $300 individual (recorded) | $500 per seat | $3000 per team

In this course, attendees will learn to complete advanced user and space administration tasks that help them succeed when implementing a Confluence environment in their organization. As a continuation of “Getting Started with Confluence,” attendees learn power user features. They explore how to create and configure spaces, including the space’s look and feel. As part of the space administration process, they learn how to manage users and permissions within a space. Attendees explore macros and work with add-ons, including Confluence Questions, Confluence Team Calendars, and Gliffy, as a way to create rich content in Confluence. Attendees will work with the product requirements blueprint and learn how to create a link to a JIRA issue. They also get hands-on experience modifying a blueprint. Using the advanced features covered in this course, attendees will be able to use Confluence to its fullest extent. They’ll be ready to act as a resource within their organization during the Confluence adoption phase and beyond, as team members create content and collaborate with co-workers!

Level

Introductory

Format

  • 3.5 hour live online classroom session (web conference + hands-on exercises). Public schedule.
  • Recorded course also available

Who should attend & Suggested prerequisites

Individuals who have completed “Getting Started with Confluence” or have equivalent experience working with Confluence.

High level topics

  1. Advanced content creation
  2. Spaces and personal spaces
  3. Macros and add-ons
  4. Space and space administration
  5. Configuration options
  6. Users
  7. Permissions

Course Objectives

After attending this course, attendees should be able to:

  • Work with macros and add-ons - Create, edit, and sort data in tables
  • Use and modify blueprints and templates 
  • Use advanced content creation tools 
  • Set up users and permissions 
  • Create and configure spaces 
  • Configure global settings 
  • Install macros and add-ons
Buy

Introduction to Agile Development with JIRA and Bitbucket

4 Hours $500 per seat | $3000 per team

This course combines the power of JIRA and JIRA Agile with Bitbucket and Bamboo, enabling developers to integrate all aspects of Agile software development. Through a case study and hands-on approach, attendees learn how to use feature-driven development and custom workflows to produce higher quality software, faster.  Topics covered include connecting issues in JIRA to code, using pull requests in Bitbucket for peer code reviews, and configuring Bamboo to automatically build, test and merge new feature branches.

Level

Introductory

Who should attend & Suggested prerequisites

Program/product/project managers, technical managers, business analysts, developers, testers, and anyone interested in learning about effective agile techniques.

Be familiar with basics of JIRA and Agile software development. Experience with Git. Visit our Git lessons if needed.

High level topics

  1. Components of the Atlassian Developer Tools product set
  2. Purpose of each component
  3. How each component is used in the software development process

Course Objectives

After attending this course, attendees should be able to:

  • Identify each component of the Atlassian developer tool set
  • Describe the purpose of each component
  • Describe how each component is used in the software development process
    • Confluence
    • JIRA
    • JIRA Agile
    • Bitbucket Server (formerly Stash)
    • Bamboo
  • Use each component to do a set of typical tasks in a case study software development project
Buy

JIRA Administrator Certification Prep

4 Hours $150 individual (recorded option only) 

Important Note: You'll have access to this recorded course for 120 days from the date of purchase, so we recommend you purchase it when you're pretty close to meeting the suggested prerequisites below.

This recorded course is for experienced JIRA Administrators, and provides you with structured preparation for the JIRA Administrator certification exam. You'll learn what to expect from the exam, get in-depth guidance on how to focus your preparation, and hear technical discussion of key topics from people who wrote the exam. You'll receive a comprehensive business-case based study guide that covers all the exam topics, lab exercises based on the cases, and access to an online sample exam.  

This course provides you with all the tools you need to start preparing for the ACP Certification exam, and kicks off your preparation with engaging mini-lectures across the key topics on the exam.

Level

Advanced

Who should attend & suggested prerequisites

  • Anyone interested in becoming an Atlassian Certified Professional for JIRA Administration
  • Experience working as a JIRA Administrator (2-3 years is recommended)
  • Ability to administer JIRA in both Cloud and Server environments
  • Ability to interpret and translate business requirements to JIRA and maintain the health of the system
  • An excellent understanding of workflows, schemes, and other features accessible from the JIRA GUI 
  • A strong grasp of how your choices affect the performance, scalability, and day-to-day manageability of JIRA
  • Understanding of how to consult with Atlassian resources and engage with the Atlassian community to support your team in implementing JIRA best practices

High level topics

1: What to expect

2: Profile of the target audience - are you ready?

3: Overview of the JIRA Administrator's skillset 

4: How to prepare for each section of the exam:

  • Layout, Design and User Communication

  • User and Group Management

  • Project Configuration

  • Security and Permissions

  • Issue Types, Fields, and Screens

  • Workflows

  • Email

  • Moving or Archiving Individual Projects

  • Global Settings and Integrations

  • Application Administration

  • Extending JIRA

  • Advanced User Features

5: In-depth Study Guide Review

  • Project Creation, Issue Filters and System
  • Requirements

  • User Directories and Workflows

  • Email, Bulk Change and CSV, Indexing and Logging

Buy

Agile Development with JIRA SW Certification Prep

4 Hours $150 individual (recorded option only) 

Important Note: You'll have access to this recorded course for 120 days from the date of purchase, so we recommend you purchase it when you're pretty close to meeting the suggested prerequisites below.

This course provides you with all the tools you need to start preparing for the ACP Certification exam, and kicks off your preparation with engaging mini-lectures.   You'll learn what to expect from the exam, get in-depth guidance on how to focus your preparation, and hear technical discussion of key topics from people who wrote the exam. You'll receive a comprehensive business-case based study guide that covers all the exam topics, and access to sample exam questions.  

This course is for experienced Agile practitioners.

Level

Advanced

Who should attend & suggested prerequisites

  • Anyone interested in becoming an Atlassian Certified Professional in Agile Development with JIRA Software.
  • Knowledge of the software development process
  • At least one year of experience with Agile project management using JIRA and JIRA Agile, or JIRA Software, including backlog grooming, sprint planning, and using reports to identify and implement performance improvements for your team and/or Agile boards
  • Prior Scrum Master or Agile certification (recommended)
  • Aawareness of Atlassian tools that integrate with JIRA Software
  • Ability to create and configure JIRA Software boards and filters to satisfy business requirements
  • Ability to read and use generated reports
  • Ability to design a workflow to support Agile processes

High level topics

1: What to expect

2: Profile of the target audience - are you ready?

3: Overview of the skillset 

4: How to prepare for each section of the exam:

  • Gather, Communicate and Iterate Requirements
  • Configuring and using JIRA as a project administrator
  • Configuring JIRA Software
  • Using JIRA Software to support Agile development teams
  • Reporting with JIRA Software

5: Technical lectures and sample exam questions

6: Review of Study Guide (including business cases and study questions)

Buy

Confluence Administrator Certification Prep

4 Hours $150 individual (recorded option only) 

Important Note: You'll have access to this recorded course for 120 days from the date of purchase, so we recommend you purchase it when you're pretty close to meeting the suggested prerequisites below.

This course provides you with all the tools you need to start preparing for the ACP Certification exam, and kicks off your preparation with engaging mini-lectures.   You'll learn what to expect from the exam, get in-depth guidance on how to focus your preparation, and hear technical discussion of key topics from people who wrote the exam. You'll receive a comprehensive business-case based study guide that covers all the exam topics, and access to sample exam questions.  

This course is for experienced Confluence Administrators.

Level

Advanced

Who should attend & suggested prerequisites

  • Anyone interested in becoming an Atlassian Certified Professional for Confluence Administration
  • Experience working as a Confluence Administrator (2-3 years is recommended)
  • Ability to interpret and translate business requirements to Confluence and maintain the health of the system
  • An excellent understanding of user features and space administration, and all the application management tools accessible from the Confluence UI
  • Ability to administer Confluence in both Cloud and Server environments and within any sized team, from a small organization to a company-wide enterprise
  • A strong grasp of how your choices affect the performance, scalability and day-to-day manageability of Confluence
  • Understanding of how to consult with Atlassian resources and engage with the Atlassian community to support your team in implementing Confluence best practices  

High level topics

  1. What to expect
  2. Profile of the target audience - are you ready?
  3. Overview of the Confluence Administrator's skillset 
  4. Technical lectures and sample exam questions
  5. Review of Study Guide (including Confluence business cases, study questions and hands-on exercises
  6. How to prepare for each section of the exam
  • Power User
  • Space Administration
  • Administrative Functions
Email us

JIRA Administration: Getting a service desk up and running

7 Hours $700 per seat | $4500 per team 

Important: Email us if you're interested in attending one of our first public sessions or if you'd like to schedule a Team training. 

This course gives you a solid introduction to getting a service desk up and running using JIRA Service Desk. You'll get hands-on experience performing the most crucial configuration tasks to set up your service desk. Topics include configuring and branding your customer portal, creating queues and SLAs for your service team, linking a knowledge base, adding participants, and automating your service desk. The course includes a variety of business use cases to assist you in understanding JIRA Service Desk administration, and best practices are emphasized for each topic.

Format

7 hour live online classroom session (web conference + hands-on exercises). Public schedule.

Level

Introductory to intermediate

Who should attend

Anyone responsible for setting up a JIRA Service Desk project which includes:

  • JIRA Administrators
  • Service Desk Administrators
  • Service Desk Managers
  • Team Managers
  • IT Managers

Suggested prerequisites

  • If you're solely responsible for setting up a JIRA Service Desk project, there are no prerequisites. 
  • If you're also responsible for setting up JIRA company-wide, you should have completed JIRA Administration Part 1 or have equivalent experience.

High level topics

  1. Introduction to JIRA Service Desk
  2. Creating a service desk
  3. Setting up request types for your customers
  4. Creating queues for your service teams
  5. Creating service level agreement (SLA) metrics
  6. Linking your service desk to a Confluence knowledge base
  7. Adding an email address to accept email requests from your customers
  8. Branding your customer portal and global help desk
  9. Adding agents, customers, and other JIRA users to your service desk
  10. Automating your service desk

Course objectives

After attending this course, attendees should be able to:

  • Create a service desk project
  • Set up request types
  • Create queues
  • Create service level agreement (SLA) metrics
  • Link your service desk to a Confluence knowledge base
  • Add an email account
  • Brand your customer portal and global help desk
  • Add agents, customers, and other JIRA users
  • Create and customize automation rules