ITIL 5 Foundation for Atlassian User Training

The 2+1 concept: Learn ITIL – Experience Atlassian

This training goes a crucial step further than a classic ITIL Foundation course. Our 2+1 concept combines in-depth ITIL knowledge with a full day of hands-on practice in Atlassian.

Day 1 + 2: Understanding ITIL

During the first two days, you will complete the full ITIL Version 5 Foundation training. You will learn the core concepts, models, terms, and principles, thus creating the methodological foundation for modern Digital Product and Service Management.

But knowing ITIL is one thing. Experiencing how ITIL actually works in everyday work and in a service management tool is something else entirely.

Day 3: Welcome aboard – Applying ITIL in Atlassian

Therefore, on the third day it's time to cast off!

The training becomes a simulation. Together, the participants board a cruise ship and take on various tasks and roles involved in operating a fictitious cruise. The ship represents a complete service organization – with customers, employees, technical systems, infrastructure, and numerous dependencies.

Typical service management situations arise during the journey: A passenger needs support, a request needs to be processed, a service fails, a malfunction occurs repeatedly, knowledge is needed for a solution, a technical change needs to be made, or configuration items and their dependencies need to be considered.

Now Atlassian comes into play.

Participants work through these scenarios directly in the Atlassian training environment, applying the knowledge gained during the first two days. The simulation covers topics such as Service Desk, Service Request Management, Incident Management, Knowledge Management, Problem Management, Change Enablement, Continual Improvement, and Service Configuration Management.

The practices are not viewed in isolation. Participants experience how they are interconnected: A single notification can become an incident. Several similar incidents can point to a problem. A change may be necessary for its sustainable resolution. Knowledge supports the service desk in processing these issues – and information about configuration items helps to understand impacts and dependencies.

From theory to personal experience

That's precisely what makes the 2+1 concept so special: On the third day, there's no further explanation of ITIL and no simple demonstration of Atlassian. The participants do the work themselves.

You will take on roles, make decisions, process tickets and tasks, and experience within a cohesive scenario how ITIL practices are supported by Atlassian.

Thus, two days of ITIL knowledge result on the third day in a concrete understanding of how IT Service Management can actually be practiced and supported with a tool.

2 days ITIL Foundation + 1 day Atlassian simulation.
First understand. Then apply. And finally know how both fit together.

This training is aimed at anyone who wants to gain a solid understanding of ITIL and at the same time understand how IT Service Management with Atlassian works in practice .

This training is ideal for employees who already work with Atlassian or will be working with it in the future – for example, in the service desk, IT support, IT operations, or IT service management . Service managers, process and practice owners, team leaders, and those responsible for the implementation or further development of Atlassian will also benefit.

No prior ITIL knowledge is required. The necessary basics will be taught during the first two days of training using ITIL Foundation . On the third day, this knowledge will be applied directly in practice using Atlassian.

Especially suitable for anyone who wants to not only learn ITIL, but also recognize, understand and apply it in Atlassian.

You do not need any prior knowledge to participate in the ITIL 5 Foundation for Atlassian Users course. 

Technical Requirements

For the practical exercises in Atlassian, you will need a laptop including a charging cable and a PC mouse . Access to the training environment is via a modern web browser such as Google Chrome, Microsoft Edge, or Safari .

When participating in the Virtual Classroom training, we recommend using two screens if possible. This allows you to follow the trainer and explanations on one screen while simultaneously working independently in the Atlassian environment on the second screen.