ITIL 5 Foundation for Atlassian User Training

The 2+1 Concept: Learn ITIL – Experience Atlassian

This training goes a decisive step further than a traditional ITIL Foundation course. Our 2+1 approach combines in-depth ITIL knowledge with a full day of hands-on training 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.

That's where Atlassian comes in.

Participants work through these scenarios directly in the Atlassian training environment, putting the knowledge they gained during the first two days into practice. Among other things, the simulation covers 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 report 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 is precisely what makes the 2+1 concept so unique: On the third day, we don't spend more time explaining ITIL, nor do we simply demonstrate Atlassian. The participants do the work themselves.

You'll take on roles, make decisions, handle tickets and tasks, and experience firsthand—within a cohesive scenario—how Atlassian supports ITIL practices.

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 of ITIL Foundation + 1 day of Atlassian simulation.
First, understand. Then, apply. And in the end, know how the two fit together.

This training course is designed for anyone who wants to gain a solid understanding of ITIL while also learning how IT service management works in practice with Atlassian.

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 implementing or further developing Atlassian will also benefit.

No prior knowledge of ITIL is required. The necessary fundamentals will be covered during the first two days of training as part of the ITIL Foundation course. On the third day, this knowledge will be applied directly in Atlassian through hands-on exercises.

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

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

Technical Requirements

For the hands-on exercises in Atlassian, you'll need a laptop with a charging cable and a computer mouse. You can access the training environment using a modern web browser such as Google Chrome, Microsoft Edge, or Safari.

If you are participating in the "Virtual Classroom" training, we recommend using two screens if possible. This way, you can follow the instructor and the explanations on one screen while working independently in the Atlassian environment on the second screen.