Duration
Atlassian Certified Associate - ITSM with Jira Service Management
5 days
Overview
This 5-day course outline ensures comprehensive coverage of essential topics, hands-on labs for practical understanding, and includes mock exams to help assess and reinforce knowledge in preparation for the Atlassian
Certified Associate - ITSM with Jira Service Management Foundations exam.
About the credential
ITSM with Jira Service Management Foundations certification is for service management professionals who want to power their career growth by proving they understand:
Foundational Information technology service management (ITSM) concepts and terminology.
How Jira Service Management features support ITSM.
How Atlassian Cloud apps are used to implement ITSM solutions.
This certification is intended for users in the following roles:
Jira Service Management agent, project admin for company-managed projects, or product admin
Service desk manager
Support manager
Director of IT
Director of development
Enterprise architect
Atlassian Partner
Topics covered
- 1. ITSM concepts and terms - 30%
- 2. Jira Service Management concepts, terms, and benefits - 70%
Exam
Exam Time: 60 minutes
Questions: 25
Passing Score: 72%
Products Covered: Jira Service Management, Confluence, Assets, Statuspage, and Automation
Course Outline :: Atlassian Certified Associate - ITSM with Jira Service Management::
Day 1: Introduction to Jira Service Management (JSM), Jira Software, and Confluence
Morning Session
Welcome and Course Overview
- - Course objectives
- - Exam overview
Introduction to ITSM
- - ITSM fundamentals and principles
- - Overview of ITIL framework
- - Key ITSM processes
Afternoon Session
Introduction to Jira Service Management
- - What is JSM?
- - Key features and benefits
- - JSM vs other service desk tools
Introduction to Jira Software
- - Overview of Jira Software
- - Key differences between Jira Software and JSM
- - Basic navigation and usage
Introduction to Confluence
- - Overview of Confluence
- - Key features and benefits
- - Integrating Confluence with Jira
Hands-On Lab
- - Setting up accounts for Jira and Confluence
- - Exploring the JSM, Jira Software, and Confluence interfaces
- - Basic project and issue creation in Jira
Day 2: Setting Up and Configuring JSM Projects
Morning Session
Creating and Configuring Projects
- - Project types in JSM
- - Creating a new service project
- - Configuring project settings and permissions
Course Outline :: Atlassian Certified Associate - ITSM with Jira Service Management::
Understanding Issue Types and Workflows
- - Issue type schemes
- - Configuring workflows
- - Workflow best practices for ITSM
Afternoon Session
Setting Up Request Types and Queues
- - Configuring request types
- - Customising request forms
- - Setting up and managing queues
Hands-On Lab
- - Creating and configuring a new service project
- - Customising request types and forms
- - Setting up queues for efficient issue management
Day 3: Managing Service Requests, Incidents, and Problems
Morning Session
Service Request Management
- - Creating and managing service requests
- - Best practices for service request fulfilment
Incident Management
- - Understanding incident management process
- - Configuring and managing incidents in JSM
Afternoon Session
Problem Management
- - Understanding problem management process
- - Linking incidents to problems
- - Root cause analysis and problem resolution
Hands-On Lab
- - Managing service requests and incidents
- - Creating and managing problems
- - Practicing incident and problem workflows
Day 4: Change, Configuration, and Knowledge Management with Mock Exam 1
Morning Session
Course Outline :: Atlassian Certified Associate - ITSM with Jira Service Management::
Change Management
- - Overview of change management process
- - Configuring and managing changes in JSM
- - Change advisory board (CAB) and approval workflows
Configuration Management
- - Introduction to configuration management
- - Setting up and managing CMDB in JSM
Afternoon Session
Knowledge Management
- - Importance of knowledge management in ITSM
- - Creating and managing knowledge base articles
- - Linking knowledge articles to requests and incidents
Hands-On Lab
- - Managing changes and configuration items
- - Creating and linking knowledge base articles
- - Practicing change and knowledge management workflows
Mock Exam 1 (60 minutes)
- - 60-minute timed mock exam
- - Review and discussion of answers and explanations
Day 5: Reporting, SLAs, and Mock Exam 2
Morning Session
Service Level Agreements (SLAs)
- - Understanding SLAs and their importance
- - Configuring SLAs in JSM
- - Monitoring and reporting on SLAs
How Atlassian Cloud Apps are Used to Implement ITSM Solutions
- - Overview of Atlassian Cloud ecosystem
- - Integrating Jira Service Management with Jira Software and Confluence
- - Using other Atlassian apps and add-ons for ITSM (e.g., Opsgenie, Statuspage)
Reporting and Metrics
- - Overview of reporting capabilities in JSM
- - Creating and customising reports
- - Key ITSM metrics and how to measure them
Course Outline :: Atlassian Certified Associate - ITSM with Jira Service Management::
Afternoon Session
Hands-On Lab
- - Creating and customising SLA configurations
- - Generating and analysing reports
- - Practicing SLA and reporting workflows
Mock Exam 2 (60 minutes)
- - 60-minute timed mock exam
- - Review and discussion of answers and explanations
Q&A and Wrap-Up
- - Open Q&A session
- - Recap of the course
- - Final preparation tips and resources
_______________________________________________________
Additional Resources
Recommended Reading
- - Atlassian official documentation
- - ITIL Foundation certification guide
Practice Exams
- - Atlassian certification sample questions
- - Third-party practice exams and quizzes
Community and Support
- - Atlassian Community forums
- - Study groups and peer support
Programme scope, delivery arrangements and suitability are confirmed during enquiry.