Duration

Atlassian Certified Associate - ITSM with Jira Service Management

3 days

Overview

This 3-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 specifics

Exam Time: 60 minutes

Questions: 25

Passing Score: 72%

Products Covered: Jira Service Management, Confluence, Assets, Statuspage, and Automation

SECTION 1: Getting started with IT Service Management

Get a handle on the basics

An understanding of IT service management (ITSM) practices and the IT infrastructure library (ITIL) framework will lay the foundation you need to align your organisation’s IT services with your business objectives, deliver services efficiently, and continuously improve.

After this course, you’ll understand:

The roles, functions, and benefits of ITSM teams and the benefits of an ITIL framework.
How you can unite your teams on one platform using the Atlassian ITSM solution.
The phases of the ITIL service lifecycle and the ITSM maturity model and use both to assess and improve practices.

Lessons

What is IT service management (ITSM)?
Understanding the IT infrastructure library (ITIL) and IT service management (ITSM)
ITSM basic terms and practices
Understanding the ITIL service lifecycle
Understanding the ITSM maturity model
Hands-on lab sessions

SECTION 2: ITSM basics in Jira Service Management

How effective teams deliver excellent service experiences

Learn how effective teams track tickets, communicate with customers, and resolve requests with Jira Service Management. Jira Service Management includes several project templates, including one for ITSM, to help teams organize quickly.

After this course, you’ll understand:

How Jira Service Management helps teams and customers.
Basic Jira Service Management terms and how they relate to each other.
Who can interact with a Jira Service Management service project and how access is determined.
How internal and external customers and organizations are defined and managed.

Lessons

What is Jira Service Management?
Basic terms in Jira Service Management
Understanding who can interact with a service project in Jira Service Management
Jira Service Management features supporting ITSM practices
Basics of user Management in Jira Service Management
Basics of customer management in Jira Service Management
Hands-on lab sessions

SECTION 3: Configuring Jira Service Management for ITSM projects

Get familiar with the options

Before implementing the service desk, take some time to understand the admin and configuration options within Jira Service Management. Admins can edit, modify, and customise the default options to fit the needs of their team.

After this course, you’ll understand:

The levels of administration in Jira Service Management and who works with companymanaged ITSM projects.
How ITSM projects can be configured based on business and customer requirements.
How teams track team progress with Jira Service Management reports, including default and custom reports.

Lessons

Configuring global settings for Jira Service Management for ITSM projects
Enabling work categories and operations in Jira Service Management
Updating project settings for ITSM projects in Jira Service Management
Customise your ITSM project with additional settings and integrations in Jira Service Management
Reporting in Jira Service Management
Hands-on lab sessions

NOTE: This 3 days course will include 2 mock exams of 60 minutes each to prepare the candidates for the certification examinations.

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Additional Resources