Atlassian Jira Service Management Certification

Overview

Validates practical skills in configuring and managing Jira Service Management projects (typically Cloud), including request types, workflows, queues, SLAs, and automation. Useful for ITSM teams using Atlassian as their service desk platform.

What it covers

• JSM project configuration and roles
• Request types, portals, forms, and customer experience
• Queues, SLAs, and reporting basics
• Workflows, approvals, and automations
• Knowledge base / help center integration concepts
• Permissions, notifications, and best practices
• ITSM fundamentals (incident, request, problem, change)

Quick snapshot

Steps to get certified

1. Get hands-on access to Jira Service Management (Cloud preferred)
2. Review the exam topics for the specific JSM credential
3. Configure a sample service project (portal, request types, SLAs, queues)
4. Practice with automation rules and reporting
5. Buy an exam voucher and schedule the proctored exam
6. Keep skills current as Atlassian updates Cloud features

Free study resources

• Atlassian certification page for JSM credential
• Atlassian University courses (often low-cost)
• Atlassian docs for Jira Service Management Cloud
• YouTube: ACP-420 / JSM study sessions
• Practice in a Jira Cloud site (free tiers where available)

Communities & discussion

• Atlassian Community (Learning + JSM groups)
• Reddit: r/jira
• LinkedIn: Atlassian/Jira admin groups
• Local Atlassian Community Events (ACE)

Example jobs with this cert

• Jira Service Management Administrator
• ITSM Analyst (Jira)
• Service Desk Platform Analyst
• Jira Administrator
• IT Operations/Service Management Specialist