Understanding Jira Service Management (Advanced)
The Understanding Jira Service Management (Jira-ITSM) course by Atlassian equips IT support specialists and service desk agents with foundational skills to streamline incident response, automate service requests, and manage assets effectively. It solves the critical pain point of disjointed IT service delivery, with 70% of the Atlassian Certified Associate (ACA-ITSMF) exam focusing on Jira Service Management implementation.
This course prepares learners for the ACA-ITSMF certification, validating expertise in ITSM best practices. Koenig Solutions offers 1-on-1 training and Guaranteed-to-Run dates, ensuring flexible, personalized learning. Mastering Jira-ITSM leads to improved service delivery metrics and career advancement in IT service management roles.
Training Formats & Pricing
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Course Overview
The Understanding Jira Service Management (Jira-ITSM) course by Atlassian is designed for IT professionals seeking to master service desk operations using Atlassian’s AI-powered platform. This course prepares learners for the Jira Service Management with AI Fundamentals (ACH-815) certificate exam, serving roles such as Help Desk Support Specialists, IT Service Desk Analysts, and ITSM Coordinators. With over 70,000 organizations globally using Jira Service Management, including 90% of Fortune 500 companies, demand for certified JSM skills continues to grow across enterprise IT and cross-functional service teams.
Participants engage with core Atlassian tools including Jira Service Management Cloud, Customer Portals, SLA tracking, Jira Query Language (JQL) queues, automation rules, and Rovo AI agents. The hands-on lab environment uses live Jira Service Management instances where students configure service projects, build request types, set up priority-based SLAs, and organize work using custom queues. A key project involves simulating a real-world IT support scenario—such as a password reset or network outage—where learners triage tickets, manage customer communications, and apply AI-generated summaries and Rovo Chat to accelerate resolution times within defined SLA targets.
This course directly supports the Atlassian Certified ITSM Specialist designation, a recognized credential that validates expertise in modern IT service management practices. Certified professionals see a salary lift of $12K–$20K, with ITSM Specialists earning between $55,000 and $85,000 annually, and senior JSM administrators reaching up to $140,000. Koenig Solutions enhances learning with Guaranteed-to-Run batches, 1-on-1 mentoring, and official Atlassian courseware, ensuring learners gain practical, exam-ready skills. Completing this training positions professionals to advance into roles such as IT Service Manager or JSM Administrator, driving digital service transformation across IT, HR, and facilities teams.
What You'll Learn
Skills You'll Gain
Prerequisites
- "Jira Platform Proficiency": "Demonstrated ability to navigate the Jira user interface, manage issues, and utilize Atlassian tools such as Jira Software or Confluence. Completion of the 'Jira Fundamentals' badge from Atlassian University is highly recommended." "ITSM/ITIL Foundational Knowledge": "Working knowledge of core IT service management concepts, including incident management, service requests, SLAs, and customer portal configuration. Familiarity with ITIL framework principles or equivalent service desk processes is required." "Administrative/Configuration Experience": "Practical experience managing project roles, permissions, and workflow configurations within a Jira environment to ensure alignment with organizational policies and service delivery standards."
Certification Exam
Everything you need to know about the Understanding Jira Service Management (Advanced) certification exam
What's Included in Your Training
Every enrollment comes packed with resources to maximise your learning and exam success
Exam Preparation Materials
Practice Test Questions (200+)
Certificate of Completion
Post-Training Support (30 days)
Session Recording Access
Free Rescheduling (7+ days notice)
Career Outcomes
of Understanding Jira Service Management (Advanced) certified professionals report career advancement within 6 months
Salary Impact
Average salary increase reported after obtaining the Understanding Jira Service Management (Advanced) certification
*Source: Glassdoor / LinkedIn 2025
Job Roles
- Certified Jira Administrator
- Service Desk Analyst
- IT Service Management Specialist
- Jira Service Management Analyst
- Help Desk Manager
- ITSM Consultant
Companies Hiring
and 5,000+ organizations worldwide seeking Understanding Jira Service Management (Advanced) certified professionals
Course Student Reviews
Real results from IT professionals who trained with Koenig — rated 4.9/5 from 18,400+ verified reviews.
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★★★★★
“Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”
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Enterprise Client ✓ Verified -
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“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
AZ-400 Team Training ✓ Verified -
★★★★★
“Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”
AZ-104 Certified ✓ Verified -
★★★★★
“I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”
Enterprise Client ✓ Verified -
★★★★★
“The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”
PL-300 Certified ✓ Verified -
★★★★★
“From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”
AZ-305 Expert ✓ Verified -
★★★★★
“As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”
100+ Learners Trained ✓ Verified -
★★★★★
“SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”
SC-300 Certified ✓ Verified -
★★★★★
“AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”
AI-102 Certified ✓ Verified -
★★★★★
“DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”
DP-600 Certified ✓ Verified -
★★★★★
“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
AZ-400 Team Training ✓ Verified
-
★★★★★
“Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”
AZ-104 Certified ✓ Verified -
★★★★★
“I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”
Enterprise Client ✓ Verified -
★★★★★
“The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”
PL-300 Certified ✓ Verified -
★★★★★
“Passed AZ-104 on first attempt. The MCT knew the exact exam patterns and the labs were exactly what Microsoft tests. Worth every penny.”
AZ-104 Certified ✓ Verified -
★★★★★
“I trained 15 of my team members for SC-200. Koenig's on-site delivery was seamless and all 15 passed within 3 months.”
Enterprise Client ✓ Verified -
★★★★★
“The 1-on-1 format was a game changer. My trainer adjusted the pace to my schedule and I cleared PL-300 while working full-time.”
PL-300 Certified ✓ Verified
-
★★★★★
“From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”
AZ-305 Expert ✓ Verified -
★★★★★
“As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”
100+ Learners Trained ✓ Verified -
★★★★★
“SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”
SC-300 Certified ✓ Verified -
★★★★★
“From AZ-900 to AZ-305 in 6 months. Koenig's structured roadmap and MCT mentoring made the expert level achievable.”
AZ-305 Expert ✓ Verified -
★★★★★
“As an L&D head I've used 5 training vendors. Koenig's MCT quality, MOC materials, and ESI compliance is in a different league.”
100+ Learners Trained ✓ Verified -
★★★★★
“SC-900 and SC-300 back to back — both cleared first try. The security curriculum at Koenig is incredibly thorough and up to date.”
SC-300 Certified ✓ Verified
-
★★★★★
“AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”
AI-102 Certified ✓ Verified -
★★★★★
“DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”
DP-600 Certified ✓ Verified -
★★★★★
“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
AZ-400 Team Training ✓ Verified -
★★★★★
“AI-102 was daunting but the trainer broke it down perfectly. Real Azure OpenAI labs made the difference. Highly recommend.”
AI-102 Certified ✓ Verified -
★★★★★
“DP-600 Fabric certification done in 3 weeks of part-time study. The customised schedule around my timezone was a lifesaver.”
DP-600 Certified ✓ Verified -
★★★★★
“Our whole DevOps team got AZ-400 certified through Koenig's corporate training. Smooth logistics and top-tier MCTs throughout.”
AZ-400 Team Training ✓ Verified
Frequently Asked Questions
Everything you need to know about the Understanding Jira Service Management (Advanced) training course
Is the certification exam included in the Understanding Jira Service Management (Jira-ITSM) course, and what is the exam fee if separate?
What training formats are available for the Understanding Jira Service Management (Jira-ITSM) course, and does Koenig offer Guaranteed-to-Run scheduling?
How long is lab access provided for the Understanding Jira Service Management (Jira-ITSM) course, and what environment is used?
What is Koenig's rescheduling and cancellation policy for the Understanding Jira Service Management (Jira-ITSM) course?
What is the format, number of questions, passing score, and time limit for the Atlassian Certified Associate - ITSM with Jira Service Management Foundations (ACA-910) exam?
How long is the Atlassian Certified Associate - ITSM with Jira Service Management Foundations certification valid, and what is the renewal process and cost?
What post-training support does Koenig provide after completing the Understanding Jira Service Management (Jira-ITSM) course?
What are the prerequisites or prior experience needed for the Understanding Jira Service Management (Jira-ITSM) course?
What is the average salary for professionals certified in Understanding Jira Service Management (Jira-ITSM), and what roles does it qualify them for?
How does formal training in Understanding Jira Service Management (Jira-ITSM) compare to self-study in terms of exam success and skill development?
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