Hi @Annelise Sheehan , welcome to the Atlassian Community! In addition to the Incident Management features that @Ajay _view26_ mentioned, Change Management and Services Management also fall under the Operations category. Both of those are only available in the Premium and Enterprise plans of JSM.
Change Management is used for tracking and managing tickets often related to work being done in Jira (software/business) app, and includes a change calendar for visual tracking of deadlines, etc. You can connect tickets in JSM and Jira to keep related requests and work in sync (for example, their status changes).
The Services feature in Operations cuts across multiple aspects of your site/organization, including changes and incidents. You set up your services based on your organization. A good intro to Services is the What are Services? article and the links in it for more info and details.
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