New certificate exam JSM with AI Fundamentals coming soon
Atlassian is retiring the ITSM with Jira Service Management Foundations certification and replacing it with a free open-book Jira Service Management with AI Fundamentals certificate as part of our ongoing effort to provide learners with accessible exams and credentials.
Coming soon: JSM with AI Fundamentals (ACH-815)
We're excited to announce that a new credential — JSM with AI Fundamentals — is in development and will be launching soon. This exam is designed for JSM agents, help desk support specialists, project coordinators, and business users who use Jira Service Management for service delivery. It validates a candidate's ability to:
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Navigate the JSM interface and manage requests in relevant queues
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Handle customer and internal communications, including understanding "Reply to customer" vs. "Add internal note"
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Manage SLA awareness and prioritization, including locating and interpreting SLA indicators
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Perform request handling and ticket management, such as raising requests on behalf of a customer, assigning requests, linking Jira work items, and resolving requests
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Leverage Atlassian AI capabilities, including Rovo Chat for drafting and refining responses, AI-generated summaries for understanding request context, AI-suggested knowledge base articles, and Rovo agents for incident handling and automated workflows
Anyone who holds an unexpired ITSM with JSM Foundations certification as of Jun 16, 2026 will automatically receive a two-year extension to their certification status.
We know credentials matter to the professionals who earn them, and we want to make this transition as clear and supportive as possible. Retiring the ITSM with JSM Foundations credential enables us to invest in the future of the program — including more modern exam experiences and AI-enhanced assessment capabilities — while ensuring continued quality across our active exams.
FAQs
What is the JSM with AI Fundamentals certificate?
The new JSM with AI Fundamentals credential is designed for JSM agents, help desk support specialists, and collaborators. It covers four key domains:
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Customer & Internal Communication — Understanding reply behaviors, sharing knowledge base articles, using AI-generated summaries and Rovo Chat to draft responses, and recognizing how customers interact with the Help Center/portal.
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SLA Awareness & Prioritization — Locating and interpreting SLA indicators, maintaining accurate ticket statuses so SLA timers reflect reality, and prioritizing requests at risk of breaching SLAs.
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Request Handling & Ticket Management — Performing basic ticket actions (raising, assigning, linking, resolving requests), using AI to suggest relevant knowledge base articles, generating resolution plans using Rovo capabilities, and using Rovo agents for incident handling and automated workflows.
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JSM Navigation & Interface Proficiency — Identifying UI locations and AI information, navigating queues, using core JSM terminology, and leveraging queue controls and quick search.
Who is eligible for the two-year extension?
If you currently hold the ITSM with JSM Foundations certification, and it is not expired, no action is required to receive the two-year extension, including if the certification is in the suspended status.
When will the certification extension take place?
Atlassian is working with our credentialing vendor to extend the certifications by the end of August. As long as your certification did not expire before the June 16th it will be extended.
How will this impact the Atlassian Certified Agile ITSM Specialist designation?
The new JSM Fundamentals will be added to the list of applicable credentials for the designation, and the ITSM with Jira Service Management Foundations will still be counted until it expires. Here is the list of other credentials that contribute to the designation.
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Zarogina Azocar Velasquez
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