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Say hello to Jira Service Management with AI certificate exam.
A new way to showcase Jira Service Management skills is here!
The Jira Service Management with AI Fundamentals Certificate is a free, open-book credential built for the way people actually learn and work.
We’re evolving the ITSM with Jira Service Management Foundations Certification into the new Jira Service Management with AI Fundamentals Certificate (ACH-815) — a faster, more accessible way for learners to validate practical Jira Service Management knowledge, including how AI supports everyday service delivery.
This new certificate is designed for the people who keep work moving: JSM agents, help desk support specialists, project coordinators, and business users who rely on Jira Service Management to manage requests, collaborate with teams, and deliver better service experiences.
It reflects what you have been asking for:
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A lighter-weight, faster way to showcase skills
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Recognition that fits into a busy workday
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Proof of Jira Service Management knowledge they can share with managers and teammates
That’s exactly what Jira Service Management with AI Fundamentals delivers.
Why this matters
Service teams are evolving quickly. As AI becomes a bigger part of how work gets triaged, summarized, and resolved, foundational product knowledge now includes understanding how to work effectively with AI-powered features.
The Jira Service Management with AI Fundamentals Certificate gives learners a practical, low-pressure way to demonstrate that they can navigate JSM confidently, support customers effectively, and use AI capabilities in meaningful ways.
Whether you’re building credibility in your current role, ramping into service management work, or looking for a simple way to show what you know, this certificate offers a clear place to start.
What’s new
The Jira Service Management with AI Fundamentals Certificate is built to make skill recognition easier, faster, and more inclusive.
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Free of charge — there’s no cost to earn the certificate
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Open-book assessment — learners can keep Jira Service Management open, reference help articles, and use their notes
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AI-relevant coverage — it includes practical knowledge of AI-powered features used in modern service workflows
What the certificate covers
The assessment focuses on practical, foundational capabilities in Jira Service Management and AI-assisted service work. It covers four core domains:
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Customer and internal communication — including reply behaviors, internal notes, help center interactions, knowledge sharing, and AI-assisted response drafting
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SLA awareness and prioritization — including how to interpret SLA indicators, maintain accurate statuses, and prioritize work at risk of breaching targets
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Request handling and ticket management — including raising, assigning, linking, and resolving requests, plus using AI to suggest knowledge content and support incident workflows
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JSM navigation and interface proficiency — including queues, terminology, quick search, and common interface patterns
In short, it’s about validating the practical Jira Service Management skills people use every day — now with AI fluency built in.
Recommended learning
Candidates can prepare with Atlassian’s free, on-demand learning content before taking the exam.
When ready, candidates can register through Certiverse via CM Connect
For current certification holders
There’s good news for learners who already hold the ITSM with JSM Foundations Certification (ACA-910). Anyone with an unexpired certification as of will automatically receive a two-year extension to their certification status. Atlassian is working with its credentialing vendor to apply these extensions by the end of August.
Get started
If you use Jira Service Management in your day-to-day work, this is your chance to turn that experience into a credential you can share and celebrate.
Explore the certificate and learn more here: Jira Service Management with AI Fundamentals.
Free. Open-book. Built for real work.
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Zarogina Azocar Velasquez
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