ITSM & Jira Service Management Foundations (Former ACA-910)

ITSM stands for Information Technology Service Management and is a set of practices and processes that will help your team better support your customers.

ITSM Service Areas are different aspects of ITSM that your team will encounter. They include things like Knowledge Management, Service Management, Incident Management and Problem management. You may not use ALL of them all the time, but each one will be used at some point by IT teams to support their customers.

The ITSM maturity model helps organizations determine where they are in managing their services. It is a 5 point scale and helps your team determine what they need to do to improve how they operate.

Jira Service Management (JSM) is a tool used to organize work and intake requests.

Here we get hands on and see what it's like navigating Jira in the new (as of 2025) UI.

Understanding how Jira is organized will make it much easier to find things when using it - and much easier to get help when you need it.

Here we'll get hands on with portals and entering requests from the customers point of view.

Here we'll get a look a tickets from the agent's perspective by examining queues (which collect and display tickets that need work) and individual work items.

JSM contains a number of features that help support ITSM, including things like service requests, incidence tracking and more. Here we'll get a high-level look at them.

There are a number of customer-facing features that help us support customers. We'll explore a number of them here.

Here we'll get hands-on with some important features to supporting customers - portal groups (which let you group related requests) and knowledge bases (Which let you serve up help articles and deflect tickets.

Automations are powerful tools that let the system take actions for us. They can be created by Project Admins and must have a trigger and an action, although more can be added. As agents we need to understand what they can do at a high level so we can be on the lookout for opportunities to use them.

Service Level Agreements are an important tool in ITSM as they help us stay accountable but also help us improve our processes. See how JSM handles them here.

The Assets App lets you track assets - anything your team owns or manages - directly with Jira. Here we'll get a high level look at what it can do.

Assets are an important aspect of ITSM as they represent things we own or manage. The Assets App helps you track assets of any type, and allows you to tie them directly into JSM.

Workflows represent the process a work item follows to be completed. Workflows will differ by team, and sometimes you'll have multiple workflows you'll work with.

Workflows represent our processes and are comprised of statuses and transitions. Workflows are tied to work item types, so different tickets may have different workflows. Here we'll get hands on with looking at workflows and the transitions that are in them.

Statuspage is a tool that helps teams instantly share information about incidents with an audience. It can be public, or private (internal to a company) and allows people to self-serve if they think something is wrong with a system.

JSM has several features that support incident management, including alerts, stakeholders and responders.