Ready to level up your service desk skills and master Atlassian’s newest AI features?

🚀 Whether you're a help desk specialist, JSM agent, or project coordinator, proving your Jira Service Management expertise has never been more vital—or accessible! In this comprehensive 2-hour study session, we’re breaking down everything you need to know to pass the Jira Service Management with AI Fundamentals certificate exam. We’ll walk through real-world ticketing scenarios, cover core service desk operations, and explore how AI capabilities like Rovo Chat and AI summaries transform modern service delivery.

You will gain a clear understanding of customer versus internal communications, SLA prioritization, and seamless request management. By the end of this session, you’ll be ready to take this free, open-book 45-minute assessment with complete confidence. In this session, we’ll cover:

✅ JSM Navigation & Interface: Mastering queues, search, and core UI mechanics.

✅ Customer vs. Internal Communications: Knowing when to reply to customers versus adding internal notes.

✅ SLA Awareness & Prioritization: Interpreting indicators, maintaining accurate timers, and prioritizing at-risk tickets.

✅ Request & Ticket Management: Raising, assigning, linking, and resolving issues effectively.

✅ AI-Powered Service Operations: Leveraging Rovo Chat, AI summaries, and Rovo Agents for automated workflows.

This session is interactive—bring your questions and let’s earn this certificate together!

🛠️ It is entirely free and hosted on YouTube. A recording will be made available if you can't join us live.

Your instructor: Robert Hean

Robert is an experienced Atlassian educator with a passion for helping teams unlock the full potential of Atlassian tools. Known for his clear, engaging teaching style, Robert delivers actionable insights you can apply immediately.

👉 Follow Robert for more Atlassian expertise:

LinkedIn | Learning Platform | YouTube | Blog

Kristján Mathiesen is a Technical Subject Matter Expert on Atlassian’s Community team, where he helps develop and evolve credentials that enable customers to work confidently and effectively with Atlassian products. With 16 years of product experience and more than 12 years administering Atlassian tools, he brings practical expertise to the exam development process. He focuses on Rovo, helping people become AI orchestrators who use AI-powered teamwork to find contextual knowledge and get work done more efficiently and responsibly. Kristján also brings humor and fun to his work, making technical enablement more engaging, memorable, and human.