ACP-120

The Atlassian ACP-120 exam, "Jira Service Management (JSM) Service Desk Fundamentals," focuses on demonstrating competency in using Jira Service Management to manage and deliver IT service desk support. The main points covered include:

• Understanding the Jira Service Management (JSM) platform: This encompasses familiarity with the core concepts, architecture, and capabilities of JSM, including its role in ITSM. You'll need to know how it differs from Jira Software.

• Managing projects and service desks: This covers creating and configuring service desks, managing projects within JSM, and understanding the different configurations and options available for customization. This includes understanding customer portals and their configuration.

• Managing requests and incidents: A significant portion focuses on the lifecycle of requests and incidents—how to create, manage, resolve, and report on them. This includes understanding SLAs (Service Level Agreements) and their impact on request management.

• Using dashboards and reporting: The exam tests your ability to leverage JSM's reporting and dashboarding capabilities to gain insights into service desk performance, identify trends, and track key metrics.

• Managing agents and customers: This includes understanding agent roles, permissions, and workflows, along with the customer experience within the JSM portal. Knowledge of customer communication and management is essential.

• Understanding the integration capabilities of JSM: While not deeply technical, you should have a general understanding of how JSM can integrate with other Atlassian products and third-party tools to enhance functionality.

• ITIL Foundation concepts (broad understanding): Although not a deep dive, you need a basic understanding of core ITIL concepts (Incident, Problem, Change, etc.) as they relate to JSM's implementation and functionality.

In summary, the ACP-120 exam emphasizes practical application and understanding of JSM within the context of IT service management. It's less about deep technical configurations and more about the effective use of the platform to deliver and manage IT support services. The focus is on how to use JSM, not necessarily why every underlying technical detail works the way it does.