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Exam Information
Official specifications published by Atlassian
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Skills this practice test covers
- Tell incidents, problems, changes and service requests apart in a described situation.
- Explain how ITIL and the ITSM maturity model shape IT service management.
- Set up request types, queues and SLAs in a Jira Service Management service project.
- Decide what agents, collaborators, customers and request participants can each do.
- Use automation rules, notifications and the knowledge base to keep customers informed.
- Describe how Assets tracks hardware and links it to incidents and service requests.
Explore related topics
ACA-910 exam content
2 domains · 27 topics · 91 questions
ITSM Concepts and Terms28 questions
This domain covers IT service management as a discipline, before any product appears. Candidates define the core practices, explain how ITIL guides them, describe the stages of ITSM maturity and say how Atlassian's tools fit together for ITSM.
Skills tested
- Separate incident management from problem management, including root causes and known error records.
- Describe standard, normal and emergency changes and the role of a change advisory board.
- Explain how ITIL helps align IT services with business strategy.
- Describe how an organization moves through the stages of ITSM maturity.
- Explain asset management and the purpose of a configuration management database.
Questions by topic
- What is IT Service Management?3
- Incident vs. Problem Management3
- Change Management2
- Service Request Management3
- Knowledge Management3
- Asset Management3
- ITIL4
- ITSM Maturity Model3
- Atlassian ITSM Solution Overview2
- Problem Management1
- Incident Management1
Jira Service Management Concepts, Terms, and Benefits63 questions
The larger domain covers the product itself. Candidates explain how Jira Service Management helps teams and customers, define its features and roles, map its use cases to ITSM practices, and describe reports and Assets.
Skills tested
- Configure request types, forms and fields for the customer portal.
- Organize work in queues and track response and resolution times with SLA goals and calendars.
- Build automation rules on the trigger, condition and action model, for example to escalate stale requests.
- Explain what agents, collaborators, request participants and customers can each see and do.
- Link a Confluence knowledge base so the portal can suggest articles while a request is created.
Questions by topic
- What is Jira Service Management?2
- Service Desk / Customer Portal3
- Request Types3
- Queues3
- Workflows3
- SLAs6
- Automation6
- Notifications3
- Knowledge Base (Confluence Integration)3
- ITSM Use Cases in JSM7
- Roles and User Types7
- Space Configurations2
- Improving Customer Experience4
- Reporting4
- Assets in JSM5
- Navigating JSM2
Requirements
- No formal prerequisites.
- Recommended: hands-on experience with Jira Service Management.
- Recommended: Atlassian's free ITSM learning path and its supplementary Jira Service Management path.
About the ACA-910 exam
ACA-910 is Atlassian's associate-level exam on IT service management (ITSM) and the Jira Service Management product that supports it. One domain covers ITSM itself: incident, problem, change, service request, knowledge and asset management, the IT Infrastructure Library (ITIL) and the ITSM maturity model. The larger domain covers Jira Service Management: its portal, request types, queues, service level agreements (SLAs), automation, roles, reports and Assets. Passing earns the Atlassian Certified Associate - ITSM with Jira Service Management Foundations certification.
The PlanetCert practice test gives most of its questions to Jira Service Management features, with the rest on ITSM concepts. The explanations draw the lines that candidates often blur, such as an incident versus a problem, or an agent versus a collaborator. Flashcard mode suits the ITIL and ITSM terms, and Study Mode suits the questions about SLAs and automation rules. Brainy AI Assistant can explain why a request belongs in one queue and not another, or walk through how an SLA goal is measured.
How to earn the certification
- Earns
- Atlassian Certified Associate - ITSM with Jira Service Management FoundationsAssociate
The certification is valid for two years from the exam date.
- After
- ACP-420 Managing Jira Service Projects for Cloud
The professional-level exam on configuring service projects, permissions, notifications, portals and knowledge bases.
- ACP-620 Managing Jira Projects for Cloud
A professional-level exam on managing Jira projects in the cloud.
- ACP-120 Jira Administration for Cloud
The professional-level exam for administrators of Jira in the cloud.
- ACP-420 Managing Jira Service Projects for Cloud
How to prepare for ACA-910
- 1
Check which exam the booking page lists
This practice test follows the ACA-910 objectives. Atlassian's newer exam in this area is Jira Service Management with AI Fundamentals, so confirm which one the booking page offers before planning study time.
- 2
Learn the ITSM vocabulary first
Start with the ITSM domain: incident, problem, change, service request, knowledge and asset management, plus ITIL and the maturity model. Drill the terms in flashcard mode until each practice is easy to tell apart.
- 3
Work in a real service project
Create a service project from the ITSM template and raise requests through the customer portal. Then add a request type, a queue and an SLA goal, and watch how each change appears to agents and customers.
- 4
Map roles and permissions
Roles and user types draw many questions in the practice test. List what agents, collaborators, customers, request participants and administrators can each see and do, and test the differences in the project.
- 5
Finish with the product domain under time
Jira Service Management features make up the larger exam domain. Practise SLAs, automation and Assets in Study Mode, then take a timed run of the full ACA-910 practice test and ask Brainy AI Assistant about every miss.
Start a timed ACA-910run
Atlassian's free preparation is the learning path “Adopt ITSM practices to deliver exceptional service”, with “Get the most out of Jira Service Management” as a supplementary path.
Who ACA-910 is for
- Service desk agents who want the ITSM ideas behind their daily work in Jira Service Management.
- Jira administrators who are about to set up a service project for an IT team.
- IT managers who plan how their teams handle incidents, changes and requests.
- Service management staff who are new to Atlassian's tools.
Typical job titles: Service desk agent · IT support specialist · Jira administrator · IT service manager · Service desk team lead
ACA-910 glossary
18 terms from the exam objectives and the vendor's official material, each defined in a sentence.
- Assets
- The Jira Service Management feature that tracks hardware, software and other objects and links them to requests and incidents.
- Change advisory board (CAB)
- A group that reviews proposed changes to IT systems and advises whether and when they should go ahead.
- Collaborators
- Jira users without an agent role who can view requests and add internal comments to help the agents.
- Configuration management database (CMDB)
- A database of configuration items, such as servers and applications, and the relationships between them.
- Customer portal
- The site where customers raise requests, follow their progress and read knowledge base articles.
- Incident Management
- The practice of restoring a service as quickly as possible after an unplanned interruption or a drop in quality.
- IT Infrastructure Library (ITIL)
- A best-practice framework that describes how to plan, deliver and improve IT services.
- ITSM maturity model
- A model of the stages an organization passes through as its IT service management practices improve.
- Known error
- A problem whose root cause has been found and recorded, often with a workaround, before a permanent fix exists.
- Post-incident reviews
- Reviews held after a major incident to record what happened and what will prevent it next time.
- Problem Management
- The practice of finding and removing the underlying causes of incidents, so that they stop coming back.
- Queues
- Filtered lists of requests that agents work from, for example all open requests that will soon miss an SLA.
- Request participants
- People added to a request besides its reporter, who can see it and receive its notifications.
- Request types
- The kinds of request a service project accepts, each with its own form, workflow and place in the customer portal.
- Service catalog
- The published list of services and request options that an IT team offers its users.
- Service Request Management
- The practice of handling routine user requests, such as access, information or new equipment, that are not failures.
- SLAs (Service Level Agreements)
- Time goals for requests, such as time to first response or time to resolution, that Jira Service Management tracks against a calendar.
- Statuspage
- Atlassian's product for telling users about service status and incident updates while an incident is open.
Related practice tests
- ACA-915Atlassian Certified Associate - Atlassian Cloud Foundations (ACA-ACF)
- ACA-920Atlassian Certified Associate - Confluence Essentials
- ACA-900Atlassian Certified Associate - Jira Essentials
- ACA-905Atlassian Certified Associate - Jira Software Board Configuration
- ACA-930Atlassian Certified Associate - Loom Essentials