At this level, individuals are familiar with the basic concepts and navigation of Jira Service Management (JSM). They can create and manage service requests, understand the roles of agents and customers, and have a basic knowledge of queues and SLAs.

Novices can configure service projects, set up request types and workflows, manage customer permissions, use reports and dashboards, and implement basic automation rules in JSM. They are beginning to apply their knowledge in practical scenarios.

Intermediate users can handle advanced workflow configurations, customize SLAs, integrate JSM with other Atlassian products, implement knowledge base integration, and use advanced automation and scripting. They are proficient in optimizing JSM for better performance.

Advanced practitioners design and implement complex service desk solutions, optimize JSM performance and scalability, create advanced reports and analytics, implement ITIL best practices, and manage large-scale JSM deployments. They are adept at solving intricate problems.

Experts in JSM engage in strategic planning and governance, lead implementation projects, develop custom plugins and extensions, conduct training and workshops, and drive continuous improvement and innovation in JSM processes. They are leaders and innovators in the field.