AI-first Service Management for Every Team
The world moves fast. Like, “products that used to take months now ship in days” fast. Customers want instant answers. Employees expect work to feel as smooth as their favorite app. And with AI, the bar for speed and service keeps rising.
But most companies are still stuck in the dark ages—siloed teams, clunky tools, and “innovation” that means another six-month rollout and a million-dollar consulting bill. Yikes.
That’s why we built Service Collection, launching today at Team ‘25 Europe. Our service management solution combines apps and AI agents to bring your internal and external service game into the 21st century. No more tool sprawl. No more AI that feels bolted on rather than intuitive. Just fast, connected, always-on service on one platform, that predicts and prevents issues, across IT, Ops, HR, and Customer Support.
What is Service Collection?
Atlassian Service Collection unites Jira Service Management, Customer Service Management, and Assets into a single AI-powered solution. These leading apps are now sold together to deliver smarter, faster service and help you prevent and respond to issues.
- Jira Service Management: The foundation of Service Collection. Built for internal support and streamlining IT operations, Jira Service Management connects Dev, IT, and business teams to keep employees happy and critical services up and running at all times.
- Customer Service Management: The shiny new app on the block. Built for external customer support, Customer Service Management is AI-first, omni-channel, and designed to tighten the loop between your frontline support heroes and the folks building and running your products.
- Assets: The flexible database to track, manage, and visualize what matters to your business—hardware, software, services, you name it.
It also includes Rovo agents that serve as AI teammates to employee support, Ops, and customer support.
Service Collection, together with the entire System of Work, helps you build the organization of the future, ensuring services stay up and running and customers and employees get the help they need, when they need it. It keeps teams humming, customers and employees happy, and the business moving forward.
Let’s dive into all the exciting capabilities Service Collection has to offer, starting with our new Customer Service Management app.
The Shiny New App: AI-reimagined Customer Service Management
Atlassian’s new Customer Service Management app starts with AI to connect support, dev, ops, and product teams through the Teamwork Graph, so issues are detected faster, fixes ship sooner, and services come back online quickly.
After announcing the beta at Team US just six months ago (huge thanks to the nearly 600 beta participants!), Customer Service Management is now available as part of the Service Collection.
With Customer Service Management, you’re not just speeding up support—you’re making it smarter, more connected, and way less painful for everyone involved. It delivers:
- Consistently great service across every channel. Meet customers via email, chat, web, or phone. With our new integration with Amazon Connect, customer service teams can now direct and route calls in the same workspace as other service channels.
- AI that works with your team. Rovo Customer Service Agent responds instantly, understands every request, suggests solutions, and accelerates resolutions—then seamlessly transitions complex issues to human agents. It learns as it goes, so fixes get faster and your team can focus on high-impact work.
- Support with full context. Bring together customer data, relevant services, team information, and documentation into one workspace. With Atlassian’s Teamwork Graph, both AI and human agents have the full picture, so support feels personal and connected.
- One platform for every team, ready from day one. Break down siloes between support, development, operations, and product. Resolve customer issues end-to-end, share feedback and fixes across teams, and deliver smarter service immediately. No consultants or long setup.
If you’re already using Jira Service Management, you’ll get Customer Service Management included in your current subscription when you move to Service Collection.
Customers are already seeing transformative results:
The AI capabilities in the Customer Service Management app are among the most impactful applications of AI I have seen in a business tool.
-Matt Ingersole, CIO, Leadership Circle
Leadership Circle has rolled out our AI-powered CSM app to three million customers and partners, in 21 languages, in under five months!
The Foundation: Jira Service Management
We continue to make huge advancements in Jira Service Management so enterprises can supercharge employee experiences and service resilience. Jira Service Management is already trusted by 60,000 customers worldwide, with 50% part of the Fortune 500. From the world’s largest enterprises to fast-growing startups, companies like Ford, Dominos, and Fanduel rely on Atlassian every day to deliver exceptional service experiences, and Service Collection builds on this foundation.
Customer Spotlight: Warehouse Group
The Warehouse Group rolled out Jira Service Management 14x faster than their previous ITSM tool and cut their total cost of ownership by 25%. Read the customer story.
In the last six months alone, Rovo has helped orchestrate over one million workflows in Jira Service Management. We continue to improve Rovo capabilities in Jira Service Management to help you deliver even better support and reimagine operations for a digital-first world.
- Deliver amazing employee support with Rovo Service: Rovo Service Agents automate, triage, and resolve requests so employees get fast, personalized help wherever they need it. Take something complex like employee onboarding. Rovo can orchestrate tasks across HR, IT, facilities, and legal all while partnering with support agents to handle the exceptions and approvals. The result is a streamlined, end-to-end process that saves time for HR teams and creates a better experience for every new hire.
- Reimagine AIOps for a digital-centric world with Rovo Ops: Rovo Ops helps IT Ops teams resolve issues faster by separating signal from the noise and reducing manual effort. It instantly surfaces the root cause, visualizes affected services with the Service Graph, and integrates with tools like Dynatrace, New Relic, and BigPanda so incident records have the full context and ops teams can validate the root cause and resolve issues without switching between tools. By recommending next steps, identifying experts, and mobilizing the right response, Rovo Ops enables teams to resolve issues faster with less manual effort—so your services stay up and running, no matter what.
With Rovo as part of Service Collection, your service and Ops teams can spend less time on manual work and more time delivering the fast, reliable service your employees and customers expect.
The Flexible Database: Assets
Asset management is the backbone of any great service operation. Why? Because every service request, incident, or change usually ties back to something you own, whether it’s hardware, software, facilities, or even business-critical data. Assets gives you a flexible, powerful way to track and manage all those resources, right where your teams work.
From manufacturing to media, organizations are transforming how they manage critical resources with Assets:
- Nestlé uses JSM Assets as its central source of truth to manage its product engineering tools. This enables the team to accelerate automation across platforms that drive product development and power consumer and customer-facing technologies.
- BMG uses JSM to power its ITSM workflows and manage its technology estate with precision. BMG uses Assets as its CMDB to track and connect its systems and workflows for publishing and record label operations, ultimately driving organizational digital transparency.
- And for companies like Ford building automotive, assets could even be VIN numbers, modules, and parts.
Keeping asset data accurate is one of the toughest challenges in IT. Outdated or conflicting records lead to failed changes, surprise costs, and even incidents. That is why we’re excited to announce the general availability of Data Manager, available exclusively to Service Collection Premium and Enterprise customers.
With Data Manager, you can seamlessly collect, cleanse, and reconcile asset data from more than 20 sources. No more manual imports or custom scripts. Just a single, reliable view of your assets data that your teams can trust.
Get started with Service Collection today
Service Collection is Atlassian’s new way to do service management better—AI-powered, all-in-one, and ready for the realities of modern work. It means the end of tool sprawl, the death of legacy bloat, and the start of something way more connected, efficient, and (dare we say?) fun.
Who’s it for? Honestly, everyone. No matter the size of your organization, Service Collection is built to meet you where you are. With Free, Standard, Premium, and Enterprise editions, there’s an option for every service team.
Ready to see what high-velocity service management looks like? The future’s here—and it’s a lot less complicated.
Explore more at Team ’25 Europe
Service Collection was unveiled at our annual user conference, Team ‘25 Europe, alongside several other exciting announcements. Want to dive deeper into what’s new from Team ‘25 Europe? Explore our live-streamed and on-demand sessions—there’s plenty to discover, whenever it fits into your schedule.