In today’s fast-paced business environment, service management extends far beyond traditional IT help desks to encompass every department that interacts with employees or customers. Atlassian’s Service Collection transforms this reality by providing integrated tools that make service delivery a shared responsibility across your entire organization.
Service management is no longer confined to IT—it’s a shared responsibility that empowers every team to deliver exceptional experiences.
The platform centers on Jira Service Management as its foundation, handling internal IT support and operations while extending capabilities to departments like HR and Legal through automatic request routing. This unified approach connects development, IT, and business teams on common infrastructure including queues, SLAs, forms, and reports. You gain streamlined operations that keep essential services running while breaking down silos that traditionally separated support functions. Organizations typically see a 20% reduction in IT operational costs post-ITSM deployment.
Customer Service Management addresses external support needs with AI-powered features and CRM integration. You can deploy customer hubs, omni-channel support, and embeddable request widgets that provide 24/7 assistance. The system includes AWS telephony, mobile app access, and customer profiles that enable personalized experiences. AI agents automatically triage requests and deflect tickets to knowledge bases, freeing your team for high-value work. The platform integrates with Amazon Connect to deliver seamless phone support experiences.
Assets functions as a flexible database tracking hardware, software, services, and dependencies across your organization. You can visualize relationships between objects through dependency maps, reducing risks and providing vital context to service agents. The system links objects to requests, displays creation dates, and shows related incidents. With over 30 connectors, you can import data from external sources and automate asset movement updates. Premium editions include 50K objects while Enterprise editions scale to 500K objects with reduced storage costs.
Rovo delivers AI agents that automate repetitive tasks including request triage, incident resolution, and knowledge generation. These capabilities support error prevention, report generation, and incident response while improving productivity across your teams. Development teams receive real-time bug insights prioritized by customer data, while customer support achieves faster resolutions with direct feedback loops to product teams.
The Service Collection simplifies your toolchain by integrating ITSM and CSM into one platform. You improve time-to-value through AI-driven automation and expand capabilities without additional costs through bundled applications. Every team gains full context from customer data, services, and documentation, enabling them to participate effectively in service delivery.
