[Blogs]

Atlassian Service Collection:

High-velocity service management for the AI era

• ATLASSIAN

What was once a supporting function is now a defining part of how organizations operate—and expectations have risen accordingly. Employees rely on fast, dependable support to stay productive, while customers increasingly expect immediate, personalized experiences across every touchpoint. At the same time, service teams are under pressure to move faster, manage growing complexity, and adopt AI—often while working across disconnected tools.

The Atlassian Service Collection was designed to address these challenges head-on.

Built on the Atlassian System of Work, the Service Collection brings together Jira Service Management, Customer Service Management, Assets, and Rovo into a single, AI-powered platform. The result is a connected service experience that enables teams to anticipate issues earlier and handle them with greater speed and context when they occur.

Why Atlassian introduced the Service Collection

Service management is no longer confined to IT alone. Teams across HR, Operations, Facilities, and Customer Service now play a direct role in delivering great service experiences. Yet many organizations still rely on fragmented tools that limit visibility, slow collaboration, and delay time to value.

The Service Collection addresses this by uniting service teams on one platform. By connecting development, IT, customer support, and business teams, organizations can manage the full digital service lifecycle—from planning and building to shipping and supporting—without losing context along the way.

This unified approach helps organizations:

• Break down silos between technical and business teams
• Deliver consistent service experiences for both employees and customers
• Scale service operations without the cost and complexity of legacy platforms.

What’s included in the Atlassian Service Collection

The Service Collection is designed to be more than a set of individual service tools. By bringing Jira Service Management, Customer Service Management, Assets, and Rovo together on a single platform, it creates a shared service context across the organization.

Instead of teams operating in parallel systems, service data, workflows, and insights are connected end to end—from request intake and incident response to asset visibility and AI-powered assistance. This shared foundation allows Dev, IT, customer support, and business teams to collaborate with full context, reduce handoffs, and act faster when it matters most.

Each component plays a distinct role:

• Jira Service Management connects development, IT, and business teams to improve service resilience and employee experiences.
• Customer Service Management is an AI-first app purpose-built for external customer support, enabling faster resolutions and tighter feedback loops with development and product teams.
• Assets provides a flexible database to track and visualize services, configuration items, and dependencies.
• Rovo delivers AI-powered agents and capabilities that improve service desk efficiency, automate Tier-1 requests, and surface the right context at the right time.

Together, these capabilities enable teams to deliver personalized, context-rich service experiences at scale—value that emerges only when the platform works as a whole. 

High-velocity service management, powered by AI

AI has raised expectations for the speed, availability, and quality of service. At the same time, it has added new layers of complexity to service operations. The Service Collection applies AI in practical, service-first ways: enabling self-service, automating routine requests, and helping agents focus on higher-impact work.

With AI-powered workflows and Rovo agents, teams can:

• Deflect common requests and reduce reliance on central IT
• Resolve incidents faster with better visibility and context
• Deliver 24/7 support experiences without sacrificing quality

This approach allows organizations to deliver value fast while remaining adaptable as they scale

Industry validation: why this matters now

Industry analysts consistently validate Atlassian’s approach to service management. According to Forrester research, organizations that move from legacy ITSM platforms to Atlassian achieve significant cost savings over three years while accelerating deployment timelines.

More recently, Atlassian was named a Leader in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025, reinforcing the strength of its platform strategy and its ability to support enterprise-scale service management built for modern teams.

Deliver high-velocity service with a trusted Atlassian partner

The Atlassian Service Collection creates the foundation for connected, AI-powered service management. ByteSource helps you turn that foundation into real, measurable outcomes.

As an Atlassian Specialized Partner in Software Development EMEA, ByteSource supports your organization in designing, integrating, and scaling Atlassian solutions—from service management to developer workflows. Whether you run Atlassian Cloud or Data Center, our experts help you connect teams, optimize processes, and deliver value faster.