AI in Service Management on-demand webinar: reduce manual work with JSM and Rovo • Watch now

Reading, UK

Keep happier customers, users and teams

Secure high CSAT ratings through powerful automations, carefully deployed agentic AI, and process optimisation across your service management and delivery.

What are you looking for?

More efficient service workflows

Drive efficiencies throughout your end-to-end workflows. We’ll audit your existing configuration, integrations and tooling to identify use cases where AI can have a tangible benefit, how to better use automation roles, and where there’s scope to reconfigure key capabilities for greater impact.

Find out more

Successful ESM expansion, with organisation-wide adoption

Embed sustained consistency and structure across your wider teams with scalable Enterprise Service Management (ESM). We’ll work closely with you to drive organisation-wide adoption of proven service management best practice, processes and guardrails.

Find out more

Improved knowledge management

Reduce ticket volume, encourage self-service, and centralise scattered knowledge with a dynamic Knowledge Base. We’ll guide you through knowledge management best practice, the role of agentic AI, and ongoing quality management and publishing processes.

Find out more

Balancing service delivery innovation with compliance

Deliver smarter, faster service management while maintaining compliance, governance, and auditability.

Find out more

35% increase in SLA success with Virtual Agents

An international catering business asked us to enhance processes across their Service Management tooling using automation and virtual agents.

0 → 85%

SLA success

Faster0

ticket closures

customer satisfaction

Service management with JSM + AI

Create a smarter service desk powered by automation and AI. We combine Jira Service Management with Atlassian’s latest AI capabilities and automation features to streamline support operations and enhance customer experiences.

Key features:

AI-powered request triage
Automated knowledge suggestions

Intelligent routing and workflows
Automated ticket resolution

Benefits:

Faster response and resolution times
Reduced manual tasks for support teams

See how this solution drives results

Improved service and customer satisfaction
Greater operational visibility

Service management in regulated industries

Deliver service management while maintaining compliance, governance, and auditability. We combine Jira Service Management with Confluence and the Workflows for Confluence app to create a secure, compliant service management environment for regulated organisations.

Key features:

Controlled documentation workflows
Approval and publishing governance

Compliance-ready knowledge management
Full audit trails and version control

Benefits:

Meet regulatory requirements
Ensure documentation governance

Explore this solution in detail

Improve traceability and accountability
Maintain operational efficiency

Service management for business teams

Extend service management beyond IT with Enterprise Service Management (ESM). Using powerful JSM configuration aligned with ESM best practices, we help organisations roll out structured and trackable service delivery across various departments such as HR, Finance, and Operations.

Key features:

Business service request portals
Structured request workflows

SLA tracking and reporting
Automated approvals and routing

Benefits:

Standardised service delivery across teams
Improved visibility and accountability

Learn how we can solve your challenges

Faster request fulfilment
Reduced operational bottlenecks

Knowledge management systems

Turn scattered information into a powerful self-service engine. We help teams design and implement structured, searchable knowledge bases and help centres that make answers easy to find and reduce incoming support requests.

Key features:

Structured knowledge architecture in Confluence
Integrated knowledge articles within JSM

Smart search and self-service portals
Knowledge lifecycle governance

Benefits:

Reduce ticket volume
Empower employees with self-service

Embedding AI across your Service Management toolset

From Atlassian Rovo and custom Forge apps, to Claude and AWS Strands agents, we’ll work closely with your teams to identify use cases where AI can really make a difference in your service delivery. From handling complex integrations to embedding an estate of scalable AI agents, we’ll guide you through to successful outcomrs.