This is one for all of you working in IT Service Management, Customer Service, IT Ops and beyond. The Atlassian Service Collection has arrived – and we’re here to guide you through it.
What is the Atlassian Service Collection?
The Service Collection combines three core Atlassian apps – Jira Service Management (JSM), Customer Service Management, and Assets – alongside selected agents and apps into one cohesive solution.
Launched at the Atlassian Team ‘25 Europe event, the Service Collection is one of two new collections announced. The other is the Atlassian Software Collection, which we’ll explore further in a future blog post.
Both the Service and Software Collections join the existing Teamwork and Strategy Collections.
Atlassian’s move towards Collections demonstrates its focus on offering customers wholly integrated and unified experiences across the Atlassian Cloud Platform, with dedicated solutions comprising platform apps (like Jira, JSM and Confluence), specific Rovo Agents, and other tools.
Who is the Service Collection for?
Broadly, the Service Collection has been designed for teams delivering employee support and internal IT Service Management, and teams focused on external customer service.
Let’s spend a little time looking at each of these.
IT Service Management teams
Jira Service Management has long been a highly popular ITSM platform. The Atlassian app connects IT, Ops and Dev teams to seamlessly respond to requests, escalate incidents and resolve problems.
With an integrated knowledge base via Confluence, and the use of Virtual Agents and dedicated Rovo Agents for ITSM use cases, JSM enables teams to triage, respond and resolve requests ever faster and more efficiently.
Now, JSM still does all of this – ultimately enabling organisations to deliver high velocity ITSM. But, whereas before teams may have used JSM in isolation, as part of the Service Collection, they now benefit from a more robust and holistic approach to service management.
Roll out structured, trackable service delivery across your business teams with our dedicated solution: Service Management for Business Teams. Developed specifically to help ALL teams benefit from the structure and governance of ITSM, and to deliver better service to their end-users, our specialist team will guide you through each stage.
Customer Service teams
Prior to the Atlassian Customer Service Management app (CSM), teams may have had two choices. They either used JSM for external customer service, or integrated a third-party CSM platform.
Now, those same teams can unlock dedicated CSM functionality from within the Atlassian Cloud Platform.
Previously JSM could be used to fulfil CSM requirements very well. Self-serve portals, knowledge base, SLA tracking and virtual agents – all of these capabilities can meet a range of CSM use cases.
But with CSM, customer-facing teams can now unlock dedicated functionality, designed specifically for them.
💡 Atlassian Customer Service Management
Atlassian describes its new CSM app as an ‘AI-powered customer service solution’.
Let’s explore that in a little more depth.
Rovo delivers 24/7 customer service, and AI agents can be continually strengthened with data insights and coaching to provide exceptional service delivery. Your human support teams can also use Rovo internally, to deliver instant customer context, knowledge suggestions and more.
Rovo draws on the teamwork graph, to ensure that every virtual agent response to a customer request is supported with your organisation’s unique knowledge and context.
Similar to JSM’s core strength of integrating Dev, IT and Ops teams, CSM also brings teams together to overcome data silos and deliver solutions to customer queries and requests – faster and more effectively.
CSM also enables you to create a self-serve customer portal, branded to reflect your organisation’s look and feel for a cohesive customer experience.
What’s included in the Service Collection?
As we mentioned earlier in this piece, the Atlassian Service Collection includes:
Jira Service Management (JSM)
Customer Service Management (CSM)
Assets
AI experiences and agents powered by Rovo
Now, we’ve already taken a look at the newly launched Customer Service Management app, and most of you will be familiar with Jira Service Management already.
So, let’s look at the perhaps lesser-known Assets app. We’ll then move on to Rovo’s role in the Service Collection.
Asset Management
Assets used to be included in JSM Premium and Enterprise plans, but has now been promoted to an Atlassian platform app. It is a core app in the Service Collection, and can be used to manage and configure assets across your organisation.
This is actually a timely opportunity to share a key update about the teamwork graph and assets.
Announced at Team ’25 Europe, the teamwork graph now includes an organisations assets, meaning it can track the context of, and relationships between, digital, physical and knowledge objects.
With Assets, you can create a dynamic database to collate and track all your enterprise assets. You can also link objects to everything from support tickets to work items, ensuring visibility, context and shared data across your teams.
Are you keen to enhance your service delivery, but operating within the confines of a regulated industry? We’ve developed a solution just for you and your teams. With the Service Management for Regulated Industries solution, we’ll work with you to unlock faster delivery, stronger governance, and smarter service experiences – without compromising on regulatory obligations.
Rovo and the Atlassian Service Collection
We’re now at a stage where Rovo truly lies at the heart of the Atlassian Cloud Platform, powering enterprise search, providing high quality chat and knowledge sharing capabilities with context, and fulfilling specific use cases through Rovo Agents.
So, how do we harness Rovo’s powers in Service Management?
The first, and perhaps most obvious use case, is through AI Virtual Agents. Designed to triage, respond to (and, in some instances, resolve) requests swiftly, Virtual Agents can enhance employee and customer experience, and minimise the need for human agent intervention.
For most of us, Virtual Agents aren’t a new phenomenon – ITSM and customer-facing teams have been using chatbots and AI-powered triage for years. What is notable now though, is the growing sophistication and complexity of these agents. The Atlassian teamwork graph really plays a role here, as it draws on that unique organisational context of yours to deliver even more meaningful and relevant actions and responses.
There are several Rovo Agents designed to enhance Service Management. These out-of-the-box agents include Rovo Ops, Service Request Helper and Service Triage. You can also create your own custom agents using Rovo Studio (a no-code route) or in Forge.
Are you looking to unlock faster service delivery, happier end-users, and greater visibility – all through cutting-edge automations and AI agents? In our dedicated Service Management with JSM + AI Solution, we’ll empower you to combine Jira Service Management with the latest in Atlassian’s AI and automation capabilities.
5 reasons to use the Atlassian Service Collection
Before we wrap up, let’s look at why the Atlassian Service Collection is worth investing in. We’ve spent years guiding organisations through their ITSM journeys – so we’re well placed to assess the value of this new offering from Atlassian.
The integration element: We’ve long said that JSM’s strongest USP was its native integration with Jira, bringing IT, Ops and Development teams together in one place. The Atlassian Service Collection doubles down on this concept of integration, uniting IT Service Management, Customer Management, and Asset Management in one tightly integrated, cohesive solution. And, as part of the Atlassian Cloud Platform, it still integrates natively with Jira.
Rovo: Rovo is so much more than a virtual agent offering. Sitting at the heart of the Service Collection, Rovo provides IT and Customer Service Management teams with powerful enterprise search capabilities, knowledge sharing, automated agentic actions, and more. It’s not an add-on; it’s a deeply integrated AI provision.
Ease of use: JSM has always been renowned for its user-friendly interface. The CSM app is no different – users benefit from a clean, simple and intuitive experience.
Pace of change: We’ve seen significant innovation across Atlassian Cloud apps in recent years, and it shows no sign of slowing down. If you use the Service Collection, we expect you to benefit from continual investment in Rovo, enhancements in the CSM app (as it is a new addition to the Atlassian Cloud Platform), and more.
Part of the Atlassian ecosystem: We’re coming full circle here. Sitting on the Atlassian Cloud Platform, the Service Collection naturally aligns with the wider Atlassian ecosystem, from apps in the Teamwork Collection, to those in the Software Collection. When you have enterprise teams collaborating across myriad business areas, there’s real value in having a complementary tech stack. Information flows, visibility is strong, and processes are consistent. Put simply, the Atlassian Cloud Platform connects all business teams, work and goals.
What’s next?
If you’re ready to unlock high velocity service management across a range of tightly connected tools, we’d recommend you explore the Atlassian Service Collection.
Or, if you’re already using Atlassian’s service management apps but wondering how you could level up the experience for your users, employees and customers, we can help. As Atlassian Platinum Solution Partners, we’re a safe pair of hands to guide you through your service journeys.
We can support you in embedding new AI capabilities in JSM, and unlocking faster, better service outcomes as a result.
We’ll help you to navigate the complexities of service management in regulated industries, balancing innovation with compliance requirements.
And we can guide you as you scale up to ESM (Enterprise Service Management), embedding the principles of service management across your business teams.
