Whether your business supports employees, customers, or both, you must provide some kind of service. Over time, expectations for these services have changed. People expect fast, reliable, and personalized service both within the company and as a client. These services must also be delivered seamlessly across channels and teams. All the while, organizations are under pressure to move faster, adopt AI responsibly, and reduce the complexity and cost of legacy service management tools.
That’s where Atlassian’s Service Collection comes in.
Built on the Atlassian System of Work, the Service Collection connects teams, tools, and data across the enterprise to help organizations deliver exceptional service experiences. The best part is that it does all this without sacrificing speed, visibility, or scalability.
Why Modern Service Management Needs a New Approach
Traditional service management platforms were designed for a different era. They were designed for a time when IT worked in isolation, customer service lived in a separate system, and AI was not even considered. Today, service experiences span software development, engineering, IT operations, HR, facilities, and customer support, all working together to keep systems running and customers satisfied.
Yet many organizations still struggle with:
- Disconnected tools and siloed data
- Slow handoffs between teams
- Limited visibility into incidents, assets, and customer impact
- High costs and long implementation timelines
- AI initiatives that add complexity instead of value
The result? Slower resolution times, frustrated employees, and customers who feel the disconnect. Atlassian recognized this challenge and responded with a new way to think about service management. They combined products for a solution that unifies experiences across the entire enterprise.
What Is Atlassian’s Service Collection?
Atlassian’s Service Collection is a curated set of apps and AI-powered capabilities designed to help organizations deliver high-velocity service management across employees and customers.
The Service Collection brings together:
- Jira Service Management (JSM): The core service management platform that connects Dev, IT, and business teams to deliver resilient, scalable support.
- Customer Service Management (CSM): A purpose-built, AI-first solution for external customer support that tightens feedback loops between frontline teams and development.
- Assets: A flexible, enterprise-grade asset and configuration management database that provides visibility into services, dependencies, and infrastructure.
- Rovo: AI-powered agents and capabilities designed specifically for service, operations, and customer support use cases.
Together, these capabilities create a single, connected service experience, greater than the sum of its parts.
Connecting Teams Across the Enterprise
One of the most powerful outcomes of the Service Collection is how it breaks down silos between teams. Instead of juggling multiple tools and disconnected workflows, teams work from a shared platform with a common understanding of priorities, context, and impact.
With the Service Collection, organizations can:
- Unite development, IT operations, and support teams on a single platform
- Improve collaboration across incidents, changes, and requests
- Share real-time insights between customer service and product teams
- Reduce friction between technical and business stakeholders
This alignment enables teams to prevent issues before they arise—and respond faster when they do.
AI-Powered Service Experiences That Deliver Real Value
AI has raised the bar for service management—but it’s also introduced new risks and costs when implemented poorly. The Service Collection takes a different approach by embedding AI directly into service workflows, where it delivers immediate, contextual value.
With Rovo AI agents, organizations can:
- Deflect Tier-1 requests through intelligent self-service
- Surface relevant knowledge and recommendations at the right moment
- Detect incidents faster and assist with root cause analysis
- Automate routine tasks so teams can focus on high-impact work
Because these AI capabilities are purpose-built for service use cases, teams can adopt AI confidently, without adding unnecessary complexity or risk.
Supporting Both Employees and Customers On One Platform
Service Collection recognizes that great employee experiences and great customer experiences are deeply connected.
For employees, the platform enables:
- 24/7 self-service support across IT, HR, and operations
- Faster onboarding and request fulfillment
- Less reliance on centralized IT teams
For customers, Customer Service Management delivers:
- Omnichannel support (email, chat, web, phone)
- AI-assisted responses that improve speed and accuracy
- Seamless collaboration between support, engineering, and product teams
- Faster resolution and tighter feedback loops
The result is a more connected, consistent experience both internally and externally.
Faster Time to Value, Lower Total Cost
Legacy service management platforms are often expensive to deploy, costly to maintain, and slow to evolve. The Service Collection was designed to deliver value fast, while remaining flexible as organizations scale.
Organizations adopting Atlassian’s service management approach have seen:
- Faster deployments compared to legacy ITSM tools
- Reduced reliance on specialized administration teams
- Transparent pricing and lower long-term costs
- Improved efficiency across incident and change management
By consolidating service management onto the Atlassian Cloud platform, teams gain the agility they need without sacrificing governance or security.
Built on the Atlassian Cloud Platform
At the foundation of the Service Collection is Atlassian’s Cloud Platform, which connects all teams, tools, and data through a shared system of work.
This platform-first approach ensures:
- Seamless integration across Atlassian apps
- Enterprise-grade security and scalability
- Continuous innovation without disruptive upgrades
- A consistent experience for admins, agents, and end users
It’s a future-ready foundation for organizations modernizing their service management strategy. And who should you trust to deliver the right solutions on Atlassian Cloud? An Atlassian Cloud Specialized Gold Solution Partner, like SPK and Associates.
Get Started with Atlassian’s Service Collection
Successfully adopting Atlassian’s Service Collection isn’t just about licensing. It’s about designing the right service experiences, aligning teams, and scaling with confidence.
SPK and Associates is a trusted Atlassian Solution Partner with deep expertise in service management, enterprise collaboration, and Atlassian Cloud transformations. As an Atlassian Cloud Specialized partner, SPK helps organizations assess readiness, design scalable service workflows, implement best practices, and optimize the Service Collection to deliver measurable outcomes.
If you’re ready to connect teams, tools, and data, and transform how service is delivered across your organization, then contact SPK and Associates today to start your journey with Atlassian’s Service Collection.
