The Atlassian Service Collection delivers an intelligent, AI-powered approach to ITSM and enterprise support. Designed to unify teams, simplify request management and enhance visibility, it enables organizations to deliver faster, more efficient service experiences across IT, operations and customer support.
Jira Service Management
Jira Service Management connects IT, development and business teams on a single platform to manage requests, incidents, problems and changes efficiently. It provides workflow automation, SLAs and real-time collaboration to improve service reliability and response times.
Keywords: JSM; IT Service Management; ITSM; ITIL; Incident Management; Change Management; Service Desk Request; Request Management; IT Operations;
Customer Service Management
Customer Service Management extends Jira Service Management for external support teams. It provides a structured customer portal, case tracking and automation features to manage customer enquiries and feedback efficiently.
Keywords: CSM; Customer Support; Helpdesk; Customer Portal; Case Management; Service Operations;
Assets
Assets enables centralized tracking of assets and configuration items within Jira Service Management. It maps dependencies between systems, services, and users to improve troubleshooting, change management and impact analysis.
Keywords: Asset Management; Service Configuration; Configuration Management; CMDB; IT Assets; IT Operations;
Rovo
Rovo integrates AI capabilities into Atlassian's tools to assist with service operations. It helps teams triage requests, generate responses, retrieve knowledge articles and automate repetitive service tasks.
Keywords: AI; AI Agent; AI Assistant; AI Service Management; Knowledge Management; Automation; Incident Response;