The service delivery landscape is shifting. Delivering products fast and at scale is no longer a nice-to-have; it’s an expectation. Customers today want instant answers, consistent service, and continuous innovation. To meet these expectations, companies are under increased pressure to adopt AI and modernize operations.
Yet, even at this pivotal point in service delivery, many companies still rely on legacy systems and outdated processes. This reliance creates technical debt and organizational friction, resulting in tool sprawl, silos, and inefficiencies. It also impacts companies’ ability to stay agile, meet customer demand, and keep critical services running.
Enter: Atlassian’s Service Collection, the next step in modernizing operations. The Service Collection connects Atlassian’s most critical service applications, Jira Service Management, Customer Service Management, and Assets, under a single license to transform and improve delivery across an enterprise.
By implementing the Service Collection, companies can easily make AI a part of their service management for better customer support and experiences. It also helps companies adopt modern Enterprise Service Management (ESM) practices, enhance resilience, accelerate innovation, and increase time-to-value.
Why Enterprise Service Management Matters
Traditionally, IT teams relied on IT Service Management (ITSM) to deliver products and services to customers. While this was sufficient in the past, traditional ITSM today creates gaps between a business and its service delivery, leading to miscommunications, poor user experience, and fragmented workflows. It also makes digital transformation and the adoption of newer tech, like AI, harder.
ESM changes this by applying ITSM best practices across an entire organization. Through ESM, teams come together using a single, centralized solution, helping companies remain competitive, deliver services faster, collaborate better, and resolve issues more efficiently.
But for ESM to truly transform an organization and deliver measurable business outcomes, businesses need the right tools and solutions.
Atlassian’s Service Collection
Built on Atlassian’s Cloud Platform and using the System of Work, the Service Collection combines foundational Atlassian apps and AI agents to centralize service management. Instead of tool sprawl, siloed workflows, and thrown-together AI initiatives, the Service Collection unifies teams, like HR, IT, Ops, and Customer Support, to keep businesses moving forward.
The Service Collection is made up of four essential Atlassian service applications:
- Jira Service Management (JSM): Unlock high-velocity service management and bring teams together on a centralized and flexible system. JSM makes service management a collaborative, customizable experience for all teams, not just Dev and IT, to streamline everything from incident management to employee support.
- Customer Service Management: Provide customers with the best possible service using AI teammates across every channel. With the built-in power of Rovo and Rovo Agents, teams come together on one platform to improve customer experience, gain full customer context, quickly build knowledge bases, break down silos, and effectively harness AI.
- Assets: Track, manage, and visualize all assets across your organization. Assets provides a flexible database and single source of truth, ensuring all critical resources and asset data are accurate and properly managed.
- Rovo: Integrate AI into workflows seamlessly. Rovo is built directly into the Service Collection apps, making AI adoption easier and more effective. Rovo and Rovo Agents provide instant answers, enable employee self-service, generate knowledge, resolve incidents, and more.
How the Service Collection Unlocks Real Value
Atlassian’s AI-powered Service Collection shifts service from reactive to proactive, unlocking real business outcomes:
- Operational resilience through automation: By connecting and automating workflows across the Service Collection apps, teams reduce manual effort to improve service delivery, reduce risk, and drive digital transparency.
- Increased customer satisfaction and reduced MTTR: Rovo Agents helps teams work smarter and deliver faster. Rovo Agents make employee self-service easier and can provide customers with instant answers, freeing teams to focus on higher-value tasks while increasing customer satisfaction. Integrating with the Teamwork Graph, Rovo also creates a web of context to fix issues faster and improve Mean Time to Resolution (MTTR).
- Faster time-to-value: By centralizing service management, teams no longer face tool sprawl and constant context switching. Teams can focus on delivering products and services faster and at scale, increasing time-to-value and ROI, instead of wasting time and resources searching for answers and context.
Precise Service Delivery For the Modern Enterprise
The Atlassian Service Collection provides AI-powered apps for enterprises to elevate and modernize their service management, but realizing its full potential requires expert guidance. As Atlassian’s leading global strategic partner, Valiantys can ensure you get the most value out of Atlassian and the Service Collection.
With Valiantys Precision Framework, we help you bring the Service Collection to life and deliver real value. Using iterative phases, Precision cuts through operational complexity and simple tool deployment with:
- Strategic advisory and roadmapping: We create a TCO analysis, a comprehensive business case study, an ESM maturity assessment, and a strategic roadmap to ensure you get the most out of your investment.
- Design and customization: Our experts can customize the Atlassian platform and Service Collection to your organization’s goals, scale, and complexity.
- Implementation: We provide end-to-end process reviews, service blueprints, and proof-of-concept delivery to create a solid ESM foundation.
- Effective AI: Using advanced AIOps integrations and automations, we create a connected ecosystem that harnesses AI to reduce risk, build operational resilience, and continuously improve service delivery. Our team includes Rovo and AI experts, and we offer a Rovo Boot Camp to equip your organization with the skills to make AI stick.
If you’re ready to unlock high-velocity service management with Atlassian, contact our experts today.
