Atlassian Service Collection: 5 Benefits That Improve More Than Just Your IT Services
Co je Service Collection?
Service Collection combines four Atlassian products under a single license:
- Jira Service Management – an IT and service management platform
- Customer Service Management (CSM) – a new application for external customer support
- Assets – asset and dependency management
- Rovo – generative AI for service, operations, and customer support
Service Collection helps organizations:
- receive, resolve, and automate requests,
- detect and address incidents,
- manage assets and dependencies,
- improve the employee and customer experience.
Let’s take a look at five specific benefits Service Collection brings.
1. Reduce Repetitive Tickets with AI and Knowledge
Support teams in IT, HR, and other areas constantly face the same questions: “How do I change my password?”, “Where can I request a service?”, “How do I submit a vacation request?”
With Rovo and a knowledge base, users can often find answers on their own:
- the AI agent searches Confluence and company systems,
- provides accurate answers, guides users through procedures, or creates requests,
- if help is still needed, the AI creates a ticket and directs it to the right team.
2. Customer Support on the Same Platform as IT
Many organizations run ITSM and customer support on separate systems. Service Collection changes this with the new Customer Service Management (CSM) application, which enables:
- management of customer support and IT on a single platform,
- creation of customer portals,
- AI-assisted request handling.
3. Asset and Dependency Management – 5,000 Objects Included
Many companies still manage information in spreadsheets or in the heads of individual employees. With Assets in Service Collection, you can:
- manage up to 5,000 assets within the standard license,
- track hardware, software, licenses, services, and vendors,
- easily map relationships and dependencies.
4. Faster Incident Resolution with Rovo Ops
When incidents occur, teams often spend valuable time searching for information and identifying causes. With AI agents for operations and incident management, Rovo Ops:
- suggests probable alerts and incidents,
- identifies likely root causes,
- helps coordinate response activities.
5. Extend Service Management Beyond IT
Service Collection is not just for IT. The same principles and AI capabilities can be applied to:
- HR (onboarding, offboarding, HR requests),
- Facility Management (building access, equipment relocation),
- Finance and Legal (approvals, contracts).
What If You Already Have Jira Service Management?
How to Get Started?
Service Collection offers significant potential, but there is no need to implement everything at once. The most effective approach is to identify one or two key processes and gradually expand them. As an Atlassian Solution Partner, we can help you evaluate suitable use cases and successfully extend service management across your organization.
What Does Service Collection Include?
Are you ready to take your services to the next level?
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