Transforming Service Management for the AI Era

Forrester Consulting research highlights that 97% of enterprise leaders struggle to meet service expectations, with lost productivity as the primary business cost, while 80% of organizations plan to adopt agentic AI within 12 months. Atlassian’s Service Collection innovations at Team ’26 Europe introduce tools designed to break the reactive break-and-fix cycle by embedding service directly into workflows and leveraging AI with deep organizational context. The updates target teams across development, IT, business, and customer service, emphasizing unblocking productivity rather than managing isolated tickets.

Solution Composer (open beta) enables teams to launch a tailored service desk in minutes by describing needs in natural language, with Rovo automating the setup of request types, workflows, SLAs, and portals behind the scenes. Workforce Management in Jira Service Management (now generally available) unifies schedule management, real-time availability, team capacity, and skill-based routing to assign work automatically to the right person at the right time, reducing manual coordination overhead.

Proactive Service Management (closed EAP) uses Rovo to monitor endpoint device health, detecting performance degradation early to resolve issues in the background or route requests to the correct team, shifting digital employee experience from reactive ticket churn to continuous, proactive flow. New AI Change Risk Assessment workflows in JSM, generally available, analyze risk across business, technical, operational, compliance, and financial factors using context from the Teamwork Graph, with Rovo suggesting one-click mitigation actions for operations teams.

Service Collection now connects hardware assets directly into the Teamwork Graph via a new Hardware Asset Management module in Jira Service Management, enabling AI insights to flag trends like warranty expirations or device shortages and trigger automated replenishment workflows. Context is extended into tools like Slack, Teams, or Claude through service and operations context (closed EAP), allowing AI agents to resolve incidents and manage requests without switching tools, while maintaining governance guardrails set in JSM.