A Unified Suite for AI, ITSM, and CSM

Executive Summary

Atlassian has announced the launch of the Service Collection, a unified suite combining IT Service Management (ITSM), Customer Service Management (CSM), and AI-powered tools. This new offering is available to new customers from 7 October 2025 and aims to simplify service operations for enterprise teams.

What Happened?

On 7 October 2025, Atlassian introduced the Service Collection, a bundled solution that brings together Jira Service Management, AI-driven automation, and customer service tools under a single platform. The Service Collection is designed to streamline workflows, reduce complexity, and enable IT and service teams to deliver faster, more efficient support.

Why Does It Matter?

For medium to large organisations—especially those operating in Europe and Africa—this new suite delivers:

• Centralised management of IT and customer service operations.

• Enhanced productivity through AI-powered automation and insights.

• Simplified procurement and administration with a single, integrated solution.

The Service Collection reflects Atlassian’s ongoing investment in unifying service management and leveraging AI to drive better business outcomes.

Impact on ITSM

• Reduces tool sprawl and integration overhead.

• Accelerates response times and improves service quality.

• Supports digital transformation by aligning IT and customer service functions.

What Should Organisations Do?

• Evaluate the Service Collection as an option for consolidating ITSM and CSM tools.

• Assess potential productivity gains from AI-driven automation features.

• Consult with Atlassian representatives about migration and implementation strategies.