Every business today is a service business.

Customers expect higher uptime, seamless digital performance, and instant support. Employees expect fast, frictionless help wherever they work. Meanwhile, AI has accelerated innovation — what once took months now happens in days.

Delivering that level of experience requires more than ticketing software. It requires coordination across Dev, IT, Customer Support, Operations, and Business teams.

That is exactly why Atlassian Service Collection was introduced.

What is Atlassian Service Collection?

Atlassian Service Collection is a unified, AI-powered service management platform that combines IT service management, customer service management, asset management, and intelligent automation into a single Atlassian-native solution.

It brings together:

• Jira Service Management – Core ITSM and enterprise service management
• Customer Service Management – AI-first external customer support
• Assets – Enterprise-grade asset & configuration management (CMDB)
• Rovo – Purpose-built AI agents for service, operations, and customer support

Service Collection is designed to unify service teams on a single platform — eliminating silos, reducing tool sprawl, and accelerating service delivery across the enterprise.

It is Atlassian’s primary play in both the ITSM and Customer Service Management markets, built on the Atlassian System of Work.

Why Atlassian launched Service Collection

AI has transformed what’s possible in service management.

But many organizations still operate with:

• A standalone ITSM platform
• A separate customer support tool
• A disconnected CMDB
• Add-on automation or chatbot vendors

This fragmentation increases:

• Cost
• Integration complexity
• Resolution times
• Operational overhead

According to Forrester’s Total Economic Impact study, organizations switching from legacy ITSM platforms to Atlassian saved $2.3 million over three years and deployed Jira Service Management in approximately six months for a 14,000-employee organization.

Atlassian launched Service Collection to:

• Break down silos across Dev, IT, Support, and Business teams
• Deliver high-velocity service management powered by AI
• Reduce total cost of ownership compared to legacy platforms
• Provide a future-ready backbone for ITSM and customer service

What is included in the Service Collection?

Service Collection includes:

1. Jira Service Management

Enterprise-grade service management for:

• Request management
• Incident management
• Problem management
• Change management
• Knowledge management

Recognized by Gartner® and Forrester for leadership in ITSM and DevOps platforms.

2. Customer Service Management

An AI-first, purpose-built app for external customer support featuring:

• Omni-channel support (email, chat, web, voice integrations)
• AI-powered ticket deflection and automation
• Tight feedback loops between support, Dev, and product teams
• Context surfaced through the Atlassian Teamwork Graph

This bridges the traditional gap between customer service and engineering teams.

3. Assets (Enterprise CMDB)

A Jira-native asset and configuration management database that:

• Tracks configuration items and dependencies
• Connects assets to incidents, problems, and changes
• Enables faster root-cause analysis
• Reduces risk during deployments and changes

Unlike competitors where asset management is gated behind higher tiers or add-ons, Assets is natively integrated.

4. Rovo AI Agents

Rovo provides agentic AI across:

• Service teams (IT, HR)
• Operations (AIOps & incident management)
• Customer support

Rovo agents:

• Automate Tier-1 workflows
• Improve deflection rates
• Provide contextual recommendations
• Accelerate incident resolution
• Enhance knowledge generation

These are embedded directly into workflows, not bolt-on AI modules.

How Atlassian Service Collection Unlocks Enterprise Value

Service Collection delivers three core business outcomes:

• Elevate Support for Everyone

Create AI-powered workflows that deliver contextual, 24/7 support for employees and customers.

• Accelerate Innovation

Unite Dev, Ops, and Support teams on a single platform to ship faster and minimize downtime.

• Deliver Value Fast

Start quickly, scale seamlessly, and avoid the complexity and overhead of legacy platforms.

Forrester TEI findings highlight:

• 35% faster change approvals
• Nearly 1 hour saved per incident
• 30% improvement in ticket handling efficiency
• 30% request deflection
• 25 minutes saved per request for end users

Atlassian Service Collection vs Zendesk and Freshservice

Service Collection is frequently evaluated against platforms like Zendesk and Freshservice.

Below is a structured comparison based on official positioning and capability differentiation:

AT Service Collection Table

Unlike Zendesk or Freshservice, Service Collection provides:

• Unified ITSM + CSM + CMDB
• Native DevOps alignment
• Lower total cost of ownership
• Fewer add-ons required

Cost comparison: Service Collection vs siloed tools

Traditional Siloed Model

Organizations typically pay for:

• ITSM platform licenses
• Customer support licenses
• CMDB/asset management tools
• AI/chatbot add-ons
• Integration maintenance

This leads to:

• Higher per-agent pricing
• Escalating AI and add-on costs
• Complex billing structures
• Overspending on unused ITSM features (Gartner estimates $2B by 2026)

Service Collection Model

Service Collection consolidates:

• ITSM
• Customer support
• Asset management
• AI agents into one unified subscription.

Result:

• Lower total cost of ownership
• Transparent pricing
• Faster time-to-value
• Reduced operational overhead

Who should consider Service Collection?

Primary audience:

• Heads of Infrastructure & Operations
• IT Operations Leaders
• Service Delivery Heads
• Customer Service Leaders
• HR Technology Leaders

Organizations looking to:

• Consolidate service tools
• Reduce ITSM overspend
• Integrate customer support with Dev & Ops
• Scale AI-powered service workflows
• Replace legacy ITSM platforms

Frequently Asked Questions – Atlassian Service Collection

• Is Service Collection only for IT?

No. It supports IT, HR, Facilities, Customer Support, and other service teams on one platform.

• Is Rovo included?

Yes. AI agents powered by Rovo are included in Service Collection Standard and above.

• Can Service Collection replace Zendesk or Freshservice?

Yes. It is designed to consolidate customer support and ITSM capabilities on a unified, AI-powered platform.

• Does it include a CMDB?

Yes. Assets provides native asset and configuration management fully integrated with incidents and changes.

How enreap helps you implement Service Collection

As an Atlassian Platinum Solution Partner, enreap helps organizations:

• Design service transformation strategies
• Implement Jira Service Management, Customer Service Management, and Assets
• Integrate enterprise systems and monitoring platforms
• Optimize workflows and governance
• Consolidate legacy service tools

We ensure Service Collection aligns to your operating model, not just your tool stack.

Ready to move beyond siloed service tools?

Talk to enreap about designing and implementing Atlassian Service Collection for your organization.