Service Management User Forum Lausanne, November 2025
On November 20, 2025, we held the first edition of the Service Management User Forum of Romandie at the Alpha Palmier in Lausanne. This evening brought together Jira Service Management users to discover Atlassian's latest innovations and discuss the future of service management with the introduction of the Service Collection.
Event Highlights
The Announcement of the Service Collection:
JSM will no longer be sold separately, Assets returns as a standalone product, Customer Service Management and new dedicated Rovo agents expand the ecosystem – all at the same price as JSM alone.
The Service Collection in Action – Live Demonstrations:
Customer Service Management: a unified experience
Two demonstrations showed how CSM transforms the user experience. The interface, designed like a website, simplifies access to documentation and support: users find answers directly or via chat with the Rovo CSM agent, without needing to search. A new approach to the support experience.
Rovo Service Triage Agent for JSM
Demonstration of the new automated triage agent in the JSM portal, showing how AI intelligently categorizes and routes requests.
JSM vs CSM: Comparison and current limitations:
Open discussion about strengths, weaknesses, use cases, and our recommendation to use both tools together.
Networking Aperitif:
The exchange continued at a convivial aperitif, creating valuable connections within the Romandie Service Management community.
A big thank you to all participants for their enthusiasm and active involvement. We were pleased to see a community embracing the opportunities of AI while critically considering its current limitations.
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