What Is Atlassian Service Collection?

Atlassian Service Collection is a unified, all-in-one service management offering from Atlassian.
It replaces standalone Jira Service Management (JSM) licensing and bundles multiple service tools together under one subscription — at the same per-agent price JSM used to cost.

The Collection brings internal IT, external customer support, asset management, and AI into one platform.

What’s Included in the Service Collection

1. Jira Service Management (JSM)

Core ITSM functionality for internal service teams, including:

Service requests
Incident management
Problem & change management
Workflows and SLAs
Automations

2. Customer Service Management (CSM)

For external customer support, including:

Branded customer portals
Customer profiles and context
Omnichannel support (email, widget, etc.)
Escalation and collaboration with dev/product teams

3. Atlassian Assets

Asset and configuration management (CMDB), including:

Hardware & software inventory
Service dependency mapping
Asset relationships
Customizable and highly flexible object models
Include Asset objects in Confluence pages
Data Manager (Premium/Enterprise)

4. Rovo (AI Layer)

AI-powered assistants and automations, such as:

Virtual service agents
AI chat for external customers
Request triage and routing
Summarization
Knowledge article generation
Cross-team context via the “Teamwork Graph”

5. Unified Platform Experience

All tools operate on the same Jira platform, enabling:

Shared context across IT, support, dev, and operations
Better handoffs between teams
Centralized workflows and reporting

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Key Benefits of Service Collection

1. All-in-One Service Platform

Combines Jira Service Management (JSM), Customer Service Management (CSM), Assets, and Rovo AI under one subscription.
Reduces tool sprawl and simplifies management of internal IT, customer support, and operations.
Provides a single source of truth for service teams and their workflows.

2. Cost Efficiency / Value

Same per-agent cost as previous JSM licensing.
Offers additional capabilities (CSM, AI, Assets) at no extra cost.
Simplifies billing and subscription management with one SKU.

3. Enhanced Customer & Employee Experience

Provides rich customer profiles for external support teams, enabling personalized service.
Branded portals, omnichannel support, and self-service options improve satisfaction.
Internal employees benefit from faster issue resolution via ITSM best practices and AI assistance.

4. AI-Powered Service

Virtual agents handle Tier-1 requests, triage tickets, summarize issues, and suggest resolutions.
Free up human agents for complex work while improving response speed and accuracy.
“Teamwork Graph” provides AI-driven insights across teams and systems.

5. Integrated Asset & Configuration Management

Track hardware, software, and service dependencies in one system.
Helps IT and operations teams reduce downtime and improve incident and change management.
Data Manager (Premium/Enterprise) ensures accurate, reconciled asset data.

6. Cross-Team Collaboration

Seamless handoffs between IT, customer support, dev, product, and operations.
Issues, incidents, and customer requests can be escalated with full context.
Reduces silos and accelerates resolution.

7. Scalability & Future-Proofing

Supports growth of service teams without requiring additional tools.
AI and automation allow teams to scale support efficiently.
Built for next-generation service practices (predictive service, intelligent routing).

8. Improved Reporting & Insights

Dashboards track SLA adherence, customer satisfaction, workload, and operational metrics.
Helps leaders make data-driven decisions to optimize service delivery.

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Jira Service Management (JSM) vs Customer Service Management (CSM)

Jira Service Management (JSM)
Atlassian’s IT Service Management tool for internal teams (IT, Ops, HR, Facilities). Covers service requests, incidents, problems, changes, and asset/configuration management.

Customer Service Management (CSM)
A newer Atlassian app focused on external customer support. Designed for cross-functional collaboration between support, product, development, and operations.