🚀 Team Europe ‘25: Service Collection Announcements Roundup

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Hey Atlassian Community!

Team ‘25 Europe is coming to a close after an exciting few days, and we’re thrilled to share some of the biggest announcements we made for service management teams. Whether you joined us live in Barcelona or tuned in online, this year’s announcements are all about reimagining service management for the AI era – making it easier, smarter, and more connected than ever.

Introducing Service Collection: Service Management for the AI Era

Let’s start with the headline: this week we officially launched Service Collection. This isn’t just a bundle – it’s a unified suite of apps and AI agents designed to help you deliver exceptional support for both customers and employees, and keep your critical services running smoothly.

Service Collection includes:

• Jira Service Management: The backbone for uniting Dev, IT, and business teams for key employee support and IT operations workflows.

• Customer Service Management (CSM): Our brand new app for external customer support, packed with AI-driven features.

• Assets: A flexible, powerful database to track and manage everything from IT assets to facilities. (Be sure to read more about how we’re lowering the cost of Assets objects.)

• Rovo: A family of AI agents and skills that automate, triage, and resolve requests across service, operations, and support.

Read more about the Service Collection announcement →

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What’s new in Customer Service Management (CSM)

Our new CSM app is built for modern, omni-channel support. You can now launch branded support sites with no code, embed AI-powered widgets wherever your customers are, and manage knowledge bases natively in Confluence.

AI is front and center: Build your own AI agent with custom tone and personality, review and simulate conversations, and give your support teams actionable suggestions and customer context right at their fingertips. Plus, advanced workflows, SLAs, and reporting dashboards make it easy to track and improve both human and AI performance. 

Key features include:

Omni-channel support with custom sites and AI agents	Customizable self-service AI agents
Embedded customer context	Familiar Jira ticketing interface

Check out a demo of CSM →

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What’s new in Jira Service Management: AI-powered employee support

Jira Service Management continues to evolve as the platform for AI-powered employee support. In addition to launching new 3rd party integrations with Workday, Workato, Okta, Docusign, and Entra that pull in key data and trigger key actions, we’re also introducing new AI agents and features for HR workflows:

Unlock new AI use cases with Rovo Service (coming soon)

Coming soon, Rovo Service is the latest agentic AI offering in Jira Service Management, designed to help with a range of support workflows including personalizing onboarding plans, triaging tickets, and automating request resolution steps.

New HR service management capabilities

Now available, you can automatically trigger a welcome email to new hires as part of the onboarding flow. Soon you’ll also have access to a Jira board view specifically for onboarding tasks (coming soon).

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What’s new in Jira Service Management: Operations reimagined

Jira Service Management is transforming IT operations with a wave of new AI-powered capabilities and deep observability integrations, designed to help teams resolve incidents faster and keep critical services running smoothly. From intelligent root cause analysis to enhanced alert grouping and streamlined stakeholder communications, these updates reimagine how ops teams respond, collaborate, and automate at scale.

Intelligent root cause analysis with Rovo Ops (Coming Soon)

Rovo Ops will empower IT operations teams to resolve incidents faster by cutting through noise, surfacing root causes instantly, and reducing manual effort. With deep integrations to observability tools like Dynatrace, New Relic, and BigPanda, Rovo Ops pulls live and historical telemetry, visualizes impacted services, and provides full incident context, so teams can validate issues and take action without switching tools. By orchestrating automations in Jira and Confluence, recommending next steps, and identifying the right experts, Rovo Ops helps teams quickly mobilize the best response and keep services running smoothly.

Enhanced alert grouping

Alert grouping, now available on mobile, features a new model for even more accurate grouping and several new features to make reviewing and taking action on alerts even easier. We’ve introduced an improved unified list view that puts alerts and groups side by side, and users can now also customize how alert groups are displayed, whether it is by a specific time window, service, tag, or team, to help teams focus on what matters the most and respond in a timely manner. Coming soon, alert groups will have an additional classification to understand which alerts are signals versus noise

Read more about alert grouping →

AIOps integrations with BigPanda, New Relic, Dynatrace: These new integrations enable a unified, agentic AI solution for end-to-end incident management by bringing in key observability insights – helping IT Ops teams to minimize outages, identify root causes faster, and streamline incident resolution. Read more about our new observability partnerships.

More new ops features:

• Out-of-the-box Playbook templates for common use cases in IT, HR, and Marketing.

• Incident stakeholder communication so ops teams can now actively invite, update, and email both internal and external stakeholders from Jira Service Management.

• Change calendar enhancements allow you to manage and filter changes on Assets and Services, as well as export to third-party calendars such as Google Calendar, Apple Calendar, and Outlook.

• Loop until workflow control (coming soon) enables automation workflows to automatically retry a set of actions multiple times based on configurable conditions, reducing the need for manual intervention when an expected outcome isn't achieved.

• Create public, customer-facing status pages (coming soon) that share incident updates and service health in real-time.

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What’s new in enterprise-grade Asset Management

We’re thrilled to announce increased Asset object limits for Enterprise customers and reduced pricing, along with a number of great new features and enhancements:

Assets Data Manager is now generally available 🎉

Connect and reconcile asset data from multiple sources with Assets Data Manager, now GA! Data Manager ensures that the asset data is complete, correct, and current before it is natively imported into schemas. Plus, 18 product-specific connectors, 4 generic connectors, and more to come!

Read more about Assets Data Manager →

Assets availability across the Atlassian Platform

We’re excited to expand the impact of Assets through its upcoming availability as an Atlassian Platform App. It will soon be available to all paid Jira, Confluence, and Service Collection customers, enabling all teams to track, manage, and connect valuable business objects. Also coming soon, Objects will be searchable within Rovo, Atlassian’s AI-powered platform. This means users can leverage Rovo’s search capabilities to find and interact with Asset data directly, improving discoverability and usability across teams.

Assets performance and scale improvements

In addition to support for 10M objects (coming soon), we’ve made enhancements to import speeds for larger imports and the performance of the Assets Query Language (AQL) resulting in reduced time required for larger imports and faster query execution. We’re also enhancing the reliability of core asset experiences to meet enterprise-grade Service Level Agreements (SLAs).

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Platform enhancements for service management at scale

As organizations grow, so do their service management needs. We’re excited to share a number of new platform-level enhancements to help you scale service confidently, stay secure, and deliver seamless experiences – no matter how large or complex your environment becomes.

Support for 50,000 agents (Coming Soon)
Jira Service Management and the Atlassian platform will soon support up to 50,000 agents or users per site, delivering high availability, performance, and compliance for even the largest organizations. This unlocks new possibilities for global enterprises and high-growth teams looking to centralize service management at scale.

Atlassian Isolated Cloud (Coming Soon)
Atlassian Isolated Cloud will soon offer single-tenant environments with dedicated compute, storage, and networking for customers with highly sensitive data and requirements.

More platform enhancements coming soon:

• Data Portability for Assets, Forms, and the Help Center: Provide admins with enterprise-grade backup, restore, cloud-to-cloud migration, and sandbox copy capabilities.

• Multiple Sandboxes: Enterprise plan customers will be able to use five sandboxes (with more available for purchase), while Premium plan customers will have one, so teams can safely experiment and innovate without impacting production.

• Improved performance: Dramatically faster load times across the Help Center, portal, and agent queues, ensuring seamless experiences even at scale.

• Advanced orchestration for Atlassian Automation: Orchestrate end-to-end workflows across ITSM, ITOM, and ESM, turning complex, multi-step processes into simple, repeatable automations.

• Compliance: Jira Service Management now meets key industry compliance requirements like FedRAMP Moderate, C5 Type 1, and IRAP. C5 Type 2 is expected in Q1 CY2026.

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Catch up on all the Team Europe goodness

Whether you were on the ground in Barcelona and want to re-live the excitement, or you’re having major FOMO and want to catch up on all the event fun, be sure to check out the below resources:

• Read our blog about the launch of Service Collection

• Read our blog about the launch of the Customer Service Management app

• Watch on-demand digital sessions (available October 14):

  • Atlassian Founder Keynote

  • Service Collection Super Session: Delivering AI-first service management for every team

  • Transforming Atlassian support with the Customer Service Management app

  • Accelerating onboarding: AI and Assets-powered HRSM ft. Atlassian and FanDuel

We can’t wait to hear what you think about these new capabilities. Share your questions or let us know which announcements you’re most excited about in the comments below!