Service Management that keeps Dev *and* Ops happy

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It’s 2026 and AI has truly arrived, so all the pain points of software development and service management are totally resolved, right? 🫠 Not quite…

The pressure to innovate rapidly is higher than ever before. Teams have to deliver groundbreaking value to their customers round-the-clock, or risk getting left behind. Thankfully, AI-native development practices are taking some of the pressure off by automating predictable tasks, helping to debug code, and helping devs to keep up with admin work, but that’s only one part of the puzzle.

By using Jira and Jira Service Management together, development teams can:

• Increase productivity by streamlining how they gather, prioritize and route development and engineering change requests to the right teams.

• Ship code faster, while minimizing risk, by automating change management processes.

• Accelerate incident response, by providing visibility into recent deployments and changes, the services affected, who delivered those changes, and who is on call to support them.

Service Management for Developers 
Curious what that looks like in practice? In this video, follow Dante, a developer, and Christy a Change Manager, as they use the Service and Software collections to automate change and increase visibility between Dev and Ops.

In addition to seeing concrete examples, it’s important to hear from other customers. Customers like CHG Healthcare, Canva, and Yale School of Management are all using the Atlassian portfolio to save time, reduce costs, and increase productivity.

CHG Healthcare
CHG Healthcare migrated from Atlassian Server to Cloud, after leveraging Atlassian server solutions for more than 9 years. In addition to increased productivity, flexibility, and innovation CHG Healthcare reported $120,000 USD in savings and an 80% reduction in time spent on maintenance.

“Having the tool be in the cloud means it’s easier to access and use, so more people are jumping in to help. All of that trickles down into better, faster customer service.”
Aaron Cook, Atlassian Administrator - CHG Healthcare

Read more about CHG Healthcare’s use case here.

Canva
Canva relies on Atlassian as their IT Service Management Solution to collaboratively serve more than 42 million customers. Using Jira and Jira Service Management together streamlined work, broke down silos, and brought visibility across the business.

“Having Jira and the Jira Service Management setup gives me the confidence that I can forward a query to someone and it’ll be picked up and dealt with. It’s essential to be able to facilitate those things when we’re upscaling, especially when having personal relationships with everyone is not really possible.” 
Andrew Toolan, Software Engineer - Canva

Read more about Canva’s use case here.

Yale School of Management
Yale School of Management (SOM) is a graduate school serving a student body that is both on campus and remote. Before Atlassian, Yale SOM were using a disparate, cumbersome toolset. This led to siloed knowledge and a lack of visibility. The SOM DevOps team integrated Jira, Jira Service Management and Slack to support the full development lifecycle.

“These tools have immensely improved our service. Now we can’t do without them because our community is used to that level of service.”
Ken Wieler, CIO - Yale School of Management

Read more about Yale School of Management's use case here.

And that’s just a few examples of results our customers are seeing. AI helps teams move faster, and is an amazing tool in our toolbox. Lasting impact comes from connecting the people doing the work to key processes through the tooling of their choice. When development and service teams work from the same shared context, they can spend less time navigating complexity and more time doing what they love.

We’d like to hear from you! Share your questions and use cases below.