Hello Atlassian Community!
Team Europe '26, which is wrapping up after an exciting few days in Amsterdam and online, featuring major announcements for Service Management customers.
For too long, service teams lived in a reactive loop of firefighting, siloed systems, and lost context. Customers and employees faced rigid forms and ticket limbo. In the AI era, we believe service requires three fundamental shifts:
- Service must be embedded where the work happens.
- Service must be proactive, before the business is ever disrupted.
- Service must be contextual, drawing on rich organizational data
That’s where comes Service Collection comes in. Atlassian has united Jira Service Management, Customer Service Management, Assets, and Rovo into one seamless, AI-native service management solution where service is embedded, proactive, and contextual. Read on to learn what’s new!
What’s new in Jira Service Management (JSM)
Exceptional Employee Support
We introduced major updates to help teams scale service delivery across IT, HR, Facilities, and beyond:
- Workforce Management (GA): Native schedule management, real-time availability tracking, and intelligent auto-routing based on team capacity, skills, and shift availability. Learn more
- Surveys in JSM (GA): Surface real-time trends, sentiment, and prioritized recommendations from customer and employee survey data using Rovo. Learn more
- Agents in JSM (GA): Directly assign work and delegate workflows to out-of-the-box Atlassian agents, custom agents built in Rovo Studio, and third-party agents connected via MCP.
- Solution Composer (Open Beta): Build a fully configured service desk in minutes simply by describing what you need in natural language. Learn more
- Proactive Service Management (Closed EAP): Continuous endpoint device monitoring powered by Rovo and Lakeside to detect performance degradation and resolve issues before employees file a ticket. Register your interest
- Service Context Wherever You Work (Closed EAP): Deliver end-to-end service request and incident resolution directly within Slack, Teams, or Claude, backed by JSM governance and the Teamwork Graph. Register your interest
AIOps Reimagined
For IT operations and engineering teams, Team EU ’26 brought major advances in proactive incident prevention and rapid resolution:
- Third-Party Integrations (GA): Bring logs, metrics, and traces directly into JSM from Coralogix, Lansweeper, Sentry, Datadog, and Splunk using Atlassian remote MCP servers for unified investigation, AI-assisted root cause analysis, and audit-ready PIRs.
- Incident Command Center (Open Beta): Unify incident context with real-time AI summaries from Ops Expert (formerly Rovo Ops), automated root cause analysis powered by the Teamwork Graph, AI-recommended mitigations, tailored communications plans, and auto-generated PIRs.
- Incident Prevention Center (Open Beta): An AI-native control tower to assess change risk, recommend mitigation actions, and communicate changes. Includes AI Change Risk Assessment (GA) to flag technical, operational, business, and compliance risks before changes reach production.
- Ops where you work (Closed EAP): Triage, investigate with full context, and resolve incidents directly inside Slack.
Reminder: Opsgenie support will conclude on April 5, 2027. Migrate to Jira Service Management to access full AIOps capabilities with zero downtime. Learn more.
What’s new in Assets
We announced major milestones to turn fragmented asset records into actionable, AI-driven configuration intelligence:
- Common Data Model (GA): An out-of-the-box, ITIL 5-aligned CMDB schema that eliminates setup complexity while allowing custom business extensions. Learn more
- IT Asset Management (ITAM) Template (GA): A turnkey service space featuring a dedicated hardware management console, pre-configured workflows, 12 request types, and 9 native automations.
- Hardware Asset Management Console & AI Insights (GA): Manage physical devices with out-of-the-box AI summaries for lifecycle tracking, warranty expirations, and refresh planning. Learn more
- HAM AI Skills in Rovo (GA): Specialized skills like the hardware inventory picker to evaluate stock across locations and match assets to requests automatically. Learn more
- Ecosystem Depth & Discovery: Expanded discovery options including upcoming native discovery (coming soon), deep network scanning, and a new Flexera integration for complex multi-cloud environments.
- Assets Data Manager Enterprise Refresh (GA): Scale up to 10 million objects per class and 2 million records per source with sub-30-minute fetching, a refreshed admin UI, and direct cloud-to-cloud connectivity for Lansweeper, Flexera, ServiceNow, Jamf, and Intune. Learn more here and here.
What’s new in Customer Service Management (CSM)
Our Customer Service Management app is officially available, helping teams deliver fast, personalized customer service on a single connected platform.
Key customer service highlights include:
- AI-First Omnichannel Support (GA): Omnichannel support underpinned by an AI Agent supporting multi-modal conversations across Live Chat with seamless human handoff, WhatsApp, Native Voice, and Email AI.
- Optimize (GA): Close the loop between what your AI agent knows and what your human team resolves. Optimize identifies knowledge gaps from human-resolved conversations and automatically generates knowledge base articles to improve AI resolution quality.
- MCP for CSM AI Agent (GA): Connect your CSM AI Agent directly to third-party knowledge bases, Shopify, or custom MCP endpoints.
Platform enhancements for scale and governance
- Support for 100,000 Agents (GA): Jira Service Management and Customer Service Management now support up to 100K agents or users per site for high-scale enterprise deployments.
- Atlassian Isolated Cloud (GA): Dedicated single-tenant environments for customers with strict data isolation and security requirements.
- Atlassian Government Cloud: Accelerated timelines for FedRAMP High / DoD Impact Level 5 (IL5) authorization and planned air-gapped environments.
- AI Governance in JSM (Closed EAP): Granular controls and visibility to manage AI policies and actions across service desks. Register your interest.
- Insights (GA): The evolution of Analytics into an AI-native intelligence layer featuring Platform Dashboards, conversational Rovo Insights, and Secoda data governance.
- Enterprise Compliance: Support for FedRAMP Moderate, C5 Type 1, and IRAP (with C5 Type 2 expected soon).
Learn more:
https://www.atlassian.com/blog/company-news/next-chapter-public-sector
Catch the highlights
Watch the Service Collection Solution Session: Shatter the service quo: service management for the AI era with Product Leadership (Coming soon)
We would love to hear your thoughts! Which announcements are you most excited to bring to your team? Let us know in the comments below!
