The launch of Atlassian Service Collection marks a new milestone in enterprise service management. But what exactly does this collection include? And how do its components work together to build a powerful, unified service platform? In this blog post, we’ll take a deep dive into the key building blocks of Service Collection and explore their roles, interactions, and benefits.

Core Components of Service Collection

At its core, Service Collection brings together four main modules: Jira Service Management (JSM), Customer Service Management (CSM), Assets, and Rovo — an AI-powered agent layer. Each plays a different, but complementary role.

Jira Service Management (JSM)

JSM has long been the backbone for internal IT service management — handling requests, incidents, changes, and asset or configuration data. It empowers cross-functional collaboration among IT, Dev, business, and operations teams, helping them respond to internal service needs effectively.

What distinguishes JSM within Service Collection is that its features now exist within a broader ecosystem. Requests raised in JSM can reference assets tracked in Assets, or trigger workflows that involve AI-powered agents from Rovo. This integration enhances traditional ITSM by embedding visibility, automation, and context.

Customer Service Management (CSM)

CSM is the “external-facing” counterpart to JSM. Built for customer support teams, it enables omni-channel intake (email, chat, web, phone) and unifies customer interactions in one workspace. This means customers can contact the support team however they like — and agents get everything together: conversation history, context, and relevant internal data.

CSM also integrates with Atlassian’s broader Teamwork Graph, so feedback, bug reports, feature requests, or customer issues can flow directly to Dev or product teams — closing the feedback loop faster and more systematically.

Assets

Assets is like the backbone of infrastructure and resource visibility. Whether your organization manages hardware, software, facilities, or services — Assets allows you to track, manage, and visualize all those items within a centralized database or configuration management system.

But more than that: because Assets is integrated with JSM and CSM, any service request, incident, change, or support ticket can be directly linked to specific assets or configuration items (CIs). That way, when something breaks — say a server or network device — the service team knows exactly what’s affected, what dependencies exist, and what needs to be fixed. This reduces resolution time, prevents mistakes, and improves risk management.

For enterprises with large infrastructures — data centers, multiple offices, or complex setups — this unified asset visibility becomes a strategic advantage.

Rovo (AI Agents & Automation)

Perhaps the most transformative component is Rovo, Atlassian’s AI layer baked into Service Collection. Rovo agents help automate many routine service tasks: triaging tickets, routing requests to the right teams, summarizing incidents, generating knowledge articles, and even performing preliminary fixes or recommended actions.

For example: when a customer raises a support ticket through CSM, Rovo can instantly suggest relevant knowledge-base articles or appropriate responses; if the request is simple, it might be resolved automatically. If it’s more complex, Rovo can escalate it to a human agent but still provide important context — previous tickets, related assets, known incidents — making human resolution faster and more precise.

In IT operations, Rovo helps surface root causes, highlight impacted services, and route tasks to the right experts. For asset managers, Rovo can automatically update or reconcile asset records, track changes, or notify stakeholders when something critical changes. This means service teams get real-time support, smarter workflows, and a dramatic reduction in manual overhead.

How It All Works Together — Real-World Flow Example

Let’s imagine a common scenario in a mid-to-large enterprise:

1. An employee’s laptop stops working — they raise an internal “IT support” ticket via JSM.
2. Because assets are tracked in Assets, the ticket is automatically linked to that specific laptop (asset ID, age, warranty status, previous tickets).
3. Rovo analyzes the issue: maybe it detects similar past tickets, suggests troubleshooting steps or knowledge articles, or even checks if the problem is widespread (e.g. network issue, device model issue).
4. If automated resolution is possible (e.g. reset credentials, software fix), Rovo handles it — otherwise it assigns to the right IT agent with full context.
5. Meanwhile, if the laptop failure affects customer-facing services (e.g. sales reps using that laptop), a related external ticket via CSM can be opened — with full visibility into the rooted asset issue. Customer support and IT can collaborate directly, avoiding duplicate tickets.
6. After resolution, asset status and incident history are updated in Assets, analytics dashboards get refreshed, and the system “learns” for future similar incidents.

This kind of workflow — bridging IT, operations, assets, and customer support — becomes smooth, transparent, and efficient. That’s the real power of an integrated service platform.

Why This Matters — Especially in 2025

With growing complexity in IT infrastructures, hybrid work, remote teams, and higher expectations for fast, reliable support, many organizations struggle with fragmented tooling, slow response times, and poor visibility.

Service Collection addresses these challenges head-on:

• It reduces fragmentation and tool sprawl by providing a one-stop solution for service management.
• It brings AI and automation into everyday operations — helping organizations scale support without scaling headcount linearly.
• It increases visibility across assets, incidents, and customer interactions — enabling better decisions, predictive maintenance, and faster incident response.
• It bridges internal operations with external customer support — two areas often isolated in traditional setups.

For enterprises aiming to be agile, scalable, and customer-centric, Service Collection offers an intelligent, future-proof foundation.

Final Thoughts

Atlassian didn’t just launch another tool — with Service Collection, they introduced a paradigm shift in service management. By combining internal ITSM, external customer support, asset management, and AI-driven automation into a single, cohesive platform, they reimagine what service delivery can look like in the modern enterprise.

For organizations seeking to improve service speed, reduce silos, increase transparency, and maximize operational efficiency — Service Collection is more than a nice-to-have: it’s a strategic enabler.

If you’re considering upgrading your service infrastructure, exploring Service Collection now could set you on a path to smarter, faster, and more connected service operations.