Launching a new platform is one thing. Getting the most out of it is another. With Atlassian Service Collection now available, organizations have a golden opportunity to transform their service operations — but only if they plan and implement thoughtfully. In this post, we explore best practices, preparation steps, and organizational tips to ensure a smooth transition and realize the full benefits.

1. Audit Your Current Tools and Processes — Know What You Have

Before you migrate to Service Collection, start by mapping out your existing service-related tools and processes:

• Which tools are you using now for IT support, customer support, asset tracking, documentation, etc.?
• Which departments (IT, HR, operations, customer support) use which tools?
• What are the common pain points — slow ticket resolution, duplicated tools, lack of asset visibility, poor context, manual ticket triage?
• Do you have existing knowledge bases, asset inventories, or CMDBs — and how clean or up-to-date are they?

This audit will help you understand where Service Collection can bring the most value, and where you’ll need to prepare for change.

Because Service Collection bundles JSM, CSM, Assets, and Rovo — tools that previously may have been managed separately — this step is critical for organizing a proper migration and minimizing disruption.

2. Clean Up and Consolidate Your Asset & Knowledge Data

A platform is only as strong as the data that feeds it. For Service Collection — especially its asset management and AI capabilities — clean, consistent data is essential.

• Use this time to review and consolidate asset inventories: hardware, software, licenses, facilities, and services.
• Remove duplicates, update outdated entries, and standardize naming and documentation.
• If you use documentation or knowledge bases (for example in a wiki or old ticketing system), review them: deprecated procedures, outdated guides, redundant articles — clean up or archive.
• Ensure that metadata (asset owner, department, purchase or warranty dates, configurations, dependencies) is captured accurately where possible.

This preparation is vital because with tools like Assets and Rovo, once data is clean and well-structured, you unlock powerful capabilities — from accurate incident context to predictive maintenance, automated triage, and faster resolution.

3. Map Your Service Workflows & Identify Automation Opportunities

Not all workflows are created equal — some are simple and repetitive (e.g. password reset, basic maintenance), others are complex and cross-team (e.g. asset decommissioning, major outages, customer escalations). Before diving in, take time to:

• Map out common support workflows: internal IT requests, HR requests, customer tickets, incident handling, asset change requests — and how they flow today.
• Identify repetitive or high-volume tasks that could benefit from automation: ticket triage, classification, knowledge lookup, routing, standard responses, etc.
• Define which workflows need full human handling (complex problem solving, sensitive customer issues) and which can be automated or semi-automated.

With the combined power of JSM, CSM, and the AI layer (Rovo), Service Collection lets you automate lower-value work while freeing your team to focus on more strategic, high-impact service.

4. Plan Training, Change Management & Team Alignment

Adopting Service Collection won’t just be a technical shift — it’s a cultural one. Because the platform spans multiple departments (IT, customer support, operations, possibly HR or facilities), successful deployment requires clear communication and buy-in. Consider:

• Running training sessions for all departments who will use the system — on JSM, CSM, Assets, and how Rovo will assist.
• Documenting new workflows and guidelines: when to use internal support, when to open tickets, how to link assets, how to escalate with context, how to write knowledge articles.
• Assigning “champions” in each department to help onboard others and answer questions.
• Setting expectations about automation versus manual handling: what Rovo can do, what needs human approval, who owns data, who updates assets or documentation.

The result will be smoother adoption, fewer errors or resistance, and better long-term success.

5. Start Small — Pilot Projects Before Full Deployment

Rather than flipping the switch for the whole organization at once, consider launching Service Collection in phases:

• Choose a pilot group or department — e.g. internal IT support or customer service team — and deploy JSM + CSM first.
• Run pilot workflows: incident handling, common requests, asset-linked tickets. Monitor performance, resolution times, feedback.
• Evaluate how AI-driven triage (via Rovo) handles real cases. Measure improvements in response time, resolution, and agent workload.
• Document lessons learned, optimize workflows, refine asset data and knowledge base content.

Once the pilot is successful, gradually roll out across other departments — HR, operations, facilities, extended support — using the refined workflows and best practices.

6. Take Advantage of Scalability & AI — Think Long Term

One of the biggest advantages of Service Collection is that it’s built to scale. As your organization grows — more employees, more customers, more assets — the unified platform can grow with you. With AI-powered automation, your support teams don’t need to grow linearly with demand.

Moreover, as data accumulates, you can leverage analytics and AI insights: incident patterns, asset lifecycle trends, support load forecasting, preventive maintenance, knowledge-base optimization, and more.

Used strategically, Service Collection can evolve from being a reactive service tool to a proactive, predictive service engine that supports growth and innovation.

Conclusion: Is Service Collection Right for You?

If your organization struggles with multiple disjointed support tools, slow responses, lack of visibility into assets or incidents, or high manual workload, Atlassian Service Collection offers a compelling, forward-looking solution.

But success depends on careful planning — cleaning data, mapping workflows, aligning teams, and adopting a gradual rollout. By following best practices and preparing properly, organizations can transform how they deliver service (internally and externally), boost team productivity, improve response times, and build a scalable support infrastructure for the future.

In short: Service Collection isn’t just software — it’s a new way of doing service.