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Jira Service Management end bad service management for good. Unite teams on a single AI-powered platform to deliver service at scale.
Unlock exceptional service experiences with Rovo, Assets, and our new Customer Service Management app.
Organizer: DragonSoft — Atlassian Global Platinum Solution Partner
* Atlassian Team on Tour Hong Kong Extended Topic: Deep-Dive into ITSM & AI Adoption
Organizer: DragonSoft Digital (Hong Kong) · Atlassian Platinum Solution Partner
Extended Topic from Atlassian Team on Tour Hong Kong
Scale experiences across service teams including IT, HR, facilities, and more.
Instantly answer employee questions with AI agents that draw on existing knowledge. Plus, AI is always spotting knowledge gaps and drafting new articles so your front-line support keeps getting better.
Free your service team from mundane tasks. Collaborate with AI agents that triage requests and intelligently suggest resolution steps so your team can focus on work that drives impact.
Atlassian’s Teamwork Graph connects people, work, and goals across Atlassian and third-party tools. AI always draws on the right context with no heavy setup or costly integrations required.
Say goodbye to bottlenecks. Increased visibility on one platform enables Dev teams to ship fast, while Ops teams have the oversight to quickly approve changes and minimize service disruptions.
Cut through alert noise and help responders act on the highest-priority incidents. Use AI to group related alerts, escalate them to an incident, and access relevant resources, SMEs, and remediation steps.
Leave post-incident reviews to AI. Generate an incident summary quickly so Ops teams can save time, learn from past incidents, and pass along critical insights to prevent similar incidents in the future.
Manage work across teams with one platform so your employees and customers quickly get the help they need.
Bring your development and IT operations teams together to rapidly respond to, resolve, and continuously learn from incidents.
Group incidents to problems, fast-track root cause analysis, and record workarounds to minimize the impact of incidents.
Empower your IT operations teams with richer contextual information around changes from software development tools so they can make better decisions and minimize risk.
Store assets to manage inventory efficiently, track ownership and lifecycles, and reduce costs.
Gain visibility into the infrastructure that supports critical applications and services. Understand service dependencies so you can minimize risk.
Enable self-service, deflect more requests, and manage knowledge articles - all while fostering team collaboration.
Jira Service Management is now part of Service Collection! Unlock teams across the enterprise to deliver exceptional experiences for employees and customers.
Elevate support experiences, keep critical services running, and deliver value fast.
Deliver service at high velocity
Customer experiences reimagined
Track what matters
Team up with AI
Connect teams across the enterprise to deliver exceptional service experiences for employees and customers on a single platform.
Bring Dev, IT, and business teams together to deliver great employee support and improve service resilience.
Level up external support with AI teammates, complete customer context, and tighter feedback loops.
Gain visibility into dependencies so you can manage assets and configuration items, quickly troubleshoot incidents, and minimize the risk of changes.
Team up with AI to improve experiences and increase productivity: from triaging and deflecting requests to resolving incidents, generating knowledge, and much more.
AI-powered workflows for 24/7 support.
Connect Dev, Ops, and Support to ship faster.
Get started fast and scale without the complexity of legacy platforms.
ANALYST REPORT
The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025
Service Collection is Atlassian’s comprehensive suite of tools designed to unify service delivery. It includes Jira Service Management as its core, plus specialized capabilities like Assets (for CMDB), Rovo (for AI-powered search and agents), and our new Customer Service Management app. It allows teams to manage internal employee support and external customer support on a single platform.
AI capabilities are deeply integrated into the Service Collection. While some basic AI features are included in Jira Service Management, advanced AI agents and cross-tool intelligence powered by Atlassian Rovo may require specific plan levels (e.g., Premium or Enterprise). Contact our team for a tailored quote.
Atlassian prioritizes privacy. Atlassian AI and Rovo only access the data they have permission to see based on your existing security settings. Your data is not used to train models for other customers.
Absolutely. Jira Service Management is designed for Enterprise Service Management (ESM). It includes pre-built templates for HR, Finance, Facilities, and Legal, allowing these teams to spin up their own service desks in minutes with customized workflows.
Because JSM is built on the Jira platform, Dev teams using Jira Software and Ops teams using JSM share the same data. This enables seamless escalation of incidents to dev backlogs and provides Ops teams with visibility into upcoming software changes, reducing deployment risks.
Many of our customers migrate from legacy platforms to achieve higher velocity and lower TCO (Total Cost of Ownership). As a Atlassian Platinum Solution Partner, we provide professional services to ensure a smooth transition with minimal downtime.
JSM offers transparent, per-agent pricing. Unlike legacy tools, we don’t charge for "light users" or end-users (employees/customers) who are creating requests, making it a highly cost-effective solution for scaling enterprises.
The Atlassian suite of development tools has helped numerous global enterprises plan, track, and deliver world-class software. As a global Platinum Partner of Atlassian, DragonSoft combines DevOps and agile management principles with your specific business processes and Atlassian tools. With deep market experience and business transformation knowledge, we address the various challenges and issues your team encounters during development. This ensures your success in agile, DevOps, and ITSM solutions of various scales, ultimately achieving your enterprise's business transformation goals.
DragonSoft provides comprehensive services for Atlassian products. Our one-stop solution includes consulting, implementation, training, operations, and custom development, enabling your enterprise to overcome DevSecOps challenges and accelerate the development process.
An Atlassian-Certified Technical Support Team
We have 2 Atlassian Certified Experts and 21 Atlassian ACP-certified individuals on our team.
Atlassian Cloud Specialized
As the first Atlassian partner in the Greater China region to achieve Cloud Specialization certification, this signifies official recognition from Atlassian for DragonSoft's expert team's extensive knowledge, rich experience, and consistently high-quality services in the cloud domain.
We're Here When You Need Us
We provide daily technical support services for Atlassian products and plugins, offering 24x7 or 8x5 support tailored to your requirements.
Experienced and Knowledgeable
We deeply understand user needs and develop our own products to meet the diverse demands of enterprises.
As a global Platinum Partner of Atlassian, DragonSoft combines the principles of DevSecOps and Agile management with your actual business processes and Atlassian tools to address various challenges and issues encountered during development by your team.
We provide Jira Service Management integration solutions for the tools you are already using. We are a DevSecOps solution provider, integrating leading global tools to tailor DevSecOps solutions specifically for you. We offer best practice references to help teams quickly implement DevSecOps practices and Agile management principles, seamlessly integrating tools like Jira Service Management into your development and operational workflows, empowering your team to create value.
We offer high-quality, professional Service Management implementation services, including installation, deployment, configuration, upgrades, migrations, and performance optimization, enhancing users' experience with the product. We can provide on-site or remote implementation services based on your specific needs.
When standard Jira Service Management features cannot meet your requirements, we provide tailor-made development solutions for you, including code development, execution processes, installation guides, and operational support services.
We offer professional and attentive training services by senior ACP-certified consultants:
Connect Dev and Ops teams on a single platform to supercharge collaboration across changes, incidents, and requests - all while managing risk.
Service management isn’t just for IT. Make it easy for teams across the business - from HR to Legal to Facilities - to streamline requests, centralize knowledge, and work the way they want.
Tune Jira Service Management to your unique requirements – without the complexity of traditional ITSM solutions. Get started fast and and scale as you go, with customizable features like templates and dynamic forms.
The Atlassian suite of development tools has helped numerous global enterprises plan, track, and deliver world-class software. As a global Platinum Partner of Atlassian, DragonSoft combines DevOps and agile management principles with your specific business processes and Atlassian tools. With deep market experience and business transformation knowledge, we address the various challenges and issues your team encounters during development. This ensures your success in agile, DevOps, and ITSM solutions of various scales, ultimately achieving your enterprise's business transformation goals.
DragonSoft provides comprehensive services for Atlassian products. Our one-stop solution includes consulting, implementation, training, operations, and custom development, enabling your enterprise to overcome DevSecOps challenges and accelerate the development process.
An Atlassian-Certified Technical Support Team
We have 2 Atlassian Certified Experts and 21 Atlassian ACP-certified individuals on our team.
Atlassian Cloud Specialized
As the first Atlassian partner in the Greater China region to achieve Cloud Specialization certification, this signifies official recognition from Atlassian for DragonSoft's expert team's extensive knowledge, rich experience, and consistently high-quality services in the cloud domain.
We're Here When You Need Us
We provide daily technical support services for Atlassian products and plugins, offering 24x7 or 8x5 support tailored to your requirements.
Experienced and Knowledgeable
We deeply understand user needs and develop our own products to meet the diverse demands of enterprises.
As a global Platinum Partner of Atlassian, DragonSoft combines the principles of DevSecOps and Agile management with your actual business processes and Atlassian tools to address various challenges and issues encountered during development by your team.
We provide Jira Service Management integration solutions for the tools you are already using. We are a DevSecOps solution provider, integrating leading global tools to tailor DevSecOps solutions specifically for you. We offer best practice references to help teams quickly implement DevSecOps practices and Agile management principles, seamlessly integrating tools like Jira Service Management into your development and operational workflows, empowering your team to create value.
We offer high-quality, professional Service Management implementation services, including installation, deployment, configuration, upgrades, migrations, and performance optimization, enhancing users' experience with the product. We can provide on-site or remote implementation services based on your specific needs.
When standard Jira Service Management features cannot meet your requirements, we provide tailor-made development solutions for you, including code development, execution processes, installation guides, and operational support services.
We offer professional and attentive training services by senior ACP-certified consultants: