Introduction to Atlassian Service Collection
Before you start, this guide covers:
What Atlassian Service Collection is and how it supports employee and customer service.
What each Service Collection app does: Jira Service Management, Customer Service Management, Assets, and Rovo.
How the apps work together across support, operations, collaboration, and AI-powered productivity.
Where to start and how to expand service management across your organization
Service Collection apps referenced: Jira Service Management, Customer Service Management, Assets, Rovo
Other Atlassian apps referenced: Jira, Confluence
Reading time: 5 minutes
What is Atlassian Service Collection?
Atlassian Service Collection is a suite of four integrated apps: Jira Service Management, Customer Service Management, Assets, and Rovo, designed to provide a connected, AI-powered service experience for both employees and customers. It connects support, development, operations, and business teams through the Atlassian System of Work, enabling teams to fulfill requests, prevent issues, resolve them quickly when they arise, and continuously improve the services they provide.
How does Atlassian Service Collection improve service management?
Atlassian Service Collection helps organizations deliver fast, connected service experiences as AI accelerates the speed at which they build and ship products and services. It gives employees and customers timely, contextual help while providing service teams with visibility into the work, knowledge, systems, and people behind every request, helping improve the user and customer experience, uptime, availability, and support.
Service Collection extends service management beyond IT, giving HR, facilities, finance, customer support, development, and operations teams a connected foundation for delivering better employee and customer experiences. It also creates strong feedback loops with the teams that build and run the underlying products and services.
The four apps in Atlassian Service Collection
This guide introduces the four apps in Atlassian’s Service Collection: Jira Service Management, Customer Service Management, Assets, and Rovo. Read on to see what each app does, who it’s for, and how the collection helps teams deliver faster, more connected service experiences.
Jira Service Management
Bring Dev, IT, and business teams together on a single AI platform to deliver exceptional user experience and reliable services.
Jira Service Management is the core service management app in the collection. It helps teams manage requests and coordinate the work required to deliver, operate, and support products and services.alt=Illustration showing Dev, IT, and business teams collaborating on a single platform.
Who Jira Service Management is best for:
IT teams handling service requests, incidents, problem management, and change requests using flexible ITIL frameworks
Development and operations teams managing incidents, changes, and service resilience.
Business teams such as HR, facilities, finance, legal, and marketing that provide internal services.
Organizations that want to start with IT service management and expand to more teams over time.
Companies that want to modernize from legacy and rigid IT service management tools to modern Enterprise Service Management
Customer Service Management
Deliver customer support experiences that turn customers into loyal fans.
The Customer Service Management app is purpose-built for external customer support, with an AI agent at its center that autonomously resolves issues across multiple support channels. When complex issues need a human touch, support teams get AI-powered assistance to resolve them faster and keep customers coming back.
Who Customer Service Management is best for:
Customer service and technical support organizations that are ready to move beyond reactive support.
Companies supporting external customers who want AI to handle the majority of routine requests without sacrificing quality.
Teams looking to reduce average handle time, increase AI resolution rates, and scale support without scaling headcount.
Organizations that want customers to drive real product improvements, not just close tickets.
Assets
Track what matters: the asset intelligence layer for everything your services depend on.
Assets is a flexible data repository for tracking, managing, and visualizing asset data and configuration items. It provides the context teams need for AI to understand what a service depends on, who owns it, and what may be affected when something changes.
Who Assets is best for:
IT, operations, service management, application development, business, and infrastructure teams.
Organizations that need a shared view of services and the objects that support them.
Teams investigating incidents or evaluating change risk.
Business and operations teams managing distributed inventories, equipment, software, or service relationships.
Rovo
Team up with AI to accelerate service workflows.
Rovo for Service Collection draws on the Teamwork Graph to connect context from Atlassian and third-party apps with service workflows. This shared context powers Rovo agents and AI experiences that help teams resolve requests faster, make better-informed decisions, and spend less time on repetitive work.
Who Rovo is best for:
Service desks and customer-support teams handling high volumes of requests.
IT, operations, and development teams responding to incidents and changes.
Organizations that want to provide 24/7 support to customers or employees without relying solely on human availability
Teams that want to combine human judgment with AI assistance, rather than start every request from scratch.
How the apps in Atlassian Service Collection work together
Together, the apps in Service Collection address the full service lifecycle. Jira Service Management, Customer Service Management, Assets, and Rovo cover the different elements of delivering exceptional service, including:
Support: Make it easy for employees and customers to request help, find answers, and resolve issues.
Operations: Understand services and their dependencies, manage risk, and accelerate incident detection, resolution, and prevention.
Collaboration: Connect frontline support with development, operations, and business teams so context travels with the work.
AI-powered productivity: Use Rovo to reduce repetitive work, surface relevant context, and help teams move from request to resolution faster.
Fast time to value: Start with the workflows you need today and adapt them as your organization and service needs grow.
Because the apps work together on Atlassian’s platform, teams can connect requests to work, knowledge, services, assets, and the people best positioned to help without forcing every team into isolated tools and processes.
Frequently asked questions
What is Atlassian Service Collection?
Service Collection brings together the apps and AI capabilities teams need to deliver reliable, connected service experiences for employees and customers. It connects support, development, operations, and business teams across the service lifecycle from request and resolution to incident response and continuous improvement.
What apps are included in Atlassian Service Collection?
The Atlassian Service Collection includes four apps:
Jira Service Management
Customer Service Management
Assets
Rovo
What’s the difference between Jira Service Management and Customer Service Management?
Jira Service Management is the core service-management app for IT, development, operations, and internal business teams. Customer Service Management is purpose-built for external support, helping teams deliver personalized customer experiences and connect customer feedback with product, development, and business teams.
How do Assets and Rovo improve service work?
Assets gives teams visibility into services, dependencies, ownership, and configuration items, helping them investigate incidents and assess change risk. Rovo uses context from connected Atlassian work to surface relevant information, assist with repetitive tasks, and help teams move from request to resolution faster.
Who should use Atlassian Service Collection, and where should you start?
Service Collection is designed for organizations that provide services to employees, customers, or both, including IT, customer support, development, operations, HR, facilities, finance, and other business teams. Start with the service workflows that matter most today, then connect additional teams, services, assets, knowledge, and AI assistance as your needs grow.
Can I purchase Atlassian Service Collection apps separately?
No - Service Collection is sold as a single bundled offering that packages Jira Service Management, Customer Service Management, Assets, and Rovo together.
How does Atlassian Service Collection pricing work?
Service Collection is priced as a single subscription based on the total number of unique users across all included apps; you won't be billed separately for each app. It's available on Free, Standard, Premium, and Enterprise plans. For current pricing details, visit the Service Collection pricing page.