Find out all about Atlassian’s new Service Collection
Share on socials
Find out all about Atlassian’s new Service Collection
Deniz Timartas
Published on 10 October 2025
7 min read
Deniz Timartas
Published on 10 October 2025
7 min read
Atlassian just announced a brand-new Service Collection of tools – find out what it is, what’s included, and how it stacks up against existing options.
Atlassian’s flagship annual event, Team ’25 Barcelona was packed with nearly 5,000 customers, partners, and Atlassian employees from all over the world. This celebration of the future of work is always packed with exciting announcements about new developments from Atlassian HQ. And this year was no different.
One of the big takeaways for businesses was the introduction of two collections – Teamwork and Strategy – Atlassian’s effort to group tools together to meet the needs of customers. The Teamwork Collection, including Jira, Confluence, and Loom (as well as Atlassian’s powerful Rovo agents), helps teams to transform the way they communicate and collaborate.
In contrast, the Strategy Collection is curated around connecting leaders to the whole organisation, so they have all the information at their fingertips and can easily connect strategy to execution. Purpose-built for technology-driven enterprises, this group of tools includes Focus, the brand-new Talent app, and Jira Align.
But there’s even more. Atlassian just announced a brand-new curated set of apps: the Service Collection.
What is the Service Collection?
Similarly to Teamwork and Strategy, it brings together some of Atlassian’s most popular apps into one AI-powered solution. This time the spotlight is on service management. And it couldn’t be more fitting. Service management, but its very nature, is impossible to achieve effectively with a single solution. Its breadth demands different tools to fill different gaps.
And with AI accelerating innovation, what once took an organisation weeks or months to achieve, can now take place in a single day. Fast and efficient capabilities mean customers now expect more: higher uptime, seamless performance, and instant support that ticks the boxes.
What’s included in the Service Collection?
The Service Collection is designed to be the ultimate service management package, with core and supplementary tools to help you meet customer needs quickly and efficiently. It helps reduce delays, eliminate confusion, and ensure transparency.
Here’s what’s in the box:
- Jira Service Management (JSM) – Atlassian’s core service management offering, JSM unites development, IT, and business teams to deliver exceptional employee experiences and improve service resilience.
- Customer Service Management (CSM) – this brand-new app is designed for external customer support. It’s packed with AI-driven features to improve customer experiences and strengthen feedback loops between frontline support and business teams.
- Assets – this powerful, flexible database is designed to help you track, manage, and visualise your critical assets and services, map dependences, and keep services running. It’s the ultimate companion for assets and configuration management.
- Rovo – of course, no Atlassian collection would be complete without Rovo, the ecosystem’s AI agents, skills, and capabilities that improve productivity across all your service work. Use Rovo to triage and fulfill requests, resolve incidents, summarise information, and generate knowledge.
Meet CSM: a new way of serving customers
The Service Collection comes complete with Customer Service Management, a brand-new app from Atlassian. It’s been designed specifically with external customers in mind and brings your frontline and business teams together in one place to collaborate seamlessly and improve the support you offer.
With all your people on the same AI-powered platform, you can:
- Provide support teams with all the context they need to resolve issues faster.
- Share real-time customer insights with IT operations during critical incidents.
- Help your development teams prioritise and respond to bugs and incidents quickly.
- Give product colleagues real-time insight into customer feedback, helping them build better products.
CSM is now live with new features being announced on a regular basis. So stay tuned for even more from Atlassian and this customer-service juggernaut.
What will happen to existing Atlassian customers?
The Service Collection is available now, and this will have a knock-on effect on existing JSM customers. If you’re currently a JSM customer, you’ll be transitioned over to the Service Collection SKU during the 2026 financial year. Once you’ve transitioned, you’ll get access to CSM at no additional cost.
If you’re thinking about making the move to JSM to elevate your service management approach, you should know it’s no longer available as a standalone app – only as part of the Service Collection. As a new customer, you’ll be able to benefit immediately from JSM, CSM, Assets, and Rovo agents (assuming you opt in for this AI-powered service).
What’s the difference between the Teamwork Collection and Service Collection?
Atlassian’s Teamwork Collection is all about improving the way your teams collaborate more broadly across the organisation. They help create a common language of teamwork and bring your systems of work to life. It’s ideal for a wide variety of organisations and benefits all teams, no matter your function.
The Service Collection is more specifically tailored to service provision, internally and externally, built on ITSM and ESM principles . It’s designed to help organisations manage and maintain exceptional service for their customers – from request fulfillment and high performance to incident management and instant support – using a suite of integrated tools that meet all your needs.
While distinct in purpose, the two Collections are complementary. The Teamwork Collection drives collaboration across all teams, while the Service Collection ensures efficient service delivery. Together, they unite business and technical teams on a single platform and shared language of work, bridging collaboration and service execution seamlessly.
Get the Service Collection
If you’re an existing JSM customer looking to get more out of Atlassian’s Service Collection or just starting on your service management journey, our experts can help. As a leading global Atlassian Platinum Solution Partner, we’re perfectly positioned to help you take service management to the next level – from tool migration to implementation, integration, and training.
Get in touch today to find out more.
Written by
Strategic Advisor
Deniz Timartas is a strategic advisor that uses Atlassian tools and ITSM best practices to help customers achieve efficiency and success. Deniz is also an ITIL Managing Professional and trainer.