Atlassian Service Collection
719 Reviews and Ratings
What is Atlassian Service Collection?
The Atlassian Service Collection, including the no longer available standalone Jira Service Management, is an integrated suite of service management applications built on Atlassian's unified Jira platform architecture. Designed to bring development, operations, internal IT, and external support teams onto a single workflow engine, the Service Collection consolidates support infrastructures to deliver service at high velocity.
The suite natively includes two primary applications under a unified licensing structure:
- Jira Service Management (JSM): Purpose-built for IT Service Management (ITSM) and internal Enterprise Service Management (ESM) across departments like HR, Facilities, Finance, and Legal.
- Customer Service Management (CSM): A dedicated application included at no additional cost with Service Collection plans, tailored specifically for external-facing customer support and customer experience (CX) workflows.
Core Suite Capabilities
- Request Management: A centralized portal interface and ticketing system that manages both internal employee requests (via JSM) and external customer support queries (via CSM). Intake channels include web portals, email, chat, and embeddable components.
- Incident and Problem Management: Incident response tools designed to rapidly resolve service disruptions, featuring on-call scheduling, alerting integrations, automated incident escalation, and post-incident review (PIR) logs.
- Change Enablement: Risk-assessment and approval workflows that coordinate software deployment and infrastructure changes, featuring change calendars and automated syncs with CI/CD tools.
- Asset and Configuration Management (Assets): A flexible configuration management database (CMDB) native to the platform that tracks hardware, software licenses, physical devices, and enterprise relationships alongside their downstream technical dependencies.
- Atlassian Intelligence: Integrated generative AI capabilities that assist human agents with ticket summarization, natural-language knowledge base searches, and automated response drafts.
Agentic Enterprise Service Management (Premium Tier)
The Premium tier of the Atlassian Service Collection introduces autonomous Agentic Enterprise Service Management capabilities. This operations framework is engineered to resolve service requests at scale without human agent intervention:
- Atlassian Intelligence Virtual Service Agent: An autonomous conversational assistant that conducts end-to-end support interactions using natural language processing (NLP). The virtual agent automatically categorizes the customer or employee's intent, resolves common requests using linked organizational knowledge bases, or triggers automated downstream workflows. Premium subscriptions include 1,000 virtual agent-assisted conversations per month (or 12,000 per year) for free. Additional conversations scale on a volume-discounted basis starting at $0.30 per assisted conversation.
- Assets Database Scaling: Expands the local CMDB capacity, allowing Premium customers to store up to 50,000 Assets objects for free (compared to 5,000 objects on the Standard tier). Objects stored above this limit start at $0.02 per object/month.
- Enterprise Uptime and Support Infrastructure: Premium tier customers receive a 99.9% financially-backed uptime SLA, unlimited cloud storage, and 24/7 Premium Support featuring a 1-hour response threshold for critical priority blockages.
Categories & Use Cases
Screenshots
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Technical Details
| Deployment Types | SaaS |
|---|---|
| Mobile Application | Apple iOS, Android |
| Supported Languages | English, French, Spanish, German, Portuguese (Brazil), Portuguese (Portugal), Russian, Korean, Japanese, Norwegian, Polish, Chinese, Czech, Danish, Dutch, Estonian, Finnish, Hungarian, Icelandic, Romanian, Slovak, Swedish, Vietnamese |
FAQs
What is Atlassian Service Collection?
The Atlassian Service Collection, including the no longer available standalone Jira Service Management, is an integrated suite of service management applications built on Atlassian's unified Jira platform architecture. Designed to bring development, operations, internal IT, and external support teams onto a single workflow engine, the Service Collection consolidates support infrastructures to deliver service at high velocity.
What are Atlassian Service Collection's top competitors?
Freshdesk, ServiceNow IT Service Management, and Cherwell Service Management (discontinued) are common alternatives for Atlassian Service Collection.
What is Atlassian Service Collection's best feature?
Reviewers rate Organize and prioritize service tickets highest, with a score of 9.3.