[IT Service Management], [Enterprise Service Management], [Jira Service Management], [Atlassian Intelligence], [Service Management]
Embrace the future of service management with confidence. Discover how Atlassian unites teams on a single platform to enhance collaboration, transparency, and workflow efficiency — leveraging cutting-edge AI features — at a significantly lower cost than traditional ITSM solutions.
Not long ago, Atlassian, in collaboration with Forrester, released several interesting reports that highlight Jira Service Management’s capabilities as a game-changer for ITSM, enabling organizations to optimize incident handling, service request management, and change management while reducing operational costs.
Today, we invite you to explore one of the spotlights explicitly dedicated to the role of AI in service management. The study involved interviews with five organizations across industries such as financial services, food delivery, home services, and entertainment. These companies sought AI-driven service management solutions to enhance collaboration, customer experience, and operational efficiency.
AI Spotlight
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Transform service delivery with collaboration and AI
*over a three-year period.
"We accomplished more in a year and a half with Jira Service Management than we did in four years with the legacy platform. We are spending about 60% of what the previous ITSM solution cost."
Chief Operating Officer, Financial Services
"From an operational efficiency perspective, bringing all teams onto one platform has been great because it gives us a brilliant lens over how we're doing in so many different parts of the business."
Manager, Global Service Management, Global Restaurant Chain
"Now, with our virtual service agent in the help desk channel, we have 24/7 availability. It can respond at any time of the day, no matter the question."
Director of IT Operations, Home Services
"In addition to our IT service desk, we have also implemented Jira Service Management for our HR people operations team, employee experience, finance, recruiting operations, payroll, and benefits."
Director of IT Operations, Home Services
AI in Jira Service Management leads to…
More productive agents
IT help desk agents experience a 30% boost in ticket processing efficiency due to AI-driven summarization, triage, and routing. Additionally, 30% of IT requests are completely managed by the virtual service agent.
Better employee experiences
Ensure users can easily access assistance, no matter where they are working. Smart knowledge and self-service features allow end users to save an average of 25 minutes per request submitted.
Streamlined change approvals
Reduce the duration of the CAB meeting. By uniting Dev and IT on the Atlassian platform, IT operations teams can approve change requests 35% more quickly due to improved risk assessment, routing, and recommendations.
Improved incident response
Address, understand, and avert service disruptions using AIOps. In critical moments, Jira Service Management helps IT Operations save almost an hour per incident.
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