Service Collection –
A New Era of Service Management
with Atlassian

On October 7, 2025, Atlassian officially launches the Service Collection – the newest package in its Collections strategy. This unified, AI-powered solution brings together Jira Service Management (JSM), Customer Service Management (CSM), Assets, and Rovo Agents.

For customers, this marks an entirely new standard: a single,
central environment that integrates internal and external service management, supports teams in their daily work, and helps organizations meet the ever-growing demands for speed, quality, and innovation.

Why Atlassian Introduced Collections

For years, Atlassian has been expanding its products into a full platform supporting the System of Work – the way teams plan, build, deliver, and support digital solutions.

At Team ’25 US, Atlassian introduced the first Collections:

Teamwork Collection – designed to improve collaboration.

Strategy Collection – focused on planning and executing business strategies.

Each Collection is a curated set of apps and AI agents created to address specific customer challenges. Now Atlassian is taking the next step with the Service Collection, built for organizations that want to transform the way they manage services.

What Is the Service Collection?

Service Collection is more than just a bundle of apps – it represents a new approach to service management. By combining Atlassian’s tools with AI-powered automation, organizations can:

prevent problems before they happen,

respond faster to incidents and requests,

break down silos across departments,

and connect IT, Dev, Support, and Business perspectives more effectively.

What’s Included in the Service Collection?

Jira Service Management (JSM)

A proven ITSM solution that enables IT and operations teams to deliver excellent employee services. JSM supports processes such as request, incident, change, problem, and asset/configuration management.

Customer Service Management (CSM) – new

For the first time, Atlassian officially enters the customer service space. CSM allows support teams to collaborate with IT, Dev, and business teams on the same platform.

Provides agents with complete customer context.

Simplifies sharing insights with IT and Product.

Improves handling of critical incidents.

Strengthens the feedback loop between frontline support and product development.

Assets

A flexible database for managing assets, services, and their dependencies. Assets makes it easier to visualize and analyze data, increasing resilience and improving planning.

Rovo Agents

AI-powered teammates that handle repetitive tasks – triaging requests, automatically resolving incidents, deflecting tickets to knowledge bases, and even generating articles and reports.

Note: The Service Collection is sold as a single SKU – apps are not available separately.

How Service Collection Supports Teams

IT & Operations – better tools for incident and change management, full visibility with Assets, and tight integration with Dev.

Customer Support – faster ticket resolution, AI-driven automations, and direct feedback loops to Product teams.

Development – real-time insights into bugs and incidents, prioritized based on real customer data.

Business – a clearer understanding of customer expectations and faster ability to deliver product improvements.

Licensing Changes and Migration

Jira Service Management will no longer be sold as a standalone product starting October 7, 2025.

New customers will purchase the Service Collection as a whole.

Existing JSM customers will transition to the new SKU during FY26 and gain access to CSM at no additional cost.

Pricing remains aligned with JSM Cloud, with the same editions: Free, Standard, Premium, and Enterprise.

Assets Updates

Object pricing for Premium and Enterprise is reduced from $0.05 to $0.02 per object per month.

Enterprise object limits increase from 50k to 500k.

Data Manager is now generally available for Premium and Enterprise customers.

The Future of Service Collection

Service Collection is just the beginning. Atlassian plans to expand it with additional Rovo agents and apps, further enhancing its AI capabilities. Future updates will also extend compliance coverage, including FedRAMP, HIPAA, HELA, and IRAP.

Over time, Collections will become the natural entry point into the Atlassian ecosystem – simple, consistent, and aligned to real business needs.

Why Service Collection Changes the Game

Service Collection marks a milestone in Atlassian’s history. By uniting JSM, CSM, Assets, and Rovo in one package, Atlassian not only simplifies its offering but also empowers customers with a comprehensive platform for building resilient, intelligent services – for both employees and external customers. With Service Collection, organizations can finally manage the entire service lifecycle – from incident to product development – all on a single AI-powered platform.

Want to learn how Service Collection can transform service management in your organization?

As an Atlassian Solution Partner, we’ll help you plan your migration and make the most of this new solution.