Businesses are building and shipping more digital services than ever before. Velocity matters. Learn how Jira Service Management unites Dev, IT, and business teams on a single, AI-powered platform to deliver exceptional service. Jira Service Management empowers teams to respond to business changes and deliver great customer and employee experiences quickly.

In this interactive session, you’ll hear how Osttra took steps to plan and organize cross-company to leverage Jira Service Management as the backbone for request and incident workflows, supported by intelligent asset data.

You’ll gain practical advice, learn about common integration patterns, and discover how automation and visibility are driving measurable results in large-scale environments.

What to Expect:

- Insights from Osttra on designing a scalable asset management process across global teams
- Perspectives from Atlassian’s senior product manager, Doro Linneweber on evolving trends and best practices
- Expert input from Flexera on enabling accurate software and hardware asset visibility
- Q&A to address your specific challenges and questions

Whether you're just starting your asset management journey or looking to optimize an existing setup, this session will offer strategic and practical guidance from those who’ve done it at scale.

IT Asset Management at Scale: Panel with Osttra and Flexera

Whether you’re in IT operations or IT support, and whether you deliver services to colleagues or customers, you’ve heard of AI's benefits. However, adopting AI requires balancing functional outcomes with governance, security, and data quality, making it hard to know how AI aligns with business objectives, or where to start. In this webinar you’ll:

- Understand the value of AI for ITSM, including which business drivers benefit from it most, and how to build a business case for AI investment
- Learn common challenges with AI implementation, such as governance and measuring impact, and how to overcome them
- Discover how AI can power Enterprise Service Management, and unleash innovation across the entire company

Register now to join us live or to get a link to the on-demand recording so you can jumpstart your AI journey.

5 essential tips for AI service management at high velocity

AI is everywhere and constantly changing; new tools and features are released daily, it feels like everyone has an opinion, and it’s tough to know what can actually help your teams.

This is especially true for service teams, where every minute matters when responding to employee requests. That’s why we want to help by showing you exactly how Atlassian’s service teams are using AI in Jira Service Management. With 13,000 employees in 13 countries, Atlassian’s People team successfully incorporated AI in their service management workflows to see:

- 30% of tickets resolved without any human interaction
- 4000 agent hours saved per year
- 95% CSAT score
-
Join Senior Product Manager for AI in Jira Service Management, Sarah Scaife, and Head of People Operations, Andi Breslin, for this webinar to hear:

- How Atlassian’s People team approached implementing AI for their service management
- Learnings and best practices about the journey
- Recommendations on how you can use Jira Service Management’s AI features to elevate your own service experiences

How Atlassian service teams use AI + Jira Service Management

With a rapidly expanding retail footprint, a recent investment round, and enthusiastic customer base, Vuori needed a service management solution that could scale with them. This in-depth session will explore how Vuori manages the employee experience from onboarding to offboarding. Vuori will share how Jira Service Management creates efficiencies and reduces work for tech and HR teams. An Atlassian product expert will also join to walk through exciting HR Service Management (HRSM) innovations.

Key Takeaways:

- Understand how Vuori streamlined onboarding and can provide employees access to all they need to be productive from day one with Forms and automation
- Understand how to manage employee changes across systems, such as role transitions and department shifts, with zero IT intervention
- Streamline offboarding to ensure that all necessary steps are completed quickly, reducing the risk of security breaches and data loss
- See how using Jira Service Management alongside Multiplier, Identity Governance and Access Management Platform for Jira reduces hours spent by a factor of ten, allowing teams to focus on more strategic initiatives
- Learn about new innovations and what's coming soon on Atlassian's HRSM roadmap

Delivering exceptional HR service management: How Vuori approaches employee lifecycle management

As organizations fully embrace digital transformation, development teams are required to ship more digital products and services faster, while ensuring process compliance and regulatory requirements are met. However, developers often face bottlenecks that impact their productivity, such as manual processes and siloed teams. In order to deliver value to customers faster, dev teams need a way to prioritize and streamline work, as well as increase collaboration with IT operations.

Join us on this webinar as we’ll explore:

- Common dev challenges for shipping quality code fast
- Atlassian’s approach to accelerating software delivery while mitigating risk
- How to simplify and automate the release deployment process with Jira Service Management

Join the webinar and apply these learnings to your software delivery processes for improved developer productivity and faster time-to-market.

Ship quality code faster with Jira Service Management

Across 2024 and into 2025, we’ve seen the introduction of AI into IT Service Management tooling. While impressive, the focus has been on features and functionality rather than the experience and outcomes. We run the risk of applying new AI-driven efficiencies to often sub-optimal support processes and procedures, delivering the wrong thing faster!

In this talk, we will walk through a familiar day-to-day interaction - first, what experiences should end-users expect (or demand) from modern support teams, be it virtual service agents or chatbots, finding knowledge, or even simply raising a ticket? Next, we will switch over to acting as the service desk agent and talking through what AI capabilities they need to successfully provide an excellent service to end-users. Over the course of the presentation, we will see how both personas interact - with AI, each other, and other stakeholders, from Level 2 teams, developers, managers, and beyond!

Key takeaways
• Consider the holistic customer journey, or value stream(s), to identify opportunities to apply AI capabilities.
• Usage of AI in IT support should be tied to at least one of the following metrics: effectiveness, efficiency, or experience.
• How extending the use of AI-augmented platforms across the company allows different teams to collaborate more effectively

From Toil to Triumph: How AI is Transforming Support

ITOps teams are the backbone of any organization, acting as the superheroes dedicated to improving the resilience and performance of digital products and services. Amidst growing I&O complexity and broader digital transformation initiatives, ITOps teams have a big remit - with even bigger consequences for disruptions to service. Research indicates that downtime can have a staggering financial impact, costing organizations billions of dollars in lost revenue and brand perception.

Incidents will always happen. What matters is how responsive ITOps teams can be in taking action and reaching a resolution. Increasingly, AI is playing a larger role in detecting, resolving, and preventing disruptions to service. Join us to explore:

- Atlassian’s strategy for AIOps: keeping a human in the loop, data trust and safety, and explainability - attributing sources and rationale behind AI-powered recommendations.
- The latest AIOps features in Jira Service Management geared towards the three pillars of ITOps: detecting, preventing, and resolving incidents.
- How to overcome common challenges faced during incident response, such as alert fatigue, manual processes, and the lack of effective collaboration among siloed teams.

Join the webinar and start improving your own AIOps practices to ensure uptime, maintain high performance, and manage reliable systems.

All about AIOps in Jira Service Management

Whether it’s supporting internal employees, responding to an incident, or approving a change, every minute counts for your service teams. However, we know traditional service management platforms come up short of delivering real value to today’s enterprises.

That’s why we commissioned a recent study with Forrester Consulting to calculate the significant value enterprise customers found by switching to Atlassian for service management. They found customers:

- Realize a total return on investment (ROI) of 275% and $9.5M total benefits over a three-year period
- Save $2.3M by replacing their traditional ITSM solution
- See $2.9M in service desk productivity gains for IT and business teams

Join Senior Product Marketing Manager for Jira Service Management, Grady Gausman, and Senior Technical Product Marketing Manager, Jennifer Fish, for this webinar to learn more about the study and:

- How customers are cutting costs by switching from a traditional ITSM solution
- How Jira Service Management improves service desk productivity with stronger collaboration, visibility, and flow of work
- How the latest AI features create tangible value

Plus, you'll get a sneak peek at our AI roadmap for ITSM!

Total Economic Impact of Jira Service Management & AI

In today's hyper-connected digital landscape, IT departments often find themselves lost in a wilderness of devices, software, and configurations that can have real consequences - including operational and compliance issues, escalating costs, and potential security vulnerabilities.

This webinar is your compass to navigate through the chaos and will provide you with a practical foundation for effectively implementing and enhancing your asset and configuration management practices. Transform your organization from a tangled web of dependencies and devices to a streamlined, efficient system. You’ll learn strategies for creating a "golden record" - the holy grail of data management that encompasses all the information across your systems of record (SOR), providing a single source of truth for your entire organization.

Atlassian’s Jennifer Fish, Technical Product Marketing Manager, is joined by Jeff Dean, Director of Enterprise Architecture & Chief Architect at Kyndryl Inc, who will be sharing practical approaches for:

- Data quality and governance: maintaining accurate, reliable, and complete asset data
- Integration and collaboration: breaking down data silos and fostering collaboration across departments
- Cost optimization and ROI: aligning asset and configuration management with enterprise goals and budgets to maximize ROI

Don’t miss the chance to get your questions answered by our field experts! Join the webinar to start improving your asset and configuration system now.

Tame IT chaos: Mastering asset & configuration management

Join Cathi Davey, Principal Solutions Engineer at Atlassian and Jeremy Cooley, Product Marketing Manager, ITSM at Atlassian to learn how development teams are using Jira Service Management to:

- Improve the intake of work, such as bug reports and ideas for development
- Boost incident response by integrating development teams into incident swarming
- Automatically track deployments for governance and compliance needs
- Collaborate on the Atlassian platform built for teams to work differently, together
 

Can’t make it live? Register and we will send you the on-demand recording to watch anytime.

Jira Service Management for software development teams

The buzz around AI is undeniable, but how is it truly impacting service management teams? According to our State of AI in Service Management report, 88% of organizations are already using AI. Teams are seeing the impact of AI on improved decision-making, enhanced customer experiences, and increased workforce efficiency. But while most companies are well-aware of the growing value and necessity, they also have hesitations—72% expressed worries about AI tool security, while other concerns include the need for upskilling, or measuring ROI.

Join the discussion with Atlassian Product Managers for AI and Jira Service Management, and Atlassian customer and industry leader, Thumbtack, to learn:

- How Thumbtack successfully harnessed AI to streamline their service operations and save a remarkable 180 hours per month! You’ll hear about their journey and gain practical insights to apply to your own organization
- Data-backed insights from the report on how to use AI to improve customer satisfaction, make data-driven decisions, and boost efficiency
- How to address the real challenges you may face in AI adoption, from data privacy concerns to the need for upskilling
- Atlassian’s vision for the future of AI-powered service management and it’s ability to drive real business value

AI is no longer a futuristic concept; it’s a present-day reality. Don’t get left behind! Whether you're just starting your AI journey or looking to optimize your existing initiatives, this webinar will provide actionable insights to help you navigate the evolving landscape of AI in service management.

State of AI Webinar

A year ago, we put a spotlight on Bad Service Management (BSM), an affliction that has plagued enterprises for years. The best-known cure for BSM? Replace legacy ITSM with Jira Service Management and bring Dev, IT and business teams together to deliver exceptional service at high velocity. See how our recent advancements in AI, incident management, asset management and more can help you stop BSM in its tracks. Hear how industry disruptors embrace technology to deliver outstanding service fast.

Spotlight: End Bad Service Management Now

Edenred and Software AG have embraced Enterprise Service Management (ESM). From IT to HR, legal, finance, and beyond, learn how teams are using Jira Service Management to deliver exceptional service across their organization.

Key takeaways:

- Get tips and tricks for extending Jira Service Management to teams outside of IT like HR, legal, and finance.
- Dive into real-world examples of how business teams use Jira Service Management.
- Learn why more than 50,000 companies trust Jira Service Management to deliver great employee experiences.

Autonomy with Alignment

In today’s increasingly remote and digital world, it’s a growing, but less common, phenomenon for non-IT teams in the business to have their own service culture. Many teams provide a service - from HR, to marketing, facilities, or legal - but they don’t have service management practices in place.

Imagine onboarding to a new company that doesn’t have an IT service desk. How do you get your laptop? Where do you ask questions? The lack of a streamlined process creates a confusing experience for teams working with HR, marketing, and other teams in the business, especially large enterprises. It’s unclear where to submit a request when you need something and even harder to get help.

IT has the power to amplify and scale innovation across an organization by empowering other teams to use the principles of ITSM. Join the webinar to learn how all teams can take advantage of the benefits of a service culture and:

- Get started quickly and accelerate the pace of innovation with automation, templates, and AI
- Reduce reliance on IT for support configuring service desks and setting up services
- Create a standard for service across an enterprise, where employees can rely on a common method for asking questions and requesting help

ESM: Beyond Jira: Scaling IT impact across the enterprise

Remote and hybrid work as well as new technologies like AI have required HR teams to change how they operate. Learn how Atlassian HR leaders and their teams embraced HR Service Management to adapt to the shifting landscape and continue to deliver great employee experiences in our distributed company.

How Atlassian HR empowers its distributed workforce

Explore how Jira Service Management’s latest AI innovations can help support and IT Ops teams deliver outstanding service at scale. Deep dive into new features like the virtual agent, AIOps alert grouping, AI-powered agent experiences, and more. Learn how your team can cut down on manual, tedious tasks to deliver better support, resolve incidents faster, and accelerate productivity.

Key takeaways:

- Get up to speed on Jira Service Management’s newest AI-powered features.
- Learn tips and tricks for delivering better service experiences using AI.
- Understand the ROI of adopting AI features across Jira Service Management.

Unleashing AI-powered ITSM for support and operations teams

Legacy ITSM solutions are overly complex, expensive, and outdated. Join this fireside chat with Andy McCarthy, General Manager, Technology Engineering, the NRMA to learn why they switched to the modern Jira Service Management solution to respond quickly to Members in their time of need and enable frontline workers with innovative technology to help them deliver exceptional service.
In the current AI-driven world, traditional service management vendors are finding it challenging to keep up. Their costly, complex, and outdated solutions lead to siloes and bottlenecks that hinder customer progress.

Jira Service Management aims to eliminate these ineffective service management practices by enabling high-velocity service management through a modern, AI-powered ITSM solution.

Join our fire-side chat with Andy McCarthy, General Manager, Technology Engineering, NRMA and Zoe Ghani, Head of Product Management, Enterprise Growth and Monetisation (ITSM) at Atlassian on the evolution of their service management approach and their journey towards high-velocity ITSM with Jira Service Management.

Hear from Andy McCarthy on why the NRMA switched from a legacy ITSM solution to Jira Service Management to provide better service by helping their organisation:

Quickly respond to members their time of need
Drive collaboration and dialogue between groups/teams
Enable frontline workers with mobile tools

The NRMA's Journey Towards High-Velocity ITSM

Traditional ITSM solutions are overly complex, expensive, and outdated. Join this webinar to learn why companies are ditching bad service management vendors and switching to Jira Service Management for high-velocity ITSM.
In today’s AI-driven world, traditional service management vendors are struggling to keep pace. Their complex, expensive, outdated solutions create siloes and bottlenecks that slow customers down. Some traditional vendors have even called it quits, announcing end-of-life and leaving customers in the lurch.

Jira Service Management helps put an end to these bad service management practices, unlocking high-velocity service management with a modern, AI-powered ITSM solution.

Join this webinar to hear why companies are ditching their traditional vendor and switching to Jira Service Management to:

Reduce costs and complexity and increase ROI
Future-proof their ITSM with automation, AI, and flexible workflows
Unite Dev, IT Ops, and business teams on one platform
We’ll showcase the product proof points that make Jira Service Management stand out in the ITSM landscape, and share real-world success stories of customers who made the switch.

3 reasons to ditch your traditional ITSM software

Learn more about the impact of COVID-19, AI and Incident management

The impact of COVID-19, AI, and Incident Management

Covid-19

Incident Management

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

The impact of COVID-19, AI, and Incident Management

Presented by

About this talk

Atlassian Jira Service Management