If 2024 was the year of AI hype, then 2025 is set to be the year of practical AI applications, particularly in service management. According to our State of AI in Service Management report, an impressive 88% of organizations are already using AI for service management, with 89% planning to increase their investments over the next 12 months. The focus is now on tangible use and return on investment – it shouldn’t take months (or years) to put AI to work.
That’s why I’m thrilled to share the exciting new features that bring the best of AI to Jira Service Management. These advancements are part of the Atlassian platform – which means you need very little time to start getting value – and come in two different flavors: proactive AI experiences built directly into the platform and specialized AI agents that help with IT services, employee support, HR service management, and more.
Let’s dive in!
🎉 Top 10 AI Superpowers Coming to Jira Service Management
IT Operations, Enhanced! When incidents happen, AI surfaces past incidents, priority levels, change risks, and even suggests the best responders.
Meet your agentic (or AI agent) sidekick. From identifying root causes to crafting Post-Incident Reviews, new AI agents do the heavy lifting so your team can focus on the big picture.
Employee Support, Anywhere You Work. Slack? Teams? Email? Web widget? Help Center? Wherever your employees are, the virtual service agent is ready to help.
Multilingual Magic. The virtual service agent now supports all major languages, ensuring employees around the world get the help they need.
Instant Clarity. AI-generated summaries now deliver employee request overviews, recommended next steps, and even one-click action buttons. Less clicking, more solving.
A personal coach for your help desk. Virtual service agent now comes with an AI-powered dashboard showing performance stats and knowledge gaps. Plus, it’ll suggest new articles to fill those gaps.
Your AI-Powered People Partner. Onboarding, offboarding, and everything in between just got easier. With AI-generated request types and templates, HR teams can set up service desks faster than ever.
Seamless HR Integrations for Effortless Support. Connect Jira Service Management with popular HR apps like Workday and Okta. Streamlined support and smoother workflows? Yes, please.
Lock It Down: Simplified Access Controls. Sensitive HR requests? No problem. Simplified access controls ensure confidential info stays secure while the right people get what they need
The Employee Help Center Gets a Glow Up. Your revamped HR help center puts resources front and center. Employees can now find what they need faster.
AI for IT Operations: Enabling Faster Resolution of Alerts and Incidents
IT Operations teams are growing their AI adoption to help improve service resilience and increase responsiveness to change.
Within Jira Service Management, AI proactively groups alerts and surfaces information such as change risks, past similar incidents, as well as suggested responders and priority levels. The information is shared directly in their existing incident workflow and in connected channels and apps like Slack and Microsoft Teams.
But the real magic comes from the Rovo Agents – powerful, agentic teammates to help you take action. During an incident, Rovo agents help teams dive deeper into the details, surfacing information from third-party sources and service mappings via the Teamwork Graph to quickly identify a probable root cause. Incident managers can ask this agent questions about the nature and impact of the incident to build their understanding of the situation. Agents can also suggest recommended playbooks to review and automation workflows (including invoking other Rovo agents) to to take action.
Finally, when it’s time to write that Post-Incident Review (PIR), Rovo has you covered with a first draft of the report in seconds.
Customer Spotlight: Canva
“Jira Service Management is saving us a significant amount of time. Once an incident ticket is closed, it’ll run an incident report and create action items that are tracked. Once you create one, that sets the mandate and alerts people to complete tasks as well. If we didn’t have that automation set up, it would have all been a manual process.” – Andrew Toolan, Software Engineer, Canva
AI for Employee Support: Unlocking Exceptional Self-Service
Simply put, our virtual service agent is awesome. Customers report the agent now handles 75% of all internal requests with an average satisfaction score of 4.5 out of 5, significantly improving team productivity and employee experience.
Jira Service Management helps all Thumbtack employees. If we can get them help faster, that makes everyone happier. There’s a cascading effect of wins, right down to the customer.”
Jason Kuo, Director of IT Infrastructure, Thumbtack
Today, employees can access the virtual service agent from more places than ever before – Slack, Microsoft Teams, email, a web widget, and the Help Center.
Additionally, virtual service agent can now provide support in all major languages and dynamically translate content from existing knowledge articles.
If employees really like the virtual service agent experience, then support teams love it. Customers report being able to reduce resolution times for support conversations by up to 90% with the virtual service agent. That’s worth repeating. NINETY. NINE ZERO. 90 percent.
As incredible as that outcome is, some requests still need a human touch. We’re focused on weaving AI experiences directly into Jira Service Management to proactively surface insights for service agents. These are uniquely powered by The Teamwork Graph, working in the background to connect people, goals, systems, and knowledge to provide the right context at the right time – without the complex configuration process of legacy solutions.
These insights appear as suggested steps, knowledge, and single-click actions for agents to review alongside the employee request and ensure a swift resolution.
We’re also making it easier for support teams to evaluate the virtual service agent’s performance with a new AI-generated insight dashboard. Not only that, but the dashboard will highlight potential gaps in knowledge with suggestions on new articles to create…and even allow service teams to use generative AI to create the article .
The Total Economic ImpactTM of Jira Service Management
According to a recent commissioned study, The Total Economic ImpactTM of Jira Service Management, AI in Jira Service Management means:
- ITOps teams approve change requests 35% faster and save nearly an hour per incident
- IT help desk agents see a 30% improvement in ticket handling efficiency
- Employees save an average of 25 minutes finding an answer after submitting a help ticket
AI for HR Service Management: Delivering Superior Employee Experiences
To elevate the quality of employee experiences, many HR teams are turning to AI to enhance their service delivery. Our research reveals that a third (28%) of HR teams are already leveraging AI to enhance their workflows, with another quarter (26%) exploring potential applications.
I’m excited to unveil new HR service management (HRSM) capabilities in Jira Service Management, designed to further streamline and empower these essential teams.
HR 
AI Apps
Our research reveals HR is using AI to improve several workflows, including:
- Automated employee onboarding and off-boarding workflows (46%)
- AI-generated meeting notes and action items (41%)
- AI-powered virtual agents for employee inquiries and self-service (37%)
First up, AI-generated request types. With it, we’re using generative AI to help HR teams build requests that employees can make. For example, HR teams can describe their service area in a short sentence like “I work in HR and run the employee relations team.” Then, Jira Service Management will instantly generate matching request types. Jira Service Management can also recommend fields that you might want to add to each request. This way, HR teams can rapidly grow and tailor their service offerings without any technical understanding of the underlying Jira Service Management backbone.
We’ve also added a number of new HR-focused templates to our collection. These templates simplify common HR workflows such as provisioning a new computer for an employee, facilitating an exit interview, or requesting recruitment support. Now, with now dozens of such templates, we are making it easier for HR teams to jump in and use Jira Service Management right away.
Next, we’re building integrations with some of HR practitioners’ favorite apps like Workday and Okta. By integrating Jira Service Management with Okta and Workday, our friends at Thumbtack have almost completely automated onboarding and off-boarding requests, saving as much as 250 hours every year.
When it comes to sensitive information, we’ve got HR teams covered. We’ve simplified the controls around who can create specific request types and who gets to see certain work, such as HR cases. This means customers can lock down sensitive data, keeping it safe and sound.
To top it off, we’ve also given our employee help centers a makeover. They’re now more beautiful and customizable, allowing HR teams to configure them to display information the way they need.
How Atlassian HR uses Jira Service Management to empower our distributed workforce
“A critical part of Atlassian’s Team Anywhere model is giving our teams a place to find answers and get what they need to stay productive. Jira Service Management delivers that. With the Jira Service Management virtual service agent, our HR team efficiently handles employee requests and inquiries, saving us 2,800 hours annually and allowing us to focus on providing a more seamless and delightful employee experience.”
-Avani Prabhakar, Chief People Officer, Atlassian
Put AI in Action for Your Service Management Teams Today
At Atlassian, we’re all about delivering real, impactful AI enhancements that truly make a difference in your daily work. The features we’ve rolled out aren’t just trendy terms; they’re practical tools aimed at improving service delivery across your organization. Check out Jira Service Management, give these AI-powered features a whirl, and step into the future of service management today.
Psst…New Yorkers, Chicagoans, Londoners, and Münchner…we’re coming to town.
Located in or around New York, Chicago, London, or Munich? Atlassian Connect: High Velocity is coming to you! Join us for a free, full-day event where you’ll learn how to transform your organization’s service management with AI. Hear from industry leaders, demo all of our latest innovations, and network with peers.
- Register for our New York event on February 25, 2025
- Join us at our Chicago event on February 27, 2025
- Check out our London event on March 4, 2025
- Besuchen Sie uns bei unserer Veranstaltung am 11. März 2025 in München
If you can’t make this series, join us at our annual conference, Team ’25, happening in Anaheim, California and online on April 8-10, 2025.