On the evening before Atlassian’s Team on Tour Sydney, Corptec Technology Partners hosted an exclusive pre-event networking night for a curated group of IT leaders, service management professionals, and Atlassian customers. The theme? Modernising Service Management With AI.

With Atlassian kicking off their vision for 2026 at Team on Tour Sydney, Corptec wanted to get ahead of the product announcements and create a space for candid, insight-rich conversations.

And the evening delivered on every front.

The session was led by Biret Agirtan, Co-Founder, Managing Director, and Principal Atlassian Consultant at Corptec, alongside Shane Diprose, Senior SaaS Cloud & Transformation Consultant, and Ishrat Cheema, Program Manager and Senior Atlassian Consultant.

The Big Theme: AI Is No Longer Optional in Service Management

One of the clearest takeaways from the evening was that AI has fundamentally shifted expectations. Customers and employees now expect instant, always-on service. Businesses expect systems that are reliable and fast. And service teams are expected to deliver all of this — often with the same tools, teams, and budgets they had before AI came into the picture.

Biret set the stage perfectly with his opening address, and the sentiment was clear from the outset.

“AI has accelerated the pace of innovation. Customers and employees expect instant responses, businesses expect systems to be always on, and service teams are expected to deliver all of this with the same tools, the same teams, and the same budgets. That’s the problem Atlassian’s latest product bundle, the Service Collection, has been designed to solve.”

Spotlight on Atlassian’s Service Collection

A central focus of the evening was Atlassian’s Service Collection — a bundled suite of apps and AI agents designed to help teams deliver modern, AI-first service experiences across IT and customer-facing operations.

The Service Collection brings together:

• Jira Service Management (JSM) — Atlassian’s own enterprise ITSM platform
• Customer Service Management (CSM) — Atlassian’s newest AI-powered external support solution
• Assets — for asset and configuration management
• Rovo-powered AI agents — purpose-built for service use cases

What makes the Collection compelling is that it extends Atlassian’s System of Work into service operations, eliminating the need to stitch together disparate tools. As Biret noted, the goal is to deliver faster time to value, a lower total cost of ownership, and far less operational friction.

Critically, Rovo — Atlassian’s AI layer — is not an add-on. It works as the foundational intelligence across the entire platform: powering search, chat, automation, and agentic AI experiences for IT service management, operations, and customer service workflows.

Modernising IT Ops with AI-Powered Jira Service Management

Shane opened his session with a challenge that many in the room immediately recognised: IT operations have become mission-critical, yet most service desks are still operating with siloed knowledge, disconnected tools, and limited visibility.

Shane walked the audience through how Jira Service Management bridges the gap between Development, IT Ops, and Support teams — all on a single, intelligent platform. Key capabilities explored included:

• AI-generated summaries to give stakeholders instant clarity on long issue threads
• Virtual service agents providing 24/7 conversational support for common requests
• AI-driven incident clustering to surface patterns and prevent recurring problems
• Automated triage and prioritisation to ensure the right work gets done first

“IT service desks are operating with siloed knowledge, bloated budgets, disconnected tools, and limited visibility. When an incident happens, information is scattered, context is missing, and collaboration is slow — making resolution take longer than it should. Jira Service Management was built to fix exactly that.”

Shane also underscored the seamless adoption pathway for organisations already using Jira: Jira Service Management is a natural extension, with familiarity already built in. The real value, he noted, comes from connection and consolidation across the broader Service Collection.

Exploring the Future of Customer Service Management

Shane’s second keynote turned the spotlight to Atlassian’s Customer Service Management app — a purpose-built, AI-first tool for Tier 1 and Tier 2 external support teams — available exclusively as part of the Service Collection.

Shane walked the audience through real-world challenges customer support teams face every day: disconnected tools, fragmented data, and siloed teams. He made a compelling case for why AI alone isn’t enough without unified context — and why Customer Service Management’s deep integration with Atlassian’s Teamwork Graph changes the equation.

With Atlassian’s Customer Service Management app, support teams gain instant access to:

• Complete context of the customer’s environment
• Visibility into recent code changes
• Direct connections to the developers behind those changes
• Integrated workflows that dramatically accelerate resolution

Product managers, developers, and IT Operations all benefit too — gaining real-time customer-driven insights that help build better, more resilient products and services.

Live Demos: Seeing Jira Service Management and Customer Service Management in Action

Ishrat brought the keynotes to life with three live demonstrations — two of them showcasing the incident management capabilities of Jira Service Management, and how it connects requests with systems, products, and assets, and the third revealing the power of the Customer Service Management app in a real-world support scenario.

The demos were among the highlights of the evening, giving attendees a tangible sense of how Atlassian’s tools operate — not just in theory but in practice. Ishrat’s clear and engaging delivery made complex workflows feel remarkably accessible.

“Seeing the Customer Service Management app in action makes it clear why this is a game-changer for support teams. It’s not just about responding to tickets — it’s about giving every team member the context they need, in real time, to resolve issues faster and serve customers better”, remarked one of our guests at the event.

Adopting High Velocity Service Management with Corptec

The event wrapped up with a lively Q&A session, a name draw with exciting prizes, and plenty of post-session networking over drinks.

Throughout the evening, one theme resonated strongly with the group — organisations that invest in connected, AI-powered service platforms today will be the ones best positioned to meet the growing expectations of their employees and customers tomorrow.

As a superior alternative to most ITSM tools in the market today, Jira Service Management (JSM) offers a high-velocity, AI-powered platform that promises faster time to value, enterprise scalability, and cross-team collaboration, without the cost and complexity of legacy IT service management solutions.

And regardless of where you are in your organisational journey, adopting an advanced ITSM tool like Jira Service Management, with its embedded Customer Service Management app, powered with Rovo AI’s advanced search, chat, knowledge sharing, and incident management capabilities, will ensure that your service management processes are smarter and faster.

Eager to explore how you can achieve best-in-class ITSM and CSM with Corptec? Book a free discovery session with our expert today!

As a certified Atlassian Gold Solution Partner since 2018, Corptec Technology Partners helps businesses unlock the full potential of Atlassian tools with tailored workflows, Atlassian product implementations, automation, and AI-enabled solutions using Atlassian Intelligence and ROVO AI. With HYCU as our backup partner, we ensure secure, compliant, and reliable data recovery across Atlassian applications, including Jira, Confluence, JSM, and Trello.

Get in touch with our expert today to discuss the capabilities of Jira Service Management, Customer Service Management, and ROVO AI for your ITSM environment!