Wherever you need to boost efficiency and output, you need Artificial Intelligence (AI).
This is true even for superior service management tools, such as Atlassian’s popular IT Service Management (ITSM) solution, Jira Service Management (JSM).
Which is why, Atlassian has now incorporated Atlassian Intelligence—it’s suite of AI-powered tools designed to enhance team collaboration and productivity—into Jira Service Management.
With this move, IT and business development teams would now be able to leverage JSM for quicker incident resolution, automated IT support, and smarter triaging.
In this blog, we’ll explore the myriad benefits organisations can reap from AI-powered intelligent automation in Jira Service Management.
But first, let’s look at why Jira Service Management is such a sought-after IT service management (ITSM) solution.
An Overview of Jira Service Management—Atlassian’s ITSM Implementation Tool
Jira Service Management (JSM) is Atlassian’s service management solution designed to empower IT, Dev Ops, and business teams to deliver high-velocity service experiences to their customers.
Built on Jira, JSM encompasses deeper service management practices across service request, incident, problem, change, knowledge, asset, and configuration management. It helps companies bring more visibility and accelerate the flow of work between different service delivery teams.
As a comprehensive ITSM tool, Jira Service Management helps companies deliver IT as a service by enabling the end-to-end delivery of IT services to customers. JSM supports all the processes and activities that contribute to designing, creating, delivering, and supporting IT services.
Jira Service Management offers both cloud and self-managed hosting options for Atlassian customers.
How Does Atlassian AI Enhance IT Support Processes In Jira Service Management?
The journey of a potential prospect into a loyal client hinges on superior service delivery and customer support.
With Jira Service Management, organisations can not only become more customer-centric but can also support their end-to-end ITSM lifecycle in alignment with their larger business objectives.
However, managing change and resolving IT issues manually is not enough. With Atlassian Intelligence embedded into JSM, organisations can ensure on-going support and improved incident management (regardless of time or region!) with virtual service agents, powered by Atlassian Rovo.
Some of the core Generative AI-powered features integrated into Jira Service Management include:
- Smart Summarisation: Atlassian Intelligence-powered JSM can quickly summarise issue details, long comment threads, and conversations to bring stakeholders up to speed instantly.
- Automated Virtual Service Agents: Rovo’s AI-powered chatbots provide 24/7 conversational support—resolving simple requests and gathering context for complex issues.
- AI-Powered Content Transformation: With Jira Service Management, IT support teams can now automatically correct typos, adjust the tone of messages, and generate clear, professional responses every single time.
- Intelligent Incident Management: Atlassian Intelligence can help you cluster similar incidents, prioritise issues based on past data, and recommend relevant resolutions.
- Self-Service Knowledge Base: Atlassian Intelligence also proactively suggests knowledge base articles to deflect common support queries and ensure customers are provided with instant and relevant information.
Eager to learn how Atlassian Intelligence empowers high velocity ITSM practices in Jira Service Management? Download your free copy of our whitepaper for a comprehensive read now!
How Does Atlassian Intelligence Improve JSM Automation?
Jira Service Management can help businesses make the right impact by automating customer interactions and service resolutions, leaving IT and DevOps teams free to focus on more strategic tasks. Some of its core automation features include:
- Automated Issue Resolution:
With the incorporation of Rovo AI, virtual agents will now be available to handle most often requested queries—such as password resets or software installation. Virtual agents are also capable of troubleshooting common issues that arise without the need to bring in the IT team. Moreover, AI-driven responses can vastly improve resolution speed and reduce over-reliance on human customer service agents.
In fact, according to Atlassian’s own estimates, their virtual agents have proved effective in handling over 50% of incoming requests faster than before!
- Seamless Human-Agent Handover:
For complex service delivery issues requiring human intervention, Atlassian AI can help you seamlessly transfer the request with full conversation history and context. This helps in minimising downtime and ensuring that agents have all necessary details upfront.
- Proactive Incident Management:
With intelligent Jira Service Management powered by AI, Atlassian Intelligence will be able to detect patterns and trends in IT issues, allowing teams to anticipate and prevent recurring problems. This predictive analytics feature will ensure that tickets are automatically categorised and routed to the right team instantly.
- Smart Triage and Prioritisation:
One of the major benefits companies get from Atlassian’s JSM-AI integration is that IT service tickets can now be intelligently classified, based on urgency, impact, and/or past issue data. This not only ensures that critical issues get addressed promptly but also helps in streamlining issue assignment and resolution, improving overall IT service management efficiency.
What Are Some of the Other Intelligent ITSM Features Offered By Jira Service Management?
As explained previously, Jira Service Management now offers Atlassian Intelligence capabilities to enhance IT service management (ITSM) implementation and delivery. Atlassian Intelligence, on the other hand, leverages AI that has been developed by Atlassian to boost productivity, drive action, and unlock insights. With this integration, JSM users will now find summarising issues effortless. This ITSM software can now help IT and DevOps teams deliver great service globally through virtual agents that can automate responses and provide relevant context during customer interactions.
These AI agents, powered by Atlassian Rovo AI, are capable of automating support requests, personalising interactions, and deflecting issues using pre-defined conversation flows and AI answers. Atlassian Intelligence employs Natural Language Processing (NLP) to understand intent, sentiment, and context. It helps agents create and improve responses by offering features to:
- Brainstorm how to start a customer response: Atlassian intelligence analyses user inputs and generates suggestions for customer responses to inspire and speed up issue resolution.
- Summarise lengthy content: Atlassian Intelligence analyses the given input text and identifies the most relevant and important points to help agents condense long-winded text into a concise summary—making it easier to understand and digest. It takes into account factors such as the frequency of certain words or phrases, their context within the text, and any associated sentiment or importance.
- Fix spelling and grammar in customer responses: To help you identify and correct spelling and grammar mistakes in written communication, Atlassian Intelligence offers suggestions based on common grammatical rules and contextual analysis of the surrounding text. You have the option to accept a suggestion by clicking on it, or you can manually make changes as needed.
- Improve writing: Atlassian Intelligence helps agents enhance their writing skills by providing suggestions (including grammar corrections, word choice recommendations, formatting, etc.). Alongside these suggested improvements, Atlassian Intelligence also offers explanations and reasoning behind each suggestion as well.
- Change tone according to the scenario: Atlassian Intelligence allows you to modify the tone of your customer response (such as casual, educational, empathetic, neutral, or professional) to meet the needs of a variety of customer situations. This allows agents to adjust the style or mood of the text accordingly.
As detailed before, there are additional intelligent features in Jira Service Management, built on data-driven algorithms and powerful machine learning baked into the software, that help IT teams:
- Surface and group similar incidents and/or requests for efficient and quick issue assignment and resolution
- Build custom conversation flows that learn from previous virtual agent interactions
- Surface and recommend relevant knowledge articles based on historical data and user behaviour
- Ensure that issues are intelligently assigned and routed to the right agents
- Perform smart triaging, where incidents are automatically classified and prioritised based on past issue data
- Enable smart requests and recommend relevant resources and service desks when searching across the IT Help Centre
Will Your Customer And Issue Data Be Safe When Jira Service Management Becomes AI-Enabled?
Following the scandal where Google’s AI model, Gemini, was accused of racially re-writing history, many companies began debating whether AI can really be trusted to keep their data private.
In fact, in our on-demand webinar How Secure is the Atlassian Cloud? Busting Common Cloud Security Myths, experts from Atlassian, HYCU (our Data-protection-as-a-service partner), and Corptec also address ethical concerns around Atlassian’s use of their customer data.
Atlassian has proven, time and again, that they are committed to cloud security and compliance and their venture into AI is guided by their Responsible Technology Principles, which focus on transparency, trust, and accountability.
Since Atlassian Intelligence combines state-of-the-art models developed by OpenAI with the functionalities and data within the Atlassian platform, it provides a native artificial intelligence experience that is contextual to companies, their teams, and their workflows—in a way that respects the privacy of the data of Atlassian customers.
Download and read the FAQ section on Atlassian Intelligence and Trust in our whitepaper:
Boost Your IT Service Management (ITSM) Processes With Corptec’s JSM and Atlassian AI Services
Whether you’re new to Jira Service Management or have been using this advanced tool to improve and streamline your ITSM processes for a long time, integrating Atlassian Intelligence with JSM is bound to help you increase your process efficiency, accelerate incident response times, and ensure service delivery is prompt and relevant.
However, Atlassian AI is currently exclusive to Premium and Enterprise editions of Atlassian’s cloud products. This means that, if your organisation uses or has purchased licenses for Atlassian products such as Jira, Confluence, or Jira Service Management on a Premium or Enterprise plan, Atlassian Intelligence will be automatically activated and available for use.
Additionally, if you would like to leverage Atlassian’s Rovo AI agents with all their native functionalities, you would require the latest versions of Jira, Confluence, or JSM for the AI integration.
To help ensure that Atlassian Intelligence and Jira Service Management offer ground-breaking opportunities for your ITSM processes, Corptec Technology Partners offers Atlassian cloud customers a free AI-enablement session to help unlock powerful AI features for Jira Service Management. With this session, you will gain:
- Expert Guidance: Our team of experienced Atlassian consultants will guide your teams through the process, ensuring a seamless integration of Atlassian Intelligence and Rovo AI into your existing JSM environment.
- Hands-On Experience: Get practical, hands-on experience with AI features and Rovo agents tailored to your team’s unique IT service implementation and delivery challenges.
- No Cost, No Obligation: This session is entirely free, with no commitment required. It’s an opportunity for you to explore the potential of Atlassian AI for your IT, DevOps, and business development teams at no cost.
Eager to witness the capabilities of Atlassian Intelligence/ROVO AI and Jira Service Management for your ITSM environment? Book a demo with our experts today!
