Atlassian Connect: High Velocity 2025 event in Munich brought together industry experts to discuss the latest developments in ITSM, AI and workflow acceleration. As a sponsor, we had the opportunity to provide insights into our work, participate in discussions and explore innovative new features that will shape the future of service management.

The challenges in ITSM and service operations

The classic challenges in the IT service management (ITSM) have long been known: isolated communication, sluggish response times to incidents and the increasing complexity of IT environments. Insufficient coordination and collaboration between development and IT operations teams leads to inefficient workflows and delayed problem solving.

Companies also struggle with "Alert Fatigue" . This term describes how the overwhelming number of alerts prevents IT teams from prioritizing critical issues. In addition, fragmented asset management makes it difficult to efficiently track and optimize IT resources.

Atlassian aims to meet these challenges with its new product developments for Jira Service Management and Compass for its customers by providing the teams with a shared overview of incidents and tickets for better communication.

AI and Atlassian tools transform service management

On the Atlassian Connect: High Velocity in Munich TEAM XALT explored with other Atlassian partners and some of our customers, the latest innovations in AI and ITSM that are reshaping service management. Here is an overview of our key findings.

1. AI-supported IT processes (AI Ops)

Under the term AI Ops, Atlassian presented how AI is transforming incident management by reducing disruptive factors for service teams and providing intelligent insights. AI-powered workflows also enable:

  • Automated root cause analysis to solve problems more quickly. The AI recognizes the pattern of already known problems and finds out where the problem solution is documented.
  • Recommended next steps for IT teams, which reduces manual effort.
  • Context-related support through AI-supported agents such as Rovo, where the agent refers to existing documentation, for example, which can help solve the problem.

An Atlassian customer in the telecommunications sector was able to reduce its alerts through AI-supported grouping and analysis of 230,000 to just 3,000 reduce.

2. Advanced incident management with AI

AI automates recurring tasks such as the creation of incidents and creates comprehensive debriefings of incidents. By reducing manual documentation, teams can focus on problem solving rather than administrative tasks.

3. Expansion of the service management functions

Atlassian introduces new features to improve service management in larger organizations. These include:

  • Integration of asset management data in ITSM tools.
  • Improved service cost trackingwhich provides transparency about expenditure in service operations.
  • Improvements in compliance and securityto ensure that companies meet the legal requirements.

4. The game changer: Assets Data Manager

One of the most exciting announcements was the beta version of the Assets Data Manager. With this tool, companies can:

  • Multiple data sources for better asset tracking.
  • Data from various discovery tools and thus increase data integrity.
  • Up to 3 million assets and thus support large IT environments.

Why companies should use these innovations

AI is already being used by 58 % of companies to improve service management. By introducing AI-driven tools such as Jira Service Management and AI Ops, companies can:

  • the time to resolve incidents by an average of 55 minutes per incident reduce.
  • Improve cross-team collaboration and eliminate silos.
  • Improve asset tracking and cost management and thus ensure operational efficiency.

Atlassian's latest innovations enable companies to optimize workflows, automate repetitive tasks and strengthen service operations. The future of ITSM is here, and AI is at its core.

Atlassian Connect: Final thoughts

"It was a great opportunity to meet our customers and Atlassian colleagues. We learned a lot of new exciting things about Jira Service Management and AI and will now plan how to implement this for our customers." is the enthusiastic summary of our colleague Claudia, who was there with TEAM XALT.

The Atlassian Connect: High Velocity event showed how AI and ITSM are revolutionizing service management. As organizations continue to embrace digital transformation, the adoption of AI-powered service management solutions will be key to remaining competitive.

Our team was excited to be a part of Atlassian Connect, participating in the discussions, sharing insights and connecting with industry leaders. If you are ready to share your ITSM strategy with AI and Jira Service Management now is the right time to explore these powerful solutions.

If you would like to find out more about the product innovations relating to Jira Service Management, we will be happy to assist you as a Platinum Solution Partner with ITSM specialization. Yours Contact.