Atlassian Connect: The 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 share insights into our work, participate in discussions, and explore innovative new features that will shape the future of service management.
Challenges in ITSM and service operations
The classic challenges in IT Service Management (ITSM) have long been known: siloed communication, sluggish response times to incidents, and the increasing complexity of IT environments. Insufficient coordination and collaboration between development and IT operations teams lead to inefficient workflows and delayed problem resolution.
Companies also struggle with “alert fatigue”. This term describes how the overwhelming number of alerts prevents IT teams from prioritising critical issues. Furthermore, fragmented asset management makes it difficult to efficiently track and optimise IT resources.
Atlassian aims to solve these challenges for its customers with its new product developments for Jira Service Management and Compass by providing teams with a shared overview of incidents and tickets for better communication.
AI and Atlassian tools are transforming service management
At Atlassian Connect: High Velocity in Munich, TEAM XALT explored the latest innovations in AI and ITSM with other Atlassian partners and some of our customers, which are reshaping service management. Here is an overview of our key takeaways.
1. AI-driven IT operations (AI Ops)
Under the term AI Ops, Atlassian presented how AI is transforming incident management by reducing noise for service teams and providing intelligent insights. AI-driven workflows also enable:
- Automated root cause analysis for faster problem resolution. The AI recognises patterns of known issues and identifies where the solution is documented.
- Recommended next steps for IT teams, reducing manual effort.
- Contextual support through AI-powered agents such as Rovo, where the agent, for example, refers to existing documentation that can assist in problem-solving.
An Atlassian customer in the telecommunications sector was able to reduce its alerts from 230,000 to just 3,000 through AI-powered grouping and analysis.
2. Advanced Incident Management with AI
AI automates recurring tasks, such as creating incidents, and generates comprehensive post-incident reviews. By reducing manual documentation, teams can focus on problem-solving rather than administrative tasks.
3. Expansion of Service Management Features
Atlassian is introducing new features to improve service management in larger organisations. These include:
- Integration of asset management data into ITSM tools.
- Enhanced service cost tracking, providing transparency over service operations expenditure.
- Improvements in compliance and security to ensure that companies meet 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:
- integrate multiple data sources for better asset tracking.
- reconcile data from various discovery tools and thereby increase data integrity.
- manage up to 3 million assets and thus support large IT environments.
Why companies should leverage these innovations
AI is already being used by 58% of companies to improve service management. By implementing 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.
- improve cross-team collaboration and eliminate silos.
- improve asset tracking and cost management and thereby ensure operational efficiency.
Atlassian's latest innovations enable businesses to optimise 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 and exciting things about Jira Service Management and AI, and we are now planning how we can implement this for our customers." is the enthusiastic summary from our colleague Claudia, who was on site with TEAM XALT.
The Atlassian Connect: High Velocity Event demonstrated how AI and ITSM are revolutionising service management. As businesses continue to navigate digital transformation, the adoption of AI-powered service management solutions will be key to competitiveness.
Our team was delighted to be part of Atlassian Connect, to participate in the discussions, exchange insights and connect with industry leaders. If you are ready to accelerate your ITSM strategy with AI and Jira Service Management, now is the right time to explore these powerful solutions.
If you would like to learn more about the product updates around Jira Service Management, we are happy to be at your disposal as a Platinum Solution Partner with an ITSM specialisation. Your contact.
