At the itSMF Australia 2025 Conference, Atlassian delivered an engaging session on how to tackle one of the most persistent challenges facing organisations today: bad service management. In an era where “software is eating the world and AI is eating software,” the message was clear, efficient, connected, and intelligent service delivery is now a critical ingredient for business success.
Why Bad Service Management Hurts
Every organisation has felt the pain of bad service management. Tickets get passed around like a game of soccer, employees repeat themselves at every handoff, and critical issues linger unresolved. These inefficiencies don’t just frustrate teams; they cost businesses valuable time, money, and trust. Silos remain the real enemy, blocking context, breaking communication, and slowing down the flow of work.
Exceptional service, is no longer a “nice to have.” Whether it’s onboarding a new employee, securing licences for a priority project, or resolving a late-night incident, service delivery sits at the heart of productivity and profitability.
Jira Service Management: Connected and AI-Powered
Atlassian positioned Jira Service Management (JSM) as the antidote to these challenges. By uniting IT, development, HR, finance, and business teams on one platform, JSM removes silos and creates a seamless service experience. With AI at its core, JSM helps teams:
- Resolve issues faster by predicting problems, suggesting next steps, and automating fixes.
- Support employees anywhere with virtual service agents embedded in Slack, Teams, or email.
- Streamline IT operations through automated incident creation, triaging, and root cause analysis.
- Scale asset management with a complete picture of digital and physical assets across the enterprise.
Real-World Results
The benefits are tangible. FanDuel, a global fantasy sports platform, has eliminated the need for human agents in 85% of support requests by leveraging JSM’s AI capabilities. Forrester Consulting found that organisations using JSM save an average of 55 minutes per incident, while Atlassian’s own HR team handles 3,800 monthly queries with 30% resolved automatically, all while maintaining a 95% satisfaction rating.
Beyond IT: Employee and Customer Experience
The session also underscored JSM’s impact beyond IT. Atlassian’s people team uses the platform to manage the entire employee lifecycle, from onboarding to offboarding, with personalised portals, automated workflows, and secure handling of sensitive data. New HR-specific templates, advanced forms, and orchestration capabilities make it easier than ever to deliver an exceptional employee experience.
Looking outward, Atlassian also announced the evolution of customer service management with a new app designed to bring customers, support, and development onto the same AI-powered platform.
The Call to Action
The conclusion was simple but powerful: bad service management drains productivity, frustrates employees, and erodes customer trust. Jira Service Management provides a smarter, AI-powered way forward, connecting teams, eliminating silos, and helping organisations thrive.
As an Atlassian Platinum Solutions Partner, Area9 helps organisations design, implement, and evolve service management experiences that are connected, AI-powered, and outcome-focused. Whether it’s standing up a department-wide service portal, integrating asset and risk data, or automating workflows across IT, HR, finance, and beyond, we make modern service delivery real.
Don’t just adopt Jira Service Management. Make it work for your teams. Let’s end bad service management, together.