AI-powered ITSM in Jira Service Management

The ITSM you think you know - or may be currently using - is now a thing of the past. To clarify, let’s start with a bit of a wild question: if you could magically eliminate one of your team’s current ITSM tasks with a magic wand, what would it be?

Fortunately, all of these can be automated with Atlassian Intelligence, the magic wand of Jira Service Management. Atlassian Intelligence is a collection of state-of-the-art AI-powered capabilities built into the Atlassian Platform to further optimize how individuals work, how teams collaborate, and how organizations deliver their value.

Over the course of this blog, we’ll dive into how our customers use Atlassian Intelligence as well as explore AI-powered features in Jira Service Management.

Within Jira Service Management, Atlassian combines both assistive and generative AI to help teams deliver great service experiences:

Assistive AI collaborates with humans to enhance their abilities, improving task efficiency and decision-making – so in Atlassian’s ITSM, this includes things like the ability to group similar incidents or surface relevant context, and our Virtual Agent, which we’ll demo for you in just a bit.

Generative AI on the other hand, which is what you’ve probably been hearing all the buzz about lately, is a more autonomous form of AI, that’s capable of creating new, original content or ideas.

With this combination of state-of-the-art AI technology, Atlassian is able to help teams unlock answers and deliver instant help, get up to speed quickly, and accelerate tedious or time-consuming work to free up customer time to focus on tasks that actually require a human touch.

In Jira Service Management, Atlassian customers can take advantage of the Virtual Agent tool which is a groundbreaking one-stop solution for handling issues with AI. With Virtual Agent, you can:

There are two main ways that you can configure the virtual agent, depending on the type and complexity of requests you’re looking to automate. You can use either or both of these to help deflect tickets and deliver fast support to your customers:

This feature uses generative AI to search across your linked knowledge base spaces to generate responses to customer questions.

AI Answers is great for getting started quickly using the virtual agent. This configuration option is best used for issues that: are covered in (or can be easily added to) your existing knowledge base; can be resolved by providing information or instructions; or don’t usually need to be escalated to a human agent. Think questions about things like company holidays, WiFi access, BYOD setup, HR policies, etc.

Another way you can configure the virtual agent is with custom intent flows. These are pre-defined conversation progressions that are dependent on help-seeking responses to the virtual agent.

Here is a handful of features in the web issue view to improve your ability to quickly respond to and resolve requests or incidents:

When handling an issue, conversations can get quite dense. It also doesn’t help that some help can require leveraging agents in different timezones. Instead of spending time reading the entire conversation threads to try and get up to speed, agents can now get a clear, concise summary of the ticket and all the discussion including what troubleshooting articles have already been sent. These summaries are entirely generated by Atlassian Intelligence.

Sometimes handling customer needs can be frustrating. And sometimes within the depths of troubleshooting, communicating in the right tone can be difficult. With Atlassian Intelligence, you can check your tone and even add the proper amount of empathy to alleviate the situation by drafting responses using AI-power so that you don’t have to context switch from the more important issues at hand.

While Atlassian Intelligence is always there to help, you are always in control. We know it’s not going to be right 100% of the time. With Atlassian Intelligence you can be thoughtful without sacrificing speed or accuracy. Again, AI is truly nothing without a little bit of human oversight.

Are you stumped on deciding which request type to set up to deliver the best support? Atlassian is currently rolling out a new feature to help teams figure out the most fitting response type for their service desk. Many new teams don’t know which requests types are available whereas some existing teams may lean on an older template a bit too heavily. So, let’s get started:

1. Navigate to the Request types page in Project settings

2. Select  Suggest on the upper right hand corner of the page

3. Write a brief description of the goals of your request type in the AI text field

4. Select Go

5. Let the AI work its magic

6. Select the request type that matches your exact needs

Here’s a quick run through for admins looking to activate Atlassian Intelligence for Jira Service Management in Atlassian Administration:

1. Navigate to admin.atlassian.com and select Atlassian Intelligence from the left-hand navigation panel

2. Select Jira Service Management, along with any other Atlassian products you wish to enable Atlassian Intelligence for

3. Review and accept terms by selecting save

4. Atlassian Intelligence will now be activated on all selected products

Free up your teams from mundane tasks with the power and magic of AI in Jira Service Management and all of Atlassian’s Cloud products. Learn how you can accelerate work, learn on the fly, and query like a human by activating AI today.

Do your teams ever experience symptoms such as:

Atlassian is dedicated to stopping BSM (Bad Service Management) once and for all. The remedy? Jira Service Management with help from Atlassian Intelligence. The evolution of the ITSM has resulted from the change in the way we work, overcome economic obstacles, and the change in technology. If you’re experiencing any of the above symptoms, you may be working on an outdated ITSM platform.

To learn more about how Jira Service Management can accelerate your teams, take advantage of Atlassian’s free offering.