AI in Service Management: New Data Separates Hype vs Reality

The buzz around AI is undeniable, but how is it truly impacting service management teams? According to Atlassian’s State of AI in Service Management report, 88% of organizations are already using AI. Teams are seeing the impact of AI on improved decision-making, enhanced customer experiences, and increased workforce efficiency. But while most companies are well-aware of the growing value and necessity, they also have hesitations—72% expressed worries about data security, while other concerns include the need for upskilling, integration complexity and measuring ROI.

AI is no longer a futuristic concept; it’s a present-day reality. Don’t get left behind! Whether you're just starting your AI journey or looking to optimize your existing initiatives, this keynote will provide actionable insights to help you navigate the evolving landscape of AI in service management.

What you’ll learn:

  • How companies are successfully harnessing AI to streamline service operations
  • How to address the real challenges you may face in AI adoption, from data privacy concerns to the need for upskilling
  • Atlassian’s vision for the future of AI-powered service management and its ability to drive real business value

 

Speakers

Eugene Polgar

Senior Principal Product Manager, JSM Enterprise, Atlassian

Doug Dollar

Jira Service Management Solutions Engineer, Atlassian

Doug Dollar brings over 20 years of extensive experience in the IT Operations Management (ITOM) and Service Management sectors, having excelled in various roles including Consultant, Professional Services Manager, and Pre-Sales Engineer. He has established himself as a trusted advisor to clients across diverse industry verticals, including the federal government.

By leveraging his technical expertise and insights gained from delivering hundreds of implementations, Doug helps customers maximize their technology investments and realize significant value. His detail-oriented approach, characterized by a “listen to understand” philosophy, fosters collaboration and teamwork with his clients. Currently, Doug serves as a Solutions Engineer, focusing on Atlassian's Jira Service Management (JSM) and Operations solutions.