TL;DR
Atlassian now sells Jira Service Management as part of its Service Collection, bundled with Customer Service Management, Assets and Rovo AI. Alerting and on-call, previously in Opsgenie, are built into Jira Service Management, and Opsgenie support ends on 5 April 2027. Rovo agents handle triage, summaries and incident analysis, and Assets provides the CMDB. Done well, the results are measurable: one financial services company we worked with cut average incident resolution time from five hours to three and a half.
Atlassian's service management platform has changed more in the last two years than in the five before. Products have merged, Opsgenie is being retired, and AI is now part of every paid plan. If you last looked at Jira Service Management in 2024, much of what you remember has moved.
This guide covers what the platform includes now, the decisions that matter, and how an implementation comes together.
What Atlassian offers for ITSM in 2026
Since October 2025, Atlassian has sold its service management products as the Service Collection. It includes four things, and Atlassian says the apps can't be bought separately:
- Jira Service Management: requests, incidents, problems and changes, with a self-service portal, queues, SLAs and approvals.
- Customer Service Management: service for external customers, alongside your internal IT service desk.
- Assets: the configuration management database (CMDB) for devices, software, services and their dependencies.
- Rovo: Atlassian's AI, including search, chat and agents, with usage credits included in paid plans.
Existing Jira Service Management Cloud customers were moved into the Service Collection automatically, without moving users or data. Confluence remains the usual home for the knowledge base, and it connects natively.
The plan matters. The Free plan covers up to three agents. Standard adds Assets and Rovo agents. Premium adds the capabilities most IT teams of any size end up needing: change management with risk assessment, advanced incident and problem management, the virtual service agent and AIOps alert grouping. Atlassian raised list prices from 13 October 2026, so check its pricing calculator for your team size.
What replaces Opsgenie
Opsgenie was Atlassian's alerting and on-call tool. Atlassian stopped selling it on 4 June 2025, and support ends on 5 April 2027. Any data not moved by then will be deleted.
Its features now live in Jira Service Management: alerts with deduplication and grouping, heartbeat monitoring, on-call schedules, escalations and routing, SMS and voice notifications, and post-incident reviews. Migration runs from an in-app tool: you choose a plan, schedule a date at least seven days ahead, and the migration runs automatically while Opsgenie keeps working. If you still run Opsgenie, plan the move now rather than in March 2027, because on-call rotations and alert integrations need testing.
How Rovo AI changes service work
Rovo is where most of the practical change shows up for service teams:
- Triage and routing: agents read incoming requests, categorise them and route them to the right queue.
- Summaries: long request threads and incidents are summarised for whoever picks them up.
- Incident analysis: Rovo Ops summarises context during an incident, finds similar past incidents and likely root causes, and drafts the post-incident review.
- Knowledge: agents draft knowledge articles and runbooks from resolved work.
- Virtual service agent (Premium and Enterprise): answers employees in the portal, Slack or Microsoft Teams, and email, using your knowledge base or guided flows.
Rovo runs on credits that are pooled across your organisation and reset monthly. Standard includes 250 per user per month, Premium 700 and Enterprise 1,500, and extra usage is billed from December 2026. Budget for it if you plan heavy agent use.
Assets: the CMDB that makes incidents faster
Incident resolution slows down when nobody knows what's affected. Assets holds your devices, applications and services and how they depend on each other, so an incident can show its impact straight away. Standard includes 5,000 objects, Premium 50,000 and Enterprise 500,000. Assets Discovery scans your network to populate it, and on Premium, Data Manager brings in and reconciles data from other sources. Start with the critical business services and their dependencies, then expand.
Data residency and the move to Cloud
Jira Service Management data, including requests, Assets objects, SLA configuration and incident data, can be pinned to Atlassian's Australian (Sydney) region on paid plans. For organisations that need a dedicated, physically separate environment, Atlassian made Isolated Cloud generally available in June 2026.
If you run Jira Service Management Data Center, the clock is running: no sales to new customers since 30 March 2026, no expansions after 30 March 2028, and end of life on 28 March 2029. Our migration guide covers the Australian specifics.
How an implementation comes together
- Assess: current tools, request types, volumes, SLAs, integrations and pain points.
- Design: request types, workflows, queues, SLAs and approval paths, aligned with ITIL where it helps.
- Build: configure the service space, portal, automation and Assets, and connect HR, identity, monitoring and other systems.
- Migrate: move historical data and Opsgenie configuration where needed.
- Launch and adopt: train agents and employees, then switch on AI features once the knowledge base is ready.
- Improve: review SLAs, satisfaction and automation monthly.
ITIL remains the reference framework. Its owner, PeopleCert, released ITIL Version 5 in early 2026, with more emphasis on digital experience and AI governance. That fits how Atlassian's platform is evolving.
Case study: a mid-sized financial services company
The challenge. A mid-sized financial services company was dealing with frequent service disruptions, slow incident response and poor satisfaction scores. Its IT service processes ran across several disconnected tools, and there was no central knowledge base.
What we did. Great Minds implemented Jira Service Management for requests, incidents, problems and changes, built a central knowledge base in Confluence, and set up alerting and on-call management. Today that alerting would run natively in Jira Service Management.
The results. Within three months, average incident resolution time fell from five hours to three and a half, and internal customer satisfaction rose from 68% to 85%. Teams also spent less time looking for answers, because the knowledge base put them in one place.
How Great Minds helps
Great Minds is an Atlassian Silver Solution Partner. We implement Jira Service Management and the wider Service Collection, migrate from Opsgenie and Data Center, and connect the platform to your HR, identity, monitoring, CRM and ERP systems. We use AI agents for the repetitive migration and integration work, and our architects sign off every milestone.
Frequently asked questions
Can we still buy Jira Service Management on its own?
Not in Cloud. Atlassian sells it as part of the Service Collection, with Customer Service Management, Assets and Rovo. Existing customers were moved across automatically.
What happens to Opsgenie?
Support ends on 5 April 2027, and data not migrated by then is deleted. Its alerting and on-call features are now in Jira Service Management, with an in-app migration tool.
Which plan do we need?
Small teams can start on Free (up to three agents). Most IT departments need Standard for Assets and Rovo, and Premium for change management, advanced incident management and the virtual service agent.
Can our data stay in Australia?
Yes. On paid plans, Jira Service Management data can be pinned to Atlassian's Sydney region.
Where to start
List your current service tools, including Opsgenie if you use it, and the date each contract renews. That shows which migrations are urgent and how the Service Collection plans compare with what you pay today. We can help you work through it.