How AI, Collaboration, and Knowledge Sharing are Transforming ITSM

Today’s service management landscape looks very different from even a few years ago. IT teams are no longer simply “keeping the lights on”—they are expected to deliver seamless experiences, power business agility, and drive innovation across the organization.

Yet many service teams are still trapped by outdated, siloed systems that slow down progress and create friction between teams.

Atlassian’s System of Work offers a new path forward. By connecting people, processes, and technology through a unified platform, organizations can transform IT Service Management (ITSM) into a strategic advantage.

Today, we’ll explore how the System of Work reimagines service management—and why it’s time to modernize.

Atlassian System of Work

Why Traditional ITSM Models Are Falling Short

Legacy ITSM systems were designed for a different era—one where IT operated behind a ticket queue, isolated from the rest of the business. In today’s environment, that model creates several major problems:

  • Slow response times due to disconnected tools and manual workflows
  • Limited visibility across teams, making collaboration difficult
  • Fragmented knowledge hidden in silos, inaccessible when needed most
  • Reactive operations rather than proactive, value-driven service

Organizations that want to deliver high-velocity service—and stay competitive—need a better system.

How the Atlassian System of Work Modernizes ITSM

Atlassian’s System of Work is a connected philosophy powered by a tightly integrated platform. It transforms service management in three critical ways:

In this white paper, you’ll discover:

  • How partners like Oxalis bring it all to life through expert implementation, cloud migration, and change enablement
  • Why legacy ITSM and project tools no longer cut it for complex organizations
  • How Atlassian’s Teamwork Graph and Rovo AI supercharge collaboration and decision-making
  • Real-world strategies to unify project management, service delivery, and strategic planning

1. AI-Driven Service Management

With the Teamwork Graph and AI capabilities like Rovo, service teams now have access to intelligent, context-aware automation:

  • Virtual agents can resolve common issues automatically by referencing connected knowledge bases.
  • Smart routing directs tickets to the right team or person based on past trends and context.
  • Real-time summaries allow support teams to respond faster, with key information surfaced instantly.

Example: A service desk agent receives an incident report. Rovo automatically pulls in recent changes from Jira, highlights potential related issues, and recommends a resolution article from Confluence—all before the agent even clicks into the ticket.

The result? Faster resolution times, higher SLA adherence, and more satisfied customers and employees.

2. Cross-Team Collaboration, Built In

Modern service management is no longer just the responsibility of IT. Facilities, HR, Finance, and Security teams are all part of the service delivery ecosystem.

Atlassian’s System of Work makes cross-team collaboration seamless:

  • Jira Service Management allows non-technical teams to manage requests without heavy configuration.
  • Shared workspaces in Confluence and Jira mean incidents, changes, and problems can be tackled together—with full visibility.
  • Linked workflows ensure that escalations between development, security, and operations happen in real time.

Example: When a cybersecurity incident occurs, the service team logs it in Jira Service Management. Linked development and security teams are automatically pulled in through integrated workflows—reducing time to resolution and keeping all stakeholders aligned.

No more disjointed email chains. No more lost handoffs. Just integrated, streamlined service delivery.

3. Knowledge-Enabled Support

Knowledge is the fuel that powers high-velocity service management. But if knowledge is scattered, outdated, or hidden, it can’t drive value.

The System of Work ensures knowledge is:

  • Centralized in Confluence, linked directly to service tickets
  • Dynamic through live updates and crowd-sourced improvements
  • Accessible through intelligent search powered by the Teamwork Graph
  • Automated with AI suggesting relevant articles to agents and customers alike

Example: An employee submitting an IT ticket about VPN access immediately receives an AI-suggested knowledge base article explaining how to troubleshoot common VPN issues—often resolving the problem without ever escalating to IT.

Knowledge sharing doesn’t just make support faster—it turns service teams into enablers of self-service and empowerment.

What This Means for IT and the Business

Modernizing service management with the Atlassian System of Work delivers tangible, organization-wide benefits:

  • Reduced operational costs through automation and faster resolutions
  • Improved employee experiences with faster, smarter support
  • Higher service team morale as routine tasks are automated
  • Greater alignment between IT and business units
  • Data-driven insights into service trends, risk areas, and opportunities for improvement

In short, service management becomes less about reacting to problems—and more about strategically enabling the business to move faster and smarter.

How Oxalis Helps You Unlock High-Velocity Service Management

At Oxalis, we specialize in helping organizations—especially those in highly regulated and complex industries—modernize ITSM with the Atlassian System of Work.

We help our customers:

  • Migrate from legacy ITSM tools like ServiceNow and Cherwell to Jira Service Management
  • Implement cross-team service management practices that scale
  • Activate AI-driven service capabilities like Rovo agents
  • Design knowledge management systems that fuel smarter support
  • Train teams and drive adoption through change enablement strategies

Whether you’re starting fresh or evolving an existing service operation, Oxalis is your partner in delivering high-velocity, connected service management.

Ready to modernize your service management approach?

Contact Oxalis today and let’s build a smarter, more connected future together.