Atlassian extended the scope of its IT service management platform today by adding a range of additional generative artificial intelligence (AI) capabilities along with integration with multiple human resources (HR) applications to streamline new employee onboarding and offboarding.
Shamik Sharma, head of product for IT Solutions at Atlassian, said the latest addition of Jira Service Management platform significantly improves incident management by surfacing past related events, priority levels, change risks and suggestions that identify the most qualified member of an IT team to respond. Additionally, AI agents are now capable of identifying root causes of issues, including creating any incident reports that may be required.
Atlassian has also added AI generated summaries of employee requests along with next-step recommendations.
The company has also enhanced its virtual service agent to now provide access to a dashboard that in addition to tracking performance stats and knowledge gaps suggest relevant articles in all major languages to help close them.
Collectively, those capabilities will also make it simpler to integrate ITSM within HR workflows that organizations now often use to request IT services and manage the hiring and offboarding of employees, noted Sharma.
For example, in addition to providing integrations with HR applications such as Workday, the Jira Service Management platform is now integrated with identity management tools from Okta, to better ensure employees are only granted access to the applications and services required, he noted.
It’s not clear to what degree organizations are replacing their existing ITSM platforms, but as more AI advances are made, more organizations will be reconsidering their options, said Sharma. Many organizations today still rely on a hodgepodge of tools and platforms that, due to a lack of integration, will not be able to take advantage of AI technologies to the same degree as an integrated ITSM platform, he added.
Regardless of approach, it’s clear AI will soon be pervasively applied across ITSM workflows in a way that promises to significantly reduce the current level of toil most IT managers today regularly experience. The challenge is, given all the competing priorities, finding the funding needed to transition to a new ITSM platform. Every department in an organization is making a case for multiple AI-driven initiatives that all tap into the same limited funding resources.
Ultimately, however, it’s not so much a question of when most IT teams will be taking advantage of AI so much as how and to what degree. Many will soon conclude they would rather no longer perform a wide range of tedious tasks, such as writing a report, that could be automated using an AI agent.
Of course, there is also no doubt that increased reliance on AI will create disruption as IT teams are reorganized. The number of processes and workflows any given IT team should be able to simultaneously manage will continue to increase exponentially. Some organizations may conclude that presents an opportunity to reduce the size of their IT teams, while others will view AI as a means for expanding the number of applications and IT services they rely on.
No matter the outcome, however, the one thing that is certain is IT managers will soon find themselves supervising a wider range of tasks that will be completed on their behalf, by what will quickly become a small army of AI agents.
