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Whitepaper: How AI is transforming service management

Artificial intelligence (AI) is no longer a futuristic concept – it’s here and now, and it’s changing the way we work. Atlassian’s report, The State of AI in Service Management, reveals how over 500 businesses are already embracing AI to optimize service delivery, improve customer experiences, and create more efficient organizations.

Download the report

– We’re seeing that AI is becoming an integrated part of how modern organizations work with Atlassian tools. It’s not just about automation, but about better decision-making, smarter collaboration, and accelerating the pace of value creation. And not least, it’s about freeing up more time for genuine personal service where it makes the most sense, says Ellen Daleng, Concept Manager and AI Expert at Computas Opus.

What the report shows

  • 88% of businesses are already using AI in service management – but not all in the same way. The differences between departments like R&D, HR, and customer service are striking.
  • AI makes a difference: A full 80% say that AI has improved decision-making, 79% report better customer service, and 78% experience increased productivity.
  • Customer focus drives AI growth: Increased customer satisfaction and efficiency are the biggest drivers behind AI adoption.
  • R&D leads the way with extensive use of predictive analytics, automated documentation, and intelligent collaboration tools.
  • The customer’s voice is more important than ever: Customer service departments are focusing on AI-powered conversations, sentiment analysis, and predictive problem-solving.

But the report also reveals the challenges: security concerns, data quality, and a lack of AI expertise are slowing down many initiatives. At the same time, 89% are ready to invest more in AI in the coming year – especially in training and measures that provide increased customer value.

– Organizations that combine AI with a greater focus on interpersonal relationships and soft skills will be the ones who succeed best in the future, Daleng concludes.

Why you should download the full report?

The report provides unique insight into how different functions within organizations are utilizing AI – from IT and HR to development and customer service. It sheds light on strategies, key figures, investment plans, and which AI features are actually having an impact.

Whether you are in the early stages or have already rolled out AI solutions, this report will give you valuable knowledge and inspiration for your next step.

Download the report now and see how AI can shape the future of service management in your organization.

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