Atlassian Accquires AirTrack and Introduces Innovations for Jira Service Management

• ByStartupStory     |    November 1, 2023

Atlassian Corporation (NASDAQ: TEAM), the company behind Jira, Confluence, and Bitbucket, has made a strategic acquisition by adding AirTrack, a leading IT data quality management technology provider, to its portfolio. This move represents Atlassian’s continued commitment to aiding enterprises in adopting a comprehensive approach to asset and configuration management. The synergy of AirTrack and Jira Service Management offers organizations a robust solution for tracking and managing critical assets, thereby reducing operational risks, costs, and vulnerability to security threats.

Atlassian’s acquisition of AirTrack brings a host of benefits to organizations looking to enhance their IT management. With over 30 pre-built data connectors, IT Operations teams can efficiently consolidate and cleanse data from a variety of asset discovery tools, databases, and parts, offering a comprehensive view of their entire IT environment. 

This streamlined approach also includes swift data reconciliation, quickly pinpointing discrepancies in different systems of record, and ensuring prompt issue resolution. Moreover, it provides a holistic understanding of service dependencies across development and IT, enabling more informed decisions, safer changes, and effective incident responses. Additionally, Atlassian’s expansion of asset management capabilities beyond traditional IT applications allows organizations to aggregate information related to a wide range of assets, addressing security, compliance, inventory, billing, forecasting, and planning challenges.

In parallel, Atlassian has introduced innovative features to its Jira Service Management solution. This includes the general availability of virtual agent capabilities, with a roadmap for more AI-driven enhancements. These capabilities empower support teams to deliver exceptional service efficiently and at scale. The virtual agent leverages AI to analyze intent, sentiment, context, and user profiles, personalizing interactions and employing Natural Language Processing (NLP) to learn from each interaction. Furthermore, Atlassian envisions a unified help experience driven by AI, making it easier for individuals to seek and provide help, regardless of the underlying help system. 

By utilizing Atlassian Intelligence, the system evaluates requests and suggests the appropriate teams or tools for resolution, potentially including third-party solutions. These advancements are complemented by innovations designed to reduce cognitive load and manual tasks for support agents, enhancing overall operational efficiency.

Atlassian’s goal is to create a unified help experience, efficiently routing all employee requests to the right tools and teams for swift problem resolution. This “intelligent front door” can gather requests from various channels, including web portals, email, chat, and embedded experiences in other products, and utilize AI to provide concise answers and suggest the best path for resolution.

For further details on the acquisition, please refer to this blog, and to learn more about the AI-powered innovations in Jira Service Management, read this blog.

Join Atlassian for “High Velocity,” a premier service management event on November 8, 2023. In addition to unveiling these announcements, the event will feature insights from industry disruptors like Domino’s Pizza Enterprises, NRMA, and Breville on how they are reshaping service management within their organizations. Register here to gain access to this digital experience.

Atlassian empowers every team to reach its full potential by offering agile and DevOps solutions, IT service management tools, and work management software to help teams collaborate, organize, and complete shared work efficiently. Trusted by the majority of Fortune 500 companies and over 260,000 organizations worldwide, including NASA, Kiva, Deutsche Bank, and Salesforce, Atlassian’s solutions facilitate better teamwork and the timely delivery of high-quality results.

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