Atlassian buys AirTrack and launches Jira Service Management

Atlassian Corporation, recognized for its products like Jira, Confluence, and Bitbucket, has now acquired AirTrack, a pioneer in IT data quality management technology.

According to the company's statement, The acquisition aims to provide enterprises with a holistic asset and configuration management approach.

The merger of AirTrack with Jira Service Management promises enterprises enhanced oversight and tracking of vital assets, reducing operational risks, expenses, and vulnerability, the company said.

How will the combined offering benefit enterprises?

Integrating AirTrack and Jira Service Management offers multiple advantages:

• Data Connectors: With over 30 ready-made data connectors, IT Operations teams can now compile and purify data from numerous asset discovery tools, databases, and component sections throughout their IT structure.

• Quick Data Reconciliation: The collaborative solution will swiftly highlight discrepancies in different record systems, identify potential concerns, and speed up their resolution.

• Improved Visibility into Service Dependencies: The trio – AirTrack, Jira Service Management, and Compass – grants teams enhanced clarity about both the infrastructure supporting crucial services and the technical components. This ensures informed and safe changes and prompt incident responses.

• Extending Data Utility Beyond IT: Atlassian's acquisition signifies its ambition to let enterprises think beyond traditional IT applications for asset management. Enterprises can now accumulate data related to diverse assets, addressing challenges encompassing security, compliance, inventory, billing, future planning, and much more.

What are the new additions to Jira Service Management?

Atlassian has introduced innovative enhancements to Jira Service Management, its dominant service management tool:

• The virtual agent feature in Jira Service Management is now broadly accessible, and users can expect more AI-driven attributes in the near future.

• Atlassian envisions a unified help experience, utilizing AI to simplify the process of seeking and providing help, irrespective of the underlying help system.

How does it elevate user experience?

The AI-powered virtual agent, available with the Premium and Enterprise Editions of Jira Service Management, revolutionizes support experiences.

The company said that the virtual agent, which is powered by an in-built AI engine, can gauge intent, sentiment, context, and user profile to customize interactions.

It's enhanced by a Natural Language Processing (NLP) engine, learning from every interaction. During the initial setup, support teams can shape the virtual agent's experience to mirror their service delivery style without any coding.

Furthermore, the agent utilizes generative AI to dynamically source answers from enterprise databases like FAQs and knowledge bases. If needed, it can smoothly shift the conversation to human experts, maintaining the context and hastening the resolution process.

What is the vision behind the unified help experience?

Atlassian aims to provide a consistent help experience, an "intelligent front door" to direct all employee queries to appropriate tools and teams for quick problem-solving.

The system will accept requests from varied channels such as web portals, emails, chats, and even embedded experiences within other products.

Using Atlassian Intelligence, it assesses the request's context and intent, offers concise answers, and may even recommend a particular team or third-party tool for resolution.