The State of AI in Service Management

Event starts in

72 days

04 hours

20 minutes

Move beyond the old service management playbook

Expectations have changed. Customers and employees want seamless support, service teams have to resolve issues faster and more proactively, and organizations need service operations that can keep pace with constant change.

Discover how to unite service and operations teams, unlock the context behind requests, and use AI to deliver more human service experiences.

The Future of Service: Guest speaker Julie Mohr, Principal Analyst at Forrester joins Ken Exner, Chief Product Officer at Atlassian, to discuss key insights and trends reshaping service management.
Inside Atlassian: Product leaders will give insider information on how Atlassian teams use our own products for IT, HR, and CSM practices internally.
A Panel Perspective: Several innovative customer leaders will offer candid lessons-learned during their service and operation transformation journeys.

Speakers

Ken Exner

Chief Product Officer, Atlassian

Julie Mohr

Principal Analyst, Forrester

Kaushik Mitra

Group Product Manager, IT Operations, Atlassian

Sam Knight

Principal Product Manager, Employee Service Management, Atlassian

Vincent Wong

Senior Principal Product Manager, Customer Service Management, Atlassian

MaSonya Scott

AI & Service Management Evangelist, Atlassian

Matt Paton

Head of Service Delivery, Southern Cross Austereo

Alexandre Couto

AI & Service Platform Senior Manager, Logicalis

More speakers to be announced

Session info

A Conversation on Context, Experience, and the Future of Service

In this session, guest speaker Julie Mohr, Principal Analyst from Forrester, and Ken Exner, Chief Product Officer, Enterprise & Emerging at Atlassian, explore the realities of human-AI collaboration across the enterprise.

3 mins

Inside Atlassian: How We Power IT, HR, and Customer Service with AI

Get an exclusive look behind the scenes at how Atlassian applies modern service practices across our own IT & AIOps, HR Service Delivery, and Customer Success/Support (CSM) teams.

7 mins

Putting the New Playbook into Practice: A Customer Conversation

Join customer leaders Matt Paton, Head of Service Delivery from Southern Cross Austereo (SCA), and Alexandre Couto, AI & Service Platform Senior Manager from Logicalis for a moderated discussion on transforming service and operations.

20 mins

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December 8, 2026 at 11:00 AM AEDT (Sydney)

December 8, 2026 at 11:00 AM CET (Amsterdam) / 2:30 PM IST (Delhi)

December 8, 2026 at 11:00 AM PST (Los Angeles)

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