Proactive Service Management - Early Access

Content

There have been a couple of Atlassian features announced or rolled out this year, that show how seriously Atlassian is positioning Jira Service Management to dethrone ServiceNow as the market leader.

However, none have garnered my interest as much as the Proactive Service Management (PSM) Early Access Program announced at the beginning of August. ServiceNow has had Digital End-user Experience (DEX) since 2024, but this is a paid add-on. PSM is currently looking likely to be free for Premium and Enterprise customers, further positioning Atlassian Service Collection as highly competitive from a cost perspective.

PSM has the potential to be a game changer for how IT Service teams interact with their customers, and is intended to detect and in many cases resolve issues with customer devices, before they are even aware the issue exists.

How it works

PSM continuously monitors employee device health through the Rovo Desktop app, to detect common endpoint problems early. These can include slow devices, application crashes, low disk space, and network issues.

The Rovo app will then automatically resolve issues where it can, and guide the customer through resolution steps where it cannot resolve it automatically.

Agents can keep on top of PSM actions through dashboards where they can track device health, deployment status, top issues, remediation outcomes, audit history, and operational trends.

Sounds awesome, how do I sign-up?

Atlassian is currently accepting sign-ups to the EAP at https://community.atlassian.com/forums/Jira-Service-Management-articles/Join-the-Early-Access-Program-Proactive-Service-Management-for/ba-p/3272391#M7465 

Before applying you should:

1. Confirm eligibility: check that your organisation uses Jira Service Management Premium or Enterprise.

2. Identify target users or teams: choose a pilot group with representative devices, apps, and support needs.

3. Define success measures before joining, such as reduced endpoint-related tickets, faster remediation, fewer recurring issues, and improved employee experience.

4. Prepare IT operations: decide who will monitor dashboards, review detected issues, approve or trigger remediations, and track outcomes.

5. Communicate with employees: explain that proactive checks and Rovo Desktop guidance are intended to resolve issues before they interrupt work.

Ready to move from reactive to proactive IT support?

Proactive Service Management could fundamentally change how IT teams support employees — identifying and resolving common device issues before they become service requests.

But getting the most from proactive service management requires more than enabling a new feature. Your Jira Service Management environment, processes, automation and reporting all need to work together.

As an Atlassian Platinum Solution Partner, Sourcesense International can help you assess your current service management setup, explore new JSM and Rovo capabilities, and build an ITSM environment designed around your organisation.

Want to explore what Proactive Service Management could mean for your team?

Talk to our Atlassian experts.