Atlassian, a global leader in team collaboration software, officially announced the launch of the Atlassian Service Collection in the Vietnamese market. This marks a strategic milestone in delivering a unified, cloud-native, and AI-first service management platform. The launch underscores Atlassian’s commitment to Southeast Asia and introduces pioneering Agentic AI solutions, enabling Vietnamese enterprises to transition from fragmented management systems to intelligent, fully automated service models.
Critical juncture
The launch comes as Vietnam’s digital transformation market enters a pivotal phase, projected to reach $16.2 billion by 2033 (according to IMARC Group). Organizations are shifting from merely digitizing tools to treating service operations as a core capability. Enterprises in banking, finance, retail, education, and technology are facing increasing pressure to accelerate processing speeds, ensure consistency, and meet stringent compliance requirements.
Parallel to this, the National Digital Transformation Program is raising expectations for the quality and transparency of digital services. As more processes migrate to the cloud, the cost of downtime rises, forcing businesses to invest in systems capable of faster monitoring, control, and response.
A study on the Total Economic Impact™ conducted by Forrester Consulting revealed that organizations deploying Atlassian’s cloud solutions can achieve a return on investment (ROI) of up to 230% over three years. On average, employees save 25 minutes per service request through intelligent automation, significantly optimizing operational costs.
According to Atlassian, the launch of the Service Collection is a vital step in its regional expansion strategy. The company emphasizes that in the era of Agentic AI, the solution functions as a “digital teammate” by directly executing tasks to help businesses scale without increasing headcount. This ecosystem offers Vietnamese enterprises a natural progression from familiar tools like Jira and Confluence to a comprehensive service management platform, ready for scaling across the ASEAN market.
A unified AI platform for service operations
Atlassian Service Collection is more than just a toolkit; it is an integrated ecosystem built on an AI-first philosophy, designed to break down interdepartmental barriers and enable efficient service management on a single platform. The solution delivers three breakthrough pillars that empower Vietnamese enterprises to optimize their digital value chain.
Firstly, Unified Service Experience: By harnessing the combined power of Jira Service Management and Customer Service Management applications, Atlassian completely eliminates data silos between IT and customer support. This provides organizations with a 360-degree view of every request, from internal technical incidents to end-user inquiries, ensuring a seamless and consistent flow of information.
Secondly, Intelligent Asset & Configuration Management: Enhanced visibility through the Assets feature allows businesses to comprehensively track the lifecycle of hardware, software infrastructure, and their complex interdependencies. Gaining an accurate “map” of assets not only significantly reduces mean time to resolution (MTTR) but also ensures high system availability, meeting the most stringent audit and compliance standards.
Thirdly, Intelligent Automation with Rovo: AI integration via the Rovo platform liberates operations teams from repetitive, manual tasks. Rovo is capable of autonomously analyzing data, triaging tickets, and routing work to the right experts. This enables enterprises to elevate service quality and scale operations without a corresponding increase in headcount, allowing teams to focus on high-value strategic projects.
In the era of Agentic AI, Atlassian’s approach represents a pivotal shift from traditional Generative AI models. While Generative AI primarily assists in content creation or providing suggestions, Atlassian’s Agentic AI possesses the capability for autonomous execution within a controlled framework. The system can independently prioritize work based on urgency, update knowledge bases from real-time conversations, and trigger cross-departmental workflows. The presence of these “digital teammates” not only optimizes performance but also ensures that every action is logged, transparent, and fully auditable.
“Global standard, local support” advantage
To ensure effective deployment, Atlassian has partnered with IGS Group to deliver a “Global Standard, Local Support” model.
Mr. Bryan Lim, Representative of IGS Group, shared: “This strategic partnership offers a distinct advantage for Vietnamese enterprises: accessing Atlassian’s world-class governance platform while ensuring total compatibility with local network infrastructure and security standards. Rather than just ‘installing a tool,’ IGS Group focuses on assessing current environments and providing localized training to eliminate deployment risks. Our core mission is to help customers truly master their operational capabilities, optimize user experience, and maintain stable, sustainable service performance in the long term.”
Atlassian is a global technology company headquartered in Sydney, Australia, with offices in major technology hubs worldwide. The company provides cloud-based collaboration and productivity software solutions that empower organizations to enhance work efficiency across software development, service management, and team collaboration.
In 2026, Atlassian continues to solidify its position as a global leader in cloud-based collaboration software, serving more than 300,000 customers. With cloud revenue exceeding $1 billion per quarter and the robust growth of its AI ecosystem - notably Rovo, which has reached over 5 million monthly active users and supported 2.4 million automated workflows in the last six months - Atlassian is rapidly transforming into a unified platform for work and operations in the AI era.
IGS Group is a technology conglomerate established in 2007 with a global presence spanning Singapore, Australia, and the UK. With over 15 years of experience serving 400 global clients, IGS Group is a strategic partner of Atlassian in the local market, specializing in ITSM (IT Service Management), AI, and big data solutions tailored to Vietnam’s operational conditions.
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