How Harrison AI and Xero are expanding into enterprise service management, plus what should be on your 2026 roadmap

Jira Service Management has changed massively in 2025. With Atlassian’s new Service Collection direction and the shift toward true enterprise service management, many teams are asking the same question: how do we take JSM beyond IT and use it to drive better service across the whole organisation?

In this customer-led webinar, Brett Celliers will host a relaxed, conversational Q&A with two organisations at different stages of that journey:

• Harrison AI who are actively exploring how to expand JSM beyond IT
• Xero who are already doing it, including onboarding their Legal team

Together, they’ll unpack what triggered the move beyond ITSM, how they approached expansion, what’s working, what’s been challenging, and what other JSM customers should prioritise in 2026.

Expect practical insights, real lessons learned, and a clear view of what “modern service management” looks like as Service Collection continues to evolve.

What you’ll learn

• What’s driving the shift from ITSM to enterprise service management
• How to identify the best first teams and use cases beyond IT
• How to design service experiences that work for business departments
• The most common expansion challenges and how to avoid them
• Which JSM capabilities are often under-used, even though customers already pay for them
• What Atlassian’s Service Collection evolution means for your 2026 plans
• Clear, peer-based guidance on what should be on your JSM roadmap next year

Why you should join

• Hear directly from two real organisations at different stages of expansion
• Learn what to do first, what to avoid, and what “good” looks like
• Get inspired with practical use cases you can take back to your teams
• Sanity-check your own service roadmap against what leading customers are doing
• Walk away with clear next steps for making JSM work across the enterprise