Atlassian Public Sector Special Interest Group

Most cities don't replace their service management platform because they want to, they do it because the legacy system has become too expensive, too rigid and too dependent on a handful of people who know how it works.

That was the City of Corona's starting point. Running on another service management platform, the city faced rising licensing costs, manual workflows and operations fragmented across departments. Rather than renew and hope for the best, Corona made a different bet: rebuild service management on the Atlassian platform and use it as the foundation for a broader modernization effort.

Today, Jira Service Management, Jira, Confluence and Atlassian Guard support not just IT, but Human Resources, Communications and teams across the organization. Requests that once lived in email and spreadsheets now move through structured, trackable workflows and the city has the data to show where work is getting done and where it's getting stuck.

The transformation didn't stop at ticketing. With roughly 88 AI-enabled tools now in use across the city, Corona is treating AI as an operational capability rather than a pilot project, exploring Rovo and Amazon Connect to change how residents and staff experience city services.

Join Tyler Reich, Derek Neal and Harjinder Singh for a candid conversation about what the migration looked like from the inside: how the business case was built, how departments outside IT were brought on board, what broke along the way and how a mid-sized city with a lean IT team is making AI practical. The session closes with open Q&A for leaders weighing a similar move.

What you'll take away:

• How to frame a platform migration for finance and executive leadership when the driver is cost and risk, not shiny features
• Practical steps for extending ITSM beyond IT to HR, communications and executive offices
• What "AI-ready" actually means for a local government and where to start
• Lessons on choosing and working with an implementation partner