CSX Masters

We're evolving... this Atlassian Community Events chapter was previously known as ITSM/ESM Masters.

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CSX—short for Customer Service eXperience—might be a newer acronym in service management circles, but the shift it represents has been a long time coming.

Rather than treating ITSM, ESM, and CSM as separate silos (with their own tools, metrics, and teams), CSX is about stepping back and viewing service delivery from the outside in. It’s a more holistic approach—one that includes IT Asset Management, Incident Management, and beyond—but with a key difference: it centers on the customer’s experience, not internal processes.

That means caring more about CSAT and NPS than MTTR , MTBF, or FCR.

It means recognizing that internal users are customers—and that their experience matters just as much as external ones.

Put simply, CSX isn’t about redefining service management. It’s about refocusing it.

The Atlassian Service Collection is how Atlassian is leaning into this shift.

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This virtual Atlassian Community Events chapter—our meetups happen online—is open to anyone interested in real-world use of the Atlassian Service Collection, whether you're already deep in it or just getting started.

Join us (via the blue button below) to be in the Atlassian high-velocity service management loop!