HOST
APAC
REGION
22
ATTENDEES
IT
INDUSTRY
THE BRIEF
The Brief: Building Strategic ITSM Conversations in APAC
SINGAPORE, February 2026 – Atlassian partnered with The Ortus Club to host a roundtable discussion to explore how IT Service Management (ITSM) is vital to keep up with modern enterprise developments. The warm brick atmosphere and intimate dinner environment served as a pleasant backdrop for Atlassian’s insightful business discussion.
Atlassian sought to expand its reach in APAC and began by targeting the Singapore market. To do so, they needed a partner who could vet, invite, and liaise with potential guests to ensure the quality of the roundtable discussion.
Their goal was to discuss how ITSM and its various roles and responsibilities have evolved in the 2026 business sphere with industry peers.
THE SETTING
An Intimate Lunar New Year Setting for Strategic Dialogue
Bistecca Tuscan Steakhouse
26 Mohamed Sultan Road
The warmly lit room, decorated with contemporary artwork and Lunar New Year motifs, was a welcome departure from the cold boardroom. At the Bistecca Tuscan Steakhouse, guests enjoyed a specialised fine-dining experience, paired with complimentary drinks.
As an added seasonal touch, The Ortus Club arranged for special fortune cookies to be given to guests containing fun and relevant snippets. The cosy setting and relaxed atmosphere were a recipe for a productive evening of IT and technological governance discussions with Atlassian.
Interested to find out how the event was shaped and the work that went behind it?
THE GUESTLIST
Senior IT and Transformation Leaders Driving Enterprise Change
A total of 22 people attended the event, seven of whom were prominent executives of various major organisations across Singapore:
- Prudential, Director of Cloud Engineering
- Wilmar International Lmt, IT Service Delivery Manager
- Ministry of Health, Director of Data & Analytics
- Maybank Investment Banking Group, SVP and Head of Strategy & Transformation
- Great Eastern Insurance, Asst. VP of IT
- NCS Group, Director of Enterprise Infrastructure, Architecture, Platform, and Tools
- United Overseas Bank (UOB) Lmt, VP of IT
These guests were handpicked for their expertise in the ITSM field, relevance to the industry, and their power in affecting the decision-making process for ITSM-related policies. Their organisations spanned everything from government to banking, and insurance to IT infrastructure. The diverse nature of this roundtable guaranteed a variety of points of view and different cultural and professional perspectives.
THE TOPIC
AI, ITSM, and the Balance Between Innovation and Risk
The main point of discussion at the roundtable was the evolution of ITSM and the implications of AI integration on the sector. The rapid development of AI and the subsequent rush of organisations to implement agents into their business processes has been both a boon and a hindrance.
On the one hand, the implementation of AI and other automated tools has made administrative tasks and simple processes quicker and more efficient. This leaves specialists and experts free to focus on more complex problems and streamlines their pipelines.
On the other hand, rushed implementations, particularly for generic public AI agents, have major ramifications for data privacy and internal data leaks. Some executives who are unfamiliar with the AI landscape may fail to set proper data confidentiality boundaries. They may also not understand what content can be run through their automated tools.
Despite all this, Atlassian found that executives in the APAC region are determined to incorporate AI and develop their ITSM policies to help their teams work more efficiently and optimise day-to-day operations.
Some key questions that shaped further discussions were:
- How do you see ITSM in your organisation today?
- What would be the top focus for your ITSM strategy over the next 1-2 years?
- How would you define and measure success for your ITSM strategy?
- What is one key challenge you would like to solve in your current ITSM strategy?
INSIGHTS
Shared Priorities, Different Approaches
Key themes that arose throughout the discussions with Atlassian were:
- Reducing costs and maximising efficiency for ITSM teams.
- Finding ways to implement AI safely, and doing so not to automate all tasks, but to simplify the simplest administrative duties.
- Finding ways to tie business, operations, and tech together.
- Defining new metrics in the evolving IT landscape.
- And other small challenges in implementation in the ITSM space.
Most of the attendees were in agreement on the majority of the talking points. The points of contention were in minor methodologies and internal processes that they believed to be more efficient for their respective organisations.
KEY TAKEAWAYS
- Modern IT in Singapore is less concerned with ticking boxes and more focused on end-to-end service to maximise UX and customer satisfaction.
- AI and other automation processes are inevitable, and it is a race to comply with new policies and governance.
- Executives have to shift beyond just following processes; they need to look at the outcomes they are delivering (e.g., time saved, incidents reduced, and better employee and UX).
- AI adoption should not be rushed. The process should be thought through to mitigate risks and avoid disrupting current service workflows.
THE RESULTS
Measurable Engagement and Strategic Positioning
The Singapore roundtable with Atlassian delivered strong outcomes for Atlassian, bringing together 22 senior leaders, including seven key decision-makers across finance, government, and enterprise technology. The event generated multiple post-roundtable meetings, with additional follow-up discussions progressing, creating tangible pipeline momentum in the Singapore market.
Beyond immediate opportunities, the discussion strengthened Atlassian’s positioning as a strategic ITSM partner in APAC. By convening high-level conversations around AI governance, efficiency, and measurable service outcomes, the brand deepened executive relationships and reinforced its presence within Singapore’s enterprise technology landscape.
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