- CSX²
Service systems are built around teams. The events that break them aren't.
CSX² is designed around events and services requests. Every related function stays connected. Every handoff is traceable.
Fast-track value to one unified service platform.
Months
to Weeks
Siloed tools
to One platform
SLAs and MTTR
to NPS and CSAT
CSX² is live in healthcare today.
The first deployment runs cross-functional service for a healthtech operator.
How CSX² works.
From ITSM
Your existing JSM operation is the foundation. CSX² extends the Jira Service Management you already run into ESM and CSM. Workflows stay intact. The platform expands to carry the events and service requests your current system drops. The Atlassian Service Collection, which includes the ESM and CSM capabilities CSX² runs on, comes free with every JSM subscription. There is nothing new to license.
BUILD PROPERTIES
- HR, Facilities, Legal, and Finance on the same JSM foundation
- Shared catalogs and shared governance
- Rovo agents tuned to your existing service context
Event & service request-centric design
Your events and service requests are the unit of design. CSX² starts from the things that cross functional boundaries. Workflows connect the right functions around a single traceable flow from intake to resolution.
WHAT EXPANSION LOOKS LIKE
- Ownership defined across every function from day one
- Evidence captured at each step
- Approvals built into the workflow, not managed outside it
AI done right
AI runs where trusted knowledge already exists. AI amplifies what is in your knowledge base. CSX² introduces Rovo in phases, starting where content is validated and processes are documented.
WHAT AI ADDS
- Rovo configured on governed workflows, not raw ticket history
- Phased rollout tied to knowledge base maturity
- Consistent answers, not confident wrong ones
Built for regulated environments.
Healthcare Technology
In HealthTech, a service gap is a compliance event. A device incident or regulated workforce change can involve five functions at once. CSX² gives each a shared operational picture and a single traceable flow.
Manufacturing
In high-tech manufacturing, service events affect active programs. A workforce redeployment or access change during an NPI cycle can affect whether a DVT stays on track. CSX² treats those events and service requests as first-class service design problems.
28-campus institution
640,000 users. 28 teams. Live in 12 weeks.
A 28-campus institution unified IT, HR, and academic service operations on a single Atlassian Service Collection foundation.
640K
users
28
Teams
38%
lower licensing
12
weeks to live
$60K
annual savings
Day 0
Discovery Workshop with IT, operations, and HR leads.
Week 1
Rapid Deploy returned a working configuration with governance built in.
Week 6
Service teams validated workflows.
Month 3
Cutover complete. CSX² live across the operation.
Our service operation has never run cleaner. IT, HR, and academic teams ship through the same workflow now, and the governance posture survived the merge.
CIO
28-campus institution
Twelve hours.
A working configuration.
Walk us through your service operation. Trundl returns a scoped plan and timeline.
Format
Remote, on-site, or hybrid
Duration
12 hours, one or two days
Participants
Trundl architects + your IT/ops/compliance leads
You Receive
Current-state assessment, prioritized use case map, scope and timeline
Send your service tooling map ahead. Rapid Deploy comes ready to build.
Latest from Trundl.
The Case For Contextual Delivery whitepaper.
The definitive guide to Accelerated Contextual Delivery. Eight pages. Built for CIOs, CTOs, and VPs of platform strategy.
28-campus institution: service management without silos
How one institution unified service management across IT, HR, and academic operations.
The CSX Masters Community
Service operations leaders sharing how they unify service management across the business.
Before you book a meeting.
What is CSX²?
CSX² is Trundl’s composable solution for unifying ITSM, ESM, and CSM, with Assets in the picture, assembled from Atlassian Service Collection and Marketplace capabilities. It extends the service operation proven in IT across the enterprise and ties CSAT and NPS to how the operation is designed. Rapid Deploy stands it up in days.
What does the ² in CSX² mean?
CSX is the Customer Service eXperience: the outcome. The ² is the execution layer that produces it, the workflows, ownership models, and governance that generate the experience under real conditions. The first X is what your customers feel. The second is the system behind it.
What is the difference between ITSM, ESM, and CSM?
ITSM is IT Service Management: how IT handles incidents, requests, and changes. ESM is Enterprise Service Management: the same discipline applied to HR, Finance, Legal, and Facilities. CSM is Customer Service Management: service for external customers. CSX² runs all three on one Atlassian Service Collection platform.
Does CSX² work with the Jira Service Management we already run?
Yes, it starts there. CSX² treats your JSM operation and the ITIL practice behind it as the foundation, then extends both to HR, Finance, Legal, Facilities, and customer-facing teams. Existing workflows stay intact. The platform expands to carry the events and service requests your current setup hands off between queues.
Does CSX² replace our systems of record?
No. Systems of record such as ERP, HRIS, or clinical platforms stay where they are. CSX² is the system-of-work layer that moves work across them with clear ownership and full traceability. It coordinates the estate you have instead of adding a platform to replace it.
What is Rapid Deploy and how does it apply to CSX²?
Rapid Deploy is Trundl’s patent-pending AI delivery engine. For CSX², it reads your environment and business context, then returns a working service configuration in 7 to 18 business days. Stakeholders validate a live system early instead of reviewing designs for months.
How long does a CSX² deployment take?
The first working configuration lands in 7 to 18 business days. Enterprise-wide expansion is phased by function and validated by role. A 28-campus institution with 640,000 users went live across IT, HR, and academic operations in 12 weeks.
Will teams outside IT actually adopt it?
Adoption is built into the delivery. Each function validates its own workflows in a live system before cutover, portals speak each team’s language rather than IT’s, and training for service teams is part of every engagement. The 28-campus deployment brought HR and academic teams live alongside IT in 12 weeks.
How does AI work inside CSX²?
Governed and phased. Rovo agents assist with triage, knowledge retrieval, summarization, and routing inside your service workflows, starting where knowledge is validated and processes are documented. Every AI contribution is traceable, and a person owns every regulated decision.
Does CSX² replace SLAs with CSAT and NPS?
No. SLAs and MTTR keep running, and contractual commitments stay measured. CSX² shifts what the operation optimizes for: experience-based outcomes like CSAT and NPS, with efficiency metrics underneath them. You keep the discipline you have and gain the measure your customers actually feel.
Is CSX² secure and compliant for regulated industries?
Trundl holds ISO 27001 and SOC 2 Type II certifications and configures CSX² with HIPAA-aligned governance where healthcare data is in scope. Approvals, evidence capture, and audit trails are built into the workflows themselves, so audit histories exist without manual reconstruction.
Can CSX² replace ServiceNow?
Yes. CSX² gives organizations a unified ITSM, ESM, and CSM operation on the Atlassian Service Collection, and Trundl runs phased migrations from ServiceNow with the source platform participating until cutover. Teams validate the new operation in parallel before anything switches.
What does a CSX² engagement cost?
CSX² is priced on outcomes, not hours: fixed packages scoped to the functions and use cases in play. Because the solution is composable, the Discovery Workshop sizes the engagement to your estate and returns a fixed scope and timeline before you commit.
Can Trundl manage CSX² after it goes live?
Yes. Any CSX² deployment can run under Trundl’s managed services model, with Trundl handling administration and ongoing optimization. Teams that want the outcomes without the platform overhead hand off the operation. Teams that want ownership get runbooks, training, and a clean handoff.
Which industries does CSX² support?
Trundl’s go-to-market focus is Healthcare Technology and High-Tech Manufacturing, where cross-functional events and service requests carry regulatory weight and the workflows are field-tested. The operating model underneath is industry-agnostic and composable, so the backbone adapts to other regulated environments.
When is CSX² not the right fit?
If your service estate has no Atlassian footprint and no appetite for one, or a single team needs a standalone ticketing tool, CSX² is more system than you need. Trundl takes engagements where the outcome can be scoped, validated, and guaranteed.
Does CSX² require additional Atlassian licensing?
The Atlassian Service Collection is included with every JSM subscription. CSX² runs on what you already own. There is no additional platform cost from Atlassian for ESM and CSM capabilities.