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Cover image for Forrester Total Economic Impact of Atlassian Confluence

Unlock High-Velocity Teams: The Total Economic Impact of Jira Service Management

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Transform service delivery with collaboration and AI

Step confidently into the next age of service management. Learn how Atlassian connects teams on one platform to improve collaboration, visibility, and flow of work - with the latest AI capabilities - at a fraction of legacy ITSM solution costs.

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275%

return on investment

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$9.5M

total benefits

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$2.3M

savings by retiring previous solutions

*over a three-year period.

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Deliver exceptional experiences at scale

Learn what it means to work at high-velocity with Jira Service Management.

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1/4

“We accomplished more in a year and a half with Jira Service Management than we did in four years with the legacy platform. We are spending about 60% of what the previous ITSM solution cost.”

Chief Operating Officer, Financial Services

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AI in Jira Service Management leads to…

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More productive agents

IT help desk agents see a 30% improvement in ticket handling efficiency thanks to AI summarization, triage, and routing. 30% of IT requests are deflected entirely with the virtual service agent.

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Better employee experiences

Make it easy for users to get help - wherever they work. Smart knowledge and self-service capabilities mean end users save an average of 25 minutes per submitted request.

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Streamlined change approvals

Cut the CAB meeting short. With Dev and IT together on the Atlassian platform, IT operations teams approve change requests 35% faster thanks to better risk assessment, routing, and recommendations.

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Improved incident response

Resolve, learn from, and prevent disruptions to service with AIOps. When every second counts, Jira Service Management saves IT Operations nearly an hour per incident.

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Get the full results

Ready to dive into the details? Check out the full study to learn how customers operated before and after adopting Jira Service Management, the quantifiable benefits experienced, and the takeaways for your organization.

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AI Spotlight

AI in Jira Service Management

Learn how the implementation of the virtual service agent in Jira Service Management and the use of Atlassian Intelligence features can significantly accelerate productivity and process improvements across your organization.

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Blog

Share the highlights with your team

Send this blog to colleagues and leaders for a recap of the must-know stats and benefits of Jira Service Management in this report.

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Blog

Share the highlights with your team

Send this blog to colleagues and leaders for a recap of the must-know stats and benefits of Jira Service Management in this report.

Check it out
Work life blog screenshot

Featured resources

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Competitive Comparison

See why teams rely on Jira Service Management to deliver value fast

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Customer story

Discover how Thumbtack uses AI and Jira Service Management to streamline their service delivery

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Webinar

Learn why companies are ditching traditional ITSM solutions and switching to Jira Service Management

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The Total Economic Impact Of Atlassian For ITSM PDF preview

The Total Economic Impact™ of Atlassian Jira Service Management

Forrester calculates a 277% ROI of Atlassian for ITSM

The rise of distributed teams is challenging traditional norms of team structure and ways of working. Modern operations and support teams must come together to deliver great digital service experiences. But deciding which ITSM platform can connect your Dev, IT, and business teams while delivering the greatest value can be difficult.

That’s why we asked Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises realize by deploying Jira Service Management.

Through customer interviews and data aggregation, Forrester concluded that Jira Service Management has the following three-year financial impact:

  • Realized a 277% return on investment (ROI)
  • Recovered 115 hours per month for IT operations teams
  • Improved service desk productivity by $1.4 million
  • Saved $2.0 million by switching from a legacy ITSM product

This is a commissioned study conducted by Forrester Consulting on behalf of Atlassian.

Discover new ways of working with Atlassian for ITSM 

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