(As told by…Jira Service Management)
Today was…well, let’s just say my status leveled up.
Forrester named Atlassian a Leader in The Forrester WaveTM: Enterprise Service Management Platforms, Q4 2025.
Yes, that Forrester. And yes, a Leader. I’m trying to play it cool, but honestly? I’m practically radiating with pride. Like when you finally automate that one process everyone said was impossible.
I still remember my early days: the scrappy new product in the Atlassian lineup, armed with a big dream, a whiteboard full of ideas, and a roadmap that looked more like a D&D campaign. Fast forward a few years, and now I’m supporting over 65,000 customers, including more than half the Fortune 500. Not bad for an app that still gets excited about a clean support ticket backlog.
A lot’s changed since I first booted up. Especially lately. AI didn’t just knock politely—it burst in, rewired the network, and sent the out-of-touch legacy tools to the recycling bin. Suddenly, everyone needed a platform that could actually keep up. Faster collaboration, faster resolutions, faster everything.
Lucky for me, that’s kind of my jam.
Apparently, Forrester noticed (hence, the placement as a Leader).
They like me, they really like me
The report kicks off with this gem from report author, Forrester Principal Analyst Julie Mohr, on how massive of a change service management is going through right now:
The ESM market is experiencing unprecedented expansion driven by a shift from process-centric and reactive IT operations to proactive enterprise-wide service management.
My translation: Teams are done with clunky tools, endless handoffs, and workflows that look like they were coded on a pager.
Then Forrester got specific about yours truly:
The Atlassian knowledge graph provides a strategic advantage for powering the AI integrated within the platform. Its collaboration tools stand out for velocity and ease of use, and Rovo powers numerous agents and AI experiences inside Jira Service Management and across the platform.
Did I screenshot that and send it to my siblings Confluence and Rovo? Yes. Obviously. (Group chat was lit.) Confluence is probably still blushing after reading this callout:
Agile knowledge management through Confluence, combined with early investments in agentic AI and orchestration, further strengthens its [Atlassian’s] position.
And customers told Forrester this:
Customers highlighted the platform’s strengths in flexibility, integration, and ease of use, enabling efficient collaboration, knowledge management, and IT service workflows.
Not to brag—but, okay, that’s a little brag.
And just when I thought it couldn’t get better, Forrester closed Atlassian’s vendor profile with this:
For organizations prioritizing collaborative service design, teamwork, agile knowledge sharing, and AI-driven workflows, Atlassian is a compelling option.
Which, IMO, is analyst-speak for: if you’re tired of wrestling with legacy tools, maybe try something that actually works. (Hint: that’s me.)
Meet my band: Service Collection
While I have you here, can I plug something else I have going on that’s got me jazzed? It’s my new band: Service Collection.
I love playing to packed crowds. My best mates – IT, Ops, HR, Facilities, Legal, and Finance – are always in the front row of my gigs, singing along to every high-velocity service management track I drop.
But no matter how many familiar faces (and new ones – hey, Customer Support ) are in the crowd, it can be lonely up there under the bright lights. So, I recently brought in some new talent and launched a new band called Service Collection.
I’m still laying down the foundational beats as Jira Service Management (your go-to for internal service management), but I’ve got two new bandmates who bring something extra special to the mix:
- Customer Service Management: The breakout star. AI-first, omni-channel, and a real crowd-pleaser with external customers.
- Assets: The organized one. Tracks literally anything important: laptops, services, licenses, probably even the BPM, if you ask nicely.
And because every great band needs a solid crew, we’ve got out-of-the-box Rovo agents. They handle a lot of the heavy lifting so we can focus on the performance:
- Rovo Service Agent: Handles, triages, and resolves internal service requests
- Rovo Ops Agent: Separates real signals from noisy alerts so Ops teams can finally breathe.
- Rovo Customer Service Agent: Handles, triages, and resolves external customer requests, or hands conversations off to humans without the drama.
And if we need to remix things, we build custom Rovo agents using Atlassian Studio.
All of this runs on the Atlassian Platform and Teamwork Graph (aka. the intelligent brain that connects people, work, knowledge, and assets behind the scenes).
So yeah…between the report and my band, things are going pretty well.
Explore the full report
If you want to read every detail, check out Forrester’s methodology, and explore every footnote, you can.
👉 Access your complimentary copy of The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025.
It’s the sort of thing that makes for excellent reading during your next coffee break (or standup). Just saying.
P.S. I promised the legal team I’d include this part (I put it at the end, not the beginning. You’re welcome.):
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.