forrester wave esm illo

For teams seeking a modern approach to service management, a new report from Forrester provides a comprehensive overview of the 15 most significant vendors on the market.

The Forrester WaveTM: Enterprise Service Management, Q4 2021 has been released, and we are pleased to announce that Atlassian has been named a Leader! In addition to being recognized as a Leader, Atlassian also received the highest score in the strategy category in this evaluation. We feel this strongly validates our innovative approach to enterprise service delivery.

In this report, Forrester writes that Atlassian’s strategy “centers around a comprehensive digital product pipeline… coupled with an effective land-and-expand customer acquisition model, their strategy receives the strongest score in this evaluation.”

Atlassian also received the highest possible scores in 18 out of 22 ESM evaluation criteria. The report lists usability, ecosystem, and Atlassian-suite integrations as our greatest strengths, noting that “Atlassian is a good fit for organizations looking for a comprehensively integrated service management platform bringing together development, operations, and business teams.”

“Today’s digital transformation initiatives extend far beyond the boundaries of the IT department. Teams from operations to legal to human resources are reimagining their service management processes – and realizing they need a flexible, intuitive solution to power this new approach,” said Cameron Deatsch, Chief Revenue Officer at Atlassian. “We believe this recognition from Forrester, combined with the rapid growth of our customer base over the last year, is further proof we’re leading the charge into the future of service management for all types of teams.”

Our customers have spoken

Atlassian customers take center stage at High Velocity: ITSM World Tour

Teams around the world are realizing the benefits of Jira Service Management from Atlassian. Forrester writes that “reference customers noted strengths in usability, speed to value, and flexibility to meet their needs.” These themes also emerged at the recently concluded High-Velocity: ITSM World Tour, Atlassian’s first service management-focused customer event. Enterprise IT leaders shared their success stories with Jira Service Management, which revolved around three key benefits:

  1. Faster time to value – Thanks to an intuitive solution with pre-built templates and a transparent pricing model, customers can customize and deploy great service experiences fast – without lengthy consultant engagements to get started or overpaying for features they won’t use.
  2. Improved visibility and information flow Empowered teams deliver the best service experiences, which is why an ESM solution must ensure that information flows across teams to facilitate good decision making. Jira Service Management offers a unique connection to development and operations teams that use Jira Software, in addition to a robust set of over 1,000 integrations through the Atlassian Marketplace.
  3. Better collaboration across teams – Great service delivery often involves more than just one team. Only Jira Service Management unites enterprises through a single platform, helping teams from HR to legal to finance and beyond create standardized, repeatable, and scalable service delivery practices.

Download the complete report

For more information on the ESM landscape, market trends, and product information, check out the full report below.

Atlassian named a Leader in Enterprise Service Management