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Hot off the press is the annual Gartner(r) Magic Quadrant(tm) for IT Service Management Tools: an in-depth analysis of the ITSM landscape, market direction, and vendor solutions available to customers. We’re pleased to announce that Gartner named Atlassian a Visionary in the 2021 edition of this report. This comes on the heels of Gartner recognizing Atlassian in the March 2021 Gartner Peer Insights Customers’ Choice for IT Service Management Tools.

Magic quadrant for ITSM tools

As companies sprint to digitally transform, they are recognizing that every team has to operate with the same urgency and velocity. Development, IT operations, and business teams must come together to respond to business changes and deliver great digital service experiences fast – or they run the risk of going out of business. But traditional service management tools and processes hold teams back, keeping them in silos and limiting visibility. Modern times call for modern solutions. With more than 35,000 customers, Jira Service Management focuses on the convergence of digital experiences for development, operational, and business teams.

The Atlassian Approach

So what makes us a Visionary when it comes to the future of ITSM? There are three key beliefs that influence our perspective (and our product).

Dev + IT + Business must converge – As DevOps philosophies and practices gain momentum, ITSM and the way it fits into the entire software service delivery lifecycle needs a reboot. We’re investing in an ITSM solution that connects these teams, so work flows seamlessly from concept to design, and on to building, launching, operating, and supporting great product and service experiences. The recent Gartner Magic Quadrant report states, “In response to digital disruption, ITSM tools are beginning to address integration requirements with the DevOps toolchain and support for agile workflows across ITSM processes.” Atlassian’s differentiated approach to ITSM centers around DevOps and agile service delivery.

Team autonomy, with coordination, is paramount – Remote work, distributed architectures, and an uptick in agile methods and new ways of working is stressing the seams of the old, central command-and-control approach to I&O. Jira Service Management provides teams within enterprises with the flexibility and simplicity required to run fast and operate with autonomy, while still allowing for common terminology, experiences, and administrative controls, necessary for coordinated work.

Right-sized, cost-effective functionality is crucial – ITSM cost-complexity fatigue and frustration is at an all-time high. It doesn’t have to be that way! We are committed to being the solution of choice for enterprises looking for a fresh approach to ITSM – one that focuses on delivering the right set of capabilities its customers actually need, in a transparent, cost-effective way.

Investing in the Future

Guided by that vision for ITSM, we continue to make investments in innovative capabilities that help every team to operate at high velocity. This includes recent acquisitions such as low-code automation with Code Barrel, conversational ticketing with Halp, asset and configuration management with Mindville Insight, visualization and analytics from, and easy-to-use form building from ThinkTilt ProForma.

Download the complete report

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

1Gartner, Inc. “Magic Quadrant for IT Service Management Tools,” Rich Doheny, Keith Andes, Chris Matchett, 30 August 2021.

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This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Atlassian here. Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Gartner Peer Insights Customers’ Choice constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Gartner or its affiliates.

Atlassian recognized as a Visionary in the 2021 Gartner Magic Quadrant for IT service management tools