We’re living and working in an age of rapid digital transformation, a constant demand for always-on services, and sky-high customer expectations. It’s no surprise that IT teams need modern ITSM solutions to automate, accelerate, and deliver end-to-end services and always-on services. Yet, with inflexible workflows, unintuitive interfaces, and clunky experiences, legacy ITSM tools were built for the IT of the past, not the future.
Because of this, it can be difficult to evaluate and decide which ITSM toolset provides the highest ROI while meeting modern IT teams’ needs for flexibility, ease-of-use, and collaboration. At a glance, one tool might seem to have all the bells and whistles, but will cost you dearly in the form of long deployment times, expensive consultant fees, and difficulty customizing workflow.
We set our sights on quantifiable data that would show the impact of flexibility, ease-of-use, and collaboration on businesses, and commissioned a Total Economic ImpactTM study from Forrester Consulting to help measure the related benefits, costs, and overall ROI of Atlassian for ITSM. Through interviews with Atlassian customers – across diverse industries such as technology, consumer electronics, education, and travel, and based both globally and in the United States – Forrester built a composite organization that demonstrated the benefits of switching to the Atlassian suite, primarily Jira Service Desk, over a three-year period:
- Gained 246 percent return on investment (ROI)
- Improved service agent productivity by 61 percent
- Saved $800K by retiring legacy ITSM tools
Here’s a deep dive into what Forrester found to be the most compelling customer benefits stemming from the adoption of Jira Service Desk:
Faster delivery and resolution
Silos slow down service, and when using legacy ITSM tools, software development teams often work in separate platforms and disparate tools from infrastructure support staff. This results in incomplete information, missing context, incessant back-and-forth, and a much longer time to resolution. Customers using Atlassian reported improved collaboration and communication between dev and IT teams due to the seamless integration of Jira Service Desk with Jira Software. Forrester found that end-to-end request and issue fulfillment improved by 61 percent, and average resolution time dropped from three to four hours to just one to two hours. Furthermore, first-time resolution improved dramatically – the support team now reports 85 percent attainment of SLA goals.
The number of our IT support agents has not grown since we implemented Jira Service Desk… Each IT support agent is now able to support a greater number of employees.
Flexible ways of working, for any team
All teams are service teams, but not all ITSM tools are flexible enough to support them. Legacy ITSM tools are hard to configure, even for the most technical employees. When it comes to enabling business teams with service desks of their own to manage requests and incidents, they end up facing enormous hurdles – dedicated modules, costly licensing, in-depth setup and training – just to get started.
One Atlassian customer told Forrester that Jira Service Desk spread like wildfire among non-IT teams across his growing tech company. Teams as diverse as HR, Facilities, and Procurement loved the ability to spin up new service portals and adopt Enterprise Service Management (ESM) practices to manage their own requests. Transparent and cost-efficient pricing, combined with codeless setup and easy-to-configure forms, workflows, and reporting, made the decision to adopt a service desk a no-brainer.
On top of request management, customers described the benefits of configurability for other service management practices, such as incident management and change enablement. Easy-to-customize request forms and customer portal announcements streamline incident recovery practices. For change enablement, one customer uses Jira Service Desk to take in change requests and determine the right support tier. Through this process, software development teams can create linked issues into their Jira Software projects for implementation, and trigger automatic actions based on the types of changes. This provides end-to-end visibility and updated information about changes and implementation paths.
Improved end-user productivity and satisfaction
From food delivery to ridesharing, it’s hard to imagine life without on-demand customer apps. In the office, employees also have higher expectations for the services they receive than ever before. Not only do they expect the software they use day-to-day to be modern and user-friendly, but they also expect the services they receive to be quick and efficient. In addition to Jira Service Desk’s intuitive customer portal and easy-to-use request forms, one customer loved being able to customize an attractive, modern customer portal that both appealed to end-users and aligned with their company’s strong design culture.
Forrester also found that the self-service capabilities of Jira Service Desk provided a compelling ROI. By integrating Confluence as a knowledge base, customers observed a 20 percent deflection rate of tickets. One customer’s HR team saw a 230 percent increase in visits to Confluence after implementing Jira Service Desk. Self-service reduces ticket volume, freeing up service agents’ time to focus on more high-value work. It also promotes customer satisfaction. Once equipped with a built-in way to measure CSAT in Jira Service Desk, one organization reported an overall satisfaction rating of 4.8 out of 5.
Practical savings by retiring legacy ITSM tools
Practically speaking, legacy ITSM tools are expensive – to license, deploy, and maintain. Many interviewees migrated to Jira Service Desk due to its affordability, as well as its flexibility for customization and ease of implementation. Forrester found Jira Service Desk to provide a quick time to value; the implementation of Jira Service Desk took the composite company just two months. The organization also benefitted from lower training and onboarding costs due to the intuitiveness of the platform for all users and the existing familiarity with Jira of infrastructure support team members.
Don’t just take our word for it. Read Forrester’s full report, and download Forrester’s Total Economic Impact™ of Atlassian for ITSM to share with your team.