Forrester: The State of Service Management, 2022

Service management is alive, well, and valuable

To meet the demands of the modern business, enterprises seek to modernize technology operations. However, a lack of industry data makes it difficult to track the success of these initiatives.

Forrester surveyed over 1,000 digital and IT professionals responsible for IT/digital decision-making and strategy to better understand the practices they use and how their choices relate to business value.

Key takeaways:

  • Having a CMDB is essential: 91% of respondents agree that a CMDB is critical to their day-to-day operations.
  • High-performing organizations use service portals: 88% of high-performing responders employ enterprise service management (ESM) to help their employees find the services, resources, and information they need to do their jobs.
  • Incident management practices are evolving: 78% of respondents reported they have an incident management response that defines responders, severity, process, and tooling.

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

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