The Total Economic Impact of Jira Service Management

Learn about the benefits, cost savings, and total return-on-investment for Jira Service Management customers in a new study commissioned by Atlassian and conducted by Forrester Consulting.

Struggling to see a return on investment when it comes to your service management solution? We hear you. From sky-high licensing costs to never-ending deployments and upgrades, we know traditional service management platforms are coming up short of delivering real value to today’s enterprise.

That’s why we commissioned a recent study from Forrester Consulting, The Total Economic Impact™ of Jira Service Management, to calculate how enterprise customers found significant value with Atlassian when it comes to service management. This study calculated that customers:

  • Realize a total ROI of 277% and $4.1m benefits over a three-year period.
  • Save $2.0m by replacing their traditional ITSM solution.
  • See $1.4m in service desk productivity gains for IT and business teams.

Join us and guests from Forrester as we walk through today’s service management landscape, key findings from the study, and customer stories highlighting the move to Jira Service Management.

Can’t join us live? Register above and we’ll send you the on-demand version after it aires.


Will McKeon-White

Analyst, Infrastructure and Operations, Forrester

Will is an analyst on Forrester's infrastructure and operations (I&O) team, focusing on modern service delivery. His research helps enterprises understand and capitalize on advances in processes and technologies for more effective IT and business service delivery, including enterprise service management (ESM) and IT service management (ITSM) and the use of ChatOps and chatbot capabilities to facilitate better help desk and employee support, incident resolution, and IT team effectiveness. Prior to becoming a researcher, Will was a research associate with Forrester's I&O team, covering various technology topics, including ESM, automation, cloud, robotic process automation (RPA), disaster recovery technologies, infrastructure transformation, and composable infrastructure.

Emma Conroy

Consultant, Total Economic Impact, Forrester

Emma is a consultant in Forrester’s Total Economic Impact™ (TEI) practice, where she helps Forrester clients measure and articulate the business value and financial impact of their technology and process investments. Emma’s expertise lies in marrying primary quantitative with qualitative research to help IT strategy and planning executives, sales representatives, and product marketing professionals understand a solution more completely and better estimate the costs and business impact for their organizations. She has worked with clients and technologies across various domains, including cloud computing, BI and data infrastructure, workforce, service, and asset management, app development, martech, and customer advocacy.

Grady Gausman

Product Marketing, Jira Service Management, Atlassian

Grady est Product Marketer pour Jira Service Management. À ce titre, il travaille avec un large public d'analystes et de clients afin de comprendre les défis auxquels sont confrontés les professionnels de l'informatique d'aujourd'hui et la manière dont Atlassian peut soutenir les pratiques de gestion des services pour tous les types d'équipes. Amateur de plein air, il aime pratiquer le ski, la randonnée et l'escalade dans le Nord-Ouest du Pacifique.