REPORT
It’s Time to Break Up with Legacy ITSM
Hear from Forrester on why enterprises are moving off traditional service management for modern, AI-powered platforms that deploy faster, run simpler, and support continuous improvement.
Executive Summary
Organizations need to rethink their service management tools: they’re costly, over‑customized, underutilized, and can’t keep pace with modern service expectations. In this Forrester Best Practice report, principal analyst Julie Mohr explains why enterprises are moving off legacy ITSM, the common pitfalls that derail migrations, and the practical steps leaders can take to modernize with confidence on platforms like Atlassian — from defining clear business outcomes and securing executive sponsorship to designing for the strengths of the new solution and committing to continuous, data‑driven improvement.
Legacy ITSM is costly, rigid, and underused – falling short of modern service expectations.
Successful migrations need clear goals, strong sponsors, and phased execution.
Modern platforms enable automation, continuous, data‑driven improvement, and the latest AI innovations.
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