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The Total Economic Impact™ of Atlassian Jira Service Management

Written by Michael Roberts
Published on November 24, 2023
Categories: Atlassian

With the rise of distributed and remote IT, operations, and service teams, you’re probably on the lookout for a service management tool to help you move swiftly, foster flexible workstyles, and ensure visibility and connectivity between teams. That’s where Atlassian Jira Service Management comes into play. It equips organizations to provide responsive and user-friendly internal and external services, which are fundamental for delivering exceptional customer and employee experiences. Recently, Forrester completed a study to assess the total economic impact of Atlassian. Here’s a high-level summary of the findings.

IT Service Management (ITSM) Evolving Into Enterprise Service Management (ESM)

For many organizations, IT service management (ITSM) tools are the linchpin of seamless and holistic management of IT service delivery to customers. They encompass a broad spectrum of IT services, including request, change, incident, knowledge, and asset management, which are crucial for meeting evolving business requirements.

Enterprise service management ESM

Enterprise service management (ESM) represents the next phase in the evolution of ITSM. It expands service management capabilities to business-centric use cases. That means ESM bridges the gap between business and IT service teams. Plus, it ensures visibility and ease of use are never compromised. This shift fosters greater standardization and predictability at the organizational level while boosting the overall efficiency of service delivery.

The Unified Solution Of Atlassian Jira Service Management

Atlassian’s Jira Service Management offers a comprehensive suite of capabilities for both ITSM and ESM practices. It brings together all service teams under one platform, creating a connected experience that fosters ease of use, collaboration, and automated workflows. Additionally, the integration with Jira Software further unifies service and operations teams with developers, eliminating silos and expediting workflows. This convergence ensures end users enjoy a high-velocity, responsive, and transparent service experience.

The Forrester Total Economic Impact of Atlassian

To understand the tangible benefits, costs, and risks associated with adopting Jira Service Management, Atlassian commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study. The study aimed to evaluate the potential financial impact of Jira Service Management on organizations, drawing on real-world experiences.

We’ve summarized some of the key findings below.

Key Findings from the Forrester Study

Firstly, the Forrester study revealed compelling results, showcasing the substantial impact of Jira Service Management on organizations. For example:

Quantified Benefits:

  • A 10% reduction in service requests and a 15% decrease in resolution time, leading to improved service desk productivity.
  • Improved end-user productivity, saving $408,000 by enhancing request visibility and self-service options.
  • IT operations team savings of 115 hours per month, thanks to improved visibility and collaboration.
  • Improved engineer and decision-maker productivity, saving over $152,000 by reducing ticket volume and improving communication.
  • Savings of $2 million by retiring a previous solution, including license costs and management labor savings.
  • IT cost efficiencies of $114,000 in Year 3, thanks to better decision-making and increased visibility.

Unquantified Benefits:

These include improved cross-functional alignment, enhanced employee and customer experiences, revenue loss avoidance, visibility into team performance and reporting, and increased business team productivity.

Realizing the Potential of Jira Service Management

Essentially, the study’s findings showcase that organizations can realize benefits of $4.19 million over three years compared to costs of $1.11 million. Ultimately this results in a net present value (NPV) of $3.08 million and an impressive return on investment (ROI) of 277%.

Atlassian Forrester


The Forrester Total Economic Impact of Atlassian study underscores the substantial benefits you can achieve by implementing Atlassian Jira Service Management. This powerful platform:

  • Empowers teams to deliver efficient and effective services.
  • Enhances visibility and connectivity.
  • Contributes to top-tier customer and employee experiences. 

As an Atlassian Gold Solution partner, SPK is well-equipped to help you capitalize on the benefits of using Atlassian products.  

Are you interested in exploring how Jira Service Management can revolutionize your organization’s service delivery? Contact us today.

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