Forrester study shows enterprises see a 275% ROI in three years after switching to Jira Service Management.
Whether it’s supporting internal employees, responding to an incident, or approving a change, every minute counts for your service teams. Is your enterprise properly equipped?
Too many enterprises rely on legacy IT service management solutions or a fragmented array of tools for communication and service management across various regions and departments. This leads to inconsistent service experiences, limited visibility, and disconnected workflows and teams – all while not getting the return on investment desired.
That’s why Jira Service Management is built to connect IT, development, and business teams on one platform and has all the latest AI capabilities – at a fraction of legacy ITSM solution costs. Atlassian commissioned Forrester Consulting to conduct a Total Economic ImpactTM study where they interviewed Jira Service Management customers to hear about the costs, benefits, and time savings they achieved by switching from legacy solutions. All results were combined to form a single composite organization.
Study Findings Snapshot
Over three years, the composite organization realized:
- a 275% return on investment and $9.5 million in total benefits over a three-year period
- $2.3 million in savings from retiring previous solutions
- Payback (when benefits surpass costs) in less than six months
Enable more productive service agents
Interviewed customers expressed that they struggled to offer a consistent approach to service management. Agents were juggling multiple communication methods like email and chat without standardized processes, resulting in low productivity and poor customer experiences.
After switching to Jira Service Management, customers saw a reduction in total ticket volume, improved escalation processes, and faster request fulfillment through reduced context switching. Forrester reported $2.9 million in improved service desk productivity over three years for customers who switched to Jira Service Management.
A significant contributor to the improvements? The implementation of the virtual service agent and Atlassian Intelligence capabilities.
AI Spotlight
Automate tier-1 support interactions: With the virtual service agent, service teams can enable self-service experiences to increase agent productivity and end-user satisfaction.
- Service teams saw a 30% request deflection rate thanks to optimized virtual service agent experiences, connected knowledge, and automation.
Manage requests faster: Help service teams get right to work when jumping into a new request.
- AI-generated issue summaries provide concise and accurate details of previous conversations, allowing agents to quickly catch up on an issue’s comment history with a single click.
Previously, our help desk chat relied on human responses, which was inefficient. Now, with the virtual service agent, we have 24/7 availability, responding to any question at any time.”
Director of IT Operations, Home Services
Improve end-user experience
When employees need help, they want it fast so they can get back to their work. But interviewed customers expressed employees were often frustrated at how long it took to gather the necessary information.
With Jira Service Management, customers have an easy-to-use interface, track service level agreements (SLAs) to ensure timely resolution and keep everyone in the loop.
In the past, we relied on email and chat for communication…Now, with the implementation of the new portal, teams have better visibility. Agents can answer basic questions about ticket status and users can easily check the status in the portal.”
Chief Operating Officer, Financial Services
AI Spotlight
Help employees stay in their flow: Fully leveraging self-service, AI, and automation capabilities not only helps service teams provide help faster but enhances user satisfaction. End users save 25 minutes per submitted service request.
Fast-track IT Operations
All too often, technical teams are siloed across multiple tools that limit visibility and slow down the pace of innovation.
Only Atlassian puts Development and IT teams on the same platform, enabling engineering teams to work autonomously in Jira while staying aligned with their IT counterparts in Jira Service Management.
All of our development teams use Jira to track all their backlogs and deployments, [and] all their deployments, while Jira Service Management services as the central service desk portal for all service requests and all incidents that we have on the production environment.”
Engineering Director, Gaming and Entertainment
And with the arrival of Atlassian Intelligence, teams can work collaboratively to ship changes and respond to incidents at high velocity.
AI Spotlight
Restore service quickly when incidents occur:
- IT operations teams save nearly one hour per incident with the help of Atlassian Intelligence capabilities after switching to Jira Service Management:
- AI Alert grouping uncovers underlying patterns and clusters alerts to minimize alert noise and assist with early incident detection.
- Similar Incidents helps responders investigate and resolve incidents faster by surfacing relevant information from past incidents.
- AI-issue summarization helps agents quickly understand issue context and take necessary actions.
Faster innovation with better change management:
- Change requests are approved 35% faster with Jira Service Management thanks to intelligent risk assessments and improved visibility across the entire software development lifecycle.
Interviewed customers used Assets, the flexible database in Jira Service Management, to track assets, configuration items, and map relationships between objects. This proved crucial for incident response and change management, where a configuration management database (CMDB) remains critical to providing an accurate record of applications and dependencies to evaluate change risk.
Slash IT service management costs
Last but not least, customers who switch to Jira Service Management significantly cut costs. In a market rampant with overspend and underutilization, Atlassian delivers value fast for customers and takes fewer resources to maintain over the long run.
We accomplished more in a year and a half with Jira Service Management than we did in four years with the legacy platform. We are spending about 60% of what the previous ITSM solution cost.”
Chief Operating Officer, Financial Services
Overall, Forrester found that the composite customer saved $2.3 million over the course of three years by reducing investment in license costs as well as management labor and services and saw a 275% return on investment.
Read the full study
Check out the Total Economic Impact™ of Jira Service Management for more findings from Forrester about how Jira Service Management can transform your service delivery.
With the embedded ROI calculator, you can generate a custom analysis based on real data from your organization like number of employees, request volumes, and current IT service management solution costs.