Atlassian’s strategy for enterprise service management leads the pack
via Work Life by Atlassian by Molly Grant
Forrester recently released its second annual analyst evaluation of the growing enterprise service management (ESM) landscape in which they evaluated 15 vendors across 23 criteria, and we’re delighted that Forrester has again recognized Atlassian as a strong performer with increased market presence, and the highest-ranked vendor in ESM strategy.
Enterprise service management is more than just a service portal for internal teams. For organizations going through digital transformation, ESM is the next wave of delivering end-to-end value. By extending ITSM processes and tools across an enterprise to all teams, ESM can help remove organizational silos and define operational practices for internal teams and customers alike. This year, Forrester reported, “customers are looking to increasingly leverage self-service options, speed up service delivery, and enhance their own ITSM capabilities to meet the challenges of the changing technology landscape.”
Atlassian’s approach to enterprise service management
More and more teams outside of IT are asking for and providing a slew of services. These requests require attention and often involve invisible, unrecognized work. We’ve talked to many organizations that have patched together solutions using email alongside ERP systems, resulting in a disappointing experience, especially as apps and other technologies have raised our standards of service. Employees want experiences that reduce confusion, address their needs quickly, and help them get work done.
To address this challenge, Atlassian has built software that helps teams deliver outstanding employee experiences, enabling teams to get more done, faster. Our products are designed to work together seamlessly for a truly collaborative approach to service. According to Forrester’s Total Economic Impact of Atlassian for ITSM, customers using Atlassian reported improved collaboration and communication between dev and IT teams due to the seamless integration of Jira Service Desk with Jira Software.
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