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How to Unlock the Power of High-Velocity ITSM, According to Forrester®

Atlassian Tools, Software Solutions, Jira Service Desk, ITSM, Jira Service Management


As Forrester’s recently released report, Proven Drivers for Unlocking High-Velocity ITSM, explains, “With the global outbreak of the COVID-19 pandemic, uncertainty has become the new normal for many organizations.” Using data gathered from almost 650 ITSM decision makers, the report explores how high-velocity ITSM, characterized by faster, more flexible, and more reliable practices, has helped ITSM organizations survive and thrive throughout the uncertain times brought on by the COVID-19 pandemic.

The report identifies high-performing organizations vs. low-performing organizations, identifies key characteristics of high-performers relative to low performers, and provides actionable recommendations for organizations seeking to achieve high-velocity ITSM.

While we highly recommend you read the full report, we’ve rounded up some key highlights that we found particularly relevant and insightful.


Download Report: Proven Drivers for Unlocking High-Velocity ITSM


Priorities Matter

High-performing organizations are more likely to focus on different priorities than low-performing organizations, including cloud-focused initiatives and modern development practices like DevOps. As a result, high performers have more confidence navigating uncertain times, are more prepared to take on unplanned change, and are ultimately more successful. Key metrics that support this include:

  • 48% of high-performing organizations prioritize improving the software delivery process compared to 36% of low-performing organizations.
  • 78% of respondents from high-performing organizations reported they were prepared for big changes before COVID-19 compared to just 42% of low-performing organizations.


Metrics Matter

High-performing organizations are more likely to measure performance against metrics related to high velocity, innovation, and customer value, including mean time to recovery (MTTR), number of deployments, and change failure rate. Low-performing organizations are more focused on cost-controlling measures, and as a result, they are less likely to adopt Agile methodologies and invest in technical skill development. Key metrics that support this include:

  • 61% of high-performing organizations use number of deployments as a key performance metric compared to 46% of low-performing organizations.
  • 75% of high-performing organizations deploy up to 100 times per week, and they have a lower average MTTR of 52.7 minutes.


Download Report: Proven Drivers for Unlocking High-Velocity ITSM


People, Culture, and Technology Matter

High-performing organizations are more likely to prioritize people, encourage a culture of cross-functional collaboration between semi-autonomous teams, and invest in flexible technology. In contrast, low-performing organizations are more likely to be siloed, have outdated processes, and struggle to overcome basic challenges. Key metrics that support this include:

  • 52% of high-performing organizations experience better ability to integrate due to their semiautonomous product teams, vs. 36% of low-performing organizations.


  • 93% of high-performing organizations encourage open knowledge sharing and collaboration, while only 75% of low-performing organizations do so.


Key Recommendations for High-Velocity ITSM Teams

Based on survey data they collected from hundreds of ITSM decision makers, Forrester concludes its report by suggesting three high-level methodologies organizations can employ to achieve high-velocity ITSM. These include increased focus on customer value, prioritization of a culture-driven, integrated, operational model, and implementation of more efficient processes. In addition, the report offers a number of practical, tactical recommendations for implementing these methodologies, including investing in product team practices, adopting more flexible change processes, and embracing the notion of enterprise service management.


Atlassian’s Jira Service Management for High-Velocity ITSM

With Atlassian’s introduction of Jira Service Management, (formerly Jira Service Desk), they have taken a significant leap forward in terms supporting high-velocity ITSM. Jira Service Management brings together Atlassian’s industry-leading Jira Service Desk ITSM software, Opsgenie incident management software, and a host of new features and functionality designed to better support the challenges that modern ITSM, Development, and Operations teams face.

Jira Service Management is designed to help IT teams deliver customer value faster without adding significant cost of complexity; make work more visible and transparent across teams to support cross-functional decision making and issue resolution; and streamline and speed the flow of information between teams, with a particular focus on ITSM and DevOps teams.

If your ITSM team is looking to unlock its potential for high-velocity ITSM, Isos Technology can help. Whether you’re currently using Jira Service Management or still considering it, we can help you get the most out of your Atlassian investment.

Proven Drivers for Unlocking High-Velocity ITSM

TAGS: Atlassian Tools, Software Solutions, Jira Service Desk, ITSM, Jira Service Management

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