The ITSM Software Ecosystem is Consolidating. Here’s What Forrester Has to Say about Atlassian and JSM

Why Forrester Says JSM is a “Worthy Competitor for ServiceNow”

The ITSM space is consolidating around Atlassian and ServiceNow; according to a recent trend report by Forrester, Vendors Move to Dominate IT Management Software. The report examines trends in the ITSM space that are making better tools necessary, how and why Atlassian and ServiceNow are becoming the dominant players, the complexity of the ecosystem, the impact of AI, and why organizations need to align their IT investment with business value.

Here is our take on the report, especially on the strengths of Atlassian and Jira Service Management (JSM).

IT Teams need better tools.

IT teams need better tools to manage technical debt; duplicate and redundant software investments are increasing costs, IT security risks are growing, and visibility into portfolios is limited.

Atlassian and ServiceNow dominate the ITSM space.

While there are still quite a few players in the ITSM space, both large and small, Atlassian and ServiceNow are dominant. Both companies are expanding their scope, and Forrester anticipates they will both continue to grow faster than their competitors.

Atlassian is a collaborative work management tool that competes with ServiceNow.

Atlassian has its roots in Jira, but it's grown into a full-scale work management tool. Today, JSM is a direct competitor of ServiceNow. But the ecosystem is still complex, with other players trying to compete.

AI is accelerating. Atlassian’s approach is knowledge-centric

Atlassian’s knowledge-centric approach to AI is designed to connect people, knowledge, teams, and goals and support better operational insight. In addition, Atlassian Rovo integrates with other enterprise systems to surface knowledge across organizations.

Align your ITSM spending with business value.

Choose a solution that aligns best with your business. Atlassian and ServiceNow overlap in some ways but differ from Atlassian's roots in Jira and DevOps capabilities. Atlassian leads pro-code software development. JSM is a “worthy competitor for ServiceNow” and a natural extension for any Jira company.

Download the full report: Forrester: Vendors Move to Dominate IT Management Software.

Interested in Migrating from ServiceNow to JSM? Learn More!

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