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