What the Forrester State of Service Management Report Means for Atlassian Users in 2023

As we head into 2023, and companies are looking for ways to work more efficiently and effectively, streamlining the way they deliver services is top of mind. Because of this, we thought it would be a good time to revisit the Forrester State of Service Management, 2022 report. To write the report, Forrester surveyed more than 1,000 IT decision makers to find out what the current state of IT service management is.

The report is chock full of insights, and while it’s well worth your time to download and read it, we’ve pulled out a few key findings—and our take on what they mean for Atlassian users.

1. High-performing organizations use service portals—and not just in IT.

Eighty-eight percent of high performing organizations use service portals so their employees can access services, resources, and information, quickly and efficiently. Additionally, service desks are moving out of IT and into other areas of the enterprise with increasing frequency. The good news for companies whose IT teams already rely on Jira Service Management is that the tool is flexible enough to power service desks in Accounting, Facilities, Human Resources, Marketing—virtually any department that delivers services. 

2. High-performing organizations have a CMDB—it’s essential to operations.

One hundred percent of high-performing organizations have a Configuration Management Database (CMDB) so that they have a better understanding of their digital landscape, and that same 100% have said that they find it an essential part of their operations. This means companies whose IT teams already rely on Jira Service Management are going to want to take a closer look at Assets, the asset and configuration functionality in JSM, and make sure they’re maximizing the way they use it.

3. High-performing organizations have formal incident management processes—including tooling.

Ninety-five percent of high-performing organizations rely on formal incident management processes to resolve issues, and tooling plays a big part in that. Companies that use Jira Software and Jira Service Management are at a big advantage here. Since JSM is built on Jira, the IT Service Desk, it is straightforward for the development, operations, and service desk teams to all swarm to resolve the issue. The Atlassian toolset provides unmatched visibility and traceability throughout the process, with automation at every step to speed things along. 

To learn more, download the Forrester State of Service Management, 2022 report.