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.
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.
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.
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.