The Total Economic Impact™ of Atlassian Jira Service Management

e-Core • July 26, 2023

Forrester study reveals 277% ROI of Atlassian for ITSM, empowering modern operations and support teams


Forrester calculates a 277% ROI of Atlassian for ITSM.


The rise of distributed teams is challenging traditional norms of team structure and ways of working. Modern operations and support teams must come together to deliver great digital service experiences. But deciding which ITSM platform can connect your Dev, IT, and business teams while delivering the greatest value can be difficult.


That’s why we asked Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises realize by deploying Jira Service Management.


Through customer interviews and data aggregation, Forrester concluded that Jira Service Management has the following three-year financial impact:

  • Realized a 277% return on investment (ROI)
  • Recovered 155 hours per month for IT operations teams
  • Improved service desk productivity by $1.4 million
  • Saved $2.0 million by switching from a legacy ITSM product


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