Atlassian engaged Forrester Consulting to conduct interviews with five representatives and carry out a Total Economic Impact™ (TEI) study to gain a deeper understanding of the advantages, expenses, and risks linked to Atlassian Jira Service Management. This report will concentrate on the AI features in Jira Service Management and their significance to the organizations.
Forrester found that traditional ITSM methods were insufficient for the rapidly changing digital environments and complex business landscape, requiring a more flexible, integrated solution.
Interviewees were in search of a service management platform that could be implemented across both IT and business teams, featuring new AI capabilities to improve collaboration, customer experience, and agent productivity. They aimed to utilize Atlassian’s AI-powered automation, machine learning, and generative AI (genAI) functionalities to optimize processes, minimize manual work, and deliver quicker, more precise responses to service requests, ultimately resulting in enhanced customer satisfaction and operational efficiency.
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The interviewees' organizations ranged from 3,000 to 14,000 employees and covered industries like financial services, food, home services, and entertainment.
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All interviewees were managers or higher in operations or service management, with a deep understanding of departmental service needs.
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These organizations used Jira Service Management for key functions such as service requests, incidents, problems, knowledge, change, and asset management.
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The interviewees used the Atlassian platform for IT support and business teams and had varying experience in genAI features. Three interviewees deployed the virtual service agent, and all used Atlassian Intelligence features.