Strategic Resources for Data-Driven Teams

Key Findings

• Return on Investment (ROI): 275% over three years
• Net Present Value (NPV): $6.97 million
• Payback Period: Less than 6 months

Business Benefits

• Improved Support Team Productivity: 10% reduction in request volume and 15% faster resolution
  time led to over $1.4M in savings over three years.
• Increased End-User Efficiency: With faster ticket handling, users saved ~5 minutes per request
  — resulting in $408K in value.
• Optimized IT Operations: Improved cross-team collaboration and visibility saved 115
  hours/month, equaling $74K over three years.
• Cost Savings on Licensing and Maintenance: Switching from legacy systems saved up to $2M in
  licensing costs alone.

Additional Advantages

• Cross-Team Collaboration: Seamless integration with Jira Software unifies IT, operations, and
  development workflows.
• Higher User Satisfaction: Thanks to faster resolutions and increased transparency.
• Flexibility & Scalability: Jira Service Management supports both IT and business teams on a
  single platform.

Key Findings

• 275% ROI over three years.
• $6.97 million NPV with payback in under 6 months.
• Major improvements in productivity, collaboration, and cost savings.

Business Benefits

• $1.4M saved by increasing support team efficiency (10% fewer tickets, 15% faster resolution).
• $408K in value from end-user productivity gains (5 minutes saved per ticket).
• $74K saved in IT operations by reducing duplicated efforts and delays.
• $2M+ savings from switching away from legacy ITSM systems.

Additional Advantages

• Seamless collaboration between IT, Ops, and Dev teams.
• Strong user satisfaction due to transparency and responsiveness.
• Scalable architecture supporting agile, cross-functional teams.
• Built on Atlassian Forge: zero data leakage and strong security posture.

Key Findings

• Traditional ITSM tools hinder agility and decentralization.
• High-performing teams operate with local autonomy but remain aligned via shared practices.
• Atlassian’s approach to ITSM enables flexibility across business units.

Business Benefits

• Enables faster delivery of services across IT and business teams.
• Reduces service bottlenecks through distributed ownership.
• Helps IT scale without introducing heavy processes.

Additional Advantages

• Aligns Dev, Ops, and business through a unified platform.
• Supports rapid incident resolution through cross-team visibility.
• Empowers non-IT teams to manage services with structure.

Key Findings

• ESM extends ITSM principles to HR, legal, finance, facilities, and more.
• Many teams struggle with scattered request handling and lack of ownership.
• Jira Service Management supports enterprise-wide visibility and consistency.

Business Benefits

• Standardizes request handling across all departments.
• Empowers teams to manage their own workflows without technical dependency.
• Eliminates tool sprawl and siloed service processes.

Additional Advantages

• One platform for managing IT and non-IT services.
• Low-code/no-code setup allows rapid onboarding of new teams.
• Scales service delivery with reduced operational overhead.

Key Findings

• Many enterprises operate hybrid ITSM landscapes.
• Integration with legacy or third-party tools is often a challenge.
• Jira Service Management can co-exist and streamline fragmented systems.

Business Benefits

• Reduces cost by consolidating tools where possible.
• Allows gradual migration from legacy ITSM platforms.
• Connects teams through shared context and live data.

Additional Advantages

• Centralized reporting across systems.
• Easy integration with APIs and connectors (e.g., Freshdesk, Cherwell).
• Flexibility to manage transitions without disrupting services.

Key Findings

• Agile and DevOps have changed how service management must operate.
• Static ITIL-only approaches are too slow for today’s business needs.
• Jira Service Management supports modern ITSM out-of-the-box.

Business Benefits

• Brings agility to IT operations with sprint-based service management.
• Reduces incident resolution time with team-based ownership.
• Increases visibility into service health and work progress.

Additional Advantages

• Templates and workflows for change, incident, and problem management.
• Deep integrations with Confluence, Bitbucket, and Jira Software.
• Guidance for adopting ITSM without excessive overhead or training.