The Total Economic Impact™ of Atlassian Jira Service Management

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.