Total Economic Impact Study of Atlassian Jira Service Management

This document is a Total Economic Impact™ study conducted by Forrester Consulting, commissioned by Atlassian, to evaluate the financial implications of deploying Jira Service Management. The study aims to provide organizations with a framework to assess the potential return on investment (ROI) associated with the implementation of this service management solution. The findings are based on interviews with representatives from five organizations utilizing Jira Service Management, which highlighted the transition from traditional IT service management approaches to a more integrated and agile solution. The study outlines various benefits, including improved service desk productivity, enhanced end-user productivity, and cost savings from retiring previous solutions. It also details the costs associated with the implementation and ongoing management of the platform. The analysis indicates a net present value (NPV) of $6.97 million and an ROI of 275% over three years, demonstrating significant financial benefits for organizations adopting Jira Service Management.