The Forrester Wave™: Enterprise Service Management, Q4 2023

What the 2023 Forrester Wave Enterprise Service Management report means for the future of enterprise service delivery

Forrester's definition of Enterprise Service Management (ESM) highlights its potential to revolutionize enterprise service delivery. ESM goes beyond the traditional IT service management capabilities and encompasses all departments of the organization. It manages service demand and supply through a common platform, portal, and service catalog, while accelerating innovation and workflow automation through PaaS/low-code development tooling.

“Atlassian simplifies team collaboration across the enterprise.” - Forrester Research

The rise of ESM is remarkable because it encourages departments to follow the same service management tactics that IT traditionally owned. This has led to cross-functional collaboration and improved service delivery across the entire organization. IT teams are at the forefront of digital transformations, and Atlassian's customers are leveraging the same software and ITSM practices for HR, facilities, legal, and marketing.

Atlassian's recognition as the highest-ranked vendor in ESM strategy by Forrester is a testament to their dedication to providing the best solutions for their customers. As ESM continues to gain momentum, organizations need to adopt a service management approach that extends beyond IT to improve business-centric use cases.

We're delighted that Forrester recognized Atlassian as a Leader, Strongest Performer and the highest-ranked vendor in ESM strategy. The Forrester ESM Wave covered 24 criteria and evaluated 12 vendors.

To learn more about Jira Service Management and Enterprise Service Management, contact E7 Solutions.