It wasn’t more than three years ago that Atlassian doubled down on the ITSM market, introducing its first service management solution, Jira Service Management. Today, over 45,000 customers trust Atlassian as a modern ITSM platform. Atlassian continues to focus on further developing digital experiences for development, IT operations, and business teams.
Today, Atlassian is excited to share that they have now been placed in the Leaders category in the 2022 Gartner® Magic Quadrant™ for IT Service Management Platforms!

Developed by Atlassian, Jira Service Management is a web-based platform that makes it easy to manage and prioritize incoming incidents and service requests.

Jira Service Management can be used by all kinds of teams, but is mainly used as a service desk. With over 3,000 apps in the Marketplace, you can integrate tools that adapt Jira Service Management to your needs.

What makes a Leader in Gartner’s Magic Quadrant

Leaders has executed well with a broad market reach, strong customer awareness and adoption. These vendors have a clear vision that addresses relevant challenges faced by operations and development teams.

These include:

• The impact of product teams.
• Need to support agile and DevOps environments.
• Delivering impactful employee experiences.
• Applying AI and machine learning to make better use of data and collaboration in a remote or hybrid workplace.
  
  These suppliers demonstrate the levels of product, marketing and sales capabilities required for market acceptance.
  
  

Atlassian’s strategy

Atlassian’s strategy is aimed at providing a single platform that connects development and business teams, as well as operations and development teams. Atlassian caters to organizations of all sizes for ITSM solutions. Three core beliefs continue to drive Atlassian’s vision and investments in ITSM:

1. A desire to connect development and IT operations to accelerate work:
   As digital businesses continue to transform, they recognize the importance of unifying these teams so that work flows seamlessly from concept to design to building, launching, operating and supporting great product and service experiences.
   
   
2. Autonomy is paramount:
   Atlassian gives teams the flexibility and simplicity required to work quickly and operate with autonomy. However, it still allows for the common terminology, experience and administrative controls needed for coordinated work.
   
   
3. Desire to empower all service teams
   Teams outside of IT need to work with the same efficiency. Atlassian enables teams to adopt a service-oriented mindset and reduces reliance on central IT to provide rich service experiences to internal customers.
   

Below you can see Atlassian’s ranking in the Leaders category in the 2022 Gartner® Magic Quadrant™ for IT Service Management Platforms:

Gartner highlights the following strengths of Jira Service Management:

• Product innovation: Atlassian has a differentiated vision for the ITSM platform market, driven by its development experience, which is focused on product-centric thinking, federated ITSM models and collaboration. Atlassian invests a large percentage of its revenue in research and development. Compared to competitors of similar size, Atlassian holds a relatively large number of patents related to ITSM to protect its intellectual property.
  
  
• Targeted acquisitions: Through a series of targeted acquisitions, Atlassian has been able to rapidly enhance its ITSM platform capabilities in areas such as form design and configuration management. In particular, its acquisition of Percept.AI has enabled the platform to have built-in virtual agent technology on its short-term roadmap.
  
  
• New customer growth: In 2021, Jira Service Management was the fastest growing product in terms of new customers. This is based on the vendor offerings evaluated in Gartner’s ITSM Platforms 2022 report. Atlassian’s new customers range from small businesses to those with more than 5,000 licensed users.
  
  Source: Gartner

So what does this mean going forward?

At Aety, we hope that Atlassian’s ranking as Leader in Gartner’s Magic Quadrant 2022 for IT Service Management Platforms will make organizations consider Atlassian’s ITSM platform when facing this type of procurement. The ability to bring support and project management together on the same platform gives rise to a number of synergies without having to invest in expensive integrations.

Products such as Confluence and Jira Software/Work management are already implemented in most large organizations as the base platform for managing IT and business projects. This means that customers can easily extend their existing platform to support ITSM.

Aety continues to recognize the Atlassian ITSM platform as the best since it has once again been formally accredited by Gartner as an ITSM platform.

If you are interested in hearing more about the possibilities of an Atlassian ITSM solution, don’t hesitate to contact us!