Forrester’s 2019 Wave Shows Strength of Atlassian Jira Service Management (formerly Service Desk)

January 10, 2020

Forrester has released their 2019 “Wave” graph for enterprise software management tools showing that as well as having a sizable market-share, Atlassian’s Jira Service Management (formerly Service Desk) leads the pack in strategic vision.  It further underscores the bizarre “two universes” between Gartner and Forrester.

We hope that Gartner will get the message that it is myopic to disregard approved/fully supported third-party apps from Atlassian’s Marketplace. Further, it is shortsighted and ignores the reality that other offerings such as Salesforce have an identical marketplace model. Atlassian boasts 1000+ vendors with 3000 apps making the Confluence/Jira suite one of the most powerful productivity suites in the world today.

They also state that in incident management, Jira Service Management (formerly Service Desk) “approaches best-in-class status”. This is due in part to Atlassian’s acquisition of a number of business that are now connected such as Status Page and Opsgenie.

Take a look below to see the results:

Do you need to be best in class or connected?

Recently we did a webinar with Pink Elephant highlighting the benefits of an end to end view of the ESM space.  ITIL now spans the enterprise – for your interest we mapped out the Atlassian offerings across the spectrum. According to Troy Du Moulin, integration across the enterprise is more important than best in breed point solutions.