Reasons why Atlassian is a leading ITSM solution according to Gartner

Atlassian keeps scaling! In the previous Gartner report, Atlassian was already consolidated as a "Visionary" solution in the Gartner Magic Quadrant 2021 for the Information Technology Service Management (ITSM) tools category. This time, in the 2002 report, Atlassian it's now positioned as a "Leader" solution, becoming one of the ITSM platforms of reference worldwide. This blog post will explain why Atlassian is a leading ITSM solution in the Gartner® Magic Quadrant™ 2022.

With more than 45,000 customers relying on Atlassian and Jira Service Management as a modern ITSM solution that enables teams to work fast and effectively, the growth Atlassian is achieving with this tool is unstoppable as it continues to put all of its focus on the collaboration of the different work experiences of development, IT operations, and business teams.

"Our mission in the field of service management remains the same as the day we started: to empower all service teams to go fast across the entire enterprise. More than 45,000 customers now rely on Jira Service Management to improve service delivery. We believe this citation from Gartner explicitly recognizes our unique approach, the value we provide to companies of all sizes, and our future vision for service management."

- Cameron Deatsch, Atlassian Chief Revenue Officer.

Aside from positioning itself in last year's report as a "Visionary" solution for Information Technology Service Management in the Gartner® Magic Quadrant™, since 2018 and 2019, Atlassian has been positioning itself in the Forrester Wave study as a top-performing tool, long before becoming the robust solution it's today.   

To understand what makes Jira Service Management a "Leader" choice in the Gartner Magic Quadrant in 2022, it's important to understand three key points driving Atlassian's vision and investment in ITSM:

1. Collaboration between IT, Development, and Operations teams

As companies have digitized and continue to transform, they increasingly recognize the importance of improving collaboration between these teams, allowing work to flow seamlessly from concept to design, build, launch, operation, and support of products and services, giving great value to customers, and users.

Therefore, Atlassian's vision is key. It seeks to drive teams' work to move faster (and more conveniently for the business) by tightening the communication and collaboration of development processes and IT operations. This will enable teams to respond better to change and deliver products and services faster.

2. The importance of autonomy and team alignment

Traditional approaches with centralized command and control I&O are vulnerable to many challenges at the level of distributed architectures, accompanied by the agile ways of working that we all know.

In this situation, Atlassian allows enterprise teams to be more flexible and work efficiently, providing them with the tools to move forward quickly and autonomously while maintaining the terminology, expertise, and administrative controls necessary to keep the work moving forward coordinately.

3. Turns all company teams into a service team

Following the same thread that seeks team alignment across the organization, this point is paramount, as non-IT teams need to operate with the same urgency and speed. Given this need, Atlassian makes it easy for business teams to adopt a service-oriented mindset, reducing dependency on the IT team, improving service (and customer experiences, whether external or internal), and enriching the quality of response or product delivered.

To understand in depth how Atlassian has managed to find these three keys, it's necessary to read the full report. There, it's specified which attributes make Jira Service Management a novel tool and how the constant work of research and development of the tool has allowed them to offer practical solutions in the day-to-day process of IT Service Management without neglecting the automated processes supported by Machine Learning and other Artificial Intelligence capabilities that have been enhanced with the acquisition announced in Team'22 of Percept.AI, for example. The tool's growth compared to previous years has been reason enough to achieve this recognition.

If you need to learn more about each aspect that makes this tool one of the best options on the market, download the full Gartner® ITSM 2022 Magic Quadrant™ report for free.

In September 2022, Deiser became one of the first partners worldwide to achieve Atlassian's ITSM specialization, recognizing the effort, the experience of Deiser's consultants, and our customers' success stories. This achievement allows us to help companies around the world to implement Jira Service Management precisely. Now's the best time to jump into enterprise-wide integrated service management, especially alongside Atlassian's leading tool, Jira Service Management.