Leveraging Jira Service Management (JSM) to Reduce Costs and Increase ROI During Business Downturns

In the face of economic recessions or business downturns, organisations are often compelled to reassess their operational costs and seek ways to maximise their return on investment (ROI). One such way is through the strategic deployment of Jira Service Management (JSM), a robust tool designed to streamline operations, reduce costs, and enhance productivity.

Cost Reduction with JSM

JSM offers a more cost-effective solution compared to its peers in enterprise-grade customer service solutions. It provides better value and cost reduction, especially for external support teams. The platform's customer service capabilities are available on all plans, making it accessible for businesses of all sizes.

Moreover, JSM eliminates the need for costly integrations by providing visibility from development to support and vice versa, all on the same platform. This connectivity reduces the need for additional software and the associated costs, thereby reducing overall operational expenses.

Increasing ROI with JSM

JSM not only helps in cost reduction but also significantly contributes to increasing ROI. According to a study by Forrester, a composite customer saved $2.1 million over three years by switching to JSM. This saving was a result of reduced license costs, professional services, and ongoing maintenance.

Furthermore, JSM improves efficiency, leading to a decrease in handling time per ticket. This efficiency gain translates into significant time and cost savings for IT operations, thereby increasing the ROI. For instance, the Forrester study found that the composite customer realized a 277% ROI over three years.

JSM also helps avoid revenue loss by enabling faster problem resolution. When incidents occur, the faster they are resolved, the quicker the business can return to normal operations, thereby minimizing potential revenue loss.

Expensive Legacy Tooling

Expensive legacy ITSM tools can have a significant negative impact on businesses. They often come with a high cost and complexity that can hinder the delivery of value and slow down the flow of work.

Traditional ITSM tools can feel rigid and siloed, making it difficult for teams to share knowledge and collaborate effectively. This is especially true for tools that require the use of different modules or add-ons for each team. Furthermore, these tools can be difficult to deploy and maintain without consultants, leading to additional costs and delays.

They can also result in ticket overload and too much manual work, requiring more personnel and leading to less motivated employees due to repetitive tasks. The lack of native integrations or a unified platform across development and operations teams can result in siloed tools, leading to a lack of visibility and collaboration. This can slow down processes for resolving incidents and shipping changes, leading to poor customer experiences.

Leading ITSM Tool for Strategy

Atlassian's JSM has been recognised as a leader in the Forrester Quadrant for strategy, demonstrating a commitment to providing innovative and effective solutions for businesses.

This recognition is a testament to the strategic approach in the Enterprise Service Management (ESM) landscape, where Atlassian prioritise digital-first customers with a significant Jira Software footprint. Atlassian's strategy has been lauded for its effectiveness, particularly in the realm of service management. We've been acknowledged for our ability to help agile teams work more effectively, and for our successful implementation of DevOps. Atlassian's strategy is seen as right-sized, economical, and offering faster time to value. This recognition from Forrester underscores the position as a market leader and validates the ongoing efforts to deliver top-tier enterprise solutions.

The Benefits of a single solution for DEV and IT

• Improved Collaboration and Visibility: JSM's native integration with Jira Software means seamless workflows between Development and IT, all on one platform. This unified platform improves collaboration and provides more visibility and insight into the company's operations.
• Cost-Effective: JSM provides a more cost-effective solution compared to using multiple tools. It eliminates the need for costly integrations and reduces the need for additional software and the associated costs.
• Ease of Use: JSM is designed to be user-friendly, making it accessible for teams across the organization. This is in contrast to multiple tools which can often lead to confusion and a steeper learning curve.
• Security and Compliance: With a single solution, it's easier to maintain security and compliance standards. This is because there's only one system to monitor and secure, reducing the complexity and potential for security gaps.
• Reduced Complexity: Managing multiple tools can be complex and challenging. With JSM, you have one tool to manage, making it easier to maintain and upgrade.

Using a single solution platform like Atlassian / Jira Service Management can lead to improved efficiency, better collaboration, cost savings, and reduced complexity. It's a strategic choice for businesses looking to streamline their operations and maximise their return on investment.

In times of economic uncertainty or business downturns, JSM emerges as a powerful tool for businesses to reduce costs and increase ROI. Its cost-effective plans, efficiency gains, and potential for significant ROI make it an ideal choice for businesses seeking to weather challenging economic conditions and emerge stronger.

https://www.atlassian.com/whitepapers/forrester-total-economic-impact-atlassian-for-itsm