Atlassian: Leader in The Forrester Wave™ Q4 2023

At the end of 2023, Forrester published its annual report The Forrester Wave™: Enterprise Service Management, Q4 2023, a comprehensive report evaluating and ranking key vendors in the Enterprise Service Management (ESM) market based on a number of criteria related to their strategy, current offerings and market presence.

And yes, as we mentioned in the headline, Atlassian has been named a leader in The Forrester Wave™. In addition to being a leader, they received the highest possible score in the strategy category, which strongly reinforces the investments Atlassian has made in this area, as well as the value delivered to customers.

But what does it really mean to be named a leader in The Forrester Wave™?

Vendors named as leaders have the highest composite scores in the categories of strategy (horizontal axis) and current offering (vertical axis). In general, leaders have the market share, credibility, marketing and sales capabilities necessary to drive the implementation and acceptance of new technologies in any company. The size of each vendor’s marker (circle) in the graph indicates its market presence: based on revenue and number of customers.

How does Forrester define enterprise service management?

Forrester sees enterprise service management (ESM) as a platform that extends IT service management capabilities beyond technology services. To address business-centric use cases; manage service demand and supply through a common platform, portal and service catalogue; and accelerate innovation and workflow automation through PaaS/low-code development tools.

ESM platforms provide a unified service portal and support common IT service management (ITSM) processes for incident, change and service request management. Service management functions have been tailored to also serve lines of business, enable collaborative work management (CWM), integrate with the developer pipeline and enable an enterprise shared services operating model. ESM also incorporates robust features into the core platform to enhance service delivery across all use cases.

What does Forrester say about Atlassian?

Extracting specific mentions of Atlassian from the full report, these are the most relevant quotes:

Atlassian’s key:

Atlassian simplifies team collaboration across the enterprise. As a new ESM entrant, Atlassian’s differentiated vision is to deliver a comprehensive and integrated set of tools that seamlessly connect development, IT and business teams to foster greater collaboration and workflow efficiency across the entire service delivery lifecycle. With a focus on innovation, the product stands out in the market as the platform that unites knowledge workers across functional divisions and provides end-to-end support to developers.

About the future of Jira Service Management:

Built with input from customers, advisory boards and partner ecosystems, its roadmap includes a variety of investments, such as advanced automation and orchestration, unified support and product analytics that enable end-to-end visibility of the product lifecycle.

But Atlassian being an ESM leader is far from new. Back in 2021, Forrester Research named Atlassian a leader, and in 2022, Gartner named Atlassian a leader in its Magic Quadrant.

Why is this recognition important?

For TecnoFor, as a Platinum Solution Partner of Atlassian, this recognition is important to have even more reasons to argue why the Atlassian ecosystem is not only one of the best options in the market, but will continue to improve and strengthen its position. This external recognition is in charge of validating the key points between all the providers and offering all the necessary arguments when it comes to making decisions on the part of our clients.

For our customers, this recognition validates the decision they have made and gives them a strong case for the whole organisation. Atlassian has the best strategy and vision of any vendor in the market, 50,000 companies worldwide have already trusted Jira Service Management so far and therefore the solution is one of the fastest growing in the market.

The year is still in its early stages, but we already know a lot of what will be new features in 2024. We have no doubt that Atlasian will not only stay in the race, but will continue to occupy the top positions on the podium 😉