What the 2018 Forrester Enterprise Service Management Wave report means for the future of enterprise service delivery
Forrester defines Enterprise Service Management (ESM) as "extending IT service management capabilities beyond technology services to address business-centric use cases; managing service demand and supply through a common platform, portal, and service catalog; and speeding up innovation and workflow automation through PaaS/low-code development tooling."
What's so amazing about the rise of ESM is that we see other departments following the service management tactics that IT traditionally owned. IT teams are leading the charge on digital transformations, and many of Atlassian's customers are using the same software and ITSM practices for HR, facilities, legal, and even marketing.
We're delighted that Forrester recognized Atlassian as a strong performer and the highest ranked vendor in ESM strategy. The Forrester ESM Wave covered 28 criteria and evaluated 12 vendors.
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