This week, with the launch of Jira Service Management, Atlassian’s ITSM products have further expanded into the traditional ready-made ServiceNow field.
Jira Service Management will replace Jira Service Desk Cloud in the next three weeks and provide automatic updates for cloud customers. The new product integrates Opsgenie’s event management functions more deeply, without the need for cloud customers to purchase separately. It also completes the automated risk assessment and change management workflow based on the company’s acquisition of Automation for Jira’s no-code change management workflow tool in 2019.
In addition, Atlassian revealed plans to acquire Mindville Insight from July in its future version of Jira Service Management to add asset and configuration management capabilities. Analysts said that this move will mark Atlassian’s first serious entry into the change management database, and ServiceNow is the leading field in this regard.
Charles Betz, an analyst at Forrester Research who tracks enterprise service management including ITSM products, said: “All of these are excellent incremental content that can be more firmly positioned in the ESM field.” Forrester on ESM products in 2019 In the Wave report, Atlassian’s Jira Service Desk was described as an “excellent performer”, but ServiceNow was called a “leading player in the large enterprise market”.
Betz said that increased change management automation and asset management capabilities will help improve Atlassian’s competitive advantage with ITSM, provided it can integrate acquisitions well.
Bates said: “In the past, they scored very low on basic data management, with very few basic registries.” The change management database has a reputation for being difficult to manage, but “whether it’s CMDB or other repositories, you need Data management to track services, support teams and major configuration items. The only thing worse than having a CMDB is that there is no “addition.”
Betz said that although ServiceNow maintains its leading position, “it is a wise choice to focus on Atlassian wisely because Atlassian has thought share and market share in terms of developers.”
Best supplier to eat [Atlassian]The lunch is on the entire map, but they have a complete end to end [ESM product line] They are the first to get there.
Charles BatesForrester Research Analyst
For this reason, ServiceNow has no products that directly compete with BitBucket Pipelines and core Jira issue tracking.
“The best supplier to eat [Atlassian]Lunches are all over the map, but they have a complete end-to-end [ESM product line] They are the first to get there. “Bates said.
Atlassian ITSM wants to follow the DevOps trend
Although Atlassian plans to stop selling its server licenses in 2021 and discontinue support for these products in 2024, the server and data center versions of Jira Service Management will be available in the coming weeks.
However, this release will continue to shift the vendor’s strategic focus to cloud products, as Jira Service Desk Cloud customers will get Opsgenie features in the free plan (such as major incident management), while local customers must purchase Opsgenie licenses separately, according to Atlassian Frequently Asked Questions.
Atlassian officials said that although volume discounts for the highest-level Jira Service Desk Cloud standard and premium license levels will drop slightly, the vast majority of Jira Service Desk Cloud customers will receive Jira Service Management without price increases. They did not specify how much.
Betz said that Atlassian ITSM’s focus on cloud computing and developers will differentiate it from earlier ITSM vendors, which have a long history of local products, and these products must adapt to DevOps trends.
Atlassian’s new ITSM product Jira Service Management incorporates Opsgenie incident response capabilities.
Recently established event management vendors, including Opsgenie, Splunk’s VictorOps, PagerDuty, and xMatters, were made to a certain extent in response to the failure of traditional ITIL to handle major events. This was considered too slow and the form of ticket processing fell into The predicament. To Bates.
He said: “Information comes from other fields, such as police, fire and forest service departments, who have responded to ITSM incidents through these next-generation incident management vendors.” Now, with the increase of ESM products, modern incident management practices are expanding These products provide IT-style help desks and incident response to legal, facilities, human resources and other non-IT corporate teams.
“Events are events-they have different degrees, but [are] Betz said. “This is why Atlassian must finally integrate Opsgenie into a seamless model [workflow] Use Jira Service Desk. “
Betz said that automated risk and change management is also becoming more popular among agile and DevOps IT practitioners.
He said: “Traditional change management is very subjective, but newer tools provide a more objective change risk score, which is judged by the system rather than humans, similar to the risk readiness score in DevOps tools.” “Ready to release. And change risk assessment automation has evolved into one of the seamless risk management steps in the digital pipeline.”
