2021 State of Service Management Report

Key insights on how Service Management is redefining the way teams work

In today's fast-paced world, all teams–not just IT–need to be digitally literate and leverage the power of technology to propel productivity. The State of Service Management 2021 Report shares key insights about how diverse teams-from Legal, HR, Marketing and beyond-use Service Management principles to address business challenges and improve ways of working. The report also takes a deep dive into the long-term benefits of Service Management, how it's shaping the modern enterprise, and best practices for automating workflows, collaborating smarter and optimizing service experiences.

Key Takeaways from the Report

In this report, you will learn about the challenges, practices, and drivers that have led companies to adopt Service Management strategies within their organizations. You'll also get insight into emerging trends in Service Management and how the framework contributes to business impact, employee wellbeing, and improving the service experience. Here are a few of the many key findings in the report:

  1. The majority of organizations (71%) have either started or are planning to use ITSM capabilities outside of IT.
  2. Customer service/support, Human Resources, Business Operations, and Facilities are just some of the departments now using Service Management principles in their own operations.
  3. Incident management (45%), knowledge management (40%), asset management (35%), and service catalog and/or self-service (34%) are the most shared Service Management practices.

2021 State of Service Management Graphic - Teams

The top three drivers for Service Management are: process standardization and optimization (22%), cost reduction (21%), and employee experience improvement (19%). Organizations with well-advanced Service Management strategies are more likely to have “process standardization and optimization” as the primary driver.

-2021 State of Service Management Report


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Recognized as Atlassian Enterprise Services Partner of the Year 2020, Praecipio Consulting has 15+ years of sharing our expertise with organizations across various industries and showing them the ropes for how they can leverage Atlassian’s cutting-edge software to optimize business processes and drive digital transformation. We have led hundreds of Service Management implementations, and we provide you with guidance on deploying tools and processes to connect and empower all business teams.

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2021 State of Service Management Graphic - Practices

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