Atlassian Acquires ThinkTilt, Enhancing Jira Service Management

Atlassian has announced the acquisition of ThinkTilt, a Brisbane, Australia-based company specializing in the ProForma no-code/low-code form builder for Jira. The financial details of this transaction have not been publicly disclosed.

Strengthening ITSM Capabilities

This acquisition is strategically aimed at bolstering Jira Service Management, Atlassian’s offering within the IT service management (ITSM) sector. Launched in November 2020, Jira Service Management seeks to unify development and IT operations.

It also extends its capabilities to other departments, such as HR, legal, and finance, enabling them to establish their own service operations.

Growing Customer Base

According to Edwin Wong, Atlassian’s head of product for IT, the company currently serves over 30,000 customers utilizing Jira Service Management. This figure includes users who previously employed Jira Service Desk, as Jira Service Management incorporates rebranding and expanded ITSM features.

Value and Simplicity

“Customers consistently highlight the speed of value delivery and the reduced complexity compared to alternative ITSM solutions as key differentiators for Jira Service Management”, Wong stated. He emphasized the ease of setup, implementation, and ongoing maintenance.

Image Credits: Atlassian

Expanding Beyond IT

While initially focused on integrating developers and IT, Atlassian now emphasizes the role of IT in supporting service development across all business teams. This is particularly relevant in the context of evolving remote and hybrid work models.

Wong observed that employees now anticipate seamless digital experiences from their employers, mirroring their expectations in their personal lives.

Adapting to the Digital Workplace

Traditional methods of in-person communication are becoming less viable in remote settings. ThinkTilt, according to Wong, empowers businesses to “create exceptional customer and employee experiences, and facilitates this process quickly and efficiently.”

ProForma’s Feature Set

ProForma provides a comprehensive suite of tools for form creation, and boasts deep integration with both Jira and Jira Service Management. It also includes a library of over 300 pre-built templates for common business processes, such as candidate approval workflows in HR.

Wong highlighted the value of these templates, stating that Atlassian provides not only features but also practical guidance and expertise from the ThinkTilt team.

Demo Mode Availability

A noteworthy feature of ProForma is its fully functional demo mode, allowing potential users to experience the product firsthand before committing to a free trial.

Complementary Functionality

Jira Service Management already possesses the capability to build these workflows. However, ProForma enables teams, like HR, to efficiently capture necessary information, leveraging Jira Service Management as the operational backend.

Furthermore, existing workflows can be used to create forms, enhancing the overall user experience.

Accelerated Acquisition Pace

Over the past five years, Atlassian has typically acquired one to two companies annually. However, the acquisition of ThinkTilt represents the company’s fourth acquisition within the last 12 months, indicating an accelerating pace.

Recent acquisitions include visualization and analytics company Chartio (February) and helpdesk tool Halp and asset management company Mindville (2020). It is anticipated that this trend will continue as Atlassian seeks to capitalize on current market dynamics.