JIRA Service Desk + ChatOps Webinar Deck

Revolutionize Your IT Team

2

Atlassian focuses on helping teams

COMPLETE

ORGANIZE

SUPPORTIT

SOFTWARE

HR

MARKETING

ENGINEERING

DISCUSS

Challenges facing IT Teams

IT team

Business teams

Dev teams

IT team

“30% of organizations have moved ticket resolution closer to the service desk, reducing escalations when possible”

“67% wanted to provide a better customer experience.”*

* Top reason why organizations are changing Service Desks

Source: HDI, “Service Management, Not Just for IT Anymore”, 2014

There is a growing demand for quality service between users and IT. There is a growing demand for quality service between users and IT.

2014 Service Management 2014 Service Management StudyStudy

2014 Service Management 2014 Service Management StudyStudy

IT's Challenge To Deliver Better Customer Experience

“91% of end-users say they prefer self-service”

IT and Dev

IT not aligned with dev

realizing the value of agile dev methods

Dev adopting agile

working in separate tools

Organizational SilosIT and development processes are not aligned

IT Dev

Sources: Puppet Labs, “2015 State of DevOps Reports”, 2015

WALL

We understand the challenges facing IT

Business teams

IT teams

Dev teams

Better together

Business teams IT teams Dev team

Deliver end-to-end IT service management that's fast and agile for your organization

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Service Management software Service Management software Designed on JIRA and purpose built for IT and service Designed on JIRA and purpose built for IT and service

teamsteams

IT

Simple self-serviceSimple self-service Simple self-serviceSimple self-service

Integrated knowledgeIntegrated knowledge Integrated knowledgeIntegrated knowledge

ITIL workflowsITIL workflows ITIL workflowsITIL workflows

Streamlined ticket management Streamlined ticket management Streamlined ticket management Streamlined ticket management

Real-Time collaborationReal-Time collaboration Real-Time collaborationReal-Time collaboration

Powerful SLAs and ReportingPowerful SLAs and Reporting Powerful SLAs and ReportingPowerful SLAs and Reporting

AutomationAutomation AutomationAutomation

Why IT teams love JIRA Service Desk

IT

?

Ease of access to all Service Desks

???

Make it easy

to find help!

Simplified self-service users love!

11

Making knowledge accessible and actionable

12

KNOWLEDGE BASE

CUSTOMER PORTAL

Deflect requests with knowledge recommendations

13

Streamlined IT Service support

Powerful SLAs right out of the box

15

Proactive Service Support with SLAs

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Streamline service support with automation

Choose pre-defined automation rules; or

Create custom rules to streamline processes

SLA due

Ticket status changes

System goes down

Email is received

Ticket is approved

Send reminder

Escalate ticket

Create a ticket

Change priority

Grant access

JIRA issue resolved Update Incident

Configuring Automation with ease

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Ease of setup

• Level One• Level Two

• Level Two

• Level Two

• Level One

Big cool statistic

2,569Add-Ons in Marketplace

Ease of setup - IT Service Desk with ITIL workflows

Incident Management

Problem Management

Change Management

Service Request Management

ITIL workflows

IT meets DevOps

In 2015 the percentage of IT teams adopting DevOps (agile) passed 60%

Incident

Problem

Change

Bug

Code

Release

Linking Incidents to Issues

How a request becomes a feature

Customer Story

15,000+15,000+

Pricing that customers love!

For the Enterprise

Available for

High availability Instant scalabilityPerformance at scale

Why JIRA Service Desk?

A New Approach to Service Management

Super simple to useSuper simple to use Focused on the end user and an experience they will loveFocused on the end user and an experience they will love Super simple to useSuper simple to use Focused on the end user and an experience they will loveFocused on the end user and an experience they will love

Affordable pricingAffordable pricing JSD pricing is a win for customersJSD pricing is a win for customers Affordable pricingAffordable pricing JSD pricing is a win for customersJSD pricing is a win for customers

Single platform for your IT and Dev TeamsSingle platform for your IT and Dev Teams Fully integrated with JIRA.Fully integrated with JIRA. Single platform for your IT and Dev TeamsSingle platform for your IT and Dev Teams Fully integrated with JIRA.Fully integrated with JIRA.

Flexibility IT and service teams loveFlexibility IT and service teams love Easily adapt JIRA Service Desk to any support processEasily adapt JIRA Service Desk to any support process Flexibility IT and service teams loveFlexibility IT and service teams love Easily adapt JIRA Service Desk to any support processEasily adapt JIRA Service Desk to any support process

ChatOps

Place the tools in the middle of the conversation

Collaborate in real-time

Lower MTTR

Leverage team knowledge

• Automation on top of JSD features• Improves SLA• Creates a room & auto invites agents• Marketplace release pending- JIRA add-on

+ Integration

Demo

?

Customer Portal

KnowledgeCentric-

Support

Streamlined Ticket

Management

Service Desk

Configuration

SLAs

Automation

+

Thank you for attending!

Q&A SessionQ&A SessionQ&A SessionQ&A Session

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