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Slides for the JIRA Service Desk presentation on September 26, 2014 in Tokyo, Japan.
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#jiraservicedesk
(JSD hashtag slide, opener) Good morning! Let’s do a quick poll - raise you hand if you are part of IT? If you are in IT raise your hand! !Thank you. (Counts audience)——Looks like about XX% of your are on an IT team. !Great to have IT teams in the room, we love IT teams! !Those of you not on IT, don’t worry, we love you too! As Mike indicated in yesterday’s Keynote - and we will talk about it more today: Service Desk is not just for IT teams!
ADAM LASKOWSKI • サポートマネジャー • ATLASSIAN • @FAETHアダム・ロスコスキー
Getting More Done, Faster: The Power of JIRA Service Desk
I bet most of you are here because you love JIRA. We all love JIRA! !If you were at Summit last year. You may remember that (CLICK) a key reason we created Service Desk on top of JIRA was that close to 40% of you were already using JIRA as a SD! !So we owe you a ton of gratitude for showing us the way. Thank you!! :) !Thanks to you guys it’s been a big year for Service Desk!
I bet most of you are here because you love JIRA. We all love JIRA! !If you were at Summit last year. You may remember that (CLICK) a key reason we created Service Desk on top of JIRA was that close to 40% of you were already using JIRA as a SD! !So we owe you a ton of gratitude for showing us the way. Thank you!! :) !Thanks to you guys it’s been a big year for Service Desk!
I bet most of you are here because you love JIRA. We all love JIRA! !If you were at Summit last year. You may remember that (CLICK) a key reason we created Service Desk on top of JIRA was that close to 40% of you were already using JIRA as a SD! !So we owe you a ton of gratitude for showing us the way. Thank you!! :) !Thanks to you guys it’s been a big year for Service Desk!
1,700We launched less than a year ago in Oct and already have 1,700 customers. Isn’t that awesome? Thanks to you SD is the fastest growing product in Atlassian’s history! !1,700 customers, and many more teams as many of you are using more than 1 Service Desk. !SD is a bit like great tasting potato chips - no one can have just one!
1,700We launched less than a year ago in Oct and already have 1,700 customers. Isn’t that awesome? Thanks to you SD is the fastest growing product in Atlassian’s history! !1,700 customers, and many more teams as many of you are using more than 1 Service Desk. !SD is a bit like great tasting potato chips - no one can have just one!
112Service Desks at one company
The current record we are aware of is 112 Service Desks at one customer. We’ll talk about them more later in the presentation.
- With 2.0 we are changing our pricing - you now have unlimited customers, and a price per agent of $25 per agent per month. Unlimited customers, and $25 per agent per month! !
- One low price, all the features! !- Unlimited customers, probably sounds like a bad idea if you’re on an IT team. The last thing you want is an endless line of people tapping
you on the shoulder!
$0 | customer
- With 2.0 we are changing our pricing - you now have unlimited customers, and a price per agent of $25 per agent per month. Unlimited customers, and $25 per agent per month! !
- One low price, all the features! !- Unlimited customers, probably sounds like a bad idea if you’re on an IT team. The last thing you want is an endless line of people tapping
you on the shoulder!
$0 | customer
$25 |agent
- With 2.0 we are changing our pricing - you now have unlimited customers, and a price per agent of $25 per agent per month. Unlimited customers, and $25 per agent per month! !
- One low price, all the features! !- Unlimited customers, probably sounds like a bad idea if you’re on an IT team. The last thing you want is an endless line of people tapping
you on the shoulder!
We hear ya… !We know it’s not easy to be IT these days— we love IT teams and want to change that. Let me tell you a story. !(CLICK) This is our JIRA Service Desk General Manager, DDA. He loves coffee.
Didier MorettiGeneral Manager, Service Desk
We hear ya… !We know it’s not easy to be IT these days— we love IT teams and want to change that. Let me tell you a story. !(CLICK) This is our JIRA Service Desk General Manager, DDA. He loves coffee.
While visiting Atlassian’s Sydney office a couple weeks ago, he felt like he was spending more time standing in line at the coffee stands, than he did on the 13 hour flight to get there. People in Sydney love their coffee and coffee rush hour is literally anytime from 8 o’clock to 4 o’clock, and then (boom) it’s beer o’clock. !Coming back to coffee - He looked around and started to realize that almost all the folks in line were tourists.
What he didn’t know is that everyone uses an app to order coffee from their desk. It’s a service called “Beat the Q” that lets you order your coffee before you get to the cafe so you don’t have to stand in line.
What he didn’t know is that everyone uses an app to order coffee from their desk. It’s a service called “Beat the Q” that lets you order your coffee before you get to the cafe so you don’t have to stand in line.
Placeholder image
How does DDA’s love of coffee relate to IT’s place in the business? !Your colleagues, and all of us, are used to great consumer SERVICES like ‘Beat the Q.’ There are cool apps for almost everything, with great experiences, and we won’t settle for anything else. !You can probably agree that most of your interactions with traditional IT Service Desks do quite not live up to those consumer app expectations. !
Placeholder image
How does DDA’s love of coffee relate to IT’s place in the business? !Your colleagues, and all of us, are used to great consumer SERVICES like ‘Beat the Q.’ There are cool apps for almost everything, with great experiences, and we won’t settle for anything else. !You can probably agree that most of your interactions with traditional IT Service Desks do quite not live up to those consumer app expectations. !
!…and probably feel more like this - waiting, a bit frustrated.
!…and probably feel more like this - waiting, a bit frustrated.
(Intentionally blank slide) We all expect a consumer-type experience. !We should ask - why hasn’t this happened in IT yet? !!
Most IT vendors focus on internal IT processes - it’s necessary, and there is a lot to do. !BUT..it’s very hard to do all that, and to do what the consumer services do well - completely focus on the customer and re-invent the service from the customer’s POV !Well, we take a different approach, learning from the consumer services
Demand
Financial
Strategy Generation
Service Portfolio
Service Catalog
Service Level
Capacity
Availability
Service Continuity
Information Security
Knowledge
Change
Asset and Configuration
Release and Deployment
Incident
Problem
Event
Request Fufillment
Access
Operations
128 Service Design Service Transistion Service Operations Continual Service Improvement
Service Measurement
Service Reporting
Service Improvement
Transision Planning and Support
Service Validation and Testing
Service Desk
Application
Technical
IT Operations
Most IT vendors focus on internal IT processes - it’s necessary, and there is a lot to do. !BUT..it’s very hard to do all that, and to do what the consumer services do well - completely focus on the customer and re-invent the service from the customer’s POV !Well, we take a different approach, learning from the consumer services
First and foremost, (CLICK) we completely focus on the customer, and seek to re-invent the service to provide a great experience for your customers. One large part of a great experience is how well a team works together to service customers. So we’ve taken (CLICK) the collaboration features you all love about JIRA and Confluence to enable service teams to work together quickly and well to deliver the best possible experience. !Finally it’s all about results. With Service Desk (CLICK) we make it easy for you to set goals, track progress, and drive rapid improvements. This way you can deliver results, and demonstrate those results to anyone who asks.
Customer
First and foremost, (CLICK) we completely focus on the customer, and seek to re-invent the service to provide a great experience for your customers. One large part of a great experience is how well a team works together to service customers. So we’ve taken (CLICK) the collaboration features you all love about JIRA and Confluence to enable service teams to work together quickly and well to deliver the best possible experience. !Finally it’s all about results. With Service Desk (CLICK) we make it easy for you to set goals, track progress, and drive rapid improvements. This way you can deliver results, and demonstrate those results to anyone who asks.
First and foremost, (CLICK) we completely focus on the customer, and seek to re-invent the service to provide a great experience for your customers. One large part of a great experience is how well a team works together to service customers. So we’ve taken (CLICK) the collaboration features you all love about JIRA and Confluence to enable service teams to work together quickly and well to deliver the best possible experience. !Finally it’s all about results. With Service Desk (CLICK) we make it easy for you to set goals, track progress, and drive rapid improvements. This way you can deliver results, and demonstrate those results to anyone who asks.
First and foremost, (CLICK) we completely focus on the customer, and seek to re-invent the service to provide a great experience for your customers. One large part of a great experience is how well a team works together to service customers. So we’ve taken (CLICK) the collaboration features you all love about JIRA and Confluence to enable service teams to work together quickly and well to deliver the best possible experience. !Finally it’s all about results. With Service Desk (CLICK) we make it easy for you to set goals, track progress, and drive rapid improvements. This way you can deliver results, and demonstrate those results to anyone who asks.
We’ve seen this model across the board. It started in SW Dev and in IT. Let’s take IT. A customer (CLICK) needs a new laptop !The Service Desk team collaborates to create the PO, receive the package, load all the software, stick and asset tags - all things that need to happen behind the scenes to get your customer his laptop with the right configuration and at the right time. !This is what SD is designed to do - help teams collaborate to better service a customer. This type of interaction between a customer and a team collaborating doesn't just happen with IT.
Laptop?
We’ve seen this model across the board. It started in SW Dev and in IT. Let’s take IT. A customer (CLICK) needs a new laptop !The Service Desk team collaborates to create the PO, receive the package, load all the software, stick and asset tags - all things that need to happen behind the scenes to get your customer his laptop with the right configuration and at the right time. !This is what SD is designed to do - help teams collaborate to better service a customer. This type of interaction between a customer and a team collaborating doesn't just happen with IT.
We’ve seen this model across the board. It started in SW Dev and in IT. Let’s take IT. A customer (CLICK) needs a new laptop !The Service Desk team collaborates to create the PO, receive the package, load all the software, stick and asset tags - all things that need to happen behind the scenes to get your customer his laptop with the right configuration and at the right time. !This is what SD is designed to do - help teams collaborate to better service a customer. This type of interaction between a customer and a team collaborating doesn't just happen with IT.
A/B Test
We’ve seen this model across the board. It started in SW Dev and in IT. Let’s take IT. A customer (CLICK) needs a new laptop !The Service Desk team collaborates to create the PO, receive the package, load all the software, stick and asset tags - all things that need to happen behind the scenes to get your customer his laptop with the right configuration and at the right time. !This is what SD is designed to do - help teams collaborate to better service a customer. This type of interaction between a customer and a team collaborating doesn't just happen with IT.
E-mail?
A customer can be (CLICK) a product manager asking the marketing team to help test a new landing page for their marketing campaign !Or (CLICK) a colleague asking for a contract to be reviewed by the legal team. !All these teams share the need to collaborate to serve a customer.
A customer can be (CLICK) a product manager asking the marketing team to help test a new landing page for their marketing campaign !Or (CLICK) a colleague asking for a contract to be reviewed by the legal team. !All these teams share the need to collaborate to serve a customer.
Contract?
A customer can be (CLICK) a product manager asking the marketing team to help test a new landing page for their marketing campaign !Or (CLICK) a colleague asking for a contract to be reviewed by the legal team. !All these teams share the need to collaborate to serve a customer.
E-mail?Contract?
A customer can be (CLICK) a product manager asking the marketing team to help test a new landing page for their marketing campaign !Or (CLICK) a colleague asking for a contract to be reviewed by the legal team. !All these teams share the need to collaborate to serve a customer. !
E-mail?
A customer can be (CLICK) a product manager asking the marketing team to help test a new landing page for their marketing campaign !Or (CLICK) a colleague asking for a contract to be reviewed by the legal team. !All these teams share the need to collaborate to serve a customer. !
?
In improving Service Desk, we’ve been talking to all these teams to focus on the most important challenges keeping them, maybe you, awake at night. !What we found is 4 key challenges that we’ve been hearing from you regarding IT: We’re hearing these 4 questions come up over and over again…..
We talked about how important this is - got to have it!
How can I give my users a
consumer grade experience?
We talked about how important this is - got to have it!
The second one is, “How to go faster?” !Helping customers go faster when they need help or have a request and helping SD teams go fast in servicing customers.
How can Ido more,faster?
The second one is, “How to go faster?” !Helping customers go faster when they need help or have a request and helping SD teams go fast in servicing customers.
You need for a much more collaborative approach. This is because you have to cover a much broader range of technologies & issues than ever before - the only way to do that is with a more open, collaborative approach to SD.
my team better
together?
How can work
You need for a much more collaborative approach. This is because you have to cover a much broader range of technologies & issues than ever before - the only way to do that is with a more open, collaborative approach to SD.
How can I add more value
to my company?
Last, buy not least, is the need to add and demonstrate value to the business.
Do more, faster
Consumer grade
experience
Work better
together
Add more value
Those are the 4 key challenges we’ve heard from your IT and other teams. To address these challenges, you need a new kind of Service Desk. I am going to explain how JSD addresses these, using a car analogy. !If you think about a Service Desk it’s kind of like a car. You use to it when you want to get from A to B, and as they say mileage and experience may vary. It can be a great ride, or a terrible one where you can’t wait to get out. Let’s start with traditional Service Desks that are out there. Not a great ride as you are about to see…
Your old Service Desk is like an old van. It’s a bumpy ride, can be a bit smelly… you get the idea. Not much fun to drive and even less fun to be a passenger. It kinda works, but no one is exactly jumping to get in!
Your old Service Desk is like an old van. It’s a bumpy ride, can be a bit smelly… you get the idea. Not much fun to drive and even less fun to be a passenger. It kinda works, but no one is exactly jumping to get in!
That poor experience means no one uses it. People find ways around it. They send emails, try chat, tap agents on the shoulder, (CLICK) even stalk them in the cafeteria.. !Agents get bombarded with requests that are hard to track and chaos ensues, making life hard for the agent, and a poor experience for customers !First things first..
That poor experience means no one uses it. People find ways around it. They send emails, try chat, tap agents on the shoulder, (CLICK) even stalk them in the cafeteria.. !Agents get bombarded with requests that are hard to track and chaos ensues, making life hard for the agent, and a poor experience for customers !First things first..
That poor experience means no one uses it. People find ways around it. They send emails, try chat, tap agents on the shoulder, (CLICK) even stalk them in the cafeteria.. !Agents get bombarded with requests that are hard to track and chaos ensues, making life hard for the agent, and a poor experience for customers !First things first..
%&#@!!
%&#@!!
%&#@!!
%&#@!!
%&#@!!
%&#@!!
That poor experience means no one uses it. People find ways around it. They send emails, try chat, tap agents on the shoulder, (CLICK) even stalk them in the cafeteria.. !Agents get bombarded with requests that are hard to track and chaos ensues, making life hard for the agent, and a poor experience for customers !First things first..
Get rid of your old van.
!(First things first) - get rid of your old van! Go ahead, get rid of it! !….What you need is a new experience and a nicer ride - like a new car. One where your customers will enjoy going from A to B. !
Impressive experience
Let’s quickly go back to the previous example for a moment, when your customer needs a new needs to order a new laptop. (CLICK) !He doesn’t know that to the IT team, “new laptop,” means “hardware procurement request.” !So, part of how Service Desk delivers a consumer grade experience is translating your customer’s cry for help into a task for you and your team. !
Laptop?
Let’s quickly go back to the previous example for a moment, when your customer needs a new needs to order a new laptop. (CLICK) !He doesn’t know that to the IT team, “new laptop,” means “hardware procurement request.” !So, part of how Service Desk delivers a consumer grade experience is translating your customer’s cry for help into a task for you and your team. !
HPR
Let’s quickly go back to the previous example for a moment, when your customer needs a new needs to order a new laptop. (CLICK) !He doesn’t know that to the IT team, “new laptop,” means “hardware procurement request.” !So, part of how Service Desk delivers a consumer grade experience is translating your customer’s cry for help into a task for you and your team. !
So how can we deliver that consumer grade experience? !In JIRA Service Desk 1.0, we already delivered one of the best customer experiences via the customer portal. !Now if I’m the customer - I wouldn’t care about all the clutter of everything the IT team needs to get my laptop like hardware requirements, memory, CPU. (CLICK) I just tell you - what I need, and maybe why I need it. Simple. (CLICK) !
So how can we deliver that consumer grade experience? !In JIRA Service Desk 1.0, we already delivered one of the best customer experiences via the customer portal. !Now if I’m the customer - I wouldn’t care about all the clutter of everything the IT team needs to get my laptop like hardware requirements, memory, CPU. (CLICK) I just tell you - what I need, and maybe why I need it. Simple. (CLICK) !
So how can we deliver that consumer grade experience? !In JIRA Service Desk 1.0, we already delivered one of the best customer experiences via the customer portal. !Now if I’m the customer - I wouldn’t care about all the clutter of everything the IT team needs to get my laptop like hardware requirements, memory, CPU. (CLICK) I just tell you - what I need, and maybe why I need it. Simple. (CLICK) !
I also want instructions on what details to give you specifically, so I am not left guessing, and then having to go back and forth. I just want my laptop - pronto.
I also want instructions on what details to give you specifically, so I am not left guessing, and then having to go back and forth. I just want my laptop - pronto.
I also want instructions on what details to give you specifically, so I am not left guessing, and then having to go back and forth. I just want my laptop - pronto.
And of course, once I’ve asked for it, I care most about being kept up to date. I want a clean way to see what’s happened to my request. I want to see the status of my request. I wouldn’t care about all the internal statuses that the IT team might have, whether it’s waiting on a vendor to deliver it or that the OEM software is being installed - just show me what matters.
But a great experience isn’t just about the customer. As an agent on the desk - I’ll be living in the service desk interface all day, everyday. !But here, it’s all about efficiency. It’s about being clear on what needs to be done next. This is where SLAs come in. !(CLICK) SLAs allow my team to easily set goals on the priorities of requests. If it’s a system outage, we need to fix it within 30 mins. If it’s a request from the boss, we need to fix it immediately! !In the queues UI, I can track SLAs as the deadline approaches, so I can proactively prioritize work to meet them - not worry about it retroactively after I’ve already breached that SLA.
But a great experience isn’t just about the customer. As an agent on the desk - I’ll be living in the service desk interface all day, everyday. !But here, it’s all about efficiency. It’s about being clear on what needs to be done next. This is where SLAs come in. !(CLICK) SLAs allow my team to easily set goals on the priorities of requests. If it’s a system outage, we need to fix it within 30 mins. If it’s a request from the boss, we need to fix it immediately! !In the queues UI, I can track SLAs as the deadline approaches, so I can proactively prioritize work to meet them - not worry about it retroactively after I’ve already breached that SLA.
When we launched, that’s what really focused on - the relationship between the customer and your IT team. !!!!
When we launched, that’s what really focused on - the relationship between the customer and your IT team. !!!!
But over the last 10 months, we’ve seen service desk spread like wildfire to other teams. Other IT teams, and even outside of IT, like HR, legal, finance, even marketing. !(CLICK) It’s great, but as a customer, there are now so many places I need to go to ask for help.
But over the last 10 months, we’ve seen service desk spread like wildfire to other teams in the organisation - like HR, legal, finance, even marketing. !(CLICK) It’s great, but as a customer, there are now so many places I need to go to ask for help.
But over the last 10 months, we’ve seen service desk spread like wildfire to other teams in the organisation - like HR, legal, finance, even marketing. !(CLICK) It’s great, but as a customer, there are now so many places I need to go to ask for help.
Which is why in Service Desk 2.0, we’re bringing all of that back together with a central portal.
Which is why in Service Desk 2.0, we’re bringing all of that back together with a central portal.
Which is why in Service Desk 2.0, we’re bringing all of that back together with a central portal.
With the central portal, you now get one URL to remember. (CLICK) !Your employees can go to one portal to ask for anything from IT, finance, HR, Legal, facilities - anything that they need help with. (CLICK) !You also get one place to look up all the requests you’ve placed through to different teams in the past.
With the central portal, you now get one URL to remember. (CLICK) !Your employees can go to one portal to ask for anything from IT, finance, HR, Legal, facilities - anything that they need help with. (CLICK) !You also get one place to look up all the requests you’ve placed through to different teams in the past.
With the central portal, you now get one URL to remember. (CLICK) !Your employees can go to one portal to ask for anything from IT, finance, HR, Legal, facilities - anything that they need help with. (CLICK) !You also get one place to look up all the requests you’ve placed through to different teams in the past.
We believe web portals are the best way to service your customers, but we know sometimes, your customer just wants to email you. (CLICK) !This is why in 2.0, we’re introducing a new way to raise requests - via email.
We believe web portals are the best way to service your customers, but we know sometimes, your customer just wants to email you. (CLICK) !This is why in 2.0, we’re introducing a new way to raise requests - via email.
We believe web portals are the best way to service your customers, but we know sometimes, your customer just wants to email you. (CLICK) !This is why in 2.0, we’re introducing a new way to raise requests - via email.
Email your service desk
From your customer’s perspective, they can just email your service desk - as if they were emailing you directly. If they don’t yet have an account on the system, Service Desk will set that up as well. !!All the back and forth on the request can go through email too, so your customer never needs to log into the portal if they don’t want to.
And we’re not stopping there. !Coming soon, we’ll take the experience to the mobile devices as well. So all customers have access to the JIRA Service Desk Portal when they need it, whether they are on the road, or at their desk.
So that’s where we want to take your experience with Service Desk - one central place for all your customers - on whichever channel they want. !But what does a great customer experience mean for you as the guy on the IT team? Well, it’s all about changing the picture from this:
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%&#@!!
%&#@!!
%&#@!!
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!…to this. (CLICK)
So you can see how with a great experience on your service desk, you can really replace (CLICK) that old bumpy van with a shiny new car. !But that’s only the first step. To really make a great experience, you need to go fast.
Impressive experience
So you can see how with a great experience on your service desk, you can really replace (CLICK) that old bumpy van with a shiny new car. !But that’s only the first step. To really make a great experience, you need to go fast.
What better way to go fast than to put them in the driver’s seat of a Formula 1? !(CLICK) On the service desk - it’s all about letting your customers drive themselves via Self Service. !When we want quick answers, we just Google it. The same can apply for your IT desk. If given the choice, wouldn’t you rather find what you need on your own than waiting for someone to come back to you?
What better way to go fast than to put them in the driver’s seat of a Formula 1? !(CLICK) On the service desk - it’s all about letting your customers drive themselves via Self Service. !When we want quick answers, we just Google it. The same can apply for your IT desk. If given the choice, wouldn’t you rather find what you need on your own than waiting for someone to come back to you?
Fasterwith self service
What better way to go fast than to put them in the driver’s seat of a Formula 1? !(CLICK) On the service desk - it’s all about letting your customers drive themselves via Self Service. !When we want quick answers, we just Google it. The same can apply for your IT desk. If given the choice, wouldn’t you rather find what you need on your own than waiting for someone to come back to you?
What are your customers trying to do when they ask for a service? Really only two things:(CLICK) !1 -Get help to solve a problem. How do I set up the printer, how do I connect to the wifi.(CLICK) !2 - Secondly, they want something done. Please get me a new computer. Please reset my password. Let’s take a look at each of those individually.(CLICK) !For solving problems, self service is all about arming customers with the knowledge to solve the problem themselves.
Solve
What are your customers trying to do when they ask for a service? Really only two things:(CLICK) !1 -Get help to solve a problem. How do I set up the printer, how do I connect to the wifi.(CLICK) !2 - Secondly, they want something done. Please get me a new computer. Please reset my password. Let’s take a look at each of those individually.(CLICK) !For solving problems, self service is all about arming customers with the knowledge to solve the problem themselves.
Solve
Do
What are your customers trying to do when they ask for a service? Really only two things:(CLICK) !1 -Get help to solve a problem. How do I set up the printer, how do I connect to the wifi.(CLICK) !2 - Secondly, they want something done. Please get me a new computer. Please reset my password. Let’s take a look at each of those individually.(CLICK) !For solving problems, self service is all about arming customers with the knowledge to solve the problem themselves.
Solve
Do
Knowledge Base
What are your customers trying to do when they ask for a service? Really only two things:(CLICK) !1 -Get help to solve a problem. How do I set up the printer, how do I connect to the wifi.(CLICK) !2 - Secondly, they want something done. Please get me a new computer. Please reset my password. Let’s take a look at each of those individually.(CLICK) !For solving problems, self service is all about arming customers with the knowledge to solve the problem themselves.
Knowledge Base
JIRA Service Desk 1.0 launched last year with integration to Confluence as the knowledge base. !It allows you to easily search articles in your KB. What’s even better? It also suggests answers to you as you create a request. !It’s been a key part of our customers’ success when deploying JIRA Service Desk.
Since deploying JIRA Service Desk we’ve increased tickets resolution by almost 70 percent
NICK CUNNINGHAM, PUPPET LABS”
“
For instance, Puppet Labs increased their ticket resolution rate by almost 70% after deploying a knowledge base with the JIRA Service Desk. !And it’s stories like this that wants us to take things further. !!
A moment ago, I just showed you our latest central portal feature launched in 2.0. But why just give your customers one place to raise requests, why not centralize the knowledge as well? !
Coming soon, we’re going to provide one centralized knowledge solution across your entire organization - from different sources and different teams. !Let’s take an example here. I have an issue with printing my documents. Service Desk will provide you one box to type to find your answer. !
Once I’ve typed in the word, you can see that Service Desk will pull information from different aspects of your organisation. !(CLICK) !You can pull in knowledge base articles (like this one here about Troubleshooting PDF Printing)…
Once I’ve typed in the word, you can see that Service Desk will pull information from different aspects of your organisation. !(CLICK) !You can pull in knowledge base articles (like this one here about Troubleshooting PDF Printing)…
Once I’ve typed in the word, you can see that Service Desk will pull information from different aspects of your organisation. !(CLICK) !You can pull in knowledge base articles (like this one here about Troubleshooting PDF Printing)…
Why limit the knowledge to just articles, why not pull in any results from a question and answer tool like Confluence Questions? !Here’re I get crowdsourced knowledge, like discussions on the best printer to buy or how to print a t-shirt.
Why limit the knowledge to just articles, why not pull in any results from a question and answer tool like Confluence Questions? !Here’re I get crowdsourced knowledge, like discussions on the best printer to buy or how to print a t-shirt.
Why limit the knowledge to just articles, why not pull in any results from a question and answer tool like Confluence Questions? !Here’re I get crowdsourced knowledge, like discussions on the best printer to buy or how to print a t-shirt.
And of course, failing all else, you can also fall back to creating a request.
And of course, failing all else, you can also fall back to creating a request.
And of course, failing all else, you can also fall back to creating a request.
Solve
Do
The second type of requests that customers have is (CLICK) to DO something. !We can enable self service for these requests too - (CLICK) with Robots…
Solve
Do
The second type of requests that customers have is (CLICK) to DO something. !We can enable self service for these requests too - (CLICK) with Robots…
Solve
Do
Automation
The second type of requests that customers have is (CLICK) to DO something. !We can enable self service for these requests too - (CLICK) with Robots…
JIRA is introducing the concept of automated transitions for software development teams. !In JIRA Service Desk, we’re going to take automation even further to speed up all the manual repetitive processes that your IT team does everyday so that you can focus on the things that they, and their company, really care about. !Take a request to get access for a system - that’s a classic example of what an IT teams do every day.
Automation
JIRA is introducing the concept of automated transitions for software development teams. !In JIRA Service Desk, we’re going to take automation even further to speed up all the manual repetitive processes that your IT team does everyday so that you can focus on the things that they, and their company, really care about. !Take a request to get access for a system - that’s a classic example of what an IT teams do every day.
When ticket is approved then grant accessticket is approved grant access
It typically looks something like this - when the owner of that system approves the ticket, you can go into that system and grant access for the person asking. (CLICK, words fade)
ticket is approved grant access
It typically looks something like this - when the owner of that system approves the ticket, you can go into that system and grant access for the person asking. (CLICK, words fade)
ticket is approved
grant access
But in reality, there are so many more examples that have the same pattern. !When an email is received, give a suggestion. When SLA is due, send reminder When a ticket times out, escalate it. !In Service Desk, we aim to help you automate all these with a simple, pragmatic approach. Coming soon, service desk will allow you to add automation rules -let’s take a look:
ticket is approved
sla is due send reminder
escalate ticket
close ticket
ticket times out
email is receivedgrant access
a ticket is raised
a system goes down create a ticket
change priority
give suggestion
reset password
But in reality, there are so many more examples that have the same pattern. !When an email is received, give a suggestion. When SLA is due, send reminder When a ticket times out, escalate it. !In Service Desk, we aim to help you automate all these with a simple, pragmatic approach. Coming soon, service desk will allow you to add automation rules -let’s take a look:
We kept it simple by basing it off the most common scenarios - like reminders, or escalations. !Web hooks -> access external systems. Then when? an issue is updated. Then, request is approved by the manager. Then we put in the URL to grant access to that system. !Now, whenever a request for system access gets approved, it will automatically be routed to the external system. It’s like you have another invisible member on your team.
We kept it simple by basing it off the most common scenarios - like reminders, or escalations. !Web hooks -> access external systems. Then when? an issue is updated. Then, request is approved by the manager. Then we put in the URL to grant access to that system. !Now, whenever a request for system access gets approved, it will automatically be routed to the external system. It’s like you have another invisible member on your team.
Impressive experience
So, we’ve seen how with knowledge base and automation, we’re can really speed up your customers by enabling them to drive that F1. !But Formula 1 races aren’t just about the one driver, it requires a team… !<CLICK>
Impressive experience
Faster with self service
So, we’ve seen how with knowledge base and automation, we’re can really speed up your customers by enabling them to drive that F1. !But Formula 1 races aren’t just about the one driver, it requires a team… !<CLICK>
Formula 1 is a team sport, and races are often won or lost at the pit stop. (CLICK) !You can go fast- but to win the race, you need your team to go the distance and help you do your best. !With teams, you win or lose together.. !!
Formula 1 is a team sport, and races are often won or lost at the pit stop. (CLICK) !You can go fast- but to win the race, you need your team to go the distance and help you do your best. !With teams, you win or lose together.. !!
Formula 1 is a team sport, and races are often won or lost at the pit stop. (CLICK) !You can go fast- but to win the race, you need your team to go the distance and help you do your best. !With teams, you win or lose together..
Powered by teamwork
Formula 1 is a team sport, and races are often won or lost at the pit stop. (CLICK) !You can go fast- but to win the race, you need your team to go the distance and help you do your best. !With teams, you win or lose together..
With teams, you win or lose together, which is why with 2.0 we are introducing a new agent teams’ interface that gives you a quick overview of your team’s activities and status in servicing customers. !You can now quickly see the workload of each agent (CLICK) - how many requests they have in their queue.
Which is why with 2.0 we are introducing a new agent teams’ interface that gives you a quick overview of your team’s activities and status in servicing customers. !You can now quickly see the workload of each agent (CLICK) - how many requests they have in their queue.
Which is why with 2.0 we are introducing a new agent teams’ interface that gives you a quick overview of your team’s activities and status in servicing customers. !You can now quickly see the workload of each agent (CLICK) - how many requests they have in their queue.
Which is why with 2.0 we are introducing a new agent teams’ interface that gives you a quick overview of your team’s activities and status in servicing customers. !You can now quickly see the workload of each agent (CLICK) - how many requests they have in their queue.
You can get a snapshot of request statuses for each agent - red bar - behind SLAs. Yellow - close to breach the SLAs, while grey are OK in terms of SLAs. (CLICK) !There are times when you need to lend team members a helping hand. In this case Emma can help the others, and Patricia the SD manager can roll up her sleeves and also help out.
You can get a snapshot of request statuses for each agent - red bar - behind SLAs. Yellow - close to breach the SLAs, while grey are OK in terms of SLAs. (CLICK) !There are times when you need to lend team members a helping hand. In this case Emma can help the others, and Patricia the SD manager can roll up her sleeves and also help out.
You can get a snapshot of request statuses for each agent - red bar - behind SLAs. Yellow - close to breach the SLAs, while grey are OK in terms of SLAs. (CLICK) !There are times when you need to lend team members a helping hand. In this case Emma can help the others, and Patricia the SD manager can roll up her sleeves and also help out.
Of course, working as a team isn’t just about visibility of team activities, it is about active collaboration. Teams need to work together to solve problems. Kevin might be a specialist in Desktop, but Cassie might be familiar with the network infrastructure. When a customer reports an intermittent problem with wifi connectivity, Kevin and Cassie need to collaborate to determine where the problem lies.
You are already familiar with all the collaborative power that the Atlassian suite brings to your service desk. (CLICK) Comments, Shares, and Mentions together allow you to share information in context so that you can increase speed and accuracy as you collaborate, and pull in members more easily. So everything happens faster and well.
Comments Shares Mentions
You are already familiar with all the collaborative power that the Atlassian suite brings to your service desk. (CLICK) Comments, Shares, and Mentions together allow you to share information in context so that you can increase speed and accuracy as you collaborate, and pull in members more easily. So everything happens faster and well.
!But collaboration goes beyond this. <CLICK> With HipChat, you can also collaborate in real-time and from anywhere. This is particularly powerful when dealing with urgent issues or time-critical requests that can make a big difference in servicing customers
!But collaboration goes beyond this. <CLICK> With HipChat, you can also collaborate in real-time and from anywhere. This is particularly powerful when dealing with urgent issues or time-critical requests that can make a big difference in servicing customers
Let’s take an example of how HipChat + Service Desk can work together to let IT teams react to tickets quickly. Let’s assume we are Mitch - a member of the Service Desk team - who is just working through his Business As Usual work helping set up some hardware. <CLICK> At this point, a notification to the IT team HipChat room alerts him and the rest of his team of an ominous looking request that has just arrived.
Let’s take an example of how HipChat + Service Desk can work together to let IT teams react to tickets quickly. Let’s assume we are Mitch - a member of the Service Desk team - who is just working through his Business As Usual work helping set up some hardware. <CLICK> At this point, a notification to the IT team HipChat room alerts him and the rest of his team of an ominous looking request that has just arrived.
He takes a look and drills into the request in Service Desk to see all the details from Ryan the customer.
It’s pretty apparent pretty quickly that this is a big deal!
!He goes back to the HipChat room to communicate with other team members
That’s not good, that will stop sales coming in. I’m investigating now.
!He goes back to the HipChat room to communicate with other team members
Max - another agent, is actually on this as well. <CLICK>
So he’s saying that he’s not sure either. !!
Verified that this isn’t an issue with the hardware, we’ll need to refer this to Jenny. @JennyEvans - can you look into this?
So he’s saying that he’s not sure either. !!
Mitch determines that he needs a developer, Jenny, to be involved. !So instead of chasing Jenny, by texting, calling, or sending email, Mitch can just do an at mention of Jenny.
Jenny gets a message and jumps onto it straight away….
And lets the team know that she’s found the root cause and is already working for a quick fix that should be available in 10 minutes. That’s great news - with the help of HipChat, Mitch and his team avoided a major problem!
We’ve talked about how the SD team can collaborate quickly and effectively, just like a pit crew, with 3 things - the team status - all the collaboration power of JIRA and Confluence - and HipChat. !For a successful F1 team, your pit crew isn’t enough. There are many more people involved behind the scenes. A wider, extended team is needed to plan and get ready for a race, support the crew, work with suppliers, get sponsors, etc
Similarly in your organization your SD team needs to collaborate with other people to provide the best and quickest service to customers. !With Service Desk there are 2 additional ways to collaborate with the extended team !!!
Let’s go through the first one. As we saw in the HipChat example, your teams often need to go beyond the SD
In your IT Service Desk Developers could be involved in helping understand the nuts and bolts of how the software works, or troubleshoot an issue. !Operations specialists may be needed to get updates on maintenance windows or on resolution of outages.
In your IT Service Desk Developers could be involved in helping understand the nuts and bolts of how the software works, or troubleshoot an issue. !Operations specialists may be needed to get updates on maintenance windows or on resolution of outages.
This is why in 2.0, we’ve introduced the concept of a Collaborator for a service desk. You can setup any JIRA user to be a Collaborator so they can help agents resolve issues. A Collaborator can be any JIRA user; there is no additional license fee. !Agent and Collaborator have the same view of a request <CLICK> The Collaborator provides information, and Agents can then share the appropriate information with customers.
This is why in 2.0, we’ve introduced the concept of a Collaborator for a service desk. You can setup any JIRA user to be a Collaborator so they can help agents resolve issues. A Collaborator can be any JIRA user; there is no additional license fee. !Agent and Collaborator have the same view of a request <CLICK> The Collaborator provides information, and Agents can then share the appropriate information with customers.
But your extended team is even broader than this - it’s really your whole organisation. !With the proliferation of all kinds of software services in all aspects of your business, no one team can act as the sole source of knowledge in solving problems. !
You need to tap into the knowledge and expertise of people across the organization - whether it’s people in marketing, finance, HR, or legal. !!!!!
You need to tap into the knowledge and expertise of people across the organization - whether it’s people in marketing, finance, HR, or legal. !!!!!
This is where Confluence Questions comes in… as the second way in which the broader teams can collaborate. !Introduced last year, Confluence Questions is the internal Q&A system that lets you crowdsource your answers. !We use Confluence Questions quite a bit at Atlassian, let me show you some examples.
!Some tips on keeping the audience awake … could be pretty handy!
!Some tips on keeping the audience awake … could be pretty handy!
!Some tips on keeping the audience awake … could be pretty handy!
The difference between a wrap and a burrito. Our SF team jumped on this one. We take burritos very seriously in SF!
The difference between a wrap and a burrito. Our SF team jumped on this one. We take burritos very seriously in SF!
The difference between a wrap and a burrito. Our SF team jumped on this one. We take burritos very seriously in SF!
…and a question about the very noisy construction site next door in our Sydney office.
…and a question about the very noisy construction site next door in our Sydney office.
…and a question about the very noisy construction site next door in our Sydney office.
As for IT questions: - how to setup VPN on a new laptop is always a popular one - list of rooms with a conference phones !This as about peer to peer help - and as Edwin demonstrated earlier, when customers start typing on the SD portal, we will surface relevant articles from CQ as well as from the KB - so they have access to the best information available from across the organization!!
Impressive experience
Faster with self service
You got a great new experience, you are able to go much faster with self service, and you have your whole team working for you. !Now you’re on the next thing - showing great results and winning the season! !
Impressive experience
Powered by teamwork
Faster with self service
You got a great new experience, you are able to go much faster with self service, and you have your whole team working for you. !Now you’re on the next thing - showing great results and winning the season! !
Winning the season is about the entire organization - there are multiple drivers, many different races - everyone has to come together to win repeatedly, and end the season at the top of the leader board!! !
Win Together!
Winning the season is about the entire organization - there are multiple drivers, many different races - everyone has to come together to win repeatedly, and end the season at the top of the leader board!!
Win Together!
Winning the season is about the entire organization - there are multiple drivers, many different races - everyone has to come together to win repeatedly, and end the season at the top of the leader board!! !This is about Winning Together as an organization!
Win Together!
Winning the season is about the entire organization - there are multiple drivers, many different races - everyone has to come together to win repeatedly, and end the season at the top of the leader board!! !This is about Winning Together as an organization!
Prior to JSD, email support was about 95%. After, it’s down to 20%. Even the non-technical teams have adopted JSD, including teams like Procurement and Facilities. Procurement uses required fields to make sure they have all the info they need to process a request up front. Facilities handles local and global issues for offices, down to empty coffee pots. !!!!!!(ANIMATE FROM BLANK) Speaking of winning together, I would like to invite Alex from Twitter to join me on stage! !Alex - welcome, and thank you for joining me today! Can you tell us a little bit more about the service desk team at Twitter and the role it plays? Alex briefly - SD size, locations, volume of tickets !Alex to share its team's journey Alex JIRA, JSD, Confluence to do KB, Difference SD made to the IT team That’s why I called my session “How JSD saved the twitter help desk” But thats not all it made such a difference that now other areas of the business want to use it Didier: Could you tell us a bit more about that? •Alex 80+ service desks
50%on requests for legal review
Reduced time spent by
Speaking of winning and results, we’ve gotten great results at Atlassian with SD. Let me given you 3 quick examples !Legal - contract reviews -typically cumbersome process, lots of emails, lots of versions With SD - simple UX, great team collaboration Result: our legal team reduced the time spent on employee requests for legal review by 50%! !
18Net Promoter Score
Build Engineering
Another example is build engineering. Lot of interactions around issues between build engineering and development. Lots of back and forth emails. Used SD to make it easier to report issues and provide self-service, and enable better collaboration in build engineering teams. !As a result the Net Promote Score rose went from 18 to (CLICK) 38. !!
Net Promoter Score
Build Engineering
38Another example is build engineering. Lot of interactions around issues between build engineering and development. Lots of back and forth emails. Used SD to make it easier to report issues and provide self-service, and enable better collaboration in build engineering teams. !As a result the Net Promote Score rose went from 18 to (CLICK) 38. !!
$65Kfor Room to Read in 1 day
Raised
We had a prior system - difficult to use, difficult to track donations. With SD, easy interface, everything is tracked. RTR offered double matching for a very short window of time. With JSD, all we had to do was give 3 simple pieces of information which office we work in, how much we want to give from our next paycheck, and to which RTR campaign we wanted to support. The result was $65k donated in one day!
Do more, faster
Consumer grade
experience
Work better
together
Add more value
We’ve talked about the 4 key challenges we heard from you - and how JSD helps address those:(4xCLICKS) - consumer- grade experience - with a new central portal, and multi-channel support - going fast with self service - with KB and automation - collaboration - enabling your direct team and the extended team to work together quickly and well - with things like HC, CQs, JIRA Collaborators - delivering value across the business - with many teams using SD, and using SLAs to deliver results and demonstrate results to anyone who asks
Do more, faster
Work better
together
Add more value
We’ve talked about the 4 key challenges we heard from you - and how JSD helps address those:(4xCLICKS) - consumer- grade experience - with a new central portal, and multi-channel support - going fast with self service - with KB and automation - collaboration - enabling your direct team and the extended team to work together quickly and well - with things like HC, CQs, JIRA Collaborators - delivering value across the business - with many teams using SD, and using SLAs to deliver results and demonstrate results to anyone who asks
Work better
together
Add more value
We’ve talked about the 4 key challenges we heard from you - and how JSD helps address those:(4xCLICKS) - consumer- grade experience - with a new central portal, and multi-channel support - going fast with self service - with KB and automation - collaboration - enabling your direct team and the extended team to work together quickly and well - with things like HC, CQs, JIRA Collaborators - delivering value across the business - with many teams using SD, and using SLAs to deliver results and demonstrate results to anyone who asks
Add more value
We’ve talked about the 4 key challenges we heard from you - and how JSD helps address those:(4xCLICKS) - consumer- grade experience - with a new central portal, and multi-channel support - going fast with self service - with KB and automation - collaboration - enabling your direct team and the extended team to work together quickly and well - with things like HC, CQs, JIRA Collaborators - delivering value across the business - with many teams using SD, and using SLAs to deliver results and demonstrate results to anyone who asks
We’ve talked about the 4 key challenges we heard from you - and how JSD helps address those:(4xCLICKS) - consumer- grade experience - with a new central portal, and multi-channel support - going fast with self service - with KB and automation - collaboration - enabling your direct team and the extended team to work together quickly and well - with things like HC, CQs, JIRA Collaborators - delivering value across the business - with many teams using SD, and using SLAs to deliver results and demonstrate results to anyone who asks
This is a journey, to what a SD can look like. You don’t have to do this all at once. You can decide on the right priorities for your business and organization and focus on those. !We are on this journey with you. This is just the beginning. We are committed to this market and to making you successful - just like we have done with other products like JIRA and Confluence!
2.0We’ve talked about a lot of SD features today, and I am happy to announce that 2.0 is available today. !Let’s go through the key features in 2.0. !!!!
Central PortalEmail RequestsTeam WorkloadCollaboratorsIntegrations
New Pricing
(CLICK) We’ve also shown you features that will be coming soon. !As you can see an exciting release with 2.0 and many more things coming soon! !So take SD for a spin and enjoy the ride!!
Mobile Experience
Automation
Confluence Question Integration
Integrated Knowledge Search
(CLICK) We’ve also shown you features that will be coming soon. !As you can see an exciting release with 2.0 and many more things coming soon! !So take SD for a spin and enjoy the ride!!
Thanks!
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