Atlassian: Prevention, self-service and strategic laziness - Kinoforum 2016

PETER KOCZAN • SOLUTIONS ENGINEER • ATLASSIAN • @PETER_KOCZAN

Prevention, self-service and strategic laziness

PLAN

DEFINE

OPERATEDeploy, Learn & Iterate

Code, Test, Review

Prioritize & Assign

Document & Discuss

DEVELOP

S AV E & I N V E S T T I M E

S M A R T S U P P O R T

C U LT U R E

H O W AT L A S S I A N D O E S I T

Agenda

I choose a lazy person to do a hard job. Because a lazy person will find an easy way to do itB I L L G AT E S

“”

Classic support

Customers SupportPublic knowledge base

Internal KB Collaboration & escalation

Knowledge based support

Public knowledge baseCustomers Support

Knowledge based support

Public knowledge baseCustomers Support

Flaws & lawsKPIs

Global knowledge backlog

Self-help needs effortSelf-help mechanism in-product and support channels

Critical incidents

Knowledge based metrics

Deflect issues to save time

Focus attentionSOPHackathon

Engage your team

Experiment, fail fastWrite down what worksCompete to innovate Global dashboards

and alertsMeasure everything

If it works, scale it

BloggingSecondmentsStandups

Bring people together

Local & global Cross geo &cross functional

Technical & personal

KPIsTechnical escalationsGet your hiring right

Get the right people

Hire for eagerness to learn, not lexical knowledge

Use it as a training opportunity

For knowledge creation and assisting teammates

Our solution

Self-service, automation, SLAs and reporting, ITIL workflows

Integrated documentation, collaboration and knowledge base

Real-time collaboration, video chat, alerts and integrations

IT OperationsImproved Collaboration

- track work across teams with single platform

- retain context and history of conversations

- share across teams and project lifecycle

CONTINUOUS

INTEGRATION

OPERATE

DEPLOYPLAN

BUILD

CONTINUOUS FEEDBACK

CO

LLABO

RATIO

N

CO

LLA

BORA

TIO

N CONTINUOUS FEEDBACK

PLAN

BUILD CONTINUOUS

INTEGRATION DEPLOY

OPERAT

E

CONTINUOUS FEEDBACK

Faster time to resolution - fast escalation paths to the right support team

- lower MTTR with teams sharing knowledge

- learn from past outages with post mortem

Better performance - eliminate repetitive IT tasks with automation

- complete traceability of incidents and changes to software development

Dev team IT Ops teamStatusPage

Customer Portal

Knowledge Base

QueuesSLAs Reports

Multi-channelTeam Management

Automation

SearchData Center?

New in

Integrated

Customer PortalSilence notifications, add participants, transition requests, smart learning

ITIL certified

Trigger 3rd party events, approvals in workflow, tighter KB integration, automation

For Request Fulfilment, Incident-, Problem- and Change Management

Thank you! http://go.atlassian.com/kinoforum

PETER KOCZAN • SOLUTIONS ENGINEER • ATLASSIAN • @PETER_KOCZAN